GoDaddy.com
Company: GoDaddy.com, Scottsdale, AZ
Company Description: Go Daddy helps individuals and businesses succeed online. Go Daddy is the world’s top Web hosting* and domain name provider serving nearly 11 million customers, many of whom are small business owners looking to leverage the Internet. *Source: 451 Research (Mass-Market Hosting Report-Fall 2012)
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service
Nomination Title: GoDaddy.com - Best Use of Technology
Tell the story about how technology has improved your customer service initiatives since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Go Daddy’s mission is to empower every customer, 10.7 million and counting, with the resources, products and support they need to thrive online and to do so with empathy, understanding and enthusiasm. The use of technology to respond to and resolve customer queries is vital in achieving first call resolution and helping customers reach their goals.
From new product launches to routine support requests, Go Daddy employs an arsenal of informational and analytical tools to ensure customer needs are met. Internally developed customer relationship management (CRM) software and shared processes tools like Accuracy Through the Use of Lists (ATUL) have been designed by the company to not only track, but also strategically address opportunities.
Coupled with call recording and phonetic analysis software from NICE Systems, technology has enabled the company to revolutionize its approach to consulting with customers, training employees, product enhancements and speed of service. Go Daddy employs NICE Systems as a means by which to analyze calls. From the data obtained, quality assurance professionals can glean the types of reoccurring support and product roadblocks customers are encountering and either train for success, create support articles or forward feedback to product developers. Analysis of the data has been used to highlight trends and create performance benchmarks for products and service.
Case in point: Go Daddy used NICE Systems data to analyze which products were driving call volume. After categorizing the data, it was determined that 35.2 percent of calls were related to Shared Hosting. Using the keyword feature and custom programming, Go Daddy discovered that one of the top challenges customer faced was file transfer protocol (FTP), a basic function for getting a website published.
Go Daddy found there were thousands of different ways customers could complete the FTP process. The seemingly endless path of “choose-your-own-adventure” meant longer hold times, longer call queues, increased labor costs and, most troubling, a poor support experience for customers. A standard call for this issue took an average of 21 minutes to resolve.
Go Daddy’s Operational Excellence team created a task force that included leaders from customer care, hosting and operations to address the issue. The team was able to come up with a clear front- and back-end support path for FTP in only three days. The solution lowered handle time, increased customer satisfaction and made a confusing process simple.
Turning a 21 minute FTP issue into a simple step that takes less than 90 seconds to complete is a huge win for all parties. By conducting similar queries, Go Daddy continues to evolve its support of the company’s vast customer base, achieving significant performance enhancements day after day.
As we say here, “technology is part of what makes Go Daddy go. But it’s how we use technology that makes Go Daddy successful.”
Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:
Tyler Wirtjes, Go Daddy Vice President of Customer Care
As Go Daddy's Vice President of Customer Care, Tyler Wirtjes embodies the company’s customer-first spirit. As the leader of Go Daddy’s 2,000-member Customer Care Center, Tyler drives the strategic vision for Customer Care while also ensuring our core values remain the same.
In his 11 years at Go Daddy, Tyler's career has taken him from the ground up, starting by helping customers with domain names to, now, his influential position as a member of Go Daddy's Executive Leadership Team.
One of the inaugural Go Daddy Founder's Award recipients, Tyler is an ardent advocate for Go Daddy's customers and is one of the driving forces behind Go Daddy’s continued passion for helping small businesses succeed.