GoDaddy - Contact Center of the Year
Company: GoDaddy, Scottsdale, AZ
Company Description: GoDaddy powers the world's largest cloud platform dedicated to small, independent ventures. With more than 14.5 million customers worldwide and more than 63 million domain names under management, GoDaddy is the place people come to name their idea, build a professional website, attract customers and manage their work.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Business Services Industries
Nomination Title: GoDaddy - Shifting the global economy toward life-fulfilling independent ventures
Tell the story about what this nominated contact center achieved since the beginning of July 2016 (up to 650 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:
At GoDaddy, our vision is to support a global shift toward independent ventures. While claiming “the customer comes first” is nearly cliché, for us the customer really is everything. We want to see the world change through our customers, and are working diligently to shape our business around supporting their needs.
Following the February 2016 launch into Asia, GoDaddy expanded our global reach into Europe. We acquired Host Europe Group (HEG), the largest privately-owned web services provider in Europe. With HEG – whose vision of serving small businesses aligned with our own – our footprint expanded into Germany and the UK growing to a total of 56 global markets in four years. Additionally, 1.7 million customers and local care teams were brought into the fold.
GoDaddy Turns 20
We have a long history of providing superior, around-the-clock customer support. In fact, we hit a significant milestone this year as our organization turned 20. From operating out of a small house, where our servers were being stored in a real closet, to offering products and support in over 56 markets and over 100 countries. In tech industry terms, we’re practically ancient at 20-years-old, but we work every day to keep our culture and offerings fresh and responsive to changing needs.
Our care team is segmented by regions (U.S. care for the U.S., India care for India, etc.) and is also segmented by our customers self-selected technical ability. Our personalized customer care is the “secret sauce” to GoDaddy’s success. Care handles an average of more than 50,000 customer interactions every day! The team of approximately 3,400 representatives are available to provide support to more than 17 million customers worldwide.
Our Care Culture
While we focus on significant KPIs to ensure efficiency and workforce productivity, the key to our success runs much deeper. We believe happy employees lead to happy customers.
Taking care of our employees is and extension of our customer-focused culture. We nurture an employee-friendly environment at every turn. Here you’ll find many tech firm staples, such as casual dress and fun amenities, as well as a strong and sincere effort to leverage our technology capabilities to serve our employees. One example is an internal tool dubbed “UserVoice” where employees can connect with management across the organization to ask questions, share feedback, and voice concerns. It’s monitored closely by various leadership, and response is timely, allowing us to prevent small issues from snowballing, and allowing us to turn frustrations into opportunities.
Treating our employees with the same care and respect as our customers has its benefits. Our culture is infectious and customers can call or chat with us any day, any time and speak with an enthusiastic, helpful GoDaddy employee. Our representatives are always ready to help, offering consultative solutions, technological support, and business advice.
We have created a collaborative culture that works fearlessly, fails forward, and is filled with a “can-do” spirit that is as entrepreneurial as the startups we support. GoDaddy was built on grit, perseverance and owning outcomes against the odds. Together we join forces, work fearlessly and live passionately in pursuit of uncommon outcomes.
Even as our company has grown over the past two decades, and the environment shifts constantly around us, we’ve stayed true to what was best about early GoDaddy: our customer obsession, our grit and our camaraderie. We’ve celebrated the new ideas and diverse perspectives that have evolved out of our growth. We are thousands of extraordinary and passionate individuals united by a singular vision that will change the world. We are bent on action, selflessly transparent and driven to create uncommon outcomes for our customers.