Written by
Luna Tidrick
One of our SaaS clients needed an effective custom support solution. So, we made it happen. In just 4 months, we increased CSAT from 79% to 93.8%.
Since us Ninjas don't like to brag too much though, we'll let Mark Bangerter, Director of Support at ClickFunnels, take it from here.
[TRANSCRIPT]
"My name is Mark Bangerter and I am the director of support. ClickFunnels is an online marketing software we cater primarily to entrepreneurs and small business owners who want to sell their products online or generate leads our software allows them to set up their web pages their email automations, without really needing a developer.
"Working with SupportNinja has allowed us to scale our support team and coverage without needing to grow our support infrastructure. SupportNinja is easy to work with and I love their no BS approach."
Working with SupportNinja has allowed us to scale our support team and coverage without needing to grow our support infrastructure. SupportNinja is easy to work with and I love their no BS approach.
Some of positive impacts on our team is that we were able to start moving our core team back to Monday through Friday hours to have them around during the week since SupportNinja covers our weekends.
"Overall we've seen an improvement in our customer satisfaction scores (CSAT) by having a support team helping answer our customers we're able to respond to customers more quickly."
Working with SupportNinja has also allowed us to scale back on some other support technologies that we were utilizing that were contributing to a positive customer experience.
Overall we've seen an improvement in our customer satisfaction scores (CSAT) by having a support team helping answer our customers we're able to respond to customers more quickly and resolve their issues in a more timely manner, which contributes to the increase in success."
Growth can be a great problem to have
As long as you have the right team.