Communicating with customers in uncertain times is reassuring and appreciated. Earlier today, I read an Afilias blog post drafted to reassure partners and clients of the company’s “business continuity protocols” that have been enacted to keep the company running during the coronavirus (COVID-19) outbreak. Afilias is more of a business to business company, and I think that blog post was timely.
This afternoon, I received an email blast signed by Network Solutions CEO Sharon Rowlands. The email let customers know how Network Solutions is prepared to manage customer accounts and maintain services during the outbreak. I do not have many domain names registered at Network Solutions, but I think it was a wise idea to send an email like this to customers. I hope other companies do the same to reassure customers and offer guidance to those in need of assistance.
Here’s the email sent to me today:
COVID-19: We are ready. Simple things you can do to prepare
Coronavirus Readiness:
Your online capabilities are more important than ever.
Dear Top Notch Domains,,
The spread of coronavirus (COVID-19) is on all our minds and in the news. We’d like to reassure you that Network Solutions has been monitoring this situation closely to ensure we can meet the ongoing needs of our customers. As a global company with operations in 10 countries, we’re prepared to assist you through this time.
We have geographically diverse call centers open to serve you
You can always reach us through your Account Manager and via chat
We have developed plans for our employees to work from home should the need ariseSteps you can take to prevent disruption to your business:
Log into your Account Manager to ensure that your payment information is up to date and that your credit card has not expired.
Update your personal information, as well as all authorized users and contacts on your account.
To ensure your services remain active, renew your services now or set them to auto-renew.
Should you need remote collaboration and productivity tools, as a courtesy we’re offering all customers Professional Email Plus, complimentary for one year.* Use code: PRO at checkout.This crisis is demonstrating that online capabilities are more critical than ever—and so is the high level of support you’ve come to expect from us.
Please reach out to us if you need any further assistance. We’re happy to help.
Best Regards,
Sharon Rowlands
Sharon Rowlands
Chief Executive Officer
I have been a custermer for 20 years and I am now being treated horribily. I am finally on the phone with a gentleman with Network Solutions and says this is horribly and reaching someone higher in the company. I have been with the company for 20 years during this Covit -19 Companies fortune 500 hundreds are working with all. I have experienced the loss of Covit-19 dear to me and now I have asked and given words and all was dishonored. I am presently on the phone for 4 hours my business portal is down and email I requested a 15 day extension was refused explained of dear friens death Maurice Monroe from is the only one that is taking compassion to the disrespect and unloyalty given in writing for 7 days extension which you turned my company off 3 of those days