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Help Center operations are what GoDaddy CEO and Founder Bob Parsons likes to call "the secret sauce." Although he's the first to say that GoDaddy offers great products at great prices, the real key to its success he says is its top-flight customer service. And when it comes to sauce, GoDaddy lays it on thick. "About 1,600 of our employees are locally-based customer-service reps," the GoDaddy executive states in the January 2009 edition of Inc. magazine. "They go to GoDaddy University to get trained and then work with a senior person until they are ready to take calls on their own."
About 70% of the corporate staff is devoted to taking care of customers - answering their questions, solving their technical dilemmas and getting them on their way. All GoDaddy service reps - including a dedicated staff for Spanish-speaking customers - are housed in the Company's U.S.-based support centers.
In 2008 alone the GoDaddy support staff handled over 6 million customer calls, spending an average of 10 minutes on the phone with each customer. The staff also answered thousands of email requests for help, responding within 6 to 8 hours of receiving each request. In addition to fast, friendly phone and email support, Go Daddy offers an extensive online database of over 3,500 help articles that address typical GoDaddy problems. The most popular are the Company's 50 downloadable Help Guides. These guides deal with everything from how to transfer your domain to Go Daddy from a particular registrar to the finer points of setting up a Linux Virtual Dedicated Server.
For the visual learners out there, the GoDaddy help center offers two dozen tutorials that walk viewers step-by-step through the process of registering domains, setting up GoDaddy hosting accounts and SSL certificates, launching Photo Album and activating all the bells and whistles that come with GoDaddy's all-in-one eCommerce solution, Quick Shopping Cart®. GoDaddy keeps motivation high among customer support staff with competitive salaries, generous benefits, performance incentives and cash giveaways. When it comes to his employees, Bob is very generous. In late 2008 when other CEOs were laying staff off, Bob rewarded his with a $2-million holiday party at Diamondback Stadium in Phoenix.
"It's important for us to make GoDaddy a fun and rewarding place to work," he says. "I learned a long time ago that happy employees who are excited about what they're doing perform at a higher level, which in turn allows us to deliver the best customer service in the industry."
And that, says Bob, is the GoDaddy secret.