Blog

You Deserve Better Customer Support

Sep 20, 2021
Jeff Haws

With so many of the big marketing cloud vendors, it’s almost a joke among their clients that they can’t expect to get much in the way of customer support. They’re so big and ungainly that it’s impossible for them to devote the resources they would need in order to adequately serve their clients. Even if they decided tomorrow to really make it a priority, they wouldn’t be able to put a team together quickly enough to catch up with the needs

At MessageGears, though, we made it a priority from the very beginning, and we’ve been able to scale up our customer service team alongside our client growth so that we can continue to offer 24/7 white-glove support to them all.

Abstractly, you may understand that not having that sort of support can be detrimental, but let’s get more specific. Here are just a few examples of times when poor customer support leads to poor — and sometimes disastrous — outcomes.

You need help getting up and running

Transitioning to a new marketing platform can seem like a challenging endeavor, taking up various amounts of time and manpower for your team to complete. Differences between platforms can mean there’s not only difficulties with setting up new connections and translating languages, but also with a learning curve for using the platform itself.

With many of these large platforms, if you need anything beyond the most cursory assistance with this process, you’ll spend a lot of time waiting just for short phone calls or emails that often hit dead ends. This can greatly slow down the migration process and is part of the reason it can sometimes take years for them to fully onboard you

But with MessageGears, we provide whatever level of assistance you need to ensure you’re successful with your transition. We have the shortest migration times in the industry for a reason — not only is our platform simple to install and easy to use, but we consider this a partnership wherein our success is defined by yours.

Onboarding new team members

Even if your entire team is well versed on the intricacies of your current platform, you have to be prepared to regularly onboard new team members and get them up to speed as fast as possible. Every week it takes them to feel comfortable with your platform is another week you’re crawling when you expect to run.

In some cases, you may have the internal resources to devote to teaching the new team member all about the platform and ensuring they feel supported every step of the way. That isn’t always easy, though. You’d likely have to pull someone off their normal daily work — maybe even a big project — to assist in getting someone else acclimated. But if you can’t count on support from the vendor, that’s going to be your only choice. It’ll be painful and likely not as good as it would with expert guidance.

At MessageGears, we want to make sure everyone on your team is an expert on our platform, and our consistent support is a big part of making sure you have what you need to make that happen.

Showstoppers heading into an important campaign

This is where things can really blow up without support. Emails stop sending, data feeds break, systems go down … when you’re with one of the big remote ESPs, these sorts of showstopping issues aren’t at all uncommon. When they happen, everything can grind to a halt.

And if you’re sending out an important campaign, these sorts of catastrophic problems can cost your company millions in revenue. Ever try to put in a ticket with Salesforce at 11 p.m.? There’s no prayer of it being answered for hours, no matter how urgent or how much you’ve paid to move up their queue.

Not only does our direct data connection mean these sorts of issues rarely if ever happen with MessageGears, but we also offer direct, personal customer support at all times of the day and night if emergencies arise. In this case, it’s insurance you probably won’t need. But if you do, you can be assured that it’s there for you no matter when it happens. Because we know how crucial it is for you to get your campaigns out on time, and to have an expert there to get out in front of any problems every single time.

Takeaways

You may think your team can handle pretty much everything yourselves, or just with sporadic help from your vendors. But be sure to consider how much that work and waiting is costing you, and how much confidence it could give you to know a customer support team has your back no matter what. If you’d like to learn more about how MessageGears’ team can help yours do its job even better, reach out and schedule a call today.

About the Author

Jeff Haws

As MessageGears’ Senior Marketing Manager, Jeff is focused on producing engaging and thoughtful content that resonates with enterprise marketers, helping them to better understand how MessageGears makes their jobs easier. He’s passionate about understanding the way data impacts messaging, and he’s also hopelessly obsessed with baseball.

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