I've been building websites since the 90's, and used so many hosting companies I've lost count. But I've never found any company whose tech support team was as knowledgeable, and well-prepared as Namecheap's.
When it's 3.00am, and you've been wrestling with some crazy website connectivity issue for the last 6 hours, you're hyper-aware you have to do the draft handover the final site to the client at 9:00am, and you finally give in and contact the hosting company to help you out, you really want the people you're chatting with on the other end to KNOW what the heck they're talking about! And Namecheap's staff somehow, always do.
I don't care about their website builder and all of that superfluous tosh; what I need is decent geeky nerds on hand who know what they're doing!
They're not the cheapest of the hosting companies out there, but a couple of dollars extra per month are definitely worth it for the quality and the great support. But you can always pick up a nice little discount on new hosting accounts and domain name purchases.
Don't cheap out when it comes to your business people!!!
Also, there's no denying they have the best up-time, and the simplest purchasing process in their class. I like that kind of convenience.
Finally, I rather like that they're involved in the fight to keep the web free and clear of external over-regulation.
I don't think that only providing chat and email support is the best; sometimes it's nice to talk with support, so a telephone support service would be nice to see.
Having said that, I've never had a support issue go unsolved, so I guess they don't need it!
If you're worried about having one company be in charge of all of your online entities in case something goes wrong, buy your HOSTING with Namecheap, and purchase your domains elsewhere.
I need reliable, fast, secure hosting with constant up-time, and absolutely excellent tech support. Namecheap delivers on all counts, and have done for the past 6 years.