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Last Month in Customer Success: 84 Support NPS, 3-hr Reply Time, 1,747 Tickets Solved

The Vancouver CS team may be single handedly keeping Cartem’s Donuts in business.

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 Meghan and Noah!
  • Montreal Customer Meet-Up

Numbers and Shout-outs:

Welcome Meghan and Noah!

February saw us welcome two new members to the Support team in Vancouver.

Meghan

With recent experience as a freelance web designer and current co-chair of the BC chapter of Ladies Learning Code, Meghan brings a ton of web development and even some more front end development knowledge to the CS team.

Noah

Noah comes to Unbounce after working in the health services industry providing grade A technical support to health professionals utilizing BCPRA’s PROMIS application.

Both Noah and Meghan will be joining our Technical Support team, where they’ll beef up our collective ability to troubleshoot custom scripts, catch and squash bugs, and provide more complex technical solutions to customers.

Rejoignez-nous à Montréal!

It’s not our first Montréal customer meet-up, but it is our first one since launching the Quebec wing of the Customer Success team. So, if you’re an Unbounce user in Montréal, join us on March 26th to meet other Unbounce customers, chat about how you’re using the application, and enjoy some food and a few drinks!

Who’s Looking for Help?

 

What do Customers Need Help With?

Billing Issues 19%

  • -.5% compared to January

Page Builder Issues 25%

  • +2% compared to December

Custom Domain Issues 10%

  • 0% change compared to December

Feature Requests

Most Requested Features

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

Customer Feedback

Helen provided a snippet of code for a workaround I was needing, and included detailed instructions on use. Definitely above and beyond my expectations. She’s awesome :)

I have to say, Laura was fantastic. She wrote me 2 replies that went above and beyond and she addressed every part of my question. She actually put me in a better mood. I should be sending her one of those yellow tshirts with the smiley face on it.

 

 

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

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