Every considered one of you—our clients and companions—play an important position within the success of ActiveCampaign. For this, on behalf of our complete ActiveCampaign group, I need to say thanks.
Over the previous few years, ActiveCampaign has added over 100,000 new clients and has grown all elements of the enterprise at an accelerated tempo, together with:
- Scaling our group from 20 workers in 2016 to over 900 as we speak
- Rising our hubs from one in Chicago to 6 hubs all through the world, along with our distant group members
- Constructing upon our worldwide momentum with clients rising in 180 nations and increasing our localized language help
- Delivering over 250 billion buyer experiences on behalf of our clients
- Bettering our platform processing efficiency (by over 10x)
- Aggressively rising our app ecosystem to over 900 apps and integrations
- Bringing new advertising and marketing and gross sales capabilities to market, together with the brand new ActiveCampaign AI
- Investing within the next-generation basis of the ActiveCampaign platform
This journey has been, and continues to be, very thrilling. Nevertheless, it is usually necessary to acknowledge that our speedy tempo of progress has had some penalties which have adversely impacted a lot of you.
Our buyer expertise of late hasn’t been as much as our personal requirements, nor has it been the constant kind of expertise we should present. We have now additionally made a number of organizational modifications and moved rapidly on platform rollouts with out affording you, our clients and companions, the time to totally take up the scope of the modifications. This has resulted in elevated quantity for our help group and response occasions which can be far longer than it’s best to count on or deserve. Well timed responses to your chat and ticket inquiries ought to be the expectation, and I guarantee you that that is our highest precedence, and you will note enchancment.
We’re transferring swiftly to dramatically enhance your buyer expertise whereas massively enhancing product efficiency and reliability. You utilize ActiveCampaign merchandise since you count on and deserve the very best. We’ll meet your expectations. How?
Buyer expertise initiatives and investments underway:
- Bettering our responsiveness
We have now rallied over 500 of our workers throughout the group, not simply these in Assist, to deal with our backlog of help tickets and enhance response occasions. Since making this transfer, we’ve got diminished our common response time by 95%. We’re dedicated to decreasing this even additional.
- Introducing new channels of serving to clients in-app with display sharing
We’ll proceed so as to add extra channels to make sure which you could attain us in any method handy to you. Operationally, our focus will shift to making sure that we reply in a well timed method each time, resolve your questions as rapidly as potential, and aid you evolve your information of ActiveCampaign and turn out to be extra refined in rising your online business.
- Designing a brand new strategy to serving clients
We have now restructured our Buyer Group to serve you higher. Along with our Onboarding, Implementation, and Shopper Success groups, two new groups will spherical out the shopper group—a group of Buyer Expertise Specialists (your major contact for all issues ActiveCampaign) and a World Enablement Group (that will help you and your groups turn out to be ActiveCampaign product specialists). This cleaner strategy will simplify the way you get solutions to all of your ActiveCampaign questions.
- Launching a brand new hub in San Jose, Costa Rica to increase hours of help
In Might, we opened a hub in Costa Rica, which is buyer experience-focused. All workers are both chargeable for buyer success or platform reliability and efficiency. By opening a hub right here reasonably than headcount in our current hubs, we will attain extra clients throughout your working hours, thus enhancing your expertise.
- Larger integration of companions and advisors into our product groups
We activated a Buyer Advisory Board to assist us form our future product technique and have prioritization and advise us on any market-related modifications being thought of by our board. Meaning you will have extra say in what the way forward for our platform seems to be like.
Platform initiatives and investments underway:
- Investing within the core of our platform & innovation
Over the previous six months, a brand new electronic mail designer was launched, and throughout the subsequent few months, a brand new electronic mail design workflow will probably be delivered. AI continues to supply alternatives to automate extra effectively, and new content material era options will probably be quickly delivered to enhance current AI options equivalent to predictive sending, predictive content material, and win chance.
- A brand new cell-based platform structure
Transferring into a number of information facilities, the structure of ActiveCampaign has been fully reimagined for improved consistency and reliability. We at the moment have clients stay in an EU information heart and can open an APAC information heart within the second half of 2023. The brand new cell-based structure will enable information facilities to be positioned near the place our clients are, anyplace on the earth.
- Bettering our processing pace and capabilities
Because the begin of 2023, we’ve got been rolling out a brand new processing infrastructure, leading to 10x good points in efficiency and reliability of processing of campaigns and automations. That is an over 80% enchancment in pace and stability of segmentation in current months, alongside improved platform load occasions. This isn’t the tip state however reasonably a step in direction of continued enhancements to allow larger scale, efficiency, pace, and reliability.
- A larger funding in high quality
Along with enhancing help responsiveness, product managers and engineers are getting nearer to our clients and are rotating into help, giving them first-hand information and expertise in fixing the questions that our purchasers have. We count on this expertise to translate into higher product experiences.
- Investing in our companion program with a product-led focus
Our companions allow a good portion of our progress. We’re investing in constructing upon the “product” facet of our companion packages. Bettering the technical capabilities of managing accounts, whether or not or not it’s fundamental account administration or impacting change throughout teams of accounts without delay.
Our dedication to you is that we’ll attempt to do higher—higher at responding to your platform questions, higher at in search of and implementing your suggestions, higher at preserving everybody knowledgeable about any product modifications or trending points, and lastly, higher at anticipating how the enterprise modifications we make will affect every of you and your companies.
Please attain out in case you have any questions or suggestions.