Yay! Starting 2018 in style! First, I would like to thank our customers for the continued partnership and strong engagement. The feedback you provide in Case Surveys (I read every single comment) has been crucial in Marketo’s focus to deliver world-class service.
In 2017, we launched Chat Support, fine-tuned Premium service delivery, improved our communication channels, opened a new support location in Denver, and more. Our Premium customer satisfaction rating for 2017 was 93%, Case first-response SLA at 96%, and Case Update at 95%., And that’s with over 70,000 cases received! This high level of satisfaction was possible due our 100+ Marketo Certified experts working round the clock to deliver nothing short of world-class service to all of you, and I think of our TSIA Outstanding certification is a testament to our customer passion.
I will be the first to admit that improvements are still needed in the area of service delivery. Reflecting on 2017, we have documented lessons learned to implement process enhancements and are already putting these into practice.
In 2018, our support objective is to deliver “flawless Customer Service.” Yes -- flawless! We are expanding our customer support team with the focus to deliver personalized support. We are improving our workforce platform to increase live interactions through phone and chat. You will experience increased self-serve capabilities in our improved support portal, and our big focus this year will be to learn and implement preventive support model.
Thank you for a great 2017. I am excited to continue the journey with you all this year. On behalf of Marketo Support, we you a very happy and successful 2018!
Vice President, Customer Support