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(The) Last (Two) Month(s) in Customer Success…

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?

  • Every month, huh?
  • Welcome Erin, Dustin, and Jennifer!
  • We finally found an Academy Lead!
  • Dashboard all the things!
  • UserConf San Francisco!
  • Christmas Support Coverage

Numbers and Shout-outs:

October:

Oct Support Stats

November

 

Nov CS Monthly Stats

The “Monthly” CS Newsletter

As an early Christmas gift, we decided to pack two full months of CS goodness into just a single post!… and we had some crossed wires, but mostly I forgot all about the report on October during a super, busy and exciting November (which you’ll hear about below). Don’t worry, I won’t leave you wondering where your monthly Unbounce CS fix went again.

Welcome Erin, Dustin, and Jennifer!

In November, we welcomed three(!) new members to the always growing CS Team…

Erin

Erin comes to Unbounce from Vantage Point, a Vancouver organization that helps empower non-profits. Joining the Academy Team as Marketing Educator, Erin also enjoys running (like, really long distances), craft beer, and film noir.

Dustin

Dustin brings a wealth of Customer Success experience to the (relatively) newly established Montreal CS Team. A recent Quebec transplant, Dustin formerly played an integral role in organizing Vancouver’s Music Waste Festival and getting Dude Chilling Park officially recognized by the City before heading back East earlier this year.

Jennifer

Jennifer joins us from Vidyard, bringing her copywriting and video production talents to the Academy. She’s loves pizza (which makes her A-OK in my books) and is considering one day getting her PhD to officially become Dr. Pepper.

Congratulations Gary!

You may have noticed that we’ve had a posting up to fill our Academy Lead position for a long time (like, longer than I’ve worked here). Well, I’m thrilled to be able to announce that Gary (aka “the artist formerly known as the Unbounce Customer Success Content Specialist”) has officially stepped into that role as of last month. You’ll be hearing a lot more about the Academy in the coming months, but look out for our existing documentation, community forum, and workshops to be housed in once place (with a unified search function), along with e-courses designed to help you get the most out of Unbounce.

The CS Dashboard

As the CS team has grown, communication’s become harder and harder. With Jen, Dustin, and Erin joining, we’re now 19 members strong and split across Vancouver, Toronto, and Montreal. Our daily stand ups are now split into two groups (that might be three in the future as well). And it’s just not possible for everyone to be personally informed about everything that’s going on in the department. Critical messages and happenings still get out via email and in our weekly all hands meeting, but there’s still a host of useful information that everyone should at least be able to reference or look up at a glance at any given time. So, the Support dashboard was born.

Mark (pictured at the top of this post) took the lead on creating a rotating dashboard that gathers, displays, and rolls through key CS stats like customer retention and NPS, shows how individual Support Team members are doing delighting customers (we track any perfect Support NPS scores), and lets the Technical Team and Mitchelle, who works closely with Product, post important announcements that the rest of the team can look up for reference throughout the week.

In our Vancouver office the dashboards are up 24/7 on a screen in the Customer Success area of the office and for our Montreal and TO teams, the boards can be loaded into any browser.

UserConf 2015

UB-Wistia

In early November, Ryan, Lou, and I had the unenviable task of leaving rainy, cold Vancouver, for sunny Northern California. Shipping off to somewhere where November is basically Vancouver’s summer was tough, but we were up to the task, because we knew that along with all that sunshine, UserConf was waiting for us…

In all seriousness, the one day Customer Success and Product Management focused conference was so, so valuable to attend, even if there hadn’t have been the added bonus of escaping a Pacific Northwest winter for a few days. The presentations themselves were great and there was a healthy mix of “oh, awesome, we’re already doing that” and “oh wow, why aren’t we doing that?!” But, perhaps even more valuable, was the time we were able to spend chatting with other Customer Success professionals. It was a rare and awesome chance to connect with hundreds of folks doing exactly what we do everyday and I personally can’t wait for next year’s UserConf in Portland.

A huge thanks to Intercom, GetSatisfaction, and Zendesk, who took the time to meet up with us the day before the conference as well. And a big shout out to the always awesome crew from Wistia, who took that epic group #selfie with us.

Do They Know It’s Christmas?

We do! We also know that you might have work to do on your marketing campaigns over the holidays, so while our office we’ll be closed from Christmas Day to New Year’s Day (inclusive), the CS team will still be handling support remotely. We’ll be checking on emergencies only on Christmas Day and New Year’s Day themselves, but in between, from the 26th – 31st, you’ll be able to reach us via email from (at least) 8am PT – 8pm PT. We’ll be back in the office and ready to rock as per usual on January 2nd.

Who’s Looking for Help?

Solved Tickets by Plan Oct-Nov Solved Tickets by Subscription Length Oct-Nov

 

What do Customers Need Help With?

MNL Ticket Type Distribution - Nov

Billing Issues 16%

  • -2% compared to September

Page Builder Issues 29%

  • +1% compared to September

Custom Domain Issues 11%

  • -1% change compared to September

Feature Requests Over the Last 3-Months

Tickets With Feature Interest (1)

Most Requested Features Over the Last 3-Months

  • Responsive pages (released!)
  • SSL (on deck)
  • Better spam protection (released!)
  • Shared content between pages (exploring)

Customer Feedback

 Some Customer Lovin’

 “Johnny is amazing. I requested a way to sing his praises. He went above and beyond to fix a metatag problem and made sure not only to see it through during various little issues (that were a result of my own ignorance!) but also send me screenshots so I will always know how to do it from now on. I am so grateful of this prompt response and immediate fixing of my issue because it saved me hours of time trying to figure it out alone AND I was able to move on to other aspects of my business. Thank you Johnny! Please make sure he is recognized for his outstanding customer service.”

“You guys are totally awesome. I have different clients with different accounts and have used you for about 6 months now and I’m amazed at first, how good the help sections are written for the site, and second, how outrageously helpful, friendly, funny and cool your team has always been whether at events, in chat or on phone.”

“You guys are the best! Every time I’ve called, I’ve spoken with a live human being within 30 seconds. The last two times, you provided custom javascripts and walked me through implementing them, to ensure that my clients could make full use of Unbounce. When I thanked you, you offered me a free t-shirt! Brilliant! Everyone should be as awesome as you are at customer support Your ‘customer success’ name is spot on! Thank you!”

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.mealime.com/ Jeffrey Bunn

    19!? Wow, a lot has changed in the year since I left. CS is killing it as always with a great NPS. Nice post Quinn!