A Message to our Prospects and Companions

Every one in every of you—our prospects and companions—play a significant position within the success of ActiveCampaign. For this, on behalf of our complete ActiveCampaign workforce, I wish to say thanks.

Over the previous few years, ActiveCampaign has added over 100,000 new prospects and has grown all features of the enterprise at an accelerated tempo, together with:

• Scaling our workforce from 20 staff in 2016 to over 900 at present
• Rising our hubs from one in Chicago to 6 hubs all through the world, along with our distant workforce members
• Constructing upon our worldwide momentum with prospects rising in 180 nations and increasing our localized language assist
• Delivering over 250 billion buyer experiences on behalf of our prospects
• Bettering our platform processing efficiency (by over 10x)
• Aggressively rising our app ecosystem to over 900 apps and integrations
• Bringing new advertising and gross sales capabilities to market, together with the brand new ActiveCampaign AI
• Investing within the next-generation basis of the ActiveCampaign platform 

This journey has been, and continues to be, very thrilling. Nonetheless, it’s also vital to acknowledge that our speedy tempo of development has had some penalties which have adversely impacted lots of you.  

Our buyer expertise of late hasn’t been as much as our personal requirements, nor has it been the constant sort of expertise we should present. We’ve got additionally made a number of organizational modifications and moved rapidly on platform rollouts with out affording you, our prospects and companions, the time to completely take in the scope of the modifications. This has resulted in elevated quantity for our assist workforce and response instances which might be far longer than it’s best to count on or deserve. Well timed responses to your chat and ticket inquiries must be the expectation, and I guarantee you that that is our highest precedence, and you will notice enchancment.  

We’re shifting swiftly to dramatically enhance your buyer expertise whereas massively enhancing product efficiency and reliability. You employ ActiveCampaign merchandise since you count on and deserve the perfect. We’ll meet your expectations. How?

Buyer expertise initiatives and investments underway:

• Bettering our responsiveness
  We’ve got rallied over 500 of our staff throughout the group, not simply these in Assist, to deal with our backlog of assist tickets and enhance response instances. Since making this transfer, we’ve decreased our common response time by 95%. We’re dedicated to lowering this even additional.
• Introducing new channels of serving to prospects in-app with display screen sharing
  We’ll proceed so as to add further channels to make sure which you can attain us in any method handy to you. Operationally, our focus will shift to making sure that we reply in a well timed method each time, resolve your questions as rapidly as doable, and provide help to evolve your information of ActiveCampaign and change into extra subtle in rising your corporation.
• Designing a brand new method to serving prospects
  We’ve got restructured our Buyer Group to serve you higher. Along with our Onboarding, Implementation, and Shopper Success groups, two new groups will spherical out the client group—a workforce of Buyer Expertise Specialists (your main contact for all issues ActiveCampaign) and a International Enablement Group (that can assist you and your groups change into ActiveCampaign product consultants). This cleaner method will simplify the way you get solutions to all of your ActiveCampaign questions.
• Launching a brand new hub in San Jose, Costa Rica to increase hours of assist
  In Might, we opened a hub in Costa Rica, which is buyer experience-focused. All staff are both liable for buyer success or platform reliability and efficiency. By opening a hub right here relatively than headcount in our present hubs, we will attain extra prospects throughout your working hours, thus enhancing your expertise.
• Higher integration of companions and advisors into our product groups
  We activated a Buyer Advisory Board to assist us form our future product technique and have prioritization and advise us on any market-related modifications being thought-about by our board. Which means you have got extra say in what the way forward for our platform seems to be like.

Platform initiatives and investments underway:

• Investing within the core of our platform & innovation
  Over the previous six months, a brand new e-mail designer was launched, and inside the subsequent few months, a brand new e-mail design workflow might be delivered. AI continues to supply alternatives to automate extra effectively, and new content material technology options might be quickly delivered to enhance present AI options equivalent to predictive sending, predictive content material, and win chance.
• A brand new cell-based platform structure
  Shifting into a number of information facilities, the structure of ActiveCampaign has been fully reimagined for improved consistency and reliability. We at present have prospects dwell in an EU information heart and can open an APAC information heart within the second half of 2023. The brand new cell-based structure will permit information facilities to be positioned near the place our prospects are, anyplace on the earth.
• Bettering our processing velocity and capabilities
  Because the begin of 2023, we’ve been rolling out a brand new processing infrastructure, leading to 10x positive aspects in efficiency and reliability of processing of campaigns and automations. That is an over 80% enchancment in velocity and stability of segmentation in current months, alongside improved platform load instances. This isn’t the top state however relatively a step in the direction of continued enhancements to allow better scale, efficiency, velocity, and reliability.
• A better funding in high quality
  Along with enhancing assist responsiveness, product managers and engineers are getting nearer to our prospects and are rotating into assist, giving them first-hand information and expertise in fixing the questions that our shoppers have. We count on this expertise to translate into higher product experiences.
• Investing in our accomplice program with a product-led focus
  Our companions allow a good portion of our development. We’re investing in constructing upon the “product” side of our accomplice packages. Bettering the technical capabilities of managing accounts, whether or not it’s primary account administration or impacting change throughout teams of accounts directly.

Our dedication to you is that we are going to try to do higher—higher at responding to your platform questions, higher at searching for and implementing your suggestions, higher at conserving everybody knowledgeable about any product modifications or trending points, and lastly, higher at anticipating how the enterprise modifications we make will influence every of you and your companies. 

Please attain out when you have any questions or suggestions.

Thanks,

Jason