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Hostgator’s all new customer support system

It’s always a good thing to see your hosting company is improving. Hostgator never fail to impress me with their determination to provide better and faster supports to their clients. If you ever submit a ticket to Hostgator recently you’ll notice there are quite some changes with Hostgator’s ticket system.

Hostgator’s new ticketing system

Hostgator Ticket System

First, the control interface of customer support is different now. The designs look cleaner and it’s more user-friendly. More over, you’ll notice a friendly message from Brent (founder of Hostgator) regarding on the upgrades. This change will inject better automation and increase efficiency of the customer support team.

What’s more behind this is that the upgrading of ticket system is just a part of Hostgator’s latest project named ‘Gator’, where the system will evolve into an integrated billing, affiliate, chat, and ticket system. According to Brent, Hostgator’s old system needs upgrade desperately. The system, lack of modern IT automation, is using ModernBill for billing, Kayako for tickets, LivePerson for chat, and a hacked up version of ultimate for affiliates.

The new system on the other hand will improve a lot in term of customer-support interaction (such as customers can rate all HostGator responses), spam detecting, as well as employees management at Hostgator’s end. According to Brent, when everything has been completed it will result in millions a year in savings and at least a 30% increase to staff productivity.

It’s no wonder that the folks at Hostgator seems excited with this change and saying that ‘Freedom is coming’. Hopefully the price will not increase when the productivity leveled up. 🙂