Last Month in Customer Success: 81 Support NPS, 4h Reply Time, 1,646 Tickets Solved

About this post: Every month, our Customer Success Team reports on team happenings, support stats, feature requests and customer feedback. The goal is to help our team understand our customers’ pain-points and successes. Ultimately, this post is about giving our customers a voice inside Unbounce. We share these posts so other companies can see how we do things, maybe steal what works, and (hopefully!) tell us what they do better. What’s New? Read More...

Unbounce’s 2014 Year In Review

One year ago today, we launched this blog. We thought it would be fitting to publish our 2014 Year In Review on Inside Unbounce to celebrate everything that we accomplished. For Unbounce, 2014 was a year of change and growth, like any fast-growing startup. We grew in customers, more than doubled our brainpower, added some awesome, much anticipated features, including mobile responsive landing pages, opened an office in Montreal & Read More...

Dash ALL the boards!

Dashboards are used pretty heavily by development, operations and product teams nowadays, but earlier this year we in Customer Success got to thinking that we could really benefit from them too. We’re very focused on customer feedback and key performance indicators – they’re how we keep track of how well we’re doing. Also, our team is growing very quickly, so we needed a better way of communicating current issues and Read More...

The 5 Resolutions Every Marketer Needs to Make in 2015

Forget your date nights with the treadmill, the commitment to kale, or bringing your soggy paper bag lunch to work everyday. These New Year’s resolutions are admirable, but if you’re anything like me, they last about ten days and then you’re back to potato chips and Kraft Dinner cheat nights. So, what should you resolve to do this year? There’s plenty of options, but at Unbounce we think you’ll agree Read More...

There’s No Excuse for Bad Customer Service

Like everyone, I’ve had my fair share of awful customer service experiences. There was that belligerent server who spilled plum sauce all over me and then had the audacity to try charging me for a refill (true story!), or the time a hotel wouldn’t cancel my booking because it hadn’t been made yet – apparently they first had to book it and then proceeded to charge a cancellation fee. What Read More...

Unbounce Meetups Are Taking Off

Unbounce meetups are geared to reach a global scale next year! We know that our customers are awesome, and we’re very excited at the prospect of you connecting with one another in your communities around the world. It’s crazy to think that it’s been almost a year since we hosted the very first Unbounce meetup in Vancouver. In case you couldn’t make it, check out the meetup recap post. Since then, Read More...

(The) Last (Two) Month(s) in Customer Success…

About this post: Every month, our Customer Success Team reports on team happenings, support stats, feature requests and customer feedback. The goal is to help our team understand our customers’ pain-points and successes. Ultimately, this post is about giving our customers a voice inside Unbounce. We share these posts so other companies can see how we do things, maybe steal what works, and (hopefully!) tell us what they do better. What’s New? Read More...

Why we Built Script Manager (and why it’s so handy)

The dishwasher, as I’m sure some of you will agree, is one of man’s greatest inventions (yes, I hate doing dishes that much). With the simple press of a button, I can wash all my stuff in one go and I don’t have to spend a ton of time cleaning items one by one. Now I’m sure you’re wondering, “Paul, how does this relate to Script Manager? Where are you Read More...

Bridging the Gap between Customers and Developers

A lot of people have asked me to put pen to paper and illuminate how we keep the communication flow between our developers and the intrepid Customer Success (CS) team vibrant and healthy. When the team was smaller the flow was easy, if there was a problem that needed a developer you’d either shout across the room, or assign it in Zendesk (the support ticket tracking service we use) and the developer Read More...

Unbounce’s Fall ShipIt Day

ShipIt Day is when the staff at Unbounce are invited to put aside their regular, daily responsibilities and work on anything that interests them. These projects don’t need to be related to their area of work, or even be Unbounce related at all. ShipIt Day has only one rule – you must be able to demo what you worked on at the end of the day. To this end, we Read More...