GoDaddy files client support-related patent applications

Patents cover a better way to provide support.

Picture of client support representatives in a call center with "Client support" in black text on a red background

GoDaddy (NYSE: GDDY) has filed a couple of patent applications (pdf, pdf) for an improved client service experience. Whether or not you think it ought to be patentable, I sure wish firms would adopt this idea.

The patents have two main elements to them:

1. When someone is within their account at GoDaddy and needs to contact support, they can use a one-time passcode to validate with the client service representative. The screen may display this one-time code or it could be texted or emailed to the client. Ideally, they wouldn’t need to provide other supporting information to validate their identity to the representative.

2. When the user provides that code, the client service representative will see the history of what the client has been doing on the site prior to the support call. The patent gives an example of someone building a website and calling in for support.

My typical experience when calling a firm for support goes something like this:

1. Enter my account number on the IVR

2. Answer an IVR question regarding what I’m calling regarding

3. Get transferred to live rep

4. Live rep asks me my account information AGAIN and what I’m calling regarding AGAIN

So GoDaddy’s system is an improvement, especially when you’re doing something like building a website.

As a GoDaddy client, what I’d love to see is better logging. For example, why have the last three times I’ve added domains through the Domain Listing Service has the listing failed? I don’t even get an email from the firm saying the process didn’t complete.

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