Marketo Support Launching New Phone System and Case Routing

[Kenneth_Law]

Hello Marketing Nation!

Marketo Support is excited to announce a change that we are deploying on Monday, November 5, 2018.  Marketo Support will be launching a brand new customer phone system with a new "Voice of Marketo Support."

There will be no changes to how you connect with Marketo Support.  All of our contact numbers and support email addresses remain the same and there should be no or very limited interruption in service while deploy our new services.

Some of the things you will notice with our new platform:

• New Phone IVR experience with a new engage voice from Marketo...exciting times call for a fresh voice to say "Thank you for calling Marketo Support..."

• Our phone system will now identify if you have an open case and are calling about the case and route your call and the case to the next available support engineer.....save you the trouble of reading off the case number.

• We will continue to offer a callback feature in the event you prefer to not wait in queue for a support engineer....we can ring you back for sure.

• A new online chat experience.....now with screenshare (in the community)!

There are numerous features that will greatly improve our services all running in the background....things like more dynamic skills based routing and better real-time metrics that allow us to adjust our focus to changing volumes and customer needs.  All elements that we will focus on to deliver to all of you the World-Class Customer Service you have come to expect from Marketo Support