I’m afraid to say I’m not quite as far in the newsletter changeover as I’d hoped to be by this point. In part because of some animal health issues that kept us away from home at high stress levels for the better part of last week, but also because of some miscommunications.
Not that I don’t have anything to report, however.
I mentioned last week that I am making the move from trusted MailChimp to the fancier dancier ActiveCampaign. So far I have nothing bad to say about the service, but that’s mostly because I haven’t really played with it yet.
For the customer service… I’m on the fence.
Mostly, I’m blown away by how on top of things they are. I signed up for the free trial so that I could get my account set up and everything ready before migrating everyone over from MailChimp. Within two days, I was receiving calls from ActiveCampaign looking to introduce me to their service, see if I had any questions, and to set me up with a longer phone call to go over the different features that would best suit my business.
I’d never encountered anything like that before and was super impressed! I looked forward to the longer chat, which involves some screenshare time so I could get a crash course in how to best use the service.
So I book the time, and that night, 6:15, I postpone dinner so I can be at my computer in time for the call.
Now, for the intro call, the phone rang within 30 seconds of the clock rolling over to our arranged time.
This time… 6:20 rolls around…. 6:30…. 6:45.
After forty-five minutes of waiting, I send off an email to follow up and make sure we’re all on the same page about the time of the call. A few minutes later, I receive a reply telling me they had tried the number on file, but it had just kept ringing without anyone answering.
Now, I had my phone right beside me. I’d made sure the volume was up, and there was no one on the line. Also, I was confused about why no one followed up with an email when the call didn’t go through, even if it was a “sorry we missed you!” message.
We tried to arrange another time for the call, but nothing has worked with our schedules, so I’m just going to start with a few links they sent me to try to work it out on my own.
So overall… kind of a wash as far as customer service goes (likely, like with anywhere, it’s just a matter of who you get), but I’m still really excited to try out all the different features and see how this can up my game! That is a big part of my goal for this weekend, so I should have at least a few more updates for you by then.