GoDaddy.com
Company: GoDaddy.com, Scottsdale, AZ
Company Description: Go Daddy provides a one-stop shop for individuals and businesses to establish, maintain and evolve an online presence. Go Daddy offers a variety of domain name registration and website hosting services, as well as website builders, e-commerce and security solutions, and productivity and marketing tools.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Services
Nomination Title: GoDaddy.com
Tell the story about what this nominated department achieved since the beginning of July 2010 (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 simple - to deliver products at competitive prices and to
take care of the customer above all else. Go Daddy’s Customer Care team of
1,700 representatives handles an average of more than 24,000 customer calls
every day.
In the past year, Go Daddy’s Customer Care Centers sought to improve “First Call
Resolution” (FCR), meaning that customers only need to call once to resolve
their question or concern. Go Daddy representatives strive to provide customer
solutions during the first point of contact so customers don’t have to call back.
Go Daddy representatives deliver first-class service on a broad array of
products, but the team recognized that some customer calls were more complex
than others. To answer customer questions more quickly and accurately, Go Daddy
created specialized teams and increased hosting support.
In September 2010, Go Daddy initiated the FCR team to review instances of
multiple calls from the same customer. The team analyzes trends and suggests
product and procedure improvements to address customer issues. Additionally,
the SSL and Hosted Exchange Email Support team was created to provide 24/7
specialized support for both services.
Since July 2010 Go Daddy doubled the size of its bilingual Spanish support team
and tripled the size of its Hosting Support teams, who focus on providing
advanced support for hosting services.
Thanks to these initiatives, issues addressed on the first call rose from 79.15
percent in July 2010 to 82.54 percent in July 2011, giving Go Daddy
representatives more time to serve other customer needs.
Go Daddy’s specialized teams increased call handle time, but greatly improved
the quality of conversations with customers. By eliminating customer call back,
Go Daddy customers save time. In 2011, more than half of customers were
extremely likely to recommend Go Daddy customer service to a friend.
When solving a customer’s technical issue, Go Daddy’s Customer Care Team goes
one step further to ask what a customer needs to increase their online presence
or to make a customer’s business successful. In the past year, Go Daddy
expanded its Hybrid department which specializes in outbound calls to existing
customers with a focus on discovering customers’ online goals and establishing
stronger customer relationships.
This year, Go Daddy witnessed tremendous growth with an expanding customer base,
growing from 8.2 million active customers in July 2010 to more than 9.7 million
in October 2011. Over a 12 month period, Go Daddy achieved $1.1 billion in
sales. Go Daddy achieved an Internet milestone in September 2011, exceeding 50
million domains under management.
In the future, Go Daddy looks to expand specialization as well as language
support to meet a growing base of international customers, up 37 percent since
July 2010. Go Daddy’s Customer Service team focuses on three goals – taking
care of the customer above all else, providing the employee with training
opportunities to enhance skills and accelerating the company with increased
revenue and profitability.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
Contact Center Pipeline (April 2011)
attached
Web Host Go Daddy Surpasses 50 Million Domain Name Milestone
http://www.thewhir.com/web-hosting-news/092611_Web_Host_Go_Daddy_
Surpasses_50_Million_Domain_Name_Milestone
Go Daddy is One of the Good Guys
http://www.webhostingsearch.com/articles/good-guys-godaddy.php
Go Daddy Expands Into Asia with New Singapore Data Center
http://www.godaddy.com/newscenter/release-view.aspx?news_item_id=323
Go Daddy Grows Again … Secures More than 500,000 Websites with SSL
http://www.godaddy.com/newscenter/release-view.aspx?news_item_id=357
Go Daddy Launches Next Generation “4GH” Web Hosting
http://www.godaddy.com/newscenter/release-view.aspx?news_item_id=362
Go Daddy Officially Opens New Facility Looking to Fill New Jobs
http://www.godaddy.com/newscenter/release-view.aspx?news_item_id=314
Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:
Miguel Lopez oversees the Customer Care Center and is responsible for ensuring
unparalleled service to Go Daddy customers world-wide.
Miguel is an accomplished executive with experience at Coca-Cola, EDS, Tecate
and Bank of America, where he was the Division Marketing Vice President for the
Southwest region. Miguel has a Bachelor of Science in Industrial and Systems
Engineering from Tecnológico de Monterrey in Mexico and an MBA from the
University of Arizona.