Support and operations staff quadruple.
I recently read Elliot’s post about Moniker’s extended phone support hours.
I’ve been tracking the support situation at Moniker/SnapNames since KeyDrive bought the companies from Oversee.net, as a number of people have made comments about it. Some customers were also concerned because their account manages left the company.
Here are some more details about the support changes at Moniker/SnapNames.
DNW: How did the support changeover from Oversee.net occur?
Moniker/Snap: Given the recent acquisition of Moniker and SnapNames by KeyDrive, and clearly the highest priority by both companies, the support transition began immediately. The first step was to bring in a seasoned client services management team as well as update the support system technology; this started in March culminating with a completed migration of the support portal in June. During this migration the underlying support systems have undergone a major upgrade. Added improvements include a new phone infrastructure, increased staffing and increased hours.
Most importantly, we are pleased to say, is the very positive response we have received from our customers specifically the domain investor community. We’ll keep you posted as we continue to add new support features.
DNW: How has the support function grown since the acquisition?
Moniker/Snap: Our support staffing levels and hours are now based on key service level goals, response time and quality, that are rigorously monitored. From an operational and support perspective this also meant a staffing increase of over 400% from previous levels. Additionally, we are committed to responding to all support calls and online cases within 24 hours – both internationally and domestically.
We understand the importance of providing customers a means to interact with our support team in a manner that they are most comfortable, and for many of our customers, that means picking up the phone and talking to a live person that can help them in real-time.