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Last Month in Customer Success: 84 Support NPS, 4-hr Reply Time, 2,179Tickets Solved

These guys spend all winter telling us how cold Montreal is and then break out the frozen treats as soon as it thaws out.

About this postEvery 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?

  • Welcome Tia!
  • CS Team Structure

Numbers and Shout-outs:

 

Welcome Tia!

In April we welcomed a familiar face to the CS team…

If you’ve ever shouted out (or shouted at) Unbounce on Twitter, there’s a good chance that Tia was the one replying to you. From marketing advice to product updates to technical support, Tia’s been dishing it all out in 140-characters or less. But with Hayley and Ben taking the reigns on Social, as of April, Tia’s jumped into a new role on the CS Onboarding and Engagement Team. As the team’s first Customer Success Manager, she’ll be doing research into why customers churn and working with loyals and customers on our highest value plans to understand their pain points and make sure we’re better able to help them get the most out of Unbounce.

Welcome to CS, Tia!

How We Built CS

The comments on this blog are powered by Disqus, but you’re also able to holler at us via Qualaroo, which is how this excellent query came to my attention: “Hi there, I was wondering how you guys structure your CS team? Is support a separate department or is it all housed under the customer success house?”

The short answer is that Support’s under the larger CS umbrella.

The longer answer is that we’re one of three teams under Unbounce’s larger CS department and it’s been a longer journey for us to get to that point…

From way back when we decided that, “hey, we better have a dedicated team to help our customers,” the department’s been called Customer Success. And while we’ve always been cognizant of some of the kinds of proactive support we can provide for customers, when we started, CS was largely a reactive operation–customers will inevitably run into issues and the first priority was to be there to help them when they reached out to us.

As the team grew, so did our Success offerings. On the Support side, we created a second tier of support to handle more complex technical issues. We started to proactively reach out to and onboard potential high value customers and set-up automated emails to both make sure customers had the resources they needed and to solicit feedback about what we could do better. And we put more focus on customer facing resources, like our documentation to give people the knowledge they needed to succeed with Unbounce before they got in touch with us. This was all done under the CS banner as one team. We definitely had people who had clear strengths when it came to certain things, but for the most part our CS coaches were tasked with handling parts of everything and as we scaled that became less and less efficient.

Having a team of CS unicorns who could do it all had it’s advantages, but as we segmented the team, we started to see other advantages–namely we were able to let people focus on more specific tasks and goals, which ended up making us way more efficient.

Which brings us to today, where Customer Success is made up of three distinct teams:

  • Support – who still focus mainly on good, old fashioned reactive customer support
  • Engagement and Onboarding – who proactively reach out to help get new sign-ups from trial to paid customers to loyals/lifers
  • Education – who create and update all of our training materials, workshops, e-courses, and documentation

Who’s Looking for Help?

 

 

What do Customers Need Help With?

Billing Issues 18.5%

  • +.5% compared to last month

Page Builder Issues 23.5%

  • +.5% compared to last month

Custom Domain Issues 11%

  • 0% change compared to last month

Feature Requests

Most Requested Features

  • SSL (closed beta in progress)
  • Improved Forms (under consideration)
  • Improved Reporting (gathering requirements)
  • Marketo Integration (released!)

Customer Feedback

Customer service of everyone I’ve spoken this week has been off the charts. I’m really glad I’m working with you guys!

Joel was really enthusiastic and helpful to tackle issues with my Unbounce landing page. He gave me several suggestions how to deal with problems. I would recommend him for everyone.

 

Questions or comments? Don’t be shy and post all your thoughts below, we’d love to hear and learn from you!

Quinn Omori
Unbounce Customer Support Manager

  • http://www.unbounce.com/ Carter Gilchrist

    Hey Quinn, great update as always! We released some improvements to the “Add a Domain” process this last week so I’m really looking forward to seeing that 11% of domain related issues drop. Vivi has predicted it drop to 7% :)

    Also curious, I noticed Marketo is still high on the feature request list. Are those support tickets tagged with the request from customers who weren’t aware we had the integration now that it’s launched, or were they from before the launch, or were they requests for functionality that isn’t possible with the Marketo integration we now support?

    • http://www.unbounce.com Quinn Omori

      Hey Carter – I’m anxious to see how the new UI affects the number of domain/CNAME related tickets we get as well. For Marketo, that number’s almost exclusively requests from before we launched–we should see that drop right off over the next couple of months.