Last Month in Customer Success: 77 Support NPS, 4h Reply Time, 1,606 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.

What’s New?

• Phones, chat, and email, oh my!
• Montreal! We still want you to join Unbounce Customer Success. (Vancouver, we want you too!)
• Get on the annual plans train! (aka, choo-choo-choose a yearly subscription)

Numbers and Shout-outs:

The Support Balancing Act

As our customer base has grown, so has the volume of support requests we receive. We’ve tried to grow the team to keep up, but as everyone on the team has picked up new responsibilities in addition to day-to-day support responses, there’s been times where we’ve felt the crunch of balancing everything else with making sure our three main incoming channels (phone, chat, and email) are still given the appropriate amount of love. Keeping track of who is doing what has always been an ad hoc thing here in Success. And when the team was smaller, there was never a reason to change that. We’re still doing really well – and there haven’t been any coverage disasters – but we’re definitely seeing the need to be a little more organized as our team grows. So we created a schedule for phone and chat. I just heard a bunch of you out there go, “duh”, but it’s just another one of those things that only crept up after our team’s expanded.

Join Us!

Speaking of growing our team, we’re still on the lookout for a few good people to join our brand spankin’ new office in Montreal. And we’ve just started our search for at least one more member of the CS team here in Vancouver as well. I could tell you how amazing it is to start working at Unbounce, but Justin already did an awesome job of that. So, if you love working with an awesome team to make customers’ days on the regular, apply today!

The Annual Plans Train

There’s no doubt that annual plans are good for your business – they improve retention rates and cash flow. As it so happens, annual prepayment is not built into our App. Our developers are way too busy with other critical features so it’s not something that we could accomplish in the immediate future. We made our own CS workaround with our billing system to create an annual prepayment solution. Now we simply charge the credit card of the customer manually for a year’s worth of subscription (plus one month free) and then credit them the same amount, so monthly they get charged from the account credit instead of their credit card. Annual payments was something we used to do only for customers who requested it, and we didn’t highlight it much (mostly because it wasn’t a fully automated process). But then we attended a Kissmetrics webinar that was all about churn and this note resonated with us: “Just ask your established customers to go an annual payment plans and you’ll be surprised at how many will want to switch”. So we did just that. We set up an Intercom auto message that asks customers who have been with us for more than 6 months if they want to move to an annual plan, and get a month free. Here’s what happened! Now, granted, we did ask our entire base of established customers, so this surge of payments that happened in July will eventually settle down, but will likely still be higher than before we gave it any love. Conclusion: If there’s an action your customers can take that will add value to them and to your business, then just ask them to do it (politely) and you might be surprised (pleasantly)!

Who’s Looking for Help?

What do Customers Need Help With?

Billing Issues 20%

• +1% Compared to June

Page Builder Issues 20%

• -2% Compared to June

Integration Issues 12%

• +2% Compared to June

Feature Requests

Most Requested Features

• Responsive pages
• SSL
• Better spam protection
• Shared content between pages

Other Features Gaining Traction:

• More 3rd party integrations

Customer Feedback

 Some Customer Lovin’

 

“Unbounce is one of the most intuitive and user friendly tool sets I have used so far.”   “Justin is awesome beyond belief! He went above and beyond on multiple subjects in terms of helping me find solutions on obstacles I was facing. He had amazing patience and was extremely knowledgable. Couldn’t ask for more to be honest. Unbounce and the support team are unparalleled. I’ve used tons of other “competitors” and Unbounce smokes them all day and night! You can quote me on ”   “Awesome response time. Perfect for someone who has no technical knowledge of html. Great help, great tool.”

Questions or comments? Don’t be shy and post all your thoughts below, we’d love to hear and learn from you! Ahmed Radwan  Customer Success Data Analyst