Notes

xo.co/cheatsheet ----- here we can get all information of go daddy to answer customers query.

below sites are for finding answers

x.co/help
help.godaddy.com
godaddy.com/help


We can find support pin in the account management section of help centre in go daddy help section. Similarly, we have to go to the particular section in the help centre to find the solution of any query related to that particcular topic. e.g: for domain rerlated query and code go to the domain section or same for hosting , email , marketing or security related questions.

****GAOX ---- Whenever we dont get any answer from support , seniors or help articles then we can approach GAOX to get the solution for our problems.

To reach at GAOX BOT--- In our CRM on the right side corner there is an option link option , click on that then click on ChatL2 ....then click on GAOX tool.

ECM ---extended case management .its on use for the USA customers.Its tool and we can get more information about this in cheatsheet .Guide section. to open ECM go to x.co/ecm



{{{Troubleshooting flow:}}

The flow , Skillfull questioning ,duplicate ,Here what we can do , 3 true outcomes .

Troubleshooting Flow : Clarify the conceren , Duplicate the concern , Set expectations , Investigation



Steps to resolve the problem .

1. Skill full questioning

2. Duplicate the Problem --check whether we are also facing the same problem as a customer.

3. Setting expectaions for the customers --dont set very big expectations for the customer that they dont get satisfied with us .


((Three true Outcomes)) :

Fix --- At this level we fix the issue .ere the problem is resolved.
address---Here we take some days to resolve the issue as we have addressed the customer and have listened to their concerns.
Escalate ---AT this level if we cant resolve this issue we escalate to ATS or dedicated team .


Nature of messaging : It helps to create great experience

1. Our Reputation --Company relies on guides to maintain reoutation.
2. Dual Purpose --- messaging fills the dual need of "immediacy" and "control" for customers.
3. On demand Service -- Providing service when customer is ready at any time of the day.
4. Deliberae Focus ---before hitting enter and sending message to the customer do read the proofread and dont send the wrong message to any customerwe are dealing with .
5.Respond with purpose --- Everything you send to our customer should be of value and push the conversation forward.

Account Manager is the place where customer can see his account view .
CRM --- Here we can see the view of customer account.


Domain : It is the address of the website.


DNS ---- transfer IP address name into domain name.

Ananomy of the domain name : htttp : is called protocal , www. is called host or sub domain , godaddy

is called SLD , .com is called TLD eg: https://www.godaddy.com is combine called FQDN


Types of domains : TLD is called top levlel domains , GTLDs ( generic top level domain )eg: .com are called GLTD,s these are ends with more than two letters ...... .name and. Pro gltd are ban

CCTLD (country called top level domains ) : .tv any domain extemsion which end with two letter is called CCTLD eg:bcci.tv or .cn for canada , .in for india ,.eu for europe.




{{{ Domain registeries }}


1. Registries creates TLD s.: Those who register domain are called registries .they are govt bodies . Anyone can become registery by intoducing his own TLD eg:

2. Registrars ---sells domain names extensions .they are govt bodies approved registries .eg : go dady , name cheap .

3. Registarnt : Business that register domain names are called registrants eg : we people

Registries> Registrars > Registrants


The governing bodies are called ICAAN (Internet corporation for assigned names and numbers ) . IT manages all the registered domain names data base . ICAAN set up the rules for all the domain providers so that the same domain name dont get sold to someone else .
All ip addrtess and domain are registred with ICAANS . It helps to collect human data , phone number ,mail address.

any domain can get registered for the max period of 10 years.

WHOIS : All the registered domain on any platform whether go dady or name cheap , all data is stored in WHOIS database .

who.godaddy.com to find the WHOIS data about the go dady.





{{{ Benefits of good domain names }}

1. Awareness : easy to remember,
2. Credibility :
3. Protection : Domain names are virtual reals estate. Protect your brand.


Choosing a good domain name :

Things to consider: easy to remember , easy to spell , short when possible . industry specific .

Things to avoid : Similarity to a trademark ,Hyphenated words , Multiple words strung together , Misspelled words .




{{{ Domain ownership protection (DOP) : You can change the email or phone number for your website.}}


Full ownership protection : It has all the feature of privacy and it also locks your account , they have to send an OTP to access domain.

Ulimate protection : It has everything as DOP . It protects our domain for 90 day even it expires. We can get detail about DOP in cheatsheet , help centre and go dady website.


Domain ownership disputes : We go to changeupdate for changing or gaining a domain access if they lost domain . for all domain related issues go to the changeupdate.com and fill up the form to get it resolved .


How to buy domains : go to go daddy.com -----search for the avialbale domain ...click on buy now button .

International Domain name : ANy domain name that is writen other than english language is e.g : hindi and english words mixed in a domain name.





{( Using domains :)}

What can we do with the domain :

There are four things we can do with the domain :

Hold it , Move it , USe it , Sell it

1. Hold it : People hold domains for future plans , impulse buy , brand protection .
(here we buy simmilar domains with our brand name so that in case someone type our brand with wrong spellingthen he get directed at our website only .)

Move it: Internal transfers /Account changes

https://www.godaddy.com/help/transfer-my-domain-to-another-godaddy-account-822 (This is the article to transfer the domain , we can share this article to our customers also )




2. MOve it : external transfers :(eg : enom , hostinger , hostgator etc ) - transfering domain between two registrars like godady and enom.
if customer doesnot like the service of one registrat they opt to trnasfer their domain to othe registrar.

https://www.godaddy.com/help/transfer-my-domain-away-from-godaddy-3560 ( 3560 article code to transfer our doamin name away from go daddy)

domains cant be transfered before the 60 days of buying the domain .

we cann not transfer.in domain within 10 days of purchase.

https://www.godaddy.com/help/about-coza-domains-8811

godaddy com---domain nams---transfers

Account change : it is the process of transfering the domain from one account to another account in godady.

Domain transfer : it is the process of transfering domain from one registrar to another registrar.


It takes 5-6 days for external domain transfer.and for indisde transfer it takes 15 mins and for .uk transfer happens instantly , we just need ISP code from uk client .

we can also click in downgrade protection to check domain is ptotected or not .



3. USE IT : How can we use domainn name : Create website , email and domain forwarding .

Domain Forwarding : eg: godady.com get directed to godaddy.com .this is done to get the traffic whichis on other sites due to their typing error or looking for similar product they are looking for .

301 permanent forwarding : Here search engine crawlers go through the website and find out whether its permanent or not ,accordingly they show the website in google search.

302 temporary forwarding : Here search engine crawlers go through the website and find out whether its permanent or not ,accordingly they show the website in google search.

Forwarding with masking : Here we hide the actual name of the website .

We cant apply forwarding with masking for the website plus marketimng product which we sell.


click on go dady icon-----click on domain name ---click on DNS ---click on add forwarding ---clcik on permanent 301 ---type website name where we want to forward our website --clck in keep
Now that website will open which we have typed for forwarding ,while searching the name of our website. This shows the forwarding has been done.

Due to security reasins some pages dont prefer forwarding with masking

never use https:// in front of doamin name if have appied for forwarding , as this domain will not work in that case . https:// only used for websites which are hosted .



4. SELL It: if we dont want to use the doamin then sell that domain . afternick.com is the website whee we can sell our domain name.





{ DOMAIN MANAGEMENT }} ---When customer is unable to see their domain their account


Steps to follow to check why the customer is unable to see their domain :

1. Expired domain : When domain is expired people cant see the domain in their account.

click on domain section ---click on all expired domain --click on kiosk --click on globe icon---click on domain expiration timeline --

We'll send multiple expiration emails to the DOMAIN ADMIN CONTACT within 30 days pre- and 30 days post-domain expiration.

If you are looking for emails and timing specific to a customer, check the CRM (History > Messages).


godaddy.com/help/article2675

(cheatsheet -keos -domain --domain expiration ---timeline )

https://www.godaddy.com/help/domain-name-status-codes-2675 here we can find out the staus of the domain after fidnig the status code from GAOX bot .

To get the status of customer domain problem always check the status of customer domain in

( COMMAND FOR GAOX BOT -- /domainstatus.domain name ) in GAOX BOT


{DOMAIN Status Code--267 )


x.co/cheatsheet ---keos --clcik on domain icon on right side ---DNS Zone Audit -- Article no -5825




{{ WOW Experience : Opening , Building rapport , Discovery , Solution ,}}


BUILDING RAPPORT --1. Take ownership ,2. stay engaged, 3. maintain courteous , positive ,respectful and empathetic tone .

SOLUTION :

CLOSING : Be friendly ,

dont mention the survey if you think that th econversation did not went good

eg: Great ! it was my plesure assisting you . Good luck in yournew business. If you have a couple minutes, I would appreciate


If we need some more time from the customer always use please and thank you during conversation and use customer name during conversation but dont use the name too much during conversation .Dont use the words SIR/Maam .

Before submitting the reply always prrofread the message which w have typed in .Always check whether our answer is making sense or not . Always check for spelkling mistakes and grammetrical mistakes.

FOCUS : Always be focussed during your conversation with the clients.


Daling with difficult situations :

what is bad news : Bad news is anything a customer doesn't want to hear. We cant fix every problem so bad news is inevitable . We will have to deliver bad news to our cutomers.

example : " I found out whats going on .Its not what we were hoping for .Thiskind of situation can be very frustrating for both of us .



Three skills for dealing with difficulat situations :

1. Honest : Tekkt eh customer you have bad news upfront .Use language like , I found out whats goung on , Its not what we were hoping for :
2. Empathy : SHow the customer that yu have hear them by rephrasing or summarizing what they are going through.
3. Options : Provisde them options which can give solution .


Honesty : Being honest means delivering the truth , as it is , without any fabrications or exaggerations to make it easier to deliver.give the exact timeline that this much time or days it will take to resolve the issue.
Never over extend yourself to further own the issue.
Never ever make any excuse or blame anyone else.
Softening the blow .

Always be the advocate of Go dady ... HONEST __EMPATHY ___OPTIONS (Foloow these three steps while giving asnwers to customers .


Scenario : The cutomer has a standard website builder site. They have been selling products on Etsy and Amazon , but now want to do it on their own site .
They do not believe they should have to pay more money to do something the product should already do . Now , build a response to the customer .

Response :

Honest ----Its amazing to know that you are interested in making your own site and want to publish your product on the site . However , would like to inform
you that the products which you are selling on amazon and Etsy requires a good website with good hosting space for better response time for your webiste visitors.Fo that you need to pay some premium amount.

Empathy----We know that you are already paying some amount of money to amazon and etsy to list your product on their platform , and its going to be little bit costlier for you to invest more amount in your own new website.
But , the truth is that To get better response time we have to update your plan for that you need to buy the premium updated plan which will enhance the overall experince of the customers
, who will be visting on your site to buy the products.

Option -----As I can see that you are doiung great on Amazon and Etsy and sure that you will do wonders on your own site also . Always remeber that we will be always with you to provide you a great service support whenever needed.
I would like to provide you step by step guide in upgrading your plan . It will just take 24 hrs for your website to get updated and then your business will rock like anything . Do let me know whenever you want to update your plan.


Correct Honesty answer: Thats great that you are planning to expand yoiur buiness by selling products on your website also .But now as you want to expand you will have to upgrade your plan so that you can do well on your website also.

Correct Emapthy answer : This can be frustrating for both of us because you are not able to do which you want to , but here's i have some option for you .


How to escalate : Update the notes before transfering the customer query to your supervisor ....Speak to supervisor , Explain to sitaution ,

Handling Uncomfortable content : Talk to your supervisor if you are not comfortable in handling the website content (eg: Porn sites , drugs site etc) .If u r comfortable then resolve the issue yourself.

Handling Unprofessional Customers :




{{ TOP MESSAGING TIPS :}}



Positivity : Always start your conversation with Positivity . Positivity makes a messaging guide seems "real " to the customer , and a pleasure to talk with.
Instead of SURE or No problem , say "No problem .Just reply to this mesage when you are ready . Take your time"

What if the customer is upset :
reply like this
--- "Thats definitely sounds frustrating .Let's get this fixed right now .
--- I am so sorry that you weren't able to use that feature over the weekend .


Simplicity : Keep your message simple and single statement . First resolve one issue then move to other message for resolution.

What if the answer I must give is Complicated ? ---- Try to avoid technical jargons or acronyms .

How can you get back on track if the customer gets distracted ?

1. Acknowledge the customers non business comment ."WOW , I can imagine how that would be exhausting " after talking that non business thing then move on to the point where we have to resolve the issue .
We cant ignore even useless conversations of customer so we should always acknowledge by talking to them about the non topic they are talking to us .

2. Personal : Using the routing bot information and the conversation . Go through the previous conversation and

3. Educational : Offer at leat one educational element in every conversatio by copy pasting related help article from go daddy help centre.

4. PRedefined Content : Use predefined content for answers to common questions .( Copy paste pre defined messages whenever required ,only use common messages where personalisation is not required , but dont make it habbit )

5. MEMORABLE : Always Leave the conversation with something memeorable . e.g: Wish them all the best for their website etc .
The last thing we say, as the conversation is ending , will likely be remebered by the customer .

in CRM therer is a tab

Dont say ; "Goodbye " or "Thank you for reaching out today " ,...

USE : Thank you for being a go daddy customer we are here to help you whenever you need us with a smile emojies .

6 . PROOFREAD : Always proofread before sendinh the message .


POINTERTS while messaging to customers : Was i positive ? DID my responses attempt to move the conversation forward ?..... Were my comments simple and brief ? ... Did I personalize the conversation at leat once ?
Did i educate the customer at least once ? Did I leave the customer with something memorable ?




Always ask easy questions during starting of the conversation like -- what is the brand , model of your question


https://notes.io/qQt3t


{{Domain Status Code }}



How to find domain status Code and resolve the issue:

1. Go to CRM and after validating the customer account .
2. Now ask for the domain name they are facing problem.
3.Now go to GAOX and type the domain name like : /domainstatus
4. Now type domain name when GAOX will ask .
5. Now GAOX will provide status code of that domain .
6. Go to the go daddy help centre and search status code in the search bar .
7 here, we will get lot of status codes , we need to check the codes with the code
which was shown by the GAOX to us for thte customer website .
8. Now we need to resolve the issue as per that code.

domain satus code in go dady help ---- steps sre : CRM---validate accont ---ask for domain name --GAOX--/domainstatus -domain name---get a code --search domain status code in x.co/help





(( Domain transfer )) eg: Godady to Enom


When one domain move from one registrar to another registrar this process is called domain transfer. always make sure that the domain is locked. It takes 5-7 days.

Steps for domain transfer : (go to go daddy.com , click on domain section ---click on transfer domain name )

Step 1: Search for your domain
Step 2: unlock the domain . ( Make sure the domain is atleast 60 days old to get the domainn transfered. because transfering domain we have to go to our registrar who takes 60 days . these rules are set by ICAAN )
Step 3: enter your authorisation code also know as EPP code or transfer key.
Step 4: Be patient for 5-7 days



(DNS- Domain name system )

DNS connecting domain with your website (use it part required to connect )anything that is connected to internet /wifi has its own IP address . Cache makes things smoother .
Any chnge in website can almost take 24-48 hrs for succesful updaye. It will sabe in cache memory which mak eit easy if you search the same thinh again.


DNS- It is fundamnetal back bone of internent that makes internet make wotk.
Dns helps visitors to rech at correct website.

Cache it is the tempooirty memery of the browser that helps to clear the memory.
ISP :internet service provider : ISP is th ecompany that people pay to visy the internet.
Any device that cvonnect to the interne thas an IP addrerss.

Propagation time : changing any change in DNS server can take 24- 48 hrs to change get implemented in the website.


< How DNS Work:>


first we thype the webiste name in browser ---our browser check the websitename in its Cache-----ISP----root server---TLD server---name server ( name server are the companies having domain name registered with ) ---

------DNS Zone file (here we get the A record of the domain at IP address )---Web Server----Browser--- Here the process end to seaarch any webiste in browser.


DNS Workflow : Browser--ISP---Root server--TLD Server--Nameserver--Webserver--Browser

Browser---Browser requestes to go to website,cheks the cache and does noit have the IP address
ISP --- Browser communicate with ISP to let it know that it needs the IP Address to pull up website.
Root Server--- ISP goes to rrot server to find which TLD server to go to.
TLD Server --- ISP goes toTLD server to find which name server to go to.
Name Serever --- ISP goes to names erver which looks in zone file and gives the ISP the IP address.
Web Server--- ISP goes to webserver which gives ISP the website files.
Browser--- ISP gives everything to browser to pull up website and it saves the IP address in computers cache.


If we have the cache memory of the old already searched website in our server then we directly transfered to the ISP ---Web Server---ISP (this is the cycle they follow to show website to us )

This all cycle completes with the help of DNS as we start serching for any website on internet. Cache memory make it easier for us to access any website and it vanishes withinh 20 to 24 hrs


( Control Panel -DNS & NS)


go to the go daddy ---login--click on domain name ---click on DNS--

Nameservers examples---- ns15.domaincontrol.com (We cant manage the Name server of other companies )(ns01 to ns99 are name eservers of go daddy and they are assigned randomly to anyone )

domasin name

(Domaindiagnosis.com )----Its accessible to everyone ,we and customers...to access the domaindiagnosis and anything information about the domain. here we get DNS updated records on the left side and WHOIS information on the right side.

( WHOIShostingthis.com ) ---- its accessible to everyone we and customers ..it tells us with which hosting provider the website was made .



How to find status codes : https://www.godaddy.com/help/domain-name-status-codes-2675




{{{{ Refund Policy : x.co/refund (everything related to refund policy is written here ) }} https://www.godaddy.com/legal/agreements/refund-policy



Only delete or cancel the product if the product is under the refund policy . If customer by mistake delete any product then we will take the charges for recovery of that deleted product.

refund is only given if the product is deleted .

We can cancel most of the products for our customers . We need to send the leagl disclaimer to customer before deleting the customer product . Untill or unless customer does ok dont delete the product.

cheatsheet----kiosk ----Refund template ( Here fill all the details then we will get receipt no after deleting the product )

Always refund money in INS in store credit , only if customer emphasis then refund the oney in their credut card .

cheatsheet ---KIOSk ---department (to get the deatil numbers etc of all the department )

We cannot cancel ": Premium domains , WDS Websites , SEO Services, Godaddy Socail . Anything money spent on service related thing will not be refunded. like if we made the website ,its a service so we will not refund the money.



{{ RENEWALS }}


go to the renewals now---Validate account---Term--add to cart--Tell the customer iwth card no ---Copy Disclaimer---If customer agree only then proceed further..

We can give discount on renewals ..Dont commit to the customer for discount ..ask from your supervisor for discount and if he agrees only then give the discount to customer.


{{UPGRADING /DOWNGRADING }}

Go daddy.com --- Products --Click on product--Show plans--select plan--select renew also if want--duration --check out--tell them card no ends with ---send disclaimer to customer --We can downgrade and upgrade the account .
for downgrade the plan also customer needs to buy the downgrade plan .

Products that cant be upgarde : SSL Certificate .

We cant suggest microsft 365 to customerfor more that 3 years.
Dont recommend hosting for more that 5 years to customers.