The NS1 Experience: Investing in our Customer Community

Evan Rich
July 10, 2019

Nearly four years ago, while I was in the process of interviewing at NS1, I was struck by a post on this blog written by one of the company’s co-founders proclaiming “NS1 is a customer service company.” I was both intrigued and skeptical. It’s easy to talk about how committed you are to providing great customer service, but quite another thing to consistently demonstrate that. When I joined NS1, I got to see first-hand how effective this lean group was at delivering value to its customers and how the desire to make customers successful permeated throughout the organization. In the years since, we’ve built clearly defined best practices that can be applied at scale, all the while maintaining the sheer will and determination that distinguished the company from day one. 

What we’ve found is that these traits have become increasingly less common in the DNS and application traffic management space in recent years. With nearly every other authoritative DNS provider being folded into broader IaaS offerings through M&A, there are few left who can truly claim to be vendor agnostic, unbiased advisors. NS1 is the rare DNS provider that is still innovating on its tech and empowering its team to deliver a highly personalized experience. This is evident throughout a customer’s journey working with NS1. 

Onboarding

We’ve successfully migrated hundreds of enterprises onto the NS1 platform, including LinkedIn, Dropbox, Salesforce, Squarespace, WeightWatchers, Yelp, and many more. Our customers get access to dedicated resources who function as an extension of their own team. Your Customer Success Manager (CSM) will guide you through the process, designing a custom migration plan tailored to your needs and providing weekly progress updates to keep the project on track. Our Customer Success Engineers (CSEs) will help with everything from building out records for advanced traffic routing to performing consistency checks on your domains before the cutover.

Support    

Our Support team is available 24x7x365 to help answer any questions that you might have. Enterprise customers love working with our speedy, efficient Support team to the tune of a 100% satisfaction rate on ticket submissions. These stats help tell part of the story: 

  • 13 min average time to first response 
  • 26% of tickets resolved after 1 reply

But what customers value most about our approach is how human it feels in a world where so many support interactions are just the opposite. Our commitment to you is simple: there will always be someone who lives and breathes DNS and is intimately familiar with your account standing by and ready to help. 

Services

At the start of each year, we sit down with our customers and set a course for how NS1 can help with achieving their goals. Your dedicated CSM will proactively identify opportunities to better align your traffic routing strategy with your stated goals. We’ll also build custom reports and tooling to help make your team more efficient and minimize time spent on repetitive tasks. Read more about our services offering at ns1.com/services.   

Community

It’s not just our tech and team that get customers excited about working with NS1. Customers love being a part of the community that we’ve built. Whether it’s in the form of a Customer Advisory Board meeting, executive dinner or conference meetup, NS1 customers know that they have a network of peers and industry experts that they can rely on.   

These are all key elements of what we call the “NS1 Experience.” We’re confident you’ll find that our collaborative approach is a refreshing break from the transactional nature of so many of your other vendor relationships. We view our customers as partners. Your goals are our goals. We’ve built out a team and product that can help you achieve those objectives. Come join us!

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