Great Email Customer Support from Campaign Monitor

October 23, 2008

As a thank you to companies that go above and beyond the call of duty in customer support, we like to give them a shout out on our blog.  Previously, we highlighted Wufoo's personalized thank you cards.  Now, another company has joined their ranks as customer service rock-stars. Campaign Monitor majorly helped us out the other day when we were blasting out an email for one of our clients.

We've always been a big fan of Campaign Monitor and their email marketing product; we previously included them in our list of tools we use to build successful websites.  The other day, I was having trouble importing a list of contacts for the client, even though I was pretty sure that I had formatted it correctly.  I emailed the support team at Campaign Monitor, expecting to get some generalist advice on how to format and try again.  Instead, I got an extremely friendly email and a completely reformatted list.  That's right, their friendly customer service rep, Diana Potter, actually went into my CSV file, did some reformating and sent it back to me along with this note:

"After switching that the file was still having problems, I think that's due to the handful of names with first and last comma separated and such. I went ahead and cleaned up your files, removing the names with associated email addresses, and converted it to a .csv file. It should import fine now but let me know if you're still having any problems."

How awesome! She saved me the time of having to figure out the error and reformat the list, and it allowed our client's e-mail blast to get out on time.  There was no extra charge at all, they just wanted to make sure they got it fixed; maybe I was so happy because this philosophy reminds me of our no hourly fee approach to customer service.  No matter what the reason, it made my day and I just had to thank them in a public way.  Anyone else have stories of companies going above and beyond the call of duty to keep you happy and your business rolling along?


 Mathew Patterson's avatar
Mathew Patterson

Thanks for the shout out Clay - Diana rocks doesn't she! You are not the only customer she has impressed, we're lucky to have her.\r\n\r\nWe're glad you have had a great experience with Campaign Monitor, and we look forward to seeing more of your email campaigns in the future.

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