I’m happy to share a handful of updates pertaining to our customer service that we provide to all Infusionsoft users. The changes we’ve made will result in better service, faster response and overall a thumbs up from you if you ever need help with Infusionsoft — consistently.
While our support personnel have always provided excellent service, we identified a few vulnerabilities in the customer experience that would cause some users to give us thumbs down on occasion. These changes ultimately result in greater service provided to all users on a consistent basis.
- Swifter Online Support Cases – Now we have dedicated staff handling online cases which means much quicker responses. This has a mutual benefit, when we handle cases online quickly Infusionsoft users don’t need to call in asking about them. Response times will vary based on volume, but you’ll witness a significant improvement next time you submit a case.
- Improved Knowledge Base -After listening to reasons why customers haven’t checked the support documents online before calling, one thing was clear – it was cluttered and people didn’t know where it was. We re-organized the online support portal and renamed the ‘Fusebox’ to the ‘Help Center‘ … clever, huh? Oh, and you’ll notice it’s faster than before – it’s on a dedicated server so it’s speedy for everyone.
- Expanded Training Resources – Not everyone necessarily has a simple question, but they seek to learn the best method of accomplishing a marketing feat with Infusionsoft. For that, we have an expanded Help Center. Our training team is hard at work to build that into a full-fledged resource to learn how to maximize Infusionsoft through videos, tutorials and helpful guides designed for novices and veterans of Infusionsoft.
- Success Coaches & Infusionsoft Success Path – Every new user of Infusionsoft will be connected to a Success Coach so they can fast-track users along the Success Path and make sure customers have everything they need to be successful. Our Success Coaches are positioned to help people when they need it the most in the beginning, but they are super knowledgeable and will provide guidance with their marketing strategy with Infusionsoft.
- Infusionsoft Development Center – In response to feedback about our API support resources, we’ve made incredible progress to fully document how to access and use our API through our new Infusionsoft Developer Center. This resource is aimed toward programmers and developers so they can have the documentation and support at their fingertips when it comes to the Infusionsoft API. As such, all API support will be focused on this one portal so every developer benefits from it. Hats off to Justin Gourley for supporting our developers in this.
And we’re not done yet! We have a few more ideas in the works to provide even better service to Infusionsoft users. If you’ve heard complaints about our customer service in the past, don’t fret. (It’s okay, we heard them, too.) We’ve listened and are on a continual path of excellence in customer service.
From what we’ve seen so far, the response has been mutually favorable from users with higher ratings on their support interactions and our support reps have noticed that you’re nicer because of it. With an average hold time under three minutes (some days under 40 seconds), what could be better? This is the signature of a progressive, transparent and customer-focused organization – hope you see that. Soon, I’ll share bits and pieces about what we do to improve our service day-in and day-out. Let me know what you want to know and I’ll share it.
These five improvements centered around self-service for users. We believe it’s equally important to provide helpful resources so users can learn and help themselves in addition accessing live support. As always, if you have questions, you can always talk to us – no changes there.
[Image credit: pheaber]
Posted In: Customer Service
