How Your Feedback Shapes the Future of AWeber
For the fourth year in a row, AWeber has been recognized for excellence in customer service. Find out how we keep innovating our team and product based off your feedback!
By Brandon Olson March 21, 2019
At AWeber, we’re committed to providing you with remarkable experiences all day, every day.
You can contact us 24 hours a day, 7 days a week at our Pennsylvania headquarters. Our email experts are always ready to offer you technical advice (like how to use features inside your account) and strategical advice (like how to launch a successful automated email campaign).
It’s because of this commitment to creating remarkable customer experiences that, for the fourth straight year, AWeber has been recognized for exceptional customer service by both the annual Stevie Awards and National Customer Service Association. No other email service provider can say that!
“I am super proud of our amazing team,” said Chris Henrich, director of Customer Solutions at AWeber. “These awards serve as well-deserved recognition of our entire AWeber team’s continued focus on both refining and enhancing an already exceptional customer experience.”
We took home two Stevie® Awards for Customer Service
The Stevie Awards are like the Oscars of the customer service industry. They recognize the best of the best in customer service across a variety of industries and company sizes.
This year, our Customer Solutions team received not one, but two awards at the 2019 Stevie Awards for Sales & Customer Service. AWeber received a Silver Stevie Award for Customer Service Department of the Year, as well as a Bronze Stevie Award for Contact Center of the Year.
On top of that, AWeber was named runner-up in People’s Choice Stevie Award for Customer Service Department of the Year. (If you voted for us, high five ✋ and thank you!)
We were runner up for NCSA All-Stars Award
The All-Stars Award recognizes the top customer service individuals, teams, and organizations across the United States. Nominees had to meet strict criteria, including delivering consistent excellent service, going above and beyond normal job duties, and adhering daily to their organization’s mission and values.
AWeber was named runner-up for the National Customer Service Association’s 2019 All-Stars Award.
How we’re creating even more remarkable experiences using feedback from our customers
Each year, AWeber strives to make an even bigger impact with our customers, and 2018 was no different. We pushed ourselves to innovate the way we serve our customers in a variety of ways.
We’ve always used customer feedback to help shape our product and service. However, last year, we made some changes to how we collect, analyze, and communicate feedback across our teams.
- First, our Customer Solutions team actively monitors the results of our quarterly customer surveys, allowing them to quickly follow up with customers who love our platform, have questions, or need additional support. Because of this, our customers know that we are committed to providing them with the tools they need to be successful.
- Second, we launched a new “feature request” process that enables our Customer Solutions team to easily collect feedback from our customers about new tools they want to see inside our product. This feedback influences new product releases.
- Third, our Customer Solutions team has a hand in developing AWeber. Last year, members of our Customer Solutions team began working more closely with our product team. They began attending product meetings regularly, taking customers’ feedback straight to the people building and refining our product offering. By doing this, communication around product development and customer sentiment has never been more efficient or effective. Every product update and new feature is thoroughly tested by the Customer Solutions team before we send it to our customers.
These changes had a meaningful impact on several releases last year:
We made a bunch of improvements to Campaigns
On top of the huge addition of click automations to Campaigns, we made many meaningful improvements to the Campaigns to improve our customers’ experience building automated emails. And the Customer Solutions team was a big part of these improvements, bringing greater awareness of the needs of our customers to the entire AWeber team.
For example, customers wanted to see what Campaigns would get triggered when a tag was applied using a click automation. Our Customer Solutions team was key in identifying that need and helping us prioritize that.
We made massive improvements to our Drag and Drop Email Builder
We asked our customers what they needed from our email builder, and we released several awesome updates, including the ability to easily customize preheader text, a new row element to quickly group and move content around in the editor, and new email layout templates.
Customers saw huge benefits in the new Drag and Drop Email Builder improvements:
“I like [the new editor]! 😉 Pretty smooth graphically, and the preheader is the MONEY Bonus! Nicely done ya’ll! This is great, solid improvement.”
– AWeber customer for 2 years
We launched new and improved split testing functionality
We rebuilt our split testing tool to help you send high-performing, effective emails. And our customers are thrilled with the new split testing functionality:
“[Split testing] exceeds my expectation. I was expecting A/B testing, but to have the ability to do A/B/C [testing]; just to have that extra variable, it makes a big difference.”
– AWeber customer for 12 years
We introduced 24/7 customer support
Based primarily on customer feedback (and because we have customers in 196 countries around the world!), we introduced 24/7 customer support. We did this without outsourcing or establishing a satellite office. This allowed us to preserve our award-winning culture and customer support.
Going 24/7 enables our customers to get as close to real-time solutions as possible. These additional support hours allow us to foster better relationships with our customers.
We took a fresh, innovative approach last year to the way in which we support our customers. And we’ve got some great things planned in 2019 to continue that positive momentum.
Creating remarkable experiences is at the core of what we do at AWeber. For us, it’s not just another quote to put on a wall. It’s our way of life.
Each customer interaction is an opportunity for a unique experience and we make sure each is personable, positive, and memorable.