Last Month in Customer Success: 97% Customer Satisfaction, 5h Reply Time, 1,420 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.
- Two awesome new members of the Customer Success Team
- New Lead for the Technical Team!
- We’re always A/B testing something – our most recent test was in-app messaging vs notifications!
Numbers and Shout-outs:
To put these numbers into perspective a little bit, Zendesk has some handy global KPIs that they collect by surveying their customers. It’s not the standard we hold ourselves to but it’s nice to know where we stand from the industry average of Zendesk’s customers.
Welcome Jade & Quinn
It’s no secret that Johnny has been all around awesome. He’s the go-to guy when it comes to technical issues, the team loves working with him, customers love talking to him and he’s been whipping up great fixes to some of our customers’ biggest painpoints. He’s been great at leading the technical side of support and now his title reflects that. Johnny is now officially the Technical Lead of the Success Team!
A/B Test ALL THE THINGS!
We use Intercom for most of our communication with customers where we can reach out in a few different ways (email, in-app message, in-app notification…). Intercom recently launched a Beta version of A/B testing and we’re loving it. We can A/B test content, subject lines, in-app vs. email messages, and others. Our most recent test was to compare between an in-app message (a pop up in the middle of the window) and a shorter In-app notification (a pop-up in the top right corner of the window). Check out the results below.
It’s still in Beta and it doesn’t show the statistical significance yet but here’s a handy link we used to calculate if the test is viable or not. The in-app message (version 1) is a clear winner!
The Support Desk
We have two levels of tagging when it comes to categorizing tickets and we use these tags to track where our customers need help the most. Segmenting this information for our new customers will hopefully help us understand what we need to improve in both the product and support to make the onboarding process as smooth as possible.
Who’s Looking for Help?
We took the data from January and February for customers that have been with us for less than 4 weeks and broke down their tickets by category and their subscription duration. It wasn’t a big surprise that CNAME and Page Builder are the top contributors to these tickets. There are two ways we go about this. First, Gary our Content Specialist is always creating new support material for walking customers through the process of setting up CNAMEs and getting started with the page builder. He’s continuously checking the search terms customers use in our knowledge base and making sure that customers find the information they’re looking for (Zendesk has some pretty good stats for the searching behaviour in the support centre). Second, we have an open channel with our product team for UX improvements. They built a Trello board for us to start providing some feedback on what customers are having trouble with from a UX perspective. It’s pretty tricky to catch potential improvements to the UX from customers’ feedback because they rarely voice it. Our team is always trying to stay alert to areas where customers have trouble and we’re pretty lucky to have an awesome product team that pushes us to provide this feedback.
What do Customers Need Help With?
Page Builder Issues 18%
- +2% Compared to February
Billing Issues 18%
- +2% Compared to February
Integration Issues 15%
- +2 % Compared to February
The Dynamic Text Replacement feature is coming very soon, we’re pretty excited about this release and we’re eager to help customers get more out of their campaigns.
Most Requested Features
- Responsive pages (more on this here)
- Better spam protection
- Shared content between pages
New Feature Requests Gaining Traction
- More flexible traffic/conversion stats
We love using SurveyGizmo for our NPS survey. We found it’s reporting a little bit limiting, but by using their Googlesheets integration we were able to push all the survey data into a spreadsheet and create our own formulas to calculate the 90-day rolling average NPS and trend it over time.
Some Customer Lovin’
Man, you Unbounce people definitely know how to nail not only the support but also the personal touch. Which is very hard to do with app support, but you guys smash the barrier. Every time I have asked a question and get a reply me and the team are like “Man, we have to give support like this, its amazing” so I am essentially modelling the customer service we will give for Change after the Unbounce crew.
Questions or comments? Don’t be shy and post all your thoughts below, we’d love to hear and learn from you!
Customer Success Coach, Unbounce