I am almost always monitoring my business, whether it’s from my computer or my phone. When someone asks me a question, inquires about a domain name, or has an issue with one of my websites, I am very quick to respond.
It’s probably because of my own speedy response time that I expect the same from companies with whom I do business. Unfortunately, most companies try to respond to support tickets within a day or two rather than within a few minutes or hours.
I read something interesting on NamePros regarding the service time at Voodoo.com, and I thought it was interesting. According to Voodoo.com founder Donny Simonton, the “average time to close a ticket no matter when it’s received is 38 minutes over the past 30 days.”
I don’t know what types of issues Voodoo’s support team sees, but having an average response time of under an hour is fantastic. Not only that, but Donny said it’s the time it takes to close a ticket, as in resolve a customer’s issue, and not simply responding to support requests.
I have stopped doing business with some companies because of customer support issues, and I think it’s pretty cool to see a company that understands the needs of its domain investor clients. It’s not end of the world if a ticket takes a bit longer to resolve, but it’s great to see that there is some great customer support in this business.