The #1 Reason To Leave Your Email Marketing Provider (It's Not What You Think)

11 Apr
The #1 Reason To Leave Your Email Marketing Provider (It's Not What You Think)

Your email marketing provider is basically the backbone of your communication strategy.

So when there are issues, the cost is high… and not just to your wallet.

If your email marketing tool falters, your employees get frustrated, your efficiency comes screeching to a halt, and your revenue is negatively impacted.

Plus, everyone feels helpless. So, what do you do?Well, the quick win here is just to reach out to support so they can help get things back up and running quickly.

But what happens when that channel is unreliable... and customer support is unresponsive?

You don't have time to wait hours or sometimes even days for someone to reach out and help.

What are you supposed to do when the support you rely on to keep your business in action leaves you hanging?

We’ve All Been There

When SaaS companies grow too fast, support stops being a priority… and the ones who suffer the most are the customers.

Tickets begin piling up, their ability to effectively respond diminishes, and fewer customers – like you – get their needs met.

At Sendlane, we’ve met countless business owners who’ve voiced complaints with big-name ESPs: MailChimp, ActiveCampaign, and Drip. These customers have metaphorically had the door slammed shut in their face at 5pm on a Friday.

They submit a ticket, but fail to hear back until the following week.

Or worse, they fail to have any luck with email or even live chat and reach out to their ESP via Twitter in the hopes of getting a solution to their problem.

And maybe you’re thinking… they shouldn’t necessarily expect SaaS companies to work around the clock for them.

But, honestly… they should.

You should.

As a paying customer, you deserve to be taken care of. And you deserve to have all the resources you need to be successful with your email marketing automation service.

Great Customer Support Is The Foundation For a Great Customer Experience

Did you know, that it takes 12 positive experiences to make up for 1 unresolved negative experience?

So when something goes wrong or when the answer is difficult to find, you shouldn’t be met with more struggles.

No one wants their inquiry to be sent to a black hole.

No one wants automated responses that completely fail to answer your actual question.

No one wants their business disrupted by bugs or complicated UI that requires troubleshooting.

You deserve the ability to reach out to a reliable source, get clarity on the issue, be given a solution, and have your expectations managed.

You want reassurance that you can keep doing business and making money – because your time is valuable. And as a customer, you deserve it!

You deserve real people and real customer support.

Why Sendlane Still Leads the Email Marketing Automation Industry in Customer Support

“Around-the-clock support is an important part of what we do. We make learning simple. Instead of having to scour through a bunch of documentation, you can have a conversation with real people and have an answer in minutes. On top of that, we get to connect with our users personally and better understand their needs.” ~Skye Aamodt, Head of Product Support at Sendlane.

The main goal of a product support team is customer success. Which takes a long-term view of the customer experience beyond a single touchpoint.

A good support team considers the outcomes the customer is able to achieve using the product.

Besides being available 24/7/365, Sendlane’s Product Support Specialists are driven by three core values:

1. Product Expertise in Marketing Automation

Our support team knows the solution because they know the product. They’re the experts on everything from basic email campaigns and deliverability to site tracking, automation funnels and integrations. They won’t refer to you an engineer, delay you a couple days to do some research, or run you in circles.

Our responses enable you to tackle your challenges quickly, so you can go back to focusing on your business.

2. Emotional Intelligence

We recognize you’re human and you deserve human interaction. We humanize the situation.

Troubleshooting a problem isn’t simply about having the knowledge or skills to fix that problem - we address the logistics and the emotional aftermath.

3. Listening

We listen. We ask questions. We make sure you don’t have to submit a second ticket to answer the same question. The #1 reason customers switch away from products and services is feeling unappreciated and unseen. Providing a solution means accurately diagnosing the problem and frustration you might have.

Sendlane offers the best customer experience in the email marketing automation industry.

We average a 3-minute response time, 24 hours a day, 365 days a year.

You can connect with product support experts around the clock, so you can get back to doing what you love: Making more sales and growing your business!


Power Your Marketing by Setting Foot On Solid Ground

As your business scales, so do we.

Even better – if your list size is greater than 10K, we’ll assign you your own Account Manager.

Sendlane’s product support is best-in-class, helping you troubleshoot, strategize, and leverage our campaign, tracking, and automation features to grow your revenue. We’re here for you, 24/7/365 as you navigate the different seasons of your business!

So, if you’re ready for world-class support that won’t leave you hanging, switch to Sendlane!

You’ll get 60 days to test drive the platform and our world-class support.

So stop settling.

Elevate your experience with Sendlane today!

Jimmy Kim

Founder and CEO

Share article link

Subscribe to our blog!

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

The 2021 eCommerce
Email Marketing Playbook Part 2

Maximize revenue & customer loyalty in 2021

Mastering Customer
Acquisition & Retention in 2021

Tuesday, July 20

Better features. Better support. Better customer experience.

Get all the same features you need with a more intuitive UI you’ll love. Experience the difference.

No More Guessing; Make Data-driven Decisions at a Glance

Ditch the clunky UI; send high-converting messages with unified email & SMS data under one roof.

Find Hidden Growth Opportunities in your Shopify Customers

Build a retention-first strategy with real-time analytics and multi-channel automation.

Turn sales into reviews & reviews into more sales. All for free.

Collect, manage and dynamically display unlimited reviews all within one snazzy dashboard (and at no additional cost).

Uncover What your Customers Really Want

Get all the same features you need with a more intuitive UI you’ll love. Experience the difference.

Create Winning Campaigns Faster with Personalized Email Marketing

Spend less time building emails & more time creating experiences that drive your store growth.

Unified Email & SMS Marketing for BigCommerce

Send hyper-targeted email & SMS marketing that generates revenue with an easy one-click integration.

Uncover What your Customers Really Want

Get all the same features you need with a more intuitive UI you’ll love. Experience the difference.

Everything Your Brand Needs to Achieve Greatness with SMS

Build lasting, authentic relationships and tap into multi-channel revenue with all-in-one email & sms marketing.

Drive significant ROI for your
online store

Your eCommerce power couple - Unite your email & SMS marketing under one roof with Sendlane.

The Ultimate Guide to Maximizing
CLTV for Digital Retailers

Keep your store cruising onward and upward with these seven strategies to increase CLTV.

The Big Book of eCommerce Email Funnels

Boost your customer LTV & ROI with these 10 proven automated funnel templates.

The Definitive Guide to Abandoned
Cart Emails for eCommerce

Perfect your abandoned cart email funnel and recover those lost sales on autopilot.

The Big Book of eCommerce Email Funnels

Boost your customer LTV & ROI with these 10 proven automated funnel templates.

Your 2021 Guide to eCommerce Holiday Marketing

9 tried and tested omnichannel marketing strategies to crush holiday sales

The Digital Retailer’s Email Copywriting Handbook

A Marketer's Guide to Writing Killer Email Copy That Sells.

The Future of eCommerce
in 2022

Omnichannel strategies to drive revenue plus trends to watch in 2022 and beyond

The Digital Retailer's Guide to Modern SMS/MMS Marketing

10 Best practices to convert more customers where and when they’re active most with text messaging.

Increase Revenue and Retention by Mastering the Digital Customer Experience

A step-by-step guide to mastering the customer experience and building a base of loyal, repeat buyers.

The BigCommerce Experience: Omnichannel Marketing Strategies for a Post-Cookie World

The Shopify Experience:
A Merchant & Marketer's Guide
to Scaling eCommerce Growth

Get started with your free
14-day test drive!

All our PRO level features at your fingertips.

Try for Free