Marketo Customer Care Rated Outstanding by TSIA for 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!
Mohan Achar VP, Customer Support 650-389-5102 | machar@marketo.com | marketo.com |
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