The Constellix Customer Journey
Blog June 26, 2017

The Constellix Customer Journey

DNS management consists of two parts: a provider and the client. The provider is responsible for developing and maintaining a global network and an interface for customers.

The other half is up to you, the user. You are responsible for learning how to leverage our services to benefit your domains. We believe that education and training are crucial for our clients to get the most out of our services.

Constellix is different from most other service providers because it was designed to offer DNS services that are almost entirely autonomous.

What does that mean? It means you can create an account, add your domains, and start using services all without having to interact with another person.

Most other providers put up barriers, such as requiring a price quote before sign up, or a vetting process for users’ domains.

Support

While we put an onus on autonomy, we also offer assistance for users that want the human touch.

At Constellix, we believe in forming relationships with our clients through offering excellent support.

Our support team has an average of nine years of technical support experience.

Whenever you send a support ticket, email, Tweet, or phone call; one of our in-house support specialists will answer you quickly and guide you towards a solution.

DIY DNS

For our users that still prefer to do it themselves, but need some guidance on how to do it, we offer many different kinds of resources.

We have an extensive knowledge base with tutorials for all of our web-based services, mobile apps, browser extensions, and more. We recently added video tutorials that cover everything from how to navigate the suite to use cases for different services.

Even if you don’t run into any roadblocks or need assistance, we encourage all of our users to take some time to explore our knowledge base. You may learn how to do something a different, more efficient way!

A Personal Touch

Since Constellix began billing for services May 1st, we have found that most clients prefer our “hands-off” approach. But it can also be a double-edged sword. The autonomy we give our customers can also make it difficult for us to form relationships.

For clients that require a more hands-on approach, we offer a Dedicated Account Representative (DAR) for our premium support package subscribers. Clients get a personalized onboarding session where their DAR can help migrate domains and configurations to Constellix DNS.

DAR’s are also able to give clients a guided tour of all the Constellix features and explain how they can apply to each client’s individual needs.

If you would like to learn more about the different support offerings, or speak to a sales associate, feel free to give us a call at +1.703.880.2007