A customer facing an issue or having a query wants somebody from the company to listen and understand. A customer is human and has various thoughts, ideas, emotions, feelings, intelligence and eagerness to resolve the issue. In a hosting business, most of the clients are from different countries. During telephonic communication, their voice, word repetition, and pitch represent the problem’s intensity, emotions, irritation, dislike, and anger. And, on that, if communication lines are imperfect, how much frustration that client may imbibe is unmeasurable.

Furthermore, the client may decide to change the company, where communication channels are perfect.
Although the problem is not with the hosting company, a customer telephone line may not be perfect. Still, the customer is human; when an issue arises, he/she wants immediate resolution. Until the company knows the problem, most clients decide to move into the hosting industry.

Hence, if a company has to sustain and survive, it must provide various reachable ways. An immediate response is expected on the telephone, so a company needs to make all other support systems equivalent responsive.
In the hosting business, 90% of the resolution of problems takes less than 5 minutes. But, when a customer wants support, the delay increases pain and agony. The sincere hosting business always manages its support systems to at least get communication started. A customer speaks and expresses their needs, wants, desires, and emergencies. Most companies set their priority list to maximise customer satisfaction and happiness.

A timely resolution of an issue and fulfilling needs is critical for business survival.