A Message to our Prospects and Companions

Each one among you—our prospects and companions—play an important position within the success of ActiveCampaign. For this, on behalf of our complete ActiveCampaign crew, I wish to say thanks.

Over the previous few years, ActiveCampaign has added over 100,000 new prospects and has grown all points of the enterprise at an accelerated tempo, together with:

• Scaling our crew from 20 workers in 2016 to over 900 right this moment
• Rising our hubs from one in Chicago to 6 hubs all through the world, along with our distant crew members
• Constructing upon our worldwide momentum with prospects rising in 180 international locations and increasing our localized language help
• Delivering over 250 billion buyer experiences on behalf of our prospects
• 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 progress has had some penalties which have adversely impacted lots of you.  

Our buyer expertise of late hasn’t been as much as our personal requirements, nor has it been the constant sort of expertise we should present. We now have additionally made a number of organizational adjustments and moved rapidly on platform rollouts with out affording you, our prospects and companions, the time to completely take in the scope of the adjustments. This has resulted in elevated quantity for our help crew 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 needs to 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 enhancing 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 Help, to deal with our backlog of help tickets and enhance response occasions. Since making this transfer, now we have decreased our common response time by 95%. We’re dedicated to decreasing this even additional.
• Introducing new channels of serving to prospects 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 rapidly as attainable, and enable you to evolve your information of ActiveCampaign and turn out to be extra refined in rising your enterprise.
• Designing a brand new method to serving prospects
  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 crew of Buyer Expertise Specialists (your major contact for all issues ActiveCampaign) and a International Enablement Group (that can assist you and your groups turn out to be 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 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 quite than headcount in our present hubs, we are able to attain extra prospects throughout your working hours, thus enhancing 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. Which means you’ve gotten extra say in what the way forward for our platform appears to be like 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 throughout the subsequent few months, a brand new e-mail design workflow will probably be delivered. AI continues to supply alternatives to automate extra effectively, and new content material technology options will probably be quickly delivered to enrich present AI options resembling 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 prospects dwell in an EU knowledge middle and can open an APAC knowledge middle within the second half of 2023. The brand new cell-based structure will permit knowledge facilities to be positioned near the place our prospects are, anyplace on this planet.
• Bettering our processing velocity and capabilities
  Because the 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 velocity and stability of segmentation in latest months, alongside improved platform load occasions. This isn’t the tip state however quite a step in the direction of continued enhancements to allow higher scale, efficiency, velocity, and reliability.
• A higher funding in high quality
  Along with enhancing help responsiveness, product managers and engineers are getting nearer to our prospects 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 accomplice 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 accomplice 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’ll try to do higher—higher at responding to your platform questions, higher at looking for and implementing your suggestions, higher at preserving 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 in case you have any questions or suggestions.

Thanks,

Jason