Case Study: GoDaddy achieves higher first-call resolution and customer satisfaction with Ubiquity

Transforming Tech Support with Data Analytics

GoDaddy, a payments terminal and software provider, faced a challenge where its engineers were spending too much time on escalated technical support calls for its point-of-sale solutions. This reduced the time available for product development. The company partnered with vendor Ubiquity to provide initial Tier 1 and Tier 2 support with the goal of reducing hand-offs to engineers and improving customer satisfaction.

Ubiquity used data analytics from its proprietary CRM to identify unknown call drivers and determine their root causes. This analysis allowed Ubiquity to redesign targeted agent training and improve call routing to direct issues to the most appropriate agent. As a result, the program achieved a 39% drop in the hand-off rate and boosted customer satisfaction to 93%.

GoDaddy

Krishna Gollamudi

Head of Customer Success