Last Month in Customer Success: 81 Support NPS, 4 Reply Time, 1783 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.
- Copy and Paste! Congrats Johnny!
- The Academy is coming
Numbers and Shout-outs:
Copy/Paste is Live!
In last month’s post, while talking about the amazing job Mark did with our new Mobile Preview feature, I mentioned that the other half of our Technical Team, Johnny, was also ready to ship his first app feature. While Mark’s feature brought some awesome functionality to one of our newest features, Johnny’s feature is something that customers have been asking about for years. You may have noticed it already (or received our email announcement), but if not, I’m thrilled to introduce you to Unbounce’s new Copy + Paste feature. Copy + Paste lets you copy any page element between two pages in different browser tabs. Take a look at the quick video above to see it in action.
Huge congrats to Johnny and a big thanks for all his hard work to make Copy + Paste happen!
Get a Virtual Degree at the Unbounce Academy
When the CS department was founded (way back when start-ups had to walk both ways uphill in the snow to get angel investment), our focus was largely on reactive support. We provided and advertised ways for customers to get in touch with us and then we did our very best to help them get the most out of Unbounce. While we still do that, we’ve also added a variety of ways to both gather customer feedback and answer inquiries and also to proactively share advice and other resources. Early on, we rolled out an Unbounce community to give customers a forum to both ask us questions and to answer questions for and solicit advice from each other. We also created (and have been constantly updating) our official documentation, which has become more and more important as we’ve added more powerful features to the app. And now we’re close to launching the biggest improvement to our Support resources since we rolled out those official docs way back when.
The Unbounce Academy will feature, not just how-to docs, but full e-learning courses, taking you through everything from Unbounce basics to A/B Testing to creating a PPC campaign. As part of the Academy launch, we’ll also be rolling the Community, Unbounce Answers, and the new e-learning modules under a unified search, so all of that info is explorable from the same starting point.
Look out for the Academy’s soft launch later this month.
Who’s Looking for Help?
What do Customers Need Help With?
Billing Issues 19.5%
- +.5% compared to December
Page Builder Issues 23%
- 0% compared to December
Custom Domain Issues 10%
- 0% change compared to December
Most Requested Features
- SSL (beta test starting this month)
- Improved Reporting (gathering requirements)
- Mobile Responsive (released)
- Improved forms (under consideration)
We’ve been focusing on “Customer Lovin'” in this section of each month’s post. And while it’s great to showcase some of the awesome feedback our team regularly receives, I wanted to start bringing in examples of less than perfect feedback and explaining what we’ve done to turn that customer around or try to go the extra mile for them.
Last month, Mark received a request via our live chat from a customer to export the page names and URLs of his Unbounce landing pages. It’s a feature we don’t have, but Mark let the customer know we could try a custom export for him, let him know we’d created a ticket to track the issue, and then get back to him with a .csv file. In the interim, the customer filled out our Support feedback survey and let us know while he’d requested just page name and URL, ideally, he’d be able to export much more:
Adding an Export functionality to the list of pages page. So when I’m viewing all my 180 (and growing) list of pages, I can export to CSV and see what all of my URLs are, published/unpublished pages, page name, how many variations there are for that page, a list of variations for that page (i.e. a cell that would list the active variations’ letter, so a value like “A,B,C,D”).
We could have just grabbed the original export, let the customer know that we’d pass his suggestion onto our product team, and been done with it and chances are the customer would still have been left reasonably satisfied. Instead, Mark saw the feedback and decided to take the time to grab, not just the page names and URLs, but everything else in the customer’s export wish list as well. The result? A customer who was much more than just reasonably satisfied:
Mark went above and beyond on my request for an export of the pages in my account. I needed two pieces of information and asked for some extra that would be nice to have, but wasn’t needed. Mark got me what I needed, plus the extra info that was nice to have. Furthermore, he found the survey I submitted after my initial chat experience, and fulfilled on some requests that I suggested to Unbounce, but never directly told him. That is phenomenal service I think. Mark is fantastic. Thank you!
Questions or comments? Don’t be shy and post all your thoughts below, we’d love to hear and learn from you!
Unbounce Customer Support Manager