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...

We made a video and called it Mr. Love

Mobile Responsive feature is a BIG deal for Unbounce. It’s a feature that was requested the most by our customers for a long time, and we wanted to make sure that when it launches, everyone would be pumped up about it. So we decided to make a video with the launch. As a Customer Success Videographer for Unbounce, I was never given a set deadline. Usually the key stakeholders give me a Read More...

Look ma, no internets! Yopa!

If you’ve been following this blog, you’ve heard about our ongoing efforts to break our monolithic Rails application into smaller, more manageable pieces. You’ve also heard about our efforts around a better usage of the messaging features of the Amazon Web Services (AWS) cloud platform. These efforts are obviously linked: evolving towards an event-driven message-passing share-nothing architecture is our goal and we’re hard at work to make it happen. Why Read More...

Last Month in Customer Success: 65 Support NPS, 6h Reply Time, 1,494 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...

Last Month in Marketing: Turning Agency Talent Into Superheroes & Our First-Ever Conference Resulted in a Record NTS Week

Inside Unbounce Marketing for September 2014 The marketing team got a hell of a lot done in September. Here’s the gist of it (and the TL;DR of this post): We launched our Smart Marketer’s Agency Kit via our Just Add Talent campaign. We participated in our first-ever Call to Action Conference in Vancouver, where we got to mingle with our customers, peers and some of the smartest CRO experts out Read More...