Scaling Happiness – Hostinger’s Story
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Scaling Happiness – Hostinger’s Story

More than 30 million people around the globe have given Hostinger the privilege of providing their services. Because it’s a huge responsibility to be in control of someone’s online success, we’ve created a complex hiring processes to be sure that we hire only the best. We used all our knowledge to create a vast internal Hostinger Academy to train new customer service specialists that can rise to the challenge. However, this was not enough.

The Challenge

We have provided the customers with a variety of communication tools to use for seeking guidance and support. Originally, this included a traditional email ticket system, which meant lengthy responses and delayed resolution. The other option was to enter a live chat, which accelerated the response time, yet proved to be a drawback when the customer got disconnected and lost the progress of the conversation.

The Customer Success team was held back due to technical issues and was unable to ensure effective solutions were passed on to individual users.

“We have an amazing team of highly skilled specialists. We identified that the problem was tied to limiting software rather than the team itself. That was the breaking point. We simply couldn’t offer customer service that is anything less than perfect,” Says Darius Grigorjevas, Head of our Customer Success team.

The challenge was to enable our customers to seek help in a fast, easy and user-friendly manner.

The Decision

Our team made implementing swift and efficient service in terms of immediate support assistance a priority. The only sensible way to achieve that was to go completely live and scrap the ticket system. For that reason, we chose Intercom. It offered a Messenger style live chat option which allowed our customers to jump back to the conversation at any time without losing the chat history.

Our customer queries and questions came straight to members of the success team, which meant that all issues were being solved on the spot. And thus we got the chance to stay efficient while maintaining the quality of service.

Intercom offered a way out for us and our customers.

“We no longer had to worry about juggling live chat and tickets. We no longer lost customers to disconnecting chats, thanks to the Messenger style chat system that Intercom offers. Even simple features like GIF implementation was a contributing factor. It adds a healthier and more personal approach. Something both our customers and Customer Success specialists love,” Says Darius.

Intercom offered a way to integrate the perfect practice by decreasing the wait time and reducing queues to a minimum. After the update, the response time went from several hours down to minutes or mere seconds, whereas the quality of service skyrocketed due to the customers receiving individual attention to their needs.

The Road Ahead

The customer’s feedback is what motivated us to look for the best solution available. Constantly rising standards could only be achieved with a customer-centric approach, through diligent research, and through viewing the user as an individual, rather than a group. Regardless, the goal is not to jump to new updates simply for the sake of change, but rather to tackle and challenge the existing ones in order to find better ways to reach the customer and make sure our improvements make a positive impact for the user in need first.

Providing better, more thoughtful ways of solving problems on the road ahead is something we won’t stop pursuing.

The Author

Author

Artūras B. / @arturasbarisauskas

Artūras is an experienced content writer that is working for Hostinger. Bringing in a lot of knowledge about WordPress and web hosting to the team, he strives to write pristine content about any IT related subject. He also loves dogs!

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Hi, Currently I have hosting my website on other web hosting company and do you providing the free migration transfer services? Do you have any live chat and I can ask more question about the hosting plan details?

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Guilherme Rodrigues Reply

May 22, 2020

Olá gostaria de um suporte No site da hostinger não tem chat como descrito na página de vendas. Enfim, preciso de suporte em relação ao email profissional Eu não consigo excluir o MX records e TXT arquivo para adicionar o meu email Grato Guilherme

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MUKESH Reply

May 14, 2020

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May 07, 2020

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May 06, 2020

I dont understand do you have live chat support or not. I am looking to transfer all of my services from Godaddy but not to a host that does not provide 24/7 live chat. and i mean real chat that works not like Hetzner which advertises Char but dont actually have it or many other whose chat seems to be "temporarily" not working for 4 years. I would like to test your chat before i make a decision and convince myself that it is a reall and proper 24/7 chat support. The fact that i already can not find it on your site is not a good sign but i though i give you another chance and ask

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    Hello! Our Live Chat is available for registered users via their Dashboards or you can contact us by visiting support.hostinger.com

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    Get in touch with us via Live Chat in your Dashboard and our team will help you do so in no time!

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April 29, 2020

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April 25, 2020

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April 24, 2020

We have created our Domain however, we need the authorization code so we can attach our domain to the website. Can you help with this

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Brinthan Piyashkara Reply

April 13, 2020

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Alexander von Guggenberg Reply

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Sarah Reply

March 16, 2020

Starting our first web page. We are a small company. Need a site to show model homes, location of lots available for new home builds, available homes for sale, contact info, financing options, mortgage calculator & a place for visitors to request they be contacted or ask questions. We don't need much, just storing images. You offer a free domain with the Business Shared Hosting package, will that domain have privacy protection? Are the plans scalable, meaning if I purchased a lower plan can I upgrade? If I purchased a higher plan that may be more than what I need, am I allowed to downgrade?

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Ali Russell Reply

March 12, 2020

Hi, Can I increase my PHP Post Max size to 256, my PHP time limit to 300 and my Max Upload Size to 128MB on the basic plan?

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Kay Ess Reply

March 09, 2020

Would I be able to install a premium Genesis WordPress theme that is being hosted by Hostinger?

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Abhishek Namdev Reply

March 09, 2020

can i use divi in hostinger

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    Hey Abhishek, Absolutely!

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Gustavo Taveira Reply

March 08, 2020

Is it possible to add storage to a VPS?

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Soo Boon Seng Reply

March 07, 2020

Hihi, i would like to ask if i want to host a website in PHP language, is it easy to setup?

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Yanik Domingos Reply

March 05, 2020

You dont have a chat?

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Paul Olokpq Reply

March 04, 2020

Please I want to host my website but I am having issues with making payment. I need assistance.

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Debbie Reply

March 02, 2020

I already have a domain that I want to renew as part of the service I'm buying but it won't allow me to add it to that cart as it hasn't expired yet?!

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    Replied on March 03, 2020

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CB Reply

March 01, 2020

I am looking to start a message board/public forum that I can populate and then sell ad space in the heading. I would like this to be an easy to use forum and not one of these crazy ones!

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    Replied on March 01, 2020

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Burhan Khwaireh Reply

February 29, 2020

how I can chat with your support

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    Andrius S.

    Replied on March 01, 2020

    Hi! Our Customer Success team is available 24/7, so feel free to contact them anytime through the purple Live Chat icon in your dashboard. You can also send an email to support@hostinger.com to receive answers to any of your questions!

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Chris Reply

January 28, 2020

I just signed up for the wordpress Premium Shared Hosting and it says unlimited emails, but I do not see how to set them up?

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    Andrius S.

    Replied on February 01, 2020

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Mukul Reply

January 23, 2020

Do you provide Windows based Web-hosting? I have a GoDaddy Windows Hosted Website and planning to migrate. Let me know if you can do it and what would be the pricing.

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    Andrius S.

    Replied on February 29, 2020

    Hi Mukul! You can find our Windows plans at hostinger.com/windows-vps

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Mac Owen Reply

January 18, 2020

Billing. is this monthly or yearly?

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    Andrius S.

    Replied on January 19, 2020

    Hi Mac! You can choose from multiple payment periods and pick whether monthly, quarterly, annually or any other period is best for you.

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Shahzad Reply

January 17, 2020

if we don't want to buy "Secure your website with Daily Backups for only $0.95 per month" option during checkout process, then is there still any backup taken by Hostinger??

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    Andrius S.

    Replied on January 18, 2020

    Yes, Shahzad, weekly backups are made on our plans and you can access them from your dashboard.

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Ankit Soni Reply

November 25, 2019

I want to buy domain. Can you halp me for that?

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    Domantas G.

    Replied on November 27, 2019

    Hey Ankit, We provide domain name registration services. You can use our domain name checker to find and register domain name.

Author

Saif Reply

November 21, 2019

Hi, I am currently using Bluehost for my website which offers 1 click installation of WordPress, Do I get 1 click WordPress installation on Hostinger hosting plans as well?

    Author

    Domantas G.

    Replied on November 27, 2019

    Hey Saif, Absolutely! We offer a 1-click WordPress installer with all shared and cloud hosting plans.

Author

jose miguel fuentealba moya Reply

September 29, 2019

hi, I want to use a .co domain, can I do it with the domain you offer me when I buy the premium plan?

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    Domantas G.

    Replied on November 27, 2019

    Hey Jose, Absolutely! We offer .co TLD and you can get it for free when choosing our premium hosting plan.

Author

naveed Reply

August 15, 2019

hi, in credit card when i press pay now, it give me the message 3d secure authentication failed. my card is active i already confirmed from my bank at my end and there is no issue besides occurring from international merchant ! kindly guide me ?

    Author

    Domantas G.

    Replied on August 25, 2019

    Hey Naveed, Please refer to our support portal and contact our customer success agents regarding this matter.

Author

stephen kanu chukwuemeka Reply

July 19, 2019

DO YOU ACCEPT PAYMENT THROUGH BITCOIN? HOW FAST IS YOUR SERVICES?

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    Domantas G.

    Replied on August 25, 2019

    Hey Stephen, Yes, we accept all major cryptocurrencies. Average response time is 80 ms, we use LiteSpeed on all servers.

Author

Acoyauh Reply

July 11, 2019

Hello. I come from Byethost (iFastNet) and I want to know if you can help me with the migration of my website to your servers. I mean the whole site (Wordpress+Woocommerce site). If so, I'll move in NOW. Thank you!

    Author

    Domantas G.

    Replied on August 25, 2019

    Hey Acoyauh, Our customer success team will be glad to help you. Pease refer to our Help Center and we will take care of the matter. Thank you!

Author

Dinesh Kumar Reply

July 01, 2019

Hi, I would like to transfer my existing website from current host to Hostinger. Can you please let me know - what information I will have to provide you for that transfer like existing URLs etc. - Do I need to get existing website files from them or they will automatically transfer by you. - Can I use my existing website domain name, URLs even after transferring to Hostinger. Regards, Dinesh

    Author

    Domantas G.

    Replied on August 25, 2019

    Hey Dineshi, It depends on what hosting provider you are using right now. Please refer to our customer success portal for further assistance.

Author

José Antonio Reply

June 09, 2019

Hi. Is there support in other languages than english? It would be great if it was in spanish.

    Author

    Domantas G.

    Replied on July 12, 2019

    Hey José Antonio, Yes, we provide 24/7 support in Spanish.

Author

Ho Siew Meng Reply

May 30, 2019

Hi, I am a Hostinger subscriber but I am now unable to access my account. Please help.

Author

Cristi Reply

May 28, 2019

Guys, You have no chat options for people which are not your clients yet. So no way to get a quick answer to an inquiry. Not good at all.

    Author

    Domantas G.

    Replied on July 12, 2019

    Hey Cristi, You can use public contact form. Our customer success team is available 24/7.

Author

Web Solution Winner Reply

May 09, 2019

Thank you So Much.

Author

Hasbullah Reply

May 02, 2019

Thank you

Author

Satish Dange Reply

February 20, 2019

Excellent post

Author

Laira Pelesco Reply

February 18, 2019

This is a level up customer service, thank you Hostinger!

Author

Alex Duke Reply

February 17, 2019

I'm sure that one of the main reasons you guys became top web hosting is your customer support. I even mentioned it in my review: "In my 18 years of using the internet for business, I probably had to deal with customer support from over 50 web hosting companies. Believe me or not, customer support is something where no company is even close to Hostinger. Any question my team or I had for them, they would answer in under 2-3 minutes and they would actually know what they are talking about every single time." medianovas.com/hostinger-review/ Keep rockin' :)

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