Last Month in Customer Success: 95% Customer Satisfaction, 2h Reply Time, 1,348 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.
January Highlights
Welcome to the team Mark :)
In January, Mark joined our customers success team. His solid background in customer service and development make him a powerhouse in CS. Within his first few weeks he’s already been troubleshooting custom javascript and advanced issues with our Technical Team.
New Template Launch
Our creative team built a selection of beautifully designed, industry specific templates that are easily our most popular templates to date. Based on the feedback, I’d say customers like ’em:
Just saw the new templates. They absolutely Rock!
What Customers are Saying: The feedback tells us that customers prefer the use of colour and photography in this round of templates. Because templates are always high on our feature request list, consistently releasing more would be a big win for customers. Our upcoming partnership with ThemeForest to distribute community designed templates will be a huge benefit as well.
The Support Desk
We tag every support ticket with the ticket subject, and the requester’s subscription plan/length. This gives much better visibility into issue trends and helps us see what needs improving in our product, and our communications.
Who’s Looking for Help?
A (somewhat) ongoing internal debate has been the level of support we provide our Free plan. Free users get the same ultra-fast response time, live chat and even phone support that our Pro customers get. Our support data has shown that successful Free users eventually become paying customers which is why we’ve continued to offer awesome support on Free.
What do Customers Need Help With?
Billing Issues 21%
- -3% Compared to December
Page Builder Issues 18%
- +0% Compared to December
Page Management Issues 12%
- +2% Compared to December
Feature Requests
We used to track feature requests by making the ticket subject “Feature Request”. We don’t do that anymore.
The problem was that we couldn’t track a ticket subject and a feature request on the same ticket. This led to misreporting and a lot of manual work.
Ahmed created an optional “Feature Request” field on all tickets which has allowed us to report on problems and feature requests at the same time. In hindsight it’s so obvious — but for 4 years we did it wrong.
Most Requested Features
- Responsive pages (more on this here)
- SSL
- Better spam protection
- Shared content between pages
New Feature Requests Gaining Traction
- Get response integration
- Enhanced form features and flexibility (horizontal layouts etc.)
- Enhanced page stats including more granularity, customizable date ranges, and a global leads export option
Customer Feedback
In January, we watched our Net Promoter Score fall from an average of 32 to an average of 23.
Sidenote: A full post on NPS is in the works. We’ll talk about about how we collect it, what we use it for and how the hell we’re supposed to interpret it.
The lowest NPS scores tended to come from customers who don’t see value in Unbounce’s offering, haven’t had a chance to test it out, or haven’t been in touch with us.
Unsurprisingly, the highest scores came from customers who see the most value from Unbounce by using it to solve problems they’ve previously had building landing pages. Customers who had support issues that were quickly resolved also tended to give higher scores.
We have some of the most supportive customers I’ve ever worked with so it was surprising to see our NPS fall so drastically in one month. Aside from looking at individual responses, we don’t currently have a way to assess “the bigger picture” of this decline.
One suggestion from Georgiana (our Marketing Director) was to track referrer source along with responses so we can see if new customers from particular channels tend to like us more than others.
More on that next month.
To wrap up, here’s one of our favourite pieces of customer feedback from January:
“I love the product, it really makes me look like I’m more efficient than I really am. I have been a web developer and marketer for over 20 years and your tool is the most friendly I have ever come across.
Our company sits in on sales calls from everyone from LeadFormix to the new SalesForce marketing automation platform (had a call just a few days ago) and my response to all of them is “until I can make landing pages like Unbounce I wont be paying $2k a month for your service”.
They all respond that their service is better, plainly, it is not.”
Please share your thoughts and feedback in the comments! I’d love to know if you have questions about how we track & manage tickets or if you have any insights on interpreting the NPS score ;)