One of the topics CS/CX leaders think about often is how to make service seamless and effortless, which of course ultimately creates a great customer experience and can reduce service-related expenses.
GoDaddy.com recently added an interesting feature to their account management screens, which helps customers determine whether or not they wish to leave on-line self-help and call GoDaddy’s support teams.
In the right column, there are a few pieces of information that answers questions we all think to ourselves when we’re searching for information even on other sites.
- Is GoDaddy’s system having problems?
- If I call GoDaddy’s customer support team, how long will I wait in the ACD queue?
- What in the heck IS the customer support number to call GoDaddy’s support team and when are they open?
- How can I avoid calling customer support?
Here’s the screen shot from my GoDaddy account. Today, I was trying to cancel some services because I no longer needed them. You can see these four questions answered in the right column.
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There are no known system problems as of the specific date and time posted, the ACD queue wait time could be 3 minutes, and the telephone number to 24/7 support is 480-505-8877.
The options to avoid a call to customer support include creating an on-line ticket or going to user forums.
Ingenious? No. Simple, elegant, useful, functional, insightful, thoughtful, user-friendly, and customer focused? Absolutely yes. Connecting on-line support to ACD queue wait time is great. Offering options to get additional help when and where you need the help is a thing of joy.
Seamless and effortless. Simple and probably really easy to implement. Great service doesn’t HAVE to be expensive.
Good job, GoDaddy!
Disclosure statement. I do have an account with GoDaddy and I pay for services just like everyone else does. I have no current or future financial interests in the GoDaddy company.