Improve your customer support quality (chat/tickets)
I don't know if it's just me, but the support quality and speed has been degraded fast lately..
When I just became customer @Cloudways (like a year ago) support was fast and helpful. They took time and really looked into my issues.
Now it's a whole different story. Today for example, I have been on the chat for OVER 2 HOURS. Literally. All this time waiting, following up what the status was, if they weredoing anything. Very little replies. After an hour the first real reply came in which totally missed the boat, wasn't even related to my question.
I pointed this out on the chat and I was transfered to another agent which took a little time for like 2 minutes and then stopped replying too. Also messages are only read half, I need to point out things multiple times which I already mentioned.
When I pointed out this on the chat I received: "actually i am dealing with multiple customers which is wy it got delayed in the response"
We pay a serious extra for the 'managed service and support'. I mean, the prices of DigitalOcean servers are more than doubled. Which is totally find, but please keep your support and service in check..!
More staff maybe?
Oh, and my issue isn't resolved yet. Has been transfered to a ticket, so after 2 hours chatting with really not that much helpful feedback, I now have to wait for a reply on the ticket.
AdminCloudways (Admin, Cloudways) commented
Pere here, CTO/founder at CW. Sorry for your trouble. Certainly we have lots to do to improve our customer experience and we are working on it. No excuse, but we are not heavily funded as WPEngine, and this poses some challenges to quickly get in place a top tier, engineering staffed, support team. We need to groom people through a well defined on-boarding process and this takes more time than directly hiring fully knowledgeable staff, but we expect that in the mid-term will provide major benefits as we will not be so much dependent on specific people but on the right processes building the right people. The speed at which we have grown the last year, hasn't helped.
Anyway, I am perfectly aware of our limitations in some areas but, on a technical level, WP is not leaking memory (at least not a problem for the vast majority of our users), so the problem had to be some other. I would like to be able to get to the bottom of all problems for all customers but unluckily we can't.
We will be introducing in a couple of month a new tips section that will analyze a customer server and advice on "non-optimal" configurations (i.e. old php, old app version, not proper cache integration ...). We hope this can guide customers on fixing most obvious application issues.
When it comes to affiliate program, have told the person dealing with it to get in touch with you.
Again, thanks for your feedback and good luck.
Every time I ever asked for support via chat, I was told to talk to the engineer who built the site, and / or was referred to the knowledgebase.
Newsflash, I AM the engineer, I DID check my logs and I DID read the KB articles.
My sites are now all on WP-Engine, where chat support works WITH me to diagnose the issue, on the spot, in real time.
Also - I think WordPress must easily create memory leaks... I have had to pull 2 clients off of CloudWays because no matter how much memory the droplet had, the memory was used up and then the server would 512 gateway error until the server was restarted.
Somehow, WP Engine have found a way around this on the server-side config.
The sites I've had to move were not using crazy plugins... one, in fact only had Thrive Themes, Thrive Leads, Gravity Forms and W3 Total Cache.
And yet on a weekly basis that server would run out of memory.
Had chat support been more able to troubleshoot and diagnose, you'd still have that client.
Also you never paid me for any of the referrals I made, and I put more than a handful of clients onto CloudWays... only to have to move every one of them off if their sites start to 512.
The whole reason I switched from running my own DO droplets was that I wanted a support staff to help troubleshoot these things....
Long story short, I'll never put another new client on CW... they're all going to WP Engine where support is actually helpful / cares to help diagnose the issue.