Dear registrar,
We are currently experiencing an extreme volume of inquiries in our customer service department. This is affecting our ability to process incoming requests quickly enough and is, unfortunately, impacting the overall customer experience.
We are currently receiving more than 1,000 inquiries per day via phone and email.
This is mainly due to questions regarding the transition to the new administration model.
It is caused by inquiries stemming from a lack of clarity in the communication sent out, in some cases, to registrants who have still not switched to registrar management. Additionally, the sheer volume of emails currently being sent to registrants is also a contributing factor.
We have allocated significantly more resources to handle the inquiries, but we need to solve this together so that we are all prepared for what happens next regarding the transition towards registrar management.
This situation has begun to affect registrant satisfaction and has left many registrants in doubt about what they need to do.
We take this very seriously.
Therefore, we are now reaching out to the registrars where we believe communication should and can be adjusted to ensure it is factually correct and easy to understand.
We are also considering whether it is necessary to contact all registrants directly to ensure that everyone has factually correct information regarding the registrar switch. We will share the text intended for the registrants, as well as the volume of the send-outs, with you before they are dispatched. We have practiced this approach for several years to avoid creating a backlog of inquiries in your customer service.
I would ask you to do the same for us, so that we can plan and be prepared for what is coming.
