Our platform begins & ends with the long-term relationships we build with our partners and their advocates.
Every organization is unique. Their needs, the nuances of their issues, everything down to their preferred font type on their landing pages – no two entities are alike.
However, there is one pain point that serves as the great equalizer across companies (or agencies or associations or non-profits) coming to us for help with grassroots advocacy.
Time and time again, the frustration is the same:
“My current vendor’s customer service is terrible!”
This claim is usually substantiated with some combination of the following proof points:
- Unresponsive (or even combative) customer service staff.
- A lack of real relationships with customer service reps (i.e., “Who am I even talking to?”).
- Endless wait times for help when it does come.
- The feeling that “nothing ever changes” – that solutions are only skin-deep and that there is a lack of a feedback loop with the platform.
Our team has spent decades working on the client side. We’ve seen our fair share of not-so-fair customer service by grassroots advocacy platforms – and when we built Speak4, we decided to offer the kind of customer service we wish we’d experienced.
Our Approach to Partner Success
The concept of partnership is foundational to Speak4, both in terms of our values and our day-to-day operations. Our relationship with our partners is baked into everything we do, from how we schedule our days to how we determine our development roadmaps.
Our platform begins and ends with the long-term relationships we build with our partners and their advocates, and we act like it.
Here’s how we show our partners are Priority Number One…
1. We’re Proactive.
According to the Gottman Institute’s Emotional Bank Account theory, a happy relationship has a positive-to-negative interaction ratio of 5:1 – five positive interactions for every one negative one.
We don’t want the only time you hear from us to be when you have a problem. We work to anticipate our partners’ needs by proactively reaching out with updates, recommendations and tips to ensure you get the most out of our platform. We offer regular Strategy Sessions with our partners to give you facetime with your Partner Success team to align on future plans and answer any specific questions you may have.
You’ll know our names and faces, and we’ll know yours – right down to your preferred font on your landing pages.
One Speak4 partner saw a 22% increase in their letter generation effort after a Partner Success team member recommended implementing our Send+ tool specifically for their campaign.
2. We’re Responsive.
With our team, you’ll never scream into a void again.
Our team boasts a 24-hour turnaround time on closing tickets to ensure you feel heard, handling everything from general assistance to additional team training and advanced feature setup.
At our regular touchpoints with partners, we take your feedback and adapt our platform to suit your needs.
Here are just a few examples of functionality we’ve built as a result of conversations from partners:
- Our Regulations.gov integration, which was launched within a week after a partner mentioned a need for it in a meeting
- Scheduled Reports, which was a top-requested addition by partners
- Custom Recipients, a tool we prioritized for a partner’s campaign targeting multiple levels of government
3. We’re Trustworthy. Just Ask Them.
The best validator of our Partner Success team? Our happy partners. Here are real quotes about our customer service from partners who made the switch to Speak4:
“Your team has shown nothing but class and a willingness to do whatever it takes to make the client successful. Inspiring stuff.”
“It would be genuinely really frustrating to work with [legacy vendors] and not have any help with this. You’ve been so great, thank you!”
“Thank you all – you’ve made Speak4 easy for me to use as someone who is not a ‘tech-person.’”
Ready to make the switch to the proactive, responsive, trustworthy customer service you deserve? Schedule A Demo now.