Last Month in Customer Success: 76 Support NPS, 5h Reply Time, 1,549 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?

• Bon voyage, Jade! (don’t worry, she’s just leaving Vancouver, not Unbounce)
• Montreal! We want you… to join Unbounce Customer Success!
• Customer Support and Customer Success: splitting the team as we get ready to grow even more
• More of A/B Test ALL THE THINGS!

Numbers and Shout-outs:

Our support NPS has been pretty steady since we started collecting it through our Zendesk signatures. That’s good, because it’s not getting any lower, but it’s not good enough, as we want to get that metric even higher. Feedback is vital for making that happen, so whether it’s support NPS or our 1-month or 6-month survey and whether you’re giving us perfect scores or failing grades, please take a moment to use the survey comments to tell us how we can make your experience better.

Happy Unniversery Mitchelle!

If you’ve interacted with our Customer Success team more than a handful of times, chances are that you’ve had your day made by Mitchelle. In addition to providing amazing support to our customers, she’s an expert at onboarding, helps keep our webinars top notch, and handles internal training for most of our new CS’ers. We’re ecstatic about the last year and looking forward to the years to come. Congratulations on one year at Unbounce, Mitchelle!

Happy Trails, Jade!

We’re sad to say that we’ll be losing Jade from our Vancouver office, but relieved to say that we’re not losing her from Unbounce after she ships off to Toronto in August. While we’ll miss her smiling face (or is it faces? – see below) around the office, it’s an exciting opportunity to have a member of Customer Success in the Eastern time zone and a great chance to test out having team members working remotely with someone we already know before we expand the Support team further outside of Vancouver…

Eastward, Ho!

Are you looking to join the awesome team here at Unbounce, but maybe not so keen on relocating to Vancouver? Well, you’re in luck, because we’re coming out East. Our Marketing team has already been holding it down in Montreal for the last 4-months and we’re finally ready to grow the Customer Success team in Canada’s 2nd largest city as well. If you have a passion for helping customers succeed and want to help us make our first step towards going global, head over to our careers page to apply.

Customer Success and Customer Support

As anyone in a growing organization knows, as you get bigger, it gets harder to manage people, tasks, and responsibilities. We’re committed to maintaining (and elevating) the services we offer as we get bigger, but as the team expands, we’ve had to shift things around to make sure everything we do is still manageable.

When Unbounce’s Customer Success team started, Ryan and Jacquelyn had to be unicorns, handling everything from sales to billing, onboarding to technical support, and all the other stuff in between. As the team’s grown, it’s been harder for everyone to be an absolute expert about everything, but we’ve still been able to improve our service overall by having people play to their strengths and specialize. As we gear up to get even bigger, we’re splitting the team into Customer Success and Customer Support.

Lou will be at the helm of Customer Success, who will be responsible for customer onboarding, customer retention, and making sure folks who inquire about Unbounce are a good fit for our services. Quinn will take the lead on Customer Support, who will be responsible for solving customer inquiries and troubleshooting technical issues.

While there will definitely still be some crossover, think of Success as the team that’s proactively reaching out to customers and Support as the reactive wing, tackling incoming customer requests. Regardless of the split, we’ll all still be committed to helping you succeed by making sure your Unbounce experience is as smooth as possible.

A/B Test ALL THE THINGS!

This month we bring you an A/B test from our newsletter. It’s a monthly email packed with Unbounce’s happenings and tips. We’ve done a lot of experimentation to find the best time to send this email, there are a lot of factors that go into it and time can have a significant effect on the open and click through rates. We had finally settled on Tuesdays at 5:00 AM. Then we were thinking, we can’t be the only company that sends their email exactly at a specific hour (3:00 AM, 4:00AM, etc…). What if our email is being lost among all the other emails being sent at the same time and customers aren’t giving it the attention it deserves, so we did what we always do (hint: A/B test). For group A we sent the email as we normally do at 5:00 AM and for group B we sent it at 5:15 AM. Just a bit later to see if it has an effect, we did this for two different emails and here are the results from Mailchimp:

The results from both emails weren’t consistent but they were both positive. For the first email we noticed a slight increase in the open rate and a pretty significant increase in the click through rate (7.3% vs 10.8%), the second email is showing the same click through rate and a 1% increase in the open rates. Considering we did nothing but change our sending time by 15 mins I’d say this is a pretty easy and quick win!

 

The Support Desk

 

Who’s Looking for Help?

 

What do Customers Need Help With?

Page Builder Issues 22%

• +1% Compared to May

Billing Issues 19%

• 0% Compared to May

Custom Domains 10%

• -1% Compared to May

Feature Requests

 

Sharing page sections, snippets and scripts across pages will definitely make managing multiple pages with Unbounce a lot smoother. The first step to this feature is global scripts, check out a sneak peak of what it would look like to apply scripts to all your pages with a few clicks

Most Requested Features

1. Responsive pages
2. SSL
3. Better spam protection
4. Shared content between pages

Other Features Gaining Traction:

1. 404 redirection

Customer Feedback

 Some Customer Lovin’

 

“Jade was a joy and delight to work with. She’s capable, helpful, efficient and thoughtful. She’s a 10 out of 10 in my book.”

 

“What real humans who chat like humans and not corporate drones working customer service and making problems interesting and fun? you guys better be careful, that kind of exemplary customer service might catch on and then what will we have to bitch about? I wish i could give Justin more than 5 stars.”

 

“Not only is your product and concept great but I got the feeling from Jade that you guys really want to help. Jade was patient, knowledgeable, and will to stick with me until I was satisfied. My recommendation, clone if you already haven’t.”

P.S. We took the customer’s advice

 

 

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