From Hours to Minutes
The Impact of Automating Domain Connections on Customer Satisfaction ⭐️
PROBLEM:
At Leadpages, the most frequent customer support request was related to domain connection. Small business owners often struggled with connecting a custom domain to their Leadpages account, leading to daily, time-consuming support calls. These calls not only occupied the Customer Success team’s time but also limited their ability to assist other customers effectively. The manual domain connection process was lengthy and lacked clarity, causing frustration and negatively impacting the customer experience.
SOLUTION:
To address this issue, the Leadpages team embarked on a mission to simplify the domain connection process. We partnered with Entri to implement a white-label solution directly within the Leadpages app, streamlining the complex process to just three simple steps. Although we had limited control over the Entri UI, we customized the CSS styles to match the Leadpages brand, ensuring a consistent user experience.
In addition to automating the process, we also revamped the manual domain connection interface, adding connection status states that allowed customers to easily verify whether their domain connections were successful. This improvement not only reduced user confusion but also cut down on the need for support.
IMPACT:
As a result of these efforts, the time required to connect a domain was significantly reduced from hours to just minutes. This led to a substantial decrease in domain-related support calls, allowing the Customer Success team to focus on other critical customer needs. Additionally, our Customer Service CSAT (Customer Satisfaction) score improved, reflecting the enhanced user experience and increased customer satisfaction with the domain connection process.