Website development platforms are constantly evolving. Nowadays, using WordPress or Joomla, many people think they can manage their company’s websites themselves, without the need for technical IT support. An important aspect of this process is domain support.
Although this is possible, it is not recommended. After all, only IT professionals have an advanced level of knowledge when we talk about website hosting and issues that involve it, such as security and instabilities, for example.
In this post, we will explain what IT technical support in website hosting is how it works, what its levels are, and its importance for organizations. Don’t forget to check it out!
What is IT technical support in website hosting and how does it work?
Website domain support is nothing more than a team made up of employees specialized in everything that involves this process. With the help of these IT technicians, it is much easier to keep track of everything related to website hosting.
These professionals assist companies with initial website setups, including:
- domain name ;
- identification of security flaws ;
- issues involving server crashes or instability;
- website performance issues.
It is important to highlight that the support team has passive service, that is, it does not contact customers all the time, which can even become inconvenient.
Instead, the team is available to customers to provide advice and help troubleshoot IT errors and resolve them as they arise. This way, everything is done quickly and situations are resolved as quickly as possible.
What levels of IT technical support exist?
There are different levels of domain support, ranging from simple solutions to more complex ones. Therefore, your company will always be covered by a specialized team capable of responding to different needs that may arise, thanks to a complete technical support process.
Service is generally provided by the so-called initial level, who are professionals trained to provide the most common solutions when it comes to hosting, such as helping the customer identify a website domain, for example.
Other more complex issues, such as constant instability, can be analyzed in more detail by higher-level specialists, with a more advanced degree of understanding on the subject. This way, you will have adequate assistance in any type of situation.
To direct calls correctly, contacts made with support are screened. If we draw an analogy with a hospital, the simplest cases would be referred to a nurse, while more complex cases would be referred to a doctor specialized in that area.
What are the main IT technical support channels?
Customers have several ways to access IT technical support. The idea is that each user can choose the channel that they like most or that is most viable at a given time or situation. And, when one of these channels fails, it can also look for available alternatives.
Next, we will show how service is provided in each of the channels that can be used for technical support. Follow along!
Chat is one of the most used and preferred channels by customers, as messages, in addition to being exchanged instantly, are recorded for later consultation, if necessary.
Another advantage of chat is that it allows links and images to be sent, such as screen scans, that demonstrate the real problem that is occurring on your website, for example.
In addition, the attendant can also use the platform to send codes and excerpts of texts in the programming language to be inserted into the website’s HTML, for example.
Service can also be provided via ticket, that is, by sending messages on a specific platform for this purpose. In this case, responses are not responded to in real-time and the interaction works more like an email exchange than a chat conversation, as in the case mentioned above.
The ticket is recommended for more complex services, which require more time for research by the attendant assisting. Furthermore, it can also be used in cases of less urgency, when the company does not need the work at that exact moment.
The telephone is a suitable medium for people who prefer to express themselves by speaking rather than writing. It is mainly useful for people who have little knowledge of IT and like to exemplify, through non-technical words, what they are observing on their computer screens.
Although practical, this method is not the most suitable for slightly more complex services, as the attendant can’t spell out all the links and IT codes so that they can be inserted in some fields, for example.
In this case, agents can start a service over the phone and then finish it via ticket or chat.
How important is IT technician support in hosting and domain support?
IT technical support is very important so that your website is always in perfect working order, not causing any problems for customers who view it. This is essential, especially if you use the page to do business, as is the case with e-commerce.
Furthermore, if your website presents a problem, such as slow access or instability, this can create a bad experience for users, who may simply abandon it immediately. Therefore, resolving these issues is considered fundamental for organizations, as a website with problems can greatly harm the company’s business.
What are the main signs of deficiency in your domain support?
When your company’s hosting service fails, you must know how to identify its cause and find a solution to the problem in question. And to avoid making any mistakes like this, it is vital that you carefully observe the structure of the contracted company.
To help you avoid falling into any trap, here are some clear signs that your domain support is inefficient. Check out.
Unsupported hardware and software
As you may already know, the digital systems and tools currently available tend to be renewed quite frequently, increasing their processing and adding new functionalities. Along with this, there is also the need to use more robust hardware, which can perform all these tasks with the same efficiency and without other losses.
However, many companies, both domain contractors and providers, can go years without adequately updating their structures, causing the software to be incompatible with the hardware. It’s like having Windows 10 installed on a machine designed for Windows Vista.
Naturally, this can cause other more visible problems, such as service outages and efficiency losses. If you have outdated hardware, the best thing to do is buy new machines. If your provider is out of date, then it’s better to find another one.
Obsolete security strategy
Another important point regarding domain support is that, along with greater ease of access to data, the possibilities of virtual crimes also increase. Therefore, it is important that all businesses, regardless of their size, have a well-developed and tested data protection strategy.
Unfortunately, some businesses do not cultivate best practices to keep their customers’ data safe from intrusions. In part, it is the user’s responsibility to avoid undue disclosure of some confidential information. But it is also ideal to have a hosting provider that provides long-term security.
Poorly scheduled backups
One of the best practices to avoid data loss is to perform regular backups. This way, when a power outage or other similar problem occurs, damage can be minimized. This is essential for businesses that have a lot of information about their customers stored in the cloud, as a large part of their services depend on it.
When backups are not well structured, are not done frequently, or have many errors, it is a very clear sign that your support is not fulfilling its function well. Once again, it is an ideal time to review the quality of work and make any necessary changes.
Lack of plans against power outages
When a power outage occurs on a server, the entire structure will likely stop working quickly. However, most domain providers already take this into account and use strategies to better deal with this lack of energy. The installation of UPS and generators, for example, is common in many of these spaces.
Without these precautions, the chances of vital information being lost are much greater. And if the system has to be restarted with errors, then the time needed to put everything in order will be even longer.
When purchasing a domain, it is expected that you will be able to access it and make changes to its content without major difficulties or delays. Especially if your business niche requires you to make several structural changes to your page each day. Every extra minute you wait to access your domain can seriously compromise your productivity.
That’s why it’s important to pay attention to connectivity problems, especially outages and delays. If you achieve maximum efficiency in your connections, you will also see a positive impact directly on the work within your company.
Moving on from the technical aspects, the quality of service provided by the technical domain support team is a good barometer for determining the overall quality of the service. After all, good service always facilitates the delivery of quick and effective solutions.
If the technical team is not organized enough to deal with some requests and doubts or just shows little commitment to delivering results, then it is better to double your attention. If you do not take due care, you may have several problems in the medium and long term when dealing with the technical IT team.
Not taking user feedback into account
Last but not least, good domain support knows how to listen to user feedback. No company is expected to have a perfect product 100% of the time. There will always be flaws and small areas for improvement, but a good team knows how to receive this criticism, identify problems, and correct them.
Companies that ignore customer complaints tend to lose a lot of quality over time. No matter how well a structure should work in theory, if the client doesn’t get the promised result in their day-to-day life, then there is a problem that requires attention.
The market is increasingly competitive and, nowadays, a large part of business is done online. This is why having IT technical support is so relevant for all companies that want to provide the best experience to their audience.
Namecheap or Hostinger works with website hosting and can provide all domain consultancy and support for your business. To find out more, visit their websites and check out our plans. We are sure that one of them is ideal for your company.