SUPPORT
Does Liquid Web Provide Reliable Support?
Liquid Web certainly speaks proudly of its support on its website, promising 24/7 “100% human” support, 365 days a year. The company guarantees response times of under 59 seconds for phone call pickups and live chat response, and under 59 minutes for ticket support.
There’s also an extensive knowledge base with step-by-step tutorials for just about everything.
There’s also an extensive knowledge base with step-by-step tutorials for just about everything.
Live Chat Support
My first contact with support came pretty early in my hosting relationship with Liquid Web: I couldn’t figure out how to connect my domain. I wanted to get things rolling and I needed a speedy response, so I decided to reach out to the live chat support.
Clicking the Chat With A Human button on Liquid Web’s website opens a simple form you need to submit to initiate chat support:
My first impression was good. I was connected with a support agent – who, indeed, seemed to be a human – almost immediately.
However, he misunderstood my request at first, which led to some confusion. He thought I wanted to move my domain and DNS management to Liquid Web instead of keeping it at my current registrar and just pointing my nameservers to Liquid Web. Maybe I wasn’t clear enough, but it was slightly frustrating.
To the human’s credit, he kept his cool and eventually gave me the answer I was looking for, as well as links to the step-by-step instructions.
Still, I would have preferred for him to give me the instructions himself.
Email/Ticket Support
My first interaction with ticket support was also a bit hit-and-miss.
The first positive was that I got a super-quick email response: it took only five minutes from the moment I sent the query. The second was that in the email, there were four different links to relevant documentation explaining how to sign up with Cloudflare and set up my CDN.
One thing I didn’t appreciate, however, was that I wasn’t given any kind of explanation directly from a support agent. I was only given the multiple links and left to go through them on my own.
Because I was busy and couldn’t do all that right away, I sent a follow-up email. This time, I asked about Cloudflare and what was included with my plan, as well as how to set up the one redirect. They replied to my email within 36 minutes, but sadly, my first question wasn’t addressed at all.
But hey, it’s only human.
Right?
Hmmm.
