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Last Month in Customer Success: 83 Support NPS, 3-hr Reply Time, 2,075 Tickets Solved

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?

  • Congratulations, Johnny!
  • CS Quality Time

Numbers and Shout-outs:

Congratulations, Johnny!

If you’ve ever asked a Support question that leans towards the technical side of things or gone searching our Community for a way to push Unbounce to its limits, you’ve likely either spoken to our Johnny Opao or come across something he’s written. From sticky headers to helping customers hack together custom integrations to writing guides for segmenting your Google Analytics traffic, as Technical Team Lead Johnny’s been helping customers with all manner of technical issues for almost two years. With all of the custom code he’s written during his time on Support, it only made sense for him to make his way over to the Dev side of our office for good eventually. So, it’s with a little sadness, but mostly tons of excitement that I can announce that time’s come. Thanks Johnny all of your amazing work on CS and thanks in advance for all of the amazing things you’re going to do on the Page Builder team!

Support Quality Time

The CS team’s been growing rapidly over the last year, with Support leading the way. We’re now 11 people strong, split between two offices, 5,000km apart. And while we still make sure we get together to hang out as a group, once you balloon in size past a certain point, it’s hard to maintain the same kind of super tight, individual relationships you can’t help but build when you’re a team of 4 or 5 working in close quarters everyday. We’re not going to get any smaller. And even though everyone would like to take some time to chat more one on one throughout the day, when you’re on a high volume, high performing customer support team, it often feels hard to sneak away to chat, when you know calls, chats, and emails are still coming in fast and furious.

The solution? Book everyone in for some dedicated, one-on-one hang out time each week to talk about the weather, the local sports team, the weekend, or basically anything else that’s not work.

At first, it might seem a overly structured or even unnatural to schedule “casual” hang out time, but anyone who’s ever watched a support queue fill itself back up when they’re sharing responsibility for it, knows the overwhelming urge to clear. that. queue.

So far, CS hang time is working really well for us. I’d love to know what other growing support teams are doing to make sure they get some time to just chill out with each other during the day.

Who’s Looking for Help?

What do Customers Need Help With?

Billing Issues 19%

  • +.5% compared to last month

Page Builder Issues 24.5%

  • +1% compared to last month

Custom Domain Issues 11.5%

  • +.5% change compared to last month

Feature Requests

Most Requested Features

  • Improved Forms (under consideration)
  • SSL (rolling out currently)
  • Improved Reporting (gathering requirements)
  • Existing Feature Request Improvement (we’re currently identifying the most common requests out of this group)

Customer Feedback

Wow…Helen is the absolute best. We use several applications and none compare to the customer service received from Unbounce.

I’m currently doing a free trial, and Amy basically sold me on Unbounce. I was having a couple issues which for me were ‘make or break,’ and her feedback helped me fix both issues! Looking forward to using the software in the future!

P.S. I also signed up for the upcoming Conversion Road Trip in NYC, based on the positive experience I had with Amy.

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://unbounce.com/ Oli Gardner

    Congrats Johnny! It’s so badass that you’ve been able to make the transition to dev. So very well deserved. Hopefully our customers will still get to feel your awesomeness through the product.

  • http://unbounce.com/ Oli Gardner

    Quinn, you need some serious light on your avatar mate :)