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Last Month in Customer Success: 81 Support NPS, 4h Reply Time, 1,646 Tickets Solved

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About this postEvery 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?

  • Mobile Preview! Congratulations Mark!
  • SSL is coming

Numbers and Shout-outs:

 Mobile Previewing is Live!

Mobile Preview

 

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

SSLisComing

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?

Dec - Solved Tickets by Subscription Length _last month_

Dec - Solved Tickets by Plan _last month_

 

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

Feature Requests

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)

Customer Feedback

 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!

Quinn Omori
Unbounce Customer Support Manager

3 CommentsLeave a Comment


  • I love that you share this stuff!

    I was interested in the Solved Tickets by Subscription Length. The graph shows that the most support comes from the customers who have been with you the longest, but I’m sure you just have much more of them. I’m guessing it is a lower percentage of overall accounts at that plan as it seems like newer accounts would need more support than older ones.

    It would be cool to look at the Percentage of Support Tickets Created by Subscription Length, so that the number of tickets would be divided by the total number of accounts at that subscription length. This way you could see which subscription length generated the most support and target this group to reduce overall support and improve customer happiness.

    Just a thought! Thanks for sharing!

    P.S. I LOVE that you track feature requests and that it appears you actually prioritize the stuff at the top. That’s awesome customer service!

    • Reply

      Quinn Omori

      3 years ago

      Hey Marybeth – I’ve been looking into the Solved Tickets graph, because I totally agree with your suggestion. I can’t figure out a way to pull the data like that into one graph though… at least not yet. I’m still trying to figure out how to do it in GoodData, but it’s still the same graph for this month’s post.

      • Thanks for checking, Quinn! Y’all are doing amazing things over there at Unbounce. I can’t wait for the next support update!

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