Weekend Support Hours - Coming Nov 4th.
New Features - Tom Kulzer (AWeber CEO) - October 12th, 2006 - PermalinkBeginning Saturday November 4th, 2006 we will be extending support to Saturdays 9-5 ET in addition to our already standard 7-7 ET Mon-Fri support.
With continued growth, comes continued improvement in services. About 4 months ago we extended support hours from 9-5 ET to 7-7 ET Mon-Fri with great fan fare from customers like yourself. Now we’ll be here on the weekend to help you when you might be working overtime or from home during non traditional business hours.
I’d like to take a moment and publicly thank our entire support team for the hard work that they do day in and day out. They are some of the many friendly, smiling faces behind the scenes that make the AWeber wheels turn smoothly. I greatly appreciate the hard work they do and from the comments we receive daily so do many customers like you. Just a few of the ones we’ve received this month:
“Thank you so much for letting me know how much support is there in case I need it!”
“It’s rare to find a company that is so concerned for it’s customers…….I applaud you & AWeber!”
“It’s the little things that make a difference, and again, thanks, for taking the time to set yourself apart from the crowd.”
“I send my praise to Aweber for resurrecting competent, live customer service.”
“With the attention I’ve received so far, however, I’m sure when I need help I’ll get it.”
“Here’s what makes this company a stand out for me: people. Yes, real people answer the phones.”
A glimpse behind the scenes at part of the AWeber team. First we have Tracey (back to camera), Justin (head in front of Tracey), Steve (next to map), Jeff (right).
Next we have Marc (foreground), Ryan (in front of Marc), Jeff (behind Ryan), Paul (in front of Jeff and Steve), Steve (right), Shaneka (far right), and last but certainly not least Jason (far back under clocks).
Finally we have Sean Cohen our Director of Client Services & Development working with Paul on a detailed customer problem.
Next week I would like to introduce you to our excellent team of developers and give a bit of insight on things we’ve been working on behind the scenes and things to come in the near future.
Good or bad, I’d love to hear your feedback on what we’re doing right and how we can continue to improve and help you better. I look forward to learning from your experiences in the comments below.
This entry was posted on Thursday, October 12th, 2006 at 3:23 pm and is filed under New Features. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a comment response, trackback from your own site, or permalink.
October 12th, 2006 at 5:43 pm
Hi,
I’ve had occasion to use your Live Chat several times. (I’m sure your staff recognizes my name.:-) Each time I’ve been met with a courteous and knowledgeable professional who has helped me solve the problem I was facing. Knowing that customers will receive live help and immediate help is one of the greatest features AWeber offers. I salute your entire team!
October 17th, 2006 at 1:09 pm
Hi,
Being new to all this after years of running a direct marketing business through the postal service in the UK I have had to use the live-chat numerous times and possibly with very basic questions, but, I have always received excellent service and never had to go away with only half an answer, THANK YOU team
October 17th, 2006 at 1:10 pm
Aweber Team
Congrats on a great service and for add new support on the weekend.
Nice to watch a company grow with it’s success
October 17th, 2006 at 1:11 pm
Glad to see support being extended to Saturdays. Seems most problems with any network occurs on the weekends. Glad I’m not the only one thats works on weekends too. Welcome to the club.
October 17th, 2006 at 1:12 pm
Excellent! Two days is a long time to wait when your clients are waiting. Thanks for this commitment to us, your clients.
October 17th, 2006 at 1:16 pm
Looking like a well organised setup, I wish i had enough reason for 2 monitors but can’t think of one, i only need an excuse and ill get another :p
How about a group shot or are they all camera shy?
October 17th, 2006 at 1:18 pm
Just wanted to let you know that I’m extremely grateful for your service. Aweber is allowing me to helping so many more people with their health than I ever have through my clinic.
Many thanks to everyone at Aweber.
October 17th, 2006 at 1:18 pm
Rob,
Just really hard working.
It’s actually extremely hard to get the whole team in the room at the same time.
October 17th, 2006 at 1:22 pm
Woohoo! Weekend support! That’s Awesome!
October 17th, 2006 at 1:30 pm
I hate to say this guys - you are NOT the typical high-tech company. Actually, wait a minute - I’m HAPPY to say you’re not the typical high-tech company.
You’ve got real old-fashioned customer service principles, and all from such youngsters as well, judging by the photos. C’mon - be honest - you got your kids to stand in for you for the photo shoot didn’t you?
Seriously, I’ve been impressed with your service and support from Day 1. (And I had tried others before). I know I don’t use a fraction of the fantastic products and service you provide, but that doesn’t stop me telling everyone, who ever even hints they need an autoresponder service, all about you.
Keep up the good work - brilliant!
October 17th, 2006 at 1:30 pm
I am just a small entity, but love how aWeber gives my company a big-time feel. Recently, while participating in an online promotion, I was asked what method I used for response. When I said "aWeber" I was immediately treated with respect. Thanks for all you do. I always recommend you highly to all my clients.
October 17th, 2006 at 1:32 pm
I like it a lot.
You are more trusting after seeing your pictures.
October 17th, 2006 at 1:37 pm
Thanks for extending the hours. As an independent consultant, work happens on Saturday too! Keep up the great service, it is appreciated.
October 17th, 2006 at 1:44 pm
Hey Guys,
Great to hear that you are extending support hours… but then again, your service is so easy to use, memebers of your Saturday support team are going to feel like Maytag repairmen (and women).
Keep up the good work!
October 17th, 2006 at 2:09 pm
I’m so glad to hear about the extended hours. I know it means longer hours for your team, but to know that there will be someone there in case I run into trouble on the weekend will be WONDERFUL! You guys do great work…KEEP IT UP!!
October 17th, 2006 at 2:12 pm
Whoo-hoo, I am looking forward to weekend support. That’s when I can really spend time on my website so thanks for adding it. Now, who can help me with pop-up forms using Go Daddy’s Website Tonight website builder? I know how to use their product, but the AWeber pop-up form doesn’t work.
October 17th, 2006 at 2:18 pm
Cherisse,
Marc will be contacting you shortly from the support team. If you’re ever having issues it’s best to contact the support team directly instead of just posting in a comment on the blog.
October 17th, 2006 at 2:19 pm
I’m a "newbie" customer and I continue to be impressed and amazed at your level of support and customer service. Other organizations need to learn from you. Your product is awesome and easy to use and your support is outstanding. No one else makes phone calls to see how I’m doing - you do and I really appreciate that.
In a world where customer service is waning or non-existent, it’s refreshing to be a part of the AWeber family.
October 17th, 2006 at 2:39 pm
This is great news. When I call, I usually get Marc on the phone. He is helpful, articulate, patient and precise (as I am sure, is everyone on the team). I consider myself to be pretty demanding when it comes to customer support, but your team is flawless, and more support equals better service. I am glad to be a customer with aweber.
October 17th, 2006 at 3:17 pm
So good to hear you’ll be open on the weekends. I have had nothing but excellent service when I’ve had questions. I currently use your service for one client and have another client who just signed up so I get to do a lot with you. Since I frequently work over the weekends, this is very exciting for me.
Thanks
October 17th, 2006 at 3:37 pm
What great news! Your customer service is already impeccable, and now you’ll be that much more accessable. Saturday support rocks!
Thank you all.
October 17th, 2006 at 6:25 pm
As a matter of fact, I tried to get some answers this past weekend but, of course, there was no one answering. The more support we can have the better. Thank you.
October 17th, 2006 at 7:18 pm
Hello folks,
Thanks for opening up the service on Saturdays! That’s great for me to hear, as I spend a good portion of time most Saturdays working. It’s nice to know that there will be someone available to help if required.
And, it has been required on several occasions. I’ve spoken to several members of the team, and the experience has always been positive. Keep up the great work. Thanks to all of you!
October 17th, 2006 at 8:59 pm
Thanks guys,
we are based in Bangkok and we have only a very short window of time to work with your support. like late at night for us when you guys wake up…
having some coverage on Saturday will certainly make our life easier as we often need to marketing on weekends
October 17th, 2006 at 9:01 pm
Hi all at Aweber
We have found Aweber to be a great product, very user friendly and the value for money it provides to our business is second to none.
On occasions that we have needed support either via email or live chat it has always been well provided and to the point. It’s so nice when you get support teams who actually know what they’re doing, unlike some companies.
Keep up the good work!
October 17th, 2006 at 11:40 pm
Thanx for the great support. I always recommend others to use Aweber service since I subscribed with the service almost a year ago.
October 18th, 2006 at 6:22 am
I’m relatively new to the AWEBER system and have recently had to use the support team.
All I can say is they are first rate,
Fast response, great information.
Now that you are offering weekend assistance I would feel very comfortable recommending Aweber to my associates within the corporate
environment.
Keep up the great work you do
October 18th, 2006 at 9:01 am
I am a new PC user and any problems that I have had with setting up my autoresponder I relied on Aweber to guide me through them. I am so grateful to have the kind of support that I get from Aweber.
October 18th, 2006 at 10:58 am
I’ve been impressed with your customer support from day one. The best thing about it is that no question is too simple. You do a great job explaining to non-technical people what to do and how easy it is. Your attitude has given me confidence to learn more.
Thanks!
October 18th, 2006 at 10:58 am
Hi guys
I am in the process of transferring to you from another provider who I’ve become disillusioned with, and I’ve got to say the service you offer is far superior, and I wouldn’t hesitate to recommend you as the first port of call. The difference is that you offer excellent support, you’re very easily contactable via different methods, and you strive to constantly improve your offering. I first came across you some years ago, and you have grown leaps and bounds since then, with huge increases in the value you offer your customers. Good work, and keep it up!
October 18th, 2006 at 2:34 pm
Thanks for extending the hours. This will be of help to me as I have more time on the weekends to learn this system.
October 18th, 2006 at 8:17 pm
I am excited to hear that Aweber continues to grow and prosper, congratulations! And thak you for extending the support times, that will help many people. I’m so glad you shared your photos, it’s great to put faces to the names of many of your wonderful staff that I’ve communicated with over the years!
October 23rd, 2006 at 10:57 pm
I used your assistance already many times. Thanks for your help. The weekend service is a big addition to the support you offer your customers.
October 26th, 2006 at 7:17 pm
I wanted to say I have not got set up yet but am on my way.
I like the feel of your site, the clear video, and the peep inside your offices, and your new extended hours.
It sounds as if you are moving forward yet I heardabout your company 4-5 years ago, or more?
I was getting no-where then I got help from honest guy Steven Wagenheim to change to Lonex hosting, who have good support.
What really got me subscribed is Dave’s Cool Site’s. I have bought quite a few now. You see they are really easy to use and administeer and they are using your autoresponder as an option. I felt I did not want to pay monthly for one site but now I have more sites coming it makes sense.
I liked the idea of buying my own autoresponder until I read the problems of being offline like I am, and it takes up computer memory.
So perhaps if I had understood the problems with that I might have joined earlier.
October 28th, 2006 at 2:50 pm
To You All!
In my limited experience with the internet and working on my first
website - from the first time I contacted you with a question
until now - you service deserves extraordinary praise…thank you.