Support and operations staff quadruple.
I recently read Elliot’s post about Moniker’s extended phone support hours.
I’ve been tracking the support situation at Moniker/SnapNames since KeyDrive bought the companies from Oversee.net, as a number of people have made comments about it. Some customers were also concerned because their account manages left the company.
Here are some more details about the support changes at Moniker/SnapNames.
DNW: How did the support changeover from Oversee.net occur?
Moniker/Snap: Given the recent acquisition of Moniker and SnapNames by KeyDrive, and clearly the highest priority by both companies, the support transition began immediately. The first step was to bring in a seasoned client services management team as well as update the support system technology; this started in March culminating with a completed migration of the support portal in June. During this migration the underlying support systems have undergone a major upgrade. Added improvements include a new phone infrastructure, increased staffing and increased hours.
Most importantly, we are pleased to say, is the very positive response we have received from our customers specifically the domain investor community. We’ll keep you posted as we continue to add new support features.
DNW: How has the support function grown since the acquisition?
Moniker/Snap: Our support staffing levels and hours are now based on key service level goals, response time and quality, that are rigorously monitored. From an operational and support perspective this also meant a staffing increase of over 400% from previous levels. Additionally, we are committed to responding to all support calls and online cases within 24 hours – both internationally and domestically.
We understand the importance of providing customers a means to interact with our support team in a manner that they are most comfortable, and for many of our customers, that means picking up the phone and talking to a live person that can help them in real-time.
Dean says
I called Moniker yesterday (Sunday) in regards to an issue I had with my password. I was pleasantly surprised to hear a live voice answer, and the associate was very helpful in getting the issue resolved. Complete opposite of the terrible, almost non-existent support of the past. I hope they stick with it.
Greg says
Both organizations are much improved since the acquisition
JP says
I also am very happy with this new support change. I had to call twice this week and both times someone actualy answered the phone, and was very helpful. For my 2 phone calls this week, one in which the need was very technical, I give them a 10/10 for both calls!
Sharon says
I have been on the phone for over two hours waiting for the “unusually long call volume” to subside….and still no answer. I haven’t received a response by email or call back and am unable to contact them by phone during “support hours”
After having so many domains with them, I am disappointed to say the least.
Paul D. Bain says
I have been reading a great deal about Moniker lately, primarily because it is my _sole_ registrar. And I do not like that which I am reading. OTOH, I am not sure that Moniker’s competitors are any better. For example, just yesterday, I discovered that NameCheap.com ain’t cheap — it charges more than Moniker, which recently raised its prices for DotCom domain names.
— Paul D. Bain
PaulBain@PObox.com
An annoyed customer says
What? Are you kidding me? This new support is 10 times worse than before. When payment was late I got an email by an actual person not some automated email by a bot. This new support seems to be done by a computer and/or someone who doesn’t understand the question and/or who doesn’t take time to understand the question. Answers I get are either contradictory, provide no value and sometimes just plain wrong. I was on hold on the phone for 30 minutes calling from Australia and finally told that there is no one available to take my call. They could have told me that right away and not waited 30 minutes and wasted my time and money on this call. Not to mention this was the third time I called in the last 24 hours. I don’t think they care, that’s what I think the problem is. They basically have a monopoly of sorts on some domains and are swamped with getting people’s money and could not care about the few that fall through the cracks. Their loss however as I’ve been a member for 10 years and spent 30k or more on them and won close to 100 domains. I would’ve tought that would mean something, but it does not seem to. Sad, frustrating, life-shortening experience to say the least. Unbelievable at how anyone can be so stupid. That’s what makes me think it’s a robot answering support tickets these days or their support team are runnig ragged with so many problems that they have no time to read and understad the question that they just blabber something designed to buy them so more time, but it eventually costs me and them so much more. So, so sad.