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How the Hellopeter Platform enhances xneelo’s word-of-mouth marketing


Mar 19, 2021 1:08:20 PM

The company

Xneelo is South Africa’s leading specialist web hosting company. Established in 1999, we’ve grown steadily through word-of-mouth marketing and currently service over 500 000 websites. 

Inspired by our brand promise - Trusted in Hosting - we deliver a web hosting service that is reliably consistent, focusing on infrastructure stability, good price-performance value and customer care. Our services include domain registrations and transfers, shared web hosting, managed and self-managed dedicated servers, as well as colocation rack hosting.  

We’re passionate about web hosting – it’s our core business and it’s what we do best.


The initial challenge

Our reputation has been built one customer at a time over the last 21 years and our growth is largely due to our customers’ referrals and the trust they place in us - especially when recommending our service to a friend, client or colleague. 

We know that word-of-mouth recommendations happen around a weekend braai, as well as online review platforms like Hellopeter.  What we’ve found is that many people don’t realise the partnership element in a web hosting provider.  A web project always evolves and you’ll need support, at some level, throughout. 

We often advise prospective customers to test the levels of support by either calling or sending an email to a shortlist of recommended hosting providers to get a sense of their response times and their consultation advice. We also refer them to the Hellopeter website where they can go through our unsolicited reviews as well as the reviews from customers of other service providers in the industry.

The solution 

The honest and authentic reviews found on Hellopeter help people looking for a trusted hosting partner to make an informed choice, understanding that web hosting isn’t just about the monthly fee - it’s about the ongoing support and troubleshooting expertise you receive from your hosting partner. 

The strongest pillar of xneelo’s customer service is our 24/7 contact centre. Our team is known to resolve technical difficulties with speed - and a smile. Whether you call at 2 am or 2 pm, you’re always guaranteed helpful advice with a human touch. 

Some of our contact centre statistics: 

  • 69% of all support emails are resolved within 1 reply, 86% are resolved within two replies 
  • Our Help Centre knowledge base receives over 75,000 unique visits each month with an average satisfaction rating of 90%


The result 

Our relentless focus on customer service has given us a 9.6 / 10 rating from Hellopeter’s trust index, which reflects our customer loyalty and our focus on service delivery. 

Xneelo doesn’t have a sales team - our customers are our sales force. If we’re doing our job well and delivering good value, then our customers tell their friends and clients about us - Hellopeter is one of the ways they go about doing so. This is how we’ve grown over the years and it’s how we’ll continue to grow, by offering a relevant and valuable service to the South African business community.


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