Email support in favor of phone, chat — GoDaddy eliminates
Firm states client satisfaction is higher with phone and chat support.
GoDaddy has stopped offering support by email for U.S. clients, instead pushing them to phone and chat support options.
Nick Fuller, Communications Manager at GoDaddy.com, told Reglike that the firm made the switch following reviewing client behavior and satisfaction scores:
We’ve seen a shift in the way our clients engage and while talking to a ‘real person’ on the phone is still the overwhelming preference for the vast majority of our clients, there’s been a shift in the way people engage electronically. Clients are interested in having their issue fixed quickly and email isn’t conducive to speed.
Having recently used email support at GoDaddy, I understand the challenges of troubleshooting domain and website questions on a slow medium. Given the back and forth, chat or phone support would have been a better option.
A GoDaddy client and former employee noted a very long wait time for chat over the weekend, though.
Fuller stated the result of the change has been “stunning”:
Our email support team consistently had the lowest client satisfaction scores. Now, our live chat team has some of the highest client satisfaction scores in the firm. And that’s significant when you consider our Net Promoter Score for clients who call and talk to a client rep rank us ahead of firms like Nordstrom and Zappos.
