Company says customer satisfaction is higher with phone and chat support.
GoDaddy has stopped offering support by email for U.S. customers, instead pushing them to phone and chat support options.
Nick Fuller, Communications Manager at GoDaddy.com, told Domain Name Wire that the company made the switch after reviewing customer behavior and satisfaction scores:
We’ve seen a shift in the way our customers engage and while talking to a ‘real person’ on the phone is still the overwhelming preference for the vast majority of our customers, there’s been a shift in the way people engage electronically. Customers 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 customer and former employee reported a very long wait time for chat over the weekend, though.
Fuller said the result of the change has been “stunning”:
Our email support team consistently had the lowest customer satisfaction scores. Now, our live chat team has some of the highest customer satisfaction scores in the company. And that’s significant when you consider our Net Promoter Score for customers who call and talk to a customer rep rank us ahead of companies like Nordstrom and Zappos.