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2018

Marketo Customer Care Rated Outstanding by TSIA for third consecutive year!

 

Marketo® Customer Care ’Rated Outstanding’ by the Technology Services Industry Association for the third consecutive year!

 

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 Survey (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 crisis 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%, Case Update at 95% and over 70000 cases received. This high level of satisfaction rate was possible due our 100+ Marketo Certified experts working round the clock to deliver nothing short of world class service. TSIA Rated 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, and reflecting on 2017, we have documented lessons learned to implement process enhancements.

 

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 to journey with you all this year and On behalf of Marketo Support, Wish you all a Happy New Year!

 

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Mohan Achar

VP, Customer Support

650-389-5102 | machar@marketo.com | marketo.com


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Hello Wonderful Purple People!


We've made some long awaited changes as well as some enhancements that we think will make our case submission form even more productive.  This is just the first step for a slew of amazing enhancements that are planned for Marketo Support and the Support Portal in 2018!

 

#1.  Select an Instance - If you have multiple instances or even sandboxes and you want to submit a case for one of them, in the past you would have to write that into the description of the case, now you can select the instance that appears under your account.

 

#2.  Attach a file to the Case - You've asked for it and now you have it.  You can finally attach a file when you first create the case.  We hate that you've waited so long for this, but we are glad that it is finally here for you to use.

 

#3.  Save and Cancel Buttons - We received feedback that our placement of the Save button and the Cancel button were in odd placements and should be reversed.  As requested, they've pivoted.

 

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#4.  Case Update Box - To better set expectations on when you should expect to see an update on your case, we have added a Next Update Due Box at the top right of your Case Detail Page.

 

#5.  Assigned Support Engineer - We are committed to your success, so we think it is important that you know who from our team is working on your support case at all times.  Once your case has been assigned your case detail page will show which of our skilled support engineers will be working to resolve your issue.

 

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#6.  Recent Cases - We are introducing two new Case Views for you.  My Recent Cases will show you a view of your 5 most recently opened and closed cases within the last 30 days and All Company Recent will show the same, but the 5 recently opened and closed cases on the Account.

 

#7.  Consolidated Recent Case View - We wanted to give you a simplified view of your recent open and closed cases.  So My Recent Case view will be the default case listing when you visit the My Cases page.

 

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Since 7 is a lucky number, I think we'll stop there with this post.  This is just the beginning for a year that is going to be filled with improvements and enhancements that are all targeted at making each of your interactions with our Support Team productive and memorable.

 

Thank you all and looking forward to communicating with all of you throughout 2018.


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