Last Month in Customer Success: 81 Support NPS, 4h Reply Time, 1,646 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.
- Mobile Preview! Congratulations Mark!
- SSL is coming
Numbers and Shout-outs:
Mobile Previewing is Live!
We usually don’t talk a ton about new features in the CS newsletter, but this one’s a special case, because it was built by Mark, one of the CS support team’s resident technical wizards. Born out of our most recent company wide ShipIt Day, Mobile Preview lets you check out just how the mobile view of any Mobile Responsive page will look with the click of a button. Huge congrats to Mark on shipping his first feature!
And, without any spoilers, look out for the other half of our Tech Team dynamic duo, Johnny, to push out a feature of his own in the next few weeks. We’ll have more on that in next month’s newsletter.
SSL is Coming… and we’re helping make sure it works
It’s been a long time in the making, including a ton of improvements on our infrastructure that our Devs have been doing behind the scenes, but we’re closing in on releasing SSL to a group of beta testers. We’re already able to apply SSL to an Unbounce page, but before we start doing that for customers, we’re making darn sure it’s not going to cause any issues with anyone’s live campaigns. Because there’s so many browser triggered errors that can happen on an SSL page, the Support team is helping out Product and QA by putting the feature through it’s paces this week. After that, we’ll be ready to roll out to a beta group and finally to everyone else.
Who’s Looking for Help?
What do Customers Need Help With?
Billing Issues 19%
- +2.5% compared to November
Page Builder Issues 23%
- -2% compared to November
Custom Domain Issues 10%
- -.5% change compared to November
Most Requested Features
- Responsive pages (released!)
- SSL (beta starting in the next month)
- Better spam protection (implemented)
- Shared content between pages (version 1.0 on deck)
Some Customer Lovin’
“Great customer service!. My question was answered very quickly, I wasn’t on hold or transferred to other departments — I was pleasantly shocked! Laura helped me resolve my issue (which was my error, not Unbounce error) with ease. I will recommend Unbounce to anyone that will listen to me!!
“Thanks Alex for your superb customer support and for creating highly positive experience with unbounce! Would highly recommend to anyone who’s building a landing page.”
“Bugs come up every now and then. It’s how you deal with them that defines your level of service. Thanks for the quick fix and solid follow-up (problem was fixed in about the time it took me to go grab and eat a sandwich) …and don’t challenge Dustin to a game of scrabble ;)” (Ed. note: pretty sure I’ve beat Dustin at Scrabble before)
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