Why BigScoots Ranks #1 in Customer Support

What I learned after anonymously testing seven major WordPress hosting companies

🎬 The Idea Behind the Test

One thing I’ve always noticed about web hosting reviews is that they focus on performance, uptime, loading speeds, or pricing, but not on the one thing that actually matters when you’re stuck: customer support.

So, earlier this year, I teamed up with my friend Mike Demo, who’s been part of the WordPress community for years, to finally put support teams to the test.

Our plan was simple: act like real customers, anonymously sign up for hosting with seven major managed WordPress providers, and see who truly takes care of their users when something goes wrong.

The hosts we tested were:
BigScoots, Rocket.net, Kinsta, Hostinger, InMotion, WP Engine, and WordPress.com.

🔒 Keeping It Fair and Anonymous

This entire project was designed to be independent and unbiased.

Even though BigScoots sponsored the video, they had absolutely no say in how the tests were run or what the results would be. They didn’t know when the tests would happen, who they’d be compared against, or even what scenarios we’d use.

To make sure everything was fair, we hired a virtual assistant who posed as an average WordPress user. That way, the support teams didn’t recognize me or Mike, and they responded just like they would to any normal customer.

We also went the extra mile to pay anonymously (using burner credit cards) and connect through a VPN so that no company could trace the tests back to me or my channel.

🧪 The Six Real-World Scenarios

Each host was tested through six identical support situations, all based on real problems that everyday users run into:

Account setup and onboarding, how easy is it for a new user to get started?
Site migration, how hands-on and fast is the support team?
Admin lockout, what happens when you can’t access your WordPress dashboard?
White screen of death, how do they troubleshoot a broken plugin?
Missing favicon, do they diagnose subtle issues or give generic answers?
Cancellation and refund, can you leave easily and get your money back without hassle?

All seven companies were tested with the same problems, the same timing, and the same expectations.

🚀 Why BigScoots Came Out on Top

Out of all the companies we tested, BigScoots completely exceeded my expectations.

Here’s what really stood out:

Fast and personal responses: Their first reply came in just 6 minutes, and every single message was written by a real person, no bots, no scripts, no AI filters.
Impressive migration process: The migration was completed in 25 minutes, and then a second technician reviewed everything to make sure nothing was missed. I’ve never seen another host communicate that level of quality control to the customer.
Clear, thoughtful communication: Their team explained exactly what was happening and followed up to confirm that everything was working properly, not because a system told them to, but because they genuinely cared.
No AI automation: BigScoots doesn’t use chatbots at all. And yet, their human response times were faster than most AI-driven hosts in the test.
Proactive support: After signup, a real team member reached out just to see if I needed help getting started, again, not an automated email.

When I talked to BigScoots’ VP of Client Success, Katie Stapley, after the test, she told me “Every interaction, from our live chat to our migration process, was highlighted for our consistency, clear communication, and genuine care. Seeing our team’s dedication shine through means the world.”

That quote honestly sums up exactly what I experienced. Their team doesn’t just fix problems, they own the customer experience.

💬 How Other Hosts Responded

After publishing the video, several of the hosting companies reached out to comment on their results, and I really respect that.

Kinsta clarified that their support doesn’t actually use AI chatbots, it’s an automated decision tree that connects you to the right human faster.
InMotion acknowledged that the test highlighted areas where migrations could be smoother and said they’re already working to improve that.
WP Engine admitted that their support experience fell short of expectations and promised additional training for their team.
WordPress.com thanked me for pointing out flaws in their AI-driven system and shared that they’re reworking their entire approach to make future interactions “less process, more human.”

It takes humility for big companies to acknowledge that publicly, and I think it shows the value of doing real, transparent tests like this.

📊 What the Numbers Showed

Category	BigScoots	Average
Initial Human Response	6 minutes	45+ minutes
Full Issue Resolution	35 minutes	2–3 hours
Migration Completion	25 minutes	1–24 hours
AI Chatbots Used	None	5 of 7 hosts used AI
Secondary Migration Review	Yes	Rare

It’s easy to say your company provides great service, but numbers like these prove it.

🏁 The Final Rankings

After analyzing all the results, here’s how the hosts stacked up overall:

🥇 BigScoots, clear winner for speed, accuracy, and authentic human support.
🥈 Rocket.net, also outstanding, with quick and professional human responses.
🥉 Kinsta, strong support and a great human-first routing system.
Hostinger, very fast thanks to AI, but less personal.
InMotion, decent help, but slower and overly technical.
WP Engine, disappointing troubleshooting experience.
WordPress.com, major delays due to AI handoffs, though they’re already fixing that.

💡 What I Learned

After months of testing, here’s the main takeaway: human-first support still wins.

Automation can save time, but it can’t replace the clarity, empathy, and accountability that come from talking to an actual expert.

BigScoots and Rocket.net proved that you don’t need AI to deliver fast support, just a great team that actually cares.

And maybe the biggest lesson for me as a creator: transparency matters. The fact that BigScoots sponsored this video without knowing the outcome says a lot about their confidence and integrity.

As I said in the video, “Customer experience arguably matters more than your website loading 20 milliseconds faster.”