GoDaddy Team Innerview: Website Security Care
For pros, website security can be one of the toughest areas of web design and development. It’s why Sucuri has been refining the experience since 2009. Now a member of the GoDaddy family of brands, Sucuri powers Website Security from GoDaddy.
For nearly a decade, Krystle Herbrandson has held leadership roles at both Sucuri and GoDaddy, and guided the evolution of Website Security Care.
Krystle stepped away from the malware remediation and research to answer some of the most burning questions that pros have about GoDaddy’s approach to securing websites and supporting pros.
Hear it from the Website Security Care team at GoDaddy
How does the Website Security Care experience differ for pros, compared with general Inbound calls?
The website security care team supports customers via ticketing system and does not take inbound calls. As part of our security measures, we use a secure ticket/communication system accessible only through the customer dashboard. Some website security plans come with higher priority and the team prioritizes tickets opened from priority plans first.
By leveraging this ticketing system, we address two big pain points at once: security and prioritization. Of course, we do understand there’s a type of person who would prefer to call and hear a human voice on the other end. Maybe down the road, we can cater to those individuals, but for now we have a system that works — and works well.
How are Website Security Care teams different from general Inbound Care?
Website Security Care teams are providing ticket-based support to customers regarding their backup, monitoring and firewall website security products, as well as malware removal. The team is highly technical, has a deep understanding of website security and creates an extraordinary customer experience by delivering high quality resolutions in a timely manner.
What pain points have you identified when it comes to Website Security for pros?
The biggest pain point for pros when it comes to website security is the ability to give their clients peace of mind that their investment is protected. Having a reliable security solution with people you can trust and reach in a timely manner to resolve an incident rounds out the top concerns for pros.
How have things changed now that Sucuri has become a GoDaddy brand?
One of the great benefits of GoDaddy’s acquisition of Sucuri back in 2017 is having a robust website security solution in-house made to be integrated with your other GoDaddy solutions. With a team of Care services and support professionals available 24/7, there’s only one contact you need when time is often of the essence.
Do you have service level agreements (SLAs) in place that are specific to pro customers?
Service levels are always important to our customer experience, and that’s no different when it comes to our security offering. When a security incident arises, time is always of the essence, and we seek to resolve all customer tickets across all plans in a timely manner. Our premium offering provides the fastest SLAs available today to our customers.
What are some exciting plans on the roadmap to improve Care for Website Security customers?
Some of the exciting plans on the roadmap include improving automated activation of the Website Security products. This will help our customers activate the WAF, Website Backups, and Website Monitoring without the need to contact support.
We are also moving our Website Backups to a new, improved system with better functionality, which aims to improve the overall backup experience.
Along with the things we have planned on the roadmap, we are also running multiple experiments that aim to improve Care for Website Security customers. These experiments include providing information before Website Security products are set up, which lists the next steps during activation. We also plan on providing a link to Care right in the customer dashboard, which will help customers easily navigate to open a support ticket in times of need.