If you’re investigating whether HostPapa is the best web hosting service for you, you’ve probably heard about their award-winning customer service team once or twice. But we don’t just buy into the hype here! We put HostPapa’s customer service team to the test so that we can give you an honest review.
Here’s what you need to know!
How HostPapa’s customer service works
HostPapa’s customer service team is affectionately known as the PapaSquad. They claim that these multilingual, international folks can answer your query in under 30 minutes and in fluent English, Spanish, German or French. I tested it. Here’s what I learned!
HostPapa’s live chat support – lightning-speed responses
HostPapa’s live chat support is probably the best way to contact them. They offer 24/7 customer support in 4 different languages to ensure that both state-side and international customers are looked after.
I was skeptical about the “24/7” claim because it’s difficult to do with no chatbots. However, I tested the live chat option two different times and got answers to my queries within minutes each time. This is because the PapaSquad is spread across 37 countries around the world.
I was thoroughly impressed as I am based in Europe. So there are no timezone limits here. You really can speak to a real-life human at any time of day or night.
To access it, there is a small green icon in the bottom right corner. Simply click it and it’ll take you to a form to fill in your first question.
After submitting the form, the agent will pop up and greet you almost instantly while they help you with your query.
I tried the chat function within our account and outside of our account. I wanted to test the experience for paying customers and prospective customers. In both cases, customer service was fast, helpful, and friendly.
As a paying customer, I asked questions on how to use the website builder, and how to access the cPanel for the email service. I needed to give the domain I was working from to get the answer and then I was given a full explanation and any resources to help.
If you’re a prospective customer, the chat agent will likely ask for your email or telephone details to pass on to a sales agent. When this happened, the sales agent answered my query about HostPapa’s pricing plans within a few minutes.
HostPapa’s telephone support – dedicated service
HostPapa offers telephone support whenever you need it. The best part is that you don’t have to worry about international calling fees if you are overseas.
There is a list of 18 numbers from 18 different countries that you can use to contact the HostPapa team. It doesn’t cover everywhere but this feature is still more international than many other hosting services.
As part of their onboarding, they offer you a 20-minute one-to-one call with a customer service rep to help you understand how HostPapa works. You’ll have a full training exploring the ins and outs of the platform. It’s one of the highlights of the service and rare to see from other leading web hosting services.
HostPapa’s email support – is there if you need it!
If live support or telephone is a little too immediate for your schedule, you can submit a support ticket from your dashboard. That gives you flexibility in not having to have a live discussion with the customer service team.
That said, email tickets are still answered quite quickly because of the 24/7 nature of their support service.
To access it, log in to your dashboard and select “My Support”. There you’ll have a list of the previous support tickets associated with your account and the tab to open a new ticket.
From there, simply type out your query and submit! You can also add one or more attachments if you need to.
One con here is that I couldn’t easily find the email address for support for paying customers. I had to submit a ticket via the dashboard. This might be inconvenient on the go if you don’t have access to the dashboard.
HostPapa’s knowledge base – easy to navigate
You can access HostPapa’s knowledge base in the same way you access email tickets. Head to your dashboard, click “My Support” and there is a tab labeled “Knowledge Base”.
Clicking the tab will redirect you to the bank of answered questions. The main page has categories of queries on display, but you also have a search bar.
I tested out the search feature using natural language and keywords.
First, with natural language, I started typing a question and the system searched for matches instantly. It was easy to select my answer from there.
With keywords, the search was efficient too but the responses were more vague. So if I were you, I would input a question as opposed to a keyword.
What is Papa Care Plus – do you need it?
If you’re on a shared hosting plan but want premium support, Papa Care Plus might be worth investigating.
It costs $49.95 per month.
The key features are:
- Front of the line support 24/7
- Website security support
- Performance support
- Email setup support
- Script and App support
HostPapa offers a free 20-minute consultation to talk you through the service and see if it’s a fit for your needs.
What customers have to say about HostPapa’s customer service
It’s not just me who was impressed by the PapaSquad. Check out their reviews on TrustPilot!
Our review of HostPapa’s customer service
The PapaSquad team is a huge reason why HostPapa is one of the best web hosting service providers on the market.
Generally, my experience with the customer service team at HostPapa was stellar. Even though I don’t live in the States or Canada, I was able to get quick, accurate and friendly service at any time of day or night.
It was great to be able to speak to a real human whenever I needed to – we all know that chatbots can be annoying!
I’m sure as the company grows, they’ll add more language options and telephone numbers to cater to a wider range of countries. But overall, no complaints!
What we loved about HostPapa support
- It’s fast!
- There are no chatbots
- Customer support agents are friendly and attentive
- Support is available in English, French, German and Spanish
- You can contact phone lines from 18 different countries
- They offer a 20-minute one-to-one training on how HostPapa works
- Support staff are located in 37 countries for true 24/7 customer support
What we didn’t love about HostPapa support
- Difficult to find a support email
- Need to submit your ticket via the HostPapa dashboard
- Eagerly awaiting for more languages to be added to the list