Each and every one of you—our customers and partners—play a vital role in the success of ActiveCampaign. For this, on behalf of our whole ActiveCampaign team, I want to say thank you.
Over the past few years, ActiveCampaign has added over 100,000 new customers and has grown all aspects of the business at an accelerated pace, including:
- Scaling our team from 20 employees in 2016 to over 900 today
- Growing our hubs from one in Chicago to six hubs throughout the world, in addition to our remote team members
- Building upon our international momentum with customers growing in 180 countries and expanding our localized language support
- Delivering over 250 billion customer experiences on behalf of our customers
- Improving our platform processing performance (by over 10x)
- Aggressively growing our app ecosystem to over 900 apps and integrations
- Bringing new marketing and sales capabilities to market, including the new ActiveCampaign AI
- Investing in the next-generation foundation of the ActiveCampaign platform
This journey has been, and continues to be, very exciting. However, it is also important to acknowledge that our rapid pace of growth has had some consequences that have adversely impacted many of you.
Our customer experience of late hasn’t been up to our own standards, nor has it been the consistent type of experience we must provide. We have also made several organizational changes and moved quickly on platform rollouts without affording you, our customers and partners, the time to fully absorb the scope of the changes. This has resulted in increased volume for our support team and response times that are far longer than you should expect or deserve. Timely responses to your chat and ticket inquiries should be the expectation, and I assure you that this is our highest priority, and you will see improvement.
We are moving swiftly to dramatically improve your customer experience while massively improving product performance and reliability. You use ActiveCampaign products because you expect and deserve the best. We will meet your expectations. How?
Customer experience initiatives and investments underway:
Platform initiatives and investments underway:
Our commitment to you is that we will strive to do better—better at responding to your platform questions, better at seeking and implementing your feedback, better at keeping everyone informed about any product changes or trending issues, and lastly, better at anticipating how the business changes we make will impact each of you and your businesses.
Thanks,
Jason
