Every one in all you—our clients and companions—play a significant function within the success of ActiveCampaign. For this, on behalf of our entire ActiveCampaign staff, I wish to say thanks.
Over the previous few years, ActiveCampaign has added over 100,000 new clients and has grown all facets of the enterprise at an accelerated tempo, together with:
- Scaling our staff from 20 workers in 2016 to over 900 at this time
- Rising our hubs from one in Chicago to 6 hubs all through the world, along with our distant staff members
- Constructing upon our worldwide momentum with clients rising in 180 international locations 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. Nonetheless, it’s also necessary to acknowledge that our fast tempo of development 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. Now we have additionally made a number of organizational adjustments and moved shortly on platform rollouts with out affording you, our clients and companions, the time to totally take in the scope of the adjustments. This has resulted in elevated quantity for our help staff and response instances which can be far longer than it is best to count on or deserve. Well timed responses to your chat and ticket inquiries must be the expectation, and I guarantee you that that is our highest precedence, and you will notice enchancment.
We’re shifting swiftly to dramatically enhance your buyer expertise whereas massively bettering product efficiency and reliability. You utilize ActiveCampaign merchandise since you count on and deserve the very best. We are going to meet your expectations. How?
Buyer expertise initiatives and investments underway:
- Bettering our responsiveness
Now we have rallied over 500 of our workers throughout the group, not simply these in Help, to deal with our backlog of help tickets and enhance response instances. Since making this transfer, we now have diminished our common response time by 95%. We’re dedicated to lowering this even additional. - Introducing new channels of serving to clients in-app with display sharing
We are going to proceed so as to add extra channels to make sure that you would be able to 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 shortly as doable, and enable you to evolve your information of ActiveCampaign and develop into extra refined in rising your online business. - Designing a brand new method to serving clients
Now we have restructured our Buyer Group to serve you higher. Along with our Onboarding, Implementation, and Consumer Success groups, two new groups will spherical out the client group—a staff of Buyer Expertise Specialists (your main contact for all issues ActiveCampaign) and a International Enablement Group (that will help you and your groups develop into ActiveCampaign product specialists). This cleaner method 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 Could, we opened a hub in Costa Rica, which is buyer experience-focused. All workers are both answerable for buyer success or platform reliability and efficiency. By opening a hub right here somewhat than headcount in our current hubs, we are able to attain extra clients throughout your working hours, thus bettering your expertise. - Better 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 adjustments being thought of by our board. Meaning you might 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 e mail designer was launched, and inside the subsequent few months, a brand new e mail design workflow might be delivered. AI continues to supply alternatives to automate extra effectively, and new content material era options might be quickly delivered to enrich current AI options comparable to predictive sending, predictive content material, and win likelihood. - A brand new cell-based platform structure
Shifting into a number of knowledge facilities, the structure of ActiveCampaign has been fully reimagined for improved consistency and reliability. We at the moment have clients stay in an EU knowledge heart and can open an APAC knowledge heart within the second half of 2023. The brand new cell-based structure will enable knowledge facilities to be positioned near the place our clients are, wherever on this planet. - Bettering our processing pace and capabilities
For the reason that begin of 2023, we now have been rolling out a brand new processing infrastructure, leading to 10x features 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 instances. This isn’t the tip state however somewhat a step in direction of continued enhancements to allow larger scale, efficiency, pace, and reliability. - A larger funding in high quality
Along with bettering 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 shoppers 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 development. We’re investing in constructing upon the “product” side of our companion applications. Bettering the technical capabilities of managing accounts, whether or not it’s primary account administration or impacting change throughout teams of accounts directly.
Our dedication to you is that we are going to attempt to do higher—higher at responding to your platform questions, higher at searching for and implementing your suggestions, higher at holding everybody knowledgeable about any product adjustments or trending points, and lastly, higher at anticipating how the enterprise adjustments we make will impression every of you and your companies.
Please attain out you probably have any questions or suggestions.
Thanks,
Jason
