Namecheap – Magical Customer Support
At Namecheap, we get all kinds of interesting support queries – however, “J” was determined to test whether his Namecheap support rep was really paying attention to his interests. NC Team Member Eugene F. showed J that we’ll go the extra mile, even if it does involve a quiz afterwards!
Our support team was so impressed that we forwarded this chat to our CEO Richard Kirkendall. He insisted we put it up on the blog and had this to say about the matter:
“Even though I don’t watch My Little Pony and can’t claim to be a Brony, I agree with “J” that friendship is indeed magic, and thank him for bringing this to our attention. At Namecheap, we are always listening to what our customers have to say, each and every time we are contacted.” – Namecheap CEO Richard Kirkendall
08:09 “J”: do you like my little pony friendship is magic
08:09 “J”: /)^3^(
08:10 Eugene F.: No, I like Simpsons and Futurama more =)
08:11 “J”: So you are not a brony
08:11 “J”: ?
08:12 Eugene F.: Nope 🙂
08:12 “J”: 🙁
08:12 “J”: You made me cry
08:13 Eugene F.: Hope you’re not disappointed too much, Julian =)
08:13 “J”: I am devastated
08:13 “J”: So much so
08:14 “J”: that I am considering to switch to another host for my domain 🙁
08:16 Eugene F.: Actually Ive never seen even an episode of MLP, but if this frustrates you, I can checek some 😉
08:16 “J”: Awesome go watch some my little pony friendship is magic
08:16 “J”: Rainbow Dash is pleased
08:17 “J”: Close what you have open on your computer
08:17 “J”: then open youtube
08:17 “J”: then get watching
08:17 “J”: http://www.youtube.com/watch?v=q0-tJPvfcTA
08:17 Eugene F.: Sure, I’ll check this out after I finish my shift. Thank you for the link by the way
08:18 “J”: Nope, do it right now
08:18 “J”: or I am switching hosts
08:18 Eugene F.: Just a moment, please
08:18 “J”: thanks 🙂
08:19 Eugene F.: Wow, unicorns!
08:19 “J”: Heck yeah
08:19 “J”: ponys are amazing
08:20 Eugene F.: I think I’m starting to like this stuff 🙂
08:20 “J”: after you finish I am going to quiz you
08:20 “J”: if all the answers are right I will leave you in peace
08:20 “J”: if not, I will leave namecheap forever
08:20 “J”: srsly
08:21 “J”: Are you watching it?
08:22 Eugene F.: I’m watching it right now, as promised
08:22 “J”: Great
08:25 “J”: Question 1. What is the name of the baby dragon
08:25 Eugene F.: Spike
08:26 “J”: Question 2. What is the name of the pony queen
08:26 “J”: *princess
08:27 Eugene F.: Princess Celestia
08:28 “J”: Question 3. What mode of transport does twilight sparkle use in the sky
08:29 Eugene F.: It is a kind of chariot
08:29 “J”: Good, yes 🙂
08:30 “J”: Question 4. What is twilight sparkles obsession
08:31 Eugene F.: Studying magic
08:31 “J”: 🙂 Good
08:33 “J”: Question 5. What does Princess Celestia give twilight as her mission
08:34 Eugene F.: She has to study the “magic of friendship” and report what she finds
08:35 “J”: How far are you in the video?
08:36 Eugene F.: Almost finished watching this episode
08:36 Eugene F.: The first part, I mean
08:36 “J”: Tell me when you are finished and I will give you your final exam o3o
08:36 “J”: When you are finished with the first part tell me
08:36 “J”: 🙂
08:36 Eugene F.: Okay, I’m ready
08:39 “J”: Final question: Are you enlightened to the magic of friendship and ready to join the herd of bronys, love and tolerate us forever?
08:41 “J”: 🙂
08:41 Eugene F.: Yes, I am 🙂 I’m a Brony and I’m Proud
08:42 “J”: You are jesus christ, you are amazing
08:42 “J”: I need to talk to your supervisor
08:42 “J”: and tell him great things about you
08:42 “J”: 😀
08:44 Eugene F.: You may leave a testimonial in our Forum as well
08:44 “J”: You are legitimity the best customer service rep ever, I want to randomly throw all my money at name cheap
08:45 “J”: Take it all
08:45 “J”: I will and feature your name 😀
08:46 Eugene F.: Thank you for your kind feedback
08:46 “J”: You > God
08:47 “J”: seriously
08:47 “J”: just promise me you will watch more ponys after your shift 😀
08:48 Eugene F.: Yep, at least I should finish this episode
08:48 “J”: 😀
08:50 “J”: Amazing
08:51 Eugene F.: Is there anything else I can assist you with?
08:51 “J”: Nope, have an amazing day
08:52 Eugene F.: Thank you, have a great one too!
08:52 “J”: 😀
While I’m glad Namecheap will do just about anything to please a customer, this is pretty stupid. If someone is willing to withdraw their business from a great company like Namecheap because the one support representative they chatted with did not watch My Little Pony their business might just be better suited elsewhere.
I don’t know, Chris — I think that part was a joke 🙂
gush, ok Chris, I´m gonna try to explain to you..
U know, when u work in customer support, sometimes it gets boring.. then again watching pretty pony eps is pretty daring. So what that means is, that at NameCheap the support has so much nothing to do, that it is willing to follow that 1 customers wish in a support chat.. think about it – or may be not, it´s pretty funny actually, trust me
this doesn’t make me happy as a customer. i’ve had to wait a couple of days for a response before. even once i never did get a response (to an email about how I couldn’t figure out how to use the coupon code i was given)… and this is why I have to wait or why I don’t get responses. is this why the shopping cart is glitching today? is it because the techs are watching youtube?
Hi Jeff, as our CEO Richard Kirkendall chimed in in the Facebook comments, “Eugene was working the late shift so there were not a lot of support requests at that time. I’m sure if there was a back up of support requests he would have shifted his priorities. Like I said, not recommended for every case but I did like his spirit and the way he maneuvered here. It fits in really well with our company culture in general. Richard Kirkendall – CEO” As far as email support, it’s not intended to be instantaneous; email and Live Chat are different.… Read more »
I wasn’t really expecting an instant answer — and I wasn’t unsatisfied with the time frame. Just watching ponies doesn’t seem productive. However, I suppose if there wasn’t anyone else needing support than it was obviously a-ok. I had some great support tonight actually (with a domain that was flagged for potential phishing when I requested the transfer).
I found the joke funny, and I thought it was worth it. In reality though, there are some customers you have to “fire.”
This make me lol, this is what I consider “the art of customer service” anyone narrowly claiming that he should be doing his job without realising that he indeed is doing his job but creating an art of it instead, misses what customer service is really about? I dont want to be rushed away, I want maximum tolerance, I command respect no matter how silly the questions may seem, I also want to talk to another spirit, not just some “line reading” robot, any company who believes the virtues of the mechanical mind are seriously prehistoric. We live in a… Read more »