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...
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...
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...
In Customer Success, we’re always looking for ways to connect with our awesome Unbounce customers. Sometimes it can feel like we only talk with customers when they need help along the way, but importantly we aren’t only a Support team – we’re a Success team – and one of our ongoing goals is to “fungage” more of our customers. …and this is how we ended up performing Spice Girls’ Motown-inspired Read More...
Hey, Customer Success peeps — hands up! …anyone? No? Yeah, yeah, I’m being dramatic. Yes, Customer Success is a pretty new (and growing!) field but I’ve had the chance to chat with many awesome CS folks at many cool companies and it’s always inspiring to hear what other teams are up to. But truth be told, I still feel like the black sheep. Whenever I go to conferences, sessions tend to Read More...