Summary
WebHosting Canada resolved a domain expiration issue for me, highlighting the importance of communication and delivering on promises. I appreciated the seamless handovers between support staff, where chat history was maintained, and the clear explanation of the problem’s cause: a missed domain verification email filtered by Gmail. The experience underscored the significance of reliable customer service, where expectations are managed honestly. No matter what caused the issue, the quality of the customer service and support is what shapes how you feel about the company.
I had a great customer service experience today. One of my domain names was deactivated and I didn’t know why. I contacted WebHosting Canada’s support chatline. They fixed the issue, and explained what had gone wrong. And now I am a happy customer.
Communication is key
Great customer service is all about communication. There were two handovers during my interaction. The first was from an AI chatbot to a human. The second was from the human to another human from a different team. Both times, the system provided the new person with a history of the chat, so I didn’t really need to explain the problem again. Contrast this with all those times you’ve phoned a helpline, only to have to explain the problem again to the person you’ve been passed on to.
I was also really happy with how they explained what had happened and why it happened. The reason was that if you have a .com domain, you have to verify the Registrant contact email address for WhoIs domain lookup, otherwise the system will disable your domain. The verification email had gone into my Updates tab on Gmail and I did not see it.
Only promise what you can deliver
I was (briefly) a customer service person in the 1990s. If I said I would call a customer back between 3pm and 4pm, I would do that, even if I had not yet solved their issue, and I would let them know what was happening. Colleagues sometimes promised something they couldn’t deliver, which made customers very unhappy.
The WebHosting Canada guys told me that my domain would be restored in 30 minutes but full service would still not propagate across all servers for a few hours. Now I know what to expect, and can plan accordingly. That is much better than being promised something unachievable and then being disappointed.
Usability glitches
Sometimes these issues arise from poor usability. In the case of my disabled domain, it was because, in its otherwise admirable attempts to divert unimportant messages away from my inbox, Gmail decided that a time-sensitive and important email should be routed away from my main inbox. Argh.
But, no matter what caused the issue, the quality of the customer service and support is what shapes your perception of the company. Now I feel confident that WebHosting Canada will quickly and efficiently solve any issues that arise.
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