A Message to our Prospects and Companions

Every one in all you—our clients and companions—play a significant function within the success of ActiveCampaign. For this, on behalf of our complete ActiveCampaign staff, I wish 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 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 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 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’s also vital to acknowledge that our fast 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 now have additionally made a number of organizational modifications and moved shortly on platform rollouts with out affording you, our clients and companions, the time to completely take in the scope of the modifications. This has resulted in elevated quantity for our help staff and response instances which can be far longer than you need 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 employ ActiveCampaign merchandise since you count on and deserve the perfect. We are going to meet your expectations. How?

Buyer expertise initiatives and investments underway:

• Bettering our responsiveness
  We now have 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 instances. Since making this transfer, now we have lowered 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 assist you evolve your information of ActiveCampaign and change into extra refined in rising what you are promoting.
• Designing a brand new method to serving clients
  We now have restructured our Buyer Group to serve you higher. Along with our Onboarding, Implementation, and Shopper 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 can assist you and your groups change into ActiveCampaign product consultants). 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 Might, we opened a hub in Costa Rica, which is buyer experience-focused. All workers are both accountable for buyer success or platform reliability and efficiency. By opening a hub right here slightly than headcount in our present hubs, we are able to attain extra clients throughout your working hours, thus bettering your expertise.
• Higher 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-about by our board. Which means you have got extra say in what the way forward for our platform seems 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 likely be delivered. AI continues to supply alternatives to automate extra effectively, and new content material technology options will likely be quickly delivered to enrich present AI options akin to predictive sending, predictive content material, and win likelihood.
• A brand new cell-based platform structure
  Shifting into a number of information facilities, the structure of ActiveCampaign has been utterly reimagined for improved consistency and reliability. We presently have clients dwell 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 situated near the place our clients are, wherever on this planet.
• Bettering our processing pace and capabilities
  For the reason that begin of 2023, now we have 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 instances. This isn’t the top state however slightly a step in the 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 purchasers have. We count on this expertise to translate into higher product experiences.
• Investing in our associate program with a product-led focus
  Our companions allow a good portion of our progress. We’re investing in constructing upon the “product” side of our associate applications. Bettering the technical capabilities of managing accounts, whether or not or not it’s fundamental 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 protecting everybody knowledgeable about any product modifications or trending points, and lastly, higher at anticipating how the enterprise modifications we make will influence every of you and your companies. 

Please attain out you probably have any questions or suggestions.

Thanks,

Jason