Risk Alert for Domain Auto-Renew

As part of the 'Win Back churning customers' Project, we have updated a feature in the console so that when the opportunity arises at the end of your call, please ask the customer (who has auto renew OFF) if they would like you to turn it ON, on their behalf.

Our customers will see this as a banner at the top of their account facing console (refer to screenshot) when their auto renew is OFF.

Customers who have auto renew ON for ALL domains will not see this risk alert banner.

You will see this as a banner at the top of their account in Salesforce (refer to screenshot) when their auto renew is OFF.

Again, if Customer's who have auto renew ON for ALL domains, this banner will not appear in salesforce.

Here are some steps below for you to follow that can assist with this process

1. You will see the banner in Salesforce attached to a contact, that notifies us that the customer has some domains off auto renew.
2. Check in the customer account what domains are ON auto renew and OFF auto renew before bringing it up
3. Sometimes customers might have this deliberately OFF, so be sure to check domain history to see when the auto renew was modified last to determine whether you need to initiate the conversation
4. To make sure we track these, please leave a note in the 'notes' section in Salesforce (see the screenshots below) with whether you have asked and what the outcome was
   For example, 'turned auto renew ON for customer for domain...' or ' customer did NOT want auto renew turned on for domain xxx'
5. a) Put the Acc Ref Number in the 'search' bar into salesforce and click the account

b) Then scroll down until you see the tab labelled 'notes'

c) Make your note and press 'Done'

d) Viola

If you need some inspiration when brining this up, please use the below:

• It's Easy, automatic and something you don't have to think about: "Whilst I have you, I can see that you have few auto renewals not turned on, would you like me to turn this on for you? This is super helpful to ensure that you don't lose your domain or forget to manually log on to process.
• To prevent your services going down: "If your domain was to expire due to forgetting the renewal, all of your services attached such as emails and websites will also be impacted, so to ensure they are active and unaffected, we advise our customer to keep their domain on auto renew"
• For Safety and Security purposes: "If your domain fails to renew you risk your domain expiring which will begin with a redemption phase and results in the loss of your domain name and potential registration from other parties. You only have a certain period to redeem your domain after expiry and if you don't realise, you risk your business having to start fresh on a new domain.

Your domain expiring and reaching a redemption phase can occur which results in the loss of your domain name and potential registration from other parties.