GoDaddy Made it Quick and Easy

godaddylogo The goal of a customer service interaction (except at some companies) is to get the customer’s issue resolved in a timely manner and to the customer’s satisfaction. When I called GoDaddy this morning, they did exactly that.

This morning, GoDaddy emailed me saying some of my domains had just expired. I had meant to renew them, but have forgotten to. They included their phone number right in the email, so I gave them a call.

The phone menu was pretty simple. I wanted sales / customer service (the first option) and I needed help with domain names (again, the first option). I had my customer handy, but most have forgotten a digit or something. The phone system said it couldn’t find my customer number and was transferring me to a representative. A few seconds later, I was talking to a human.

The guy (I think his name was Scott) asked me for my customer number again, verified my name and call PIN, and asked how he could help. I told him that my domains had expired and I wanted to renew them. He assured me this wouldn’t be a problem and quickly looked which domains were expiring and when.

We quickly identified which domains had expired and he confirmed that I wanted to renew them. I asked if there were any discounts and he managed to get a few dollars taken off the price. I told him I was ready with a credit card when he was. He asked if I had a card on file and I said I didn’t think so, but apparently the card I was ready to give him was on file. He confirmed the order, charged my card, and I was done.

He didn’t try to upsell me that much during the call, which is something that GoDaddy, a relentless marketing company, usually tries to do. Another thing that surprised me was how quick the call was; from the time I dialed to the time I hung up was about 5 minutes.  This is really great and certainly makes the experience a lot more enjoyable.

There are some things companies can learn from GoDaddy in this situation:

  • They clearly included their phone number in the email (thus making is easy).
  • They made billing flexible and easy (thus making it both fast and easy).
  • Their systems are designed for fast and easy transactions, especially for common things like domain renewals (thus making it fast).
  • They remind and notify their customers about what’s happening with their individual accounts frequently (there are different schools of thought on this).

5 Responses to “GoDaddy Made it Quick and Easy”

  1. Ben Cecka said:

    Feb 27, 08 at 12:41 am

    I also made a call to GoDaddy customer service today with a locked account and some server questions. I probably had them on the phone for a good half hour and it was the most enjoyable call of my entire day (I called at 5:30pm)!

  2. godaddycode said:

    Mar 17, 08 at 7:18 pm

    Godaddy provides excellent service once I got my problem fixed within 24 hrs. It is worth renewing your account at godaddy. what more we can get discount coupons in exchange we can get amazing discounts

  3. scott said:

    Mar 26, 08 at 10:22 am

    I’ve been purchasing and registering domains through Godaddy everyday for the past two weeks. Today, I can’t open their home page to access my account. The server is not responding. I’ve tried with proxy servers and I get messages that say ‘denied because you are in China’. If I type in one of my domains, the free godaddy parked site will appear. This all just seems so very wrong. Why would they accept my purchases and host my parked domain but suddenly access to their server? Does anyone have their international customer service number that I can call? Thanks.

  4. Chris Bittler said:

    Jun 20, 09 at 11:20 pm

    Yes, the telephone support is excellent. It has to be, since the the online support (How To pages, FAQs, Glossary, etc.) are confusing and circular. Plus, every time you click on any menu choice it opens another window or tab. Also, they seem to request your user name and password every other time you go to an new page–and even when you put in the correct info it sometimes comes up as invalid.

    The phone reps are quick, friendly and can fix problems quickly. But they seem blissfully ignorant of why things go wrong so often. But, hey, if your goal is to spend your own time and money chatting with friendly phone support staff, Godaddy is definitely a great choice.

  5. Ronald Clay said:

    Sep 23, 09 at 3:01 pm

    Seriously? I would have thought that this was all too obvious by now.