In this day and age of transparent customer communications made more apparent thanks to Twitter, Facebook, blogs, forums and the many forms of social media, businesses and customers are carrying on conversations right there for the entire world to see.

In an effort to shed light on how Infusionsoft is utilizing the latest forms of communication to improve our processes, we want to highlight some customer feedback, for better or for worse, and how we are using it to improve the way we do business.

Recently, there was a thread posted on our forum from a customer, Alex Charfen, who hit a few snags with our software and later reported that everything was resolved quickly. Through the world of social media, we became alerted to his pains and reached out to him to see how we could help. With some attention from our customer service manager, here is the resolution of the story from the words of the customer:

Don’t Judge By Issues Judge by Resolution

OK, so I had some issues with IS earlier in the month and I was panicked. I posted to this forum and within a day Jordan got in touch with me and took care of them. He was professional, thorough and did everything he could to make sure I was back up and running.

Why was I panicked? Because Infusionsoft is so awesome and so perfect for my business that I can’t have it go down on me. My little company has gone from my wife and I to 15 people in a 6,000 square foot office space in Austin adding about a person every 30 days.

InfusionSoft has been at the center of our success. There simply is no other program in the market like it.

They are awesome, not just as a service but as a company. Cadey and I went to Arizona and spent two days at IS and for those of you who have not had the opportunity you should go. I have never been in a building with so much energy and focus. Every person in the company knew what they were doing and what their goals were. It was awesome. The trip inspired us to become better and grow faster.

I am such a believer in IS, yes, I had issues but I choose to judge the company not on the stumble but on the recovery.

Thanks to everyone at InfusionSoft working hard to keep the entrepreneurial dream alive worldwide!

Alex Charfen
www.cdpe.com

Thanks to the evolution of how customers are communicating with businesses, it is becoming easier to start an open dialogue and resolve issues. It is always encouraging when we can help a customer through a problem and see a happy resolution for all involved. It’s clear, customers are in continue as they continue to help us by contributing to our Infusionsoft Ideas portal so we can help shape a better marketing software that real entrepreneurs use and love everyday.

In addition, I’d like to point out that we regularly check into our customers’ needs and do our best to give them the right solution to outstanding issues. We poll random segments of our customers on a monthly basis through our software when they log in and we review all the comments. We share feedback from the Web at large with our leadership team so they can be sure we’re keeping in touch with our users’ needs. (If you couldn’t tell already, the executives blog here and you’re welcome to comment and interact with them, too.)

You can keep up with us and let us know how your Infusionsoft experience is going anytime via our Blog (here), Facebook, Twitter or our Community forum.

If you have a story where we saved your day, we’d love to hear it.

–Linda

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