Hoping for better service and support. Outgrowing its own britches!
June 01, 2015
Hoping for better service and support. Outgrowing its own britches!
Score 4 out of 10
Vetted Review
Verified User
Software Version
Select
Modules Used
- Marketo Lead Management
- Marketo Sales Insight
Overall Satisfaction with Marketo
While I find the tool set awesome, with many hooks and partners able to integrate easily, I find that the service and support is severely lacking. Having been on the platform almost a year, until the last quarter, we had no idea that with Premier Support we were supposed to be having monthly (or more frequent) calls with our account rep, quarterly mentoring and an optimization session with our support engineer and more. My honest opinion is that the company has grown too quickly without properly filling in the service and support teams to keep clients happy and the infrastructure from collapsing. I've been trying to get better and dedicated service for our team, as well as retroactive support since we have not received what has already been paid for. Hoping things improve!
- Tracking individual user activity
- Allowing insights and the ability to score based on particular activities
- Better than "batch and blast" capabilities
- Service
- Support
- Mentoring sessions
- Using phones to communicate rather than the portal
- Having dedicated account people for support and service
- Not having the dedicated specialists tied up for the first half of their day on answering phone calls for support centers
- Hasn't been proven to provide ROI
- Helped CTR, but not much else
- Not guided enough through the process, left to self-help
250,000 to 1 million