Why Kinsta makes use of chat give a boost to (and now not telephone give a boost to)
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One of the crucial questions we get from potential shoppers is: “Can I name give a boost to if one thing is going incorrect?”
The solution is not any, and for a excellent reason why. Kinsta doesn’t be offering telephone give a boost to as a result of we’ve discovered that chat merely works higher. It’s quicker, extra protected, and higher suited for resolving WordPress problems, which can be incessantly technical.
Evidence that it really works is what our shoppers say throughout overview platforms like G2, Trustpilot, social media, case research, or even are living chat.
Buyer overview from Amy M displayed in a testimonial card.
If we’re to proportion the entire opinions we get, you could be studying all day. As an alternative, let’s destroy down why we’ve selected chat-only give a boost to and the way it advantages you.
Why Kinsta doesn’t be offering telephone give a boost to
The rationale we don’t be offering a telephone quantity to name when one thing breaks isn’t as a result of we don’t wish to communicate to you. It’s as a result of telephone give a boost to doesn’t fit the truth of managing trendy WordPress websites at scale.
As an example, certainly one of our senior give a boost to engineers, Tito Shawn, helped a consumer get admission to phpMyAdmin via sending an immediate hyperlink and a screenshot with key issues obviously classified:
Are living give a boost to chat interface in MyKinsta appearing a dialog.
Beneath may be every other case, the place a consumer described a metamorphosis they spotted after a repair. They shared annotated screenshots appearing precisely what used to be other:
Annotated screenshots highlighting key options of Kinsta’s chat give a boost to interface.
As Tito explains: “Shoppers don’t at all times know the technical phrases, and that’s ok. With a screenshot or hyperlink, we will see what they’re seeing, and that saves time on each side.”
This sort of speedy, visible collaboration merely isn’t imaginable over the telephone. Telephone give a boost to additionally has different drawbacks:
No chat historical past or shared audit path
Tough to ensure account possession securely
No option to trade code, hyperlinks, or screenshots
Slower reaction because of dangle queues and one-at-a-time dealing with
And let’s be fair, maximum telephone give a boost to manner taking note of any individual breathe whilst they cross “test with the workforce.”
Telephone give a boost to might paintings for some industries, nevertheless it simply doesn’t scale for a high-performance, developer-focused host like Kinsta.
We made the strategic resolution to not be offering telephone give a boost to as a result of our on-line chat machine permits our Enhance workforce to supply simpler give a boost to and in the long run sooner answer to our shoppers.
Enhance paintings calls for cautious investigation and troubleshooting, and preserving give a boost to on-line in a are living chat structure allows our give a boost to engineers to center of attention their power on investigating and fixing issues whilst sharing screenshots and technical knowledge in real-time.
This means permits us to scale our remarkable give a boost to fairly than dividing sources between more than one channels that will in the long run supply a much less efficient buyer revel in. — Tom Sepper, Leader Buyer Officer at Kinsta.
Why are living chat give a boost to works higher for a WordPress host
When one thing is going incorrect for your website online, you want speedy solutions. With chat, we will immediately pull up your website online main points, get admission to logs, and get to the problem straight away since our give a boost to personnel are all WordPress engineers.
Kinsta are living chat window appearing real-time give a boost to dialog with a buyer.
There’s not anything like “allow us to escalate the problem,” the place you want to attend in a queue to speak to a senior engineer.
It additionally suits the best way technical give a boost to works. Troubleshooting incessantly comes to:
Sharing error messages or screenshots
Copying and pasting command-line output
Following hyperlinks or directions step by step
All of that occurs extra obviously, extra temporarily, and extra appropriately in chat than over the telephone.
The whole thing additionally remains in a single thread, so there’s little need to give an explanation for the problem once more or get started from scratch if it wishes follow-up.
And simply to be transparent, whilst you chat with Kinsta, you’re chatting with an actual human, now not a bot. Each and every unmarried give a boost to engineer is a seasoned WordPress knowledgeable, now not a script reader or AI assistant.
On this generation the place many hosts quietly hand off first-line give a boost to to chatbots, we’ve carried out the other. We’ve doubled down on genuine individuals who know their means round code, caching, nginx configs, and the nuances of the WordPress ecosystem.
How give a boost to works at Kinsta
At Kinsta, give a boost to isn’t an afterthought. It’s a core a part of the platform. That’s why we constructed our personal machine from the bottom as much as ship speedy, knowledgeable assist proper within the MyKinsta dashboard.
MyKinsta dashboard showing the give a boost to interface and chat get admission to panel.
We even have a huge workforce of greater than 40 knowledgeable give a boost to engineers to be had 24/7/365, allotted throughout more than one time zones, providing help in 10 supported languages:
English
Spanish
Portuguese
Eastern
Italian
French
German
Dutch
Danish
Swedish
There are not any tiers, handoffs, or junior reps at Kinsta. Each and every chat connects you immediately with a extremely professional WordPress engineer, now not any individual studying a script.
In 2024 on my own, we treated over 120,000 give a boost to conversations with a median reaction time of one minute and a couple of seconds. Our certain score used to be 97.6%, and that’s now not a cherry-picked quantity. That’s each dialog, throughout each time zone, throughout the year.
Dialog scores dashboard in MyKinsta appearing buyer comments from 2024.
This isn’t about chopping corners. It’s about doing give a boost to the best means, with velocity, experience, and care.
Whether or not you’re a small industry, a world undertaking, or an company managing dozens of web sites, our give a boost to workforce turns into an extension of your workforce.
Buyer overview from Paul L displayed in a testimonial card.
What our shoppers are announcing
At Kinsta, we don’t simply declare to supply nice give a boost to. Our shoppers turn out it!
Kinsta ranked primary for WordPress web hosting at the G2 Grid.
In G2’s newest Undertaking Grid record, we have been additionally awarded Perfect Enhance and Perfect Dating, in keeping with genuine buyer comments, delight ratings, and have scores.
Right here’s what a few of our shoppers have shared about our give a boost to:
Buyer testimonial from Ben displayed in a branded overview card.Buyer overview from Aldemar displayed in a testimonial card.
Listed below are some from X (Twitter) additionally:
I asked a consumer’s demo website online be migrated to @kinsta for cross are living arrangements at 20:48. It used to be finished via the Kinsta workforce at 20:57.
At Kinsta, we provide chat-only give a boost to to supply quicker, smarter, and simpler assist.
With 24/7/365 get admission to to knowledgeable engineers, integrated equipment for sharing logs and screenshots, and a give a boost to revel in that’s earned us most sensible scores on G2, we’ve constructed a machine that scales along with your wishes.
Whether or not you’re working a unmarried website online or managing masses, Kinsta’s chat give a boost to is right here to resolve issues temporarily, appropriately, and with care.
Need to see it in motion? Get started your first month loose and revel in the give a boost to our shoppers love.
