I have seen a lot of negative stuff about GoDaddy’s service on the blogs but I sense that they are aggressively trying to change that, and what I have experienced so far is a great case study for how businesses can use Twitter and other social media. Here’s the story:
1. I set up a WordPress blog on GoDaddy and screwed up the plugin installation like a dope
2. I called GD tech support and was told they don’t support WordPress (even though they feature it in their Auto Install applications center)
3. They sent me a survey re the call and I mentioned that they should support simple WordPress issues
4. I posted on Twitter to see if anyone could help with the issue
5. I got a tweet from @GoDaddyGuy (Hi Alon) saying he had emailed the solution to the problem. He had also left a message on my office phone!
6. I got a follow up email from Warren Adelman, President of GoDaddy, that did not seem like it was canned. It mentioned my comments re WordPress and how they were addressing them.
So what can you learn from this as a business?
People are using social media to get help. Here are the latest tweets on plumbing alone. Smart businesses could monitor searches for relevant questions on Twitter Search and come to the rescue. It’s no different than Yahoo Answers in that way. GoDaddy was actively scanning Twitter (and many other social media sites I bet) for people having issues and providing help where needed. Way to go…daddy.
Update: More about GoDaddy’s phone call strategy