Running a domain registrar is not suited for the faint-hearted. It’s not just the financial burden and the obligations to security and data privacy but also the amount of work associated with supporting your products, including domain names under management (DUM.)
To operate successfully and be commercially viable, domain registrars need to demonstrate reliability and security, provide comprehensive customer support, all while offering competitive pricing and value-added services. Here are the main parameters of being a successful domain registrar:
Reliability and security – Crucial to ensure robust protection of domain registrations and customer data through strong encryption, secure access controls, and regular security audits. High reliability with minimal downtime builds user trust and satisfaction.
Comprehensive customer support – Essential for addressing issues quickly and efficiently, with multiple support channels like phone, email, and live chat, staffed by knowledgeable personnel. This level of support helps build a positive reputation and customer loyalty.
Competitive pricing – Important for domain registration and renewal in order to attract and retain customers, and also essential to offer value-added services such as web hosting, email hosting, SSL certificates, and AI builders. These additional services enhance the overall value proposition and can differentiate a registrar from competitors, creating additional revenue streams.
In the case of Namecheap, managing 21.35 million domains as the second largest domain registrar requires a well-organized machine. We have no doubt that Namecheap would not be as popular without a solid provision of support for its associated services.
Namecheap founder, Richard Kirkendall, noted today that the Namecheap support team handles an astounding 8-10 new requests for support every minute of the day, almost 24 hours a day.
This type of ticket volume requires support personnel spread around the globe, handling almost 15,000 new support tickets every day.
Despite this volume, most tickets are responded to within a minute, an amazing feat. Makes one wonder what is the ticket volume and backlog at GoDaddy.com, the world’s largest registrar.
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