Last Month in Customer Success: 76 Support NPS, 4h Reply Time, 1,674 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.
- We have a videographer in the Unbounce house (WHAT WHAT)
- Using a heat-map to visualize ticket flow
- Results from our new support survey
- Responsive is officially in Alpha testing
Numbers and Shout-outs:
You may have noticed that we’re not reporting on satisfaction anymore, that’s because we stopped using Zendesk’s built-in support survey. We are now using our own survey to ask our customers for feedback on the service they’ve received. More on this at the end of the post.
Felix is a recent VFS Digital Design graduate who joined us as the Customer Success Videographer. He has a passion for visual storytelling through videography and motion graphics. Felix will be working on taking the learning experience we provide our customer to the next level with more videos, more visualization and more learning. You can check out his previous work at here.
The Support Desk
When is your support team most busy?
There are multiple ways to check on Zendesk (or Gooddata) when the support team is busiest. We prefer to visualize everything – it’s important to know and see this data. You’ll be able to take the right steps to ensure that your first reply time is within your target goals. The Gooddata-Zendesk plugin offers a lot of flexibility when it comes to reporting on Customer Success KPIs, we used this handy tutorial to create a heatmap for the incoming flow of tickets. It was pretty interesting to see our highest loaded hours during the day. The data analyzed in this report is for the last 3 months, every box represents the percentage of tickets received during this hour from tickets received throughout the three months period.
Who’s Looking for Help?
What do Customers Need Help With?
Page Builder Issues 20%
- +1% Compared to April
Billing Issues 19%
- 0% Compared to April
Custom Domains 11%
- -1% Compared to April
Responsive has been our most requested feature, our developers have been going at it pretty hard and it’s now officially in Alpha testing phase. Customers are getting their first look at where we’re at with the feature and will be working with our product team to shape it’s future. More on this in our Carter’s post over here.
Most Requested Features
- Responsive pages
- Better spam protection
- Shared content between pages
In last month’s post, we mentioned how we wanted to collect more detailed feedback from our customers that received support. So we built a more detailed feedback survey which you can checkout over here. We had two assumptions when we implemented the new survey:
– When we ask customers more specific questions, we’ll start getting more actionable feedback.
– Our NPS from this survey would be higher than the NPS we collect 1 month and 6 months after signup. We’re more likely to delight customers that actually got in touch with us at one point during their lifetime with Unbounce while customers from the 1 month and 6 month survey did not necessarily contact our team at all.
Here are the results comparing NPS from all 3 surveys:
So our support NPS compared to our 1-Month and 6-Month turned out to be off the charts!. This validated our second assumption along with the fact that the 6-month survey is also higher, feedback from customers that have interacted with us somehow is more positive than feedback from customers that may not have experienced what the success team offers. Similarly for the product NPS, if you’ve submitted a ticket or have been a customer for 6-months then you must have gotten your hands dirty with our application. For 1-month signups they may have not had enough time to really explore our solution. If you were a SaaS company targeting an SMB demographic, would you depend on the NPS coming from all your signups or customers that have truly experienced what you’re offering only?
Some Customer Lovin’
Love the service, but even more the support. You guys really make the customer feel important. Rare find in a day where most companies treat you as expendable.
Unbounce has been a game-changer for me and a few colleagues of mine. You are one of only a handful of resources I consider critical to my business moving forward.
I do love your customer service attitude, your platform… and love the fact I’m supporting my Canadian colleagues :)
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