How Twitter and GoDaddy Saved This Customer!

I have been a GoDaddy customer for years. I’ve purchased countless domains, hosting packages—you name it. In all my years with GoDaddy, I’ve never encountered a performance issue like I did this week. My blog came to a screeching halt and began running like molasses. This, right after 32 new “fans” joined the Well Planned Web Facebook page and two new email updates were sent to subscribers. I’m a usability freak. Speed=usability. There was no way any visitor in their right mind would stick around waiting for my pages to load. This was digital torture!

Over the course of two days, GoDaddy customer service addressed my requests for updates. When I called, I was assured the issue was being worked on and was top priority. I know GoDaddy well enough by now to know that they weren’t feeding me a line. GoDaddy mentioned that this issue was affecting an entire server, so many customers were impacted. I was reassured and knew that GoDaddy was all over the problem.

But…being impatient, I decided to get on Twitter to see if anyone else mentioned it. I posted my own Tweet. Sure enough, @GoDaddyGuy (GoDaddy’s primary Tweeter), responded immediately with a direct message apologizing for the inconvenience and stating that they were still working on the issue. Again, GoDaddy can make this statement and I know it’s true. But, I was still impatient…watching my pages crawl.

The following day, I was away from a computer for 20 hours so couldn’t check the status online. I wondered if my site was still sluggish and it weighed on my mind as I handed out business cards and mentioned my blog. I envisioned my new contacts coming to my blog, only to get fed up and abandon. Eek!

Twitter to the rescue.

@GoDaddyGuy followed up with a direct message later that day. His message was immediately sent to my phone, like all direct Tweets. He wanted me to know that the issue was resolved and that my site was up to speed again. My load was lifted. I felt relaxed. Best of all, I didn’t need to wait another 12 hours (when I’d have computer access again) to find out whether it was resolved.

GoDaddy could have easily committed what I call a “Tweet and Run” — where they pacify the customer with a “we’re working on it” and hope the customer goes away. Not so with @GoDaddyGuy. Highest of fives, GoDaddy, for using Twitter to ease my mind and strengthen this customer relationship.

What are your customers saying?

Do you have customers who are asking questions about your industry or business online? Take a cue from GoDaddy on using Twitter as one more communication tool.  Talk to customers! Follow up! Don’t Tweet and Run. Treat your online Tweeters like any other customers. Resolve their issue and…who knows…they may even blog about you!

Deana Goldasich

Deana Goldasich, CEO and founder of Well Planned Web, plans and implements Content Marketing to help clients nurture leads, market their expertise and create an impactful presence online.

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