Convert Experiences offer fast, competent, friendly, effective customer support across phone, email, and in-app live messages in its plans.
The support team at Convert is incredible! Whenever anyone on my team has a question, the Convert team is always highly responsive, knowledgeable, and helpful!
Scott R
via G2 Crowd
When you use Convert Experiences as your experimentation platform, you benefit from a highly-structured customer support team with strict standards in place.
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Convert’s support team is awesome—whether we’re sanity checking with George or Claudiu, or discussing audience configurations with Dionysia or Alex, we always get the support we and our clients need.
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Sean ClanchySwanky Agency
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Customer service is phenomenally fast and helpful. Best of all, they care. They want to see their customers succeed.
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The onboarding process was smooth, and the support team is excellent, especially because you can talk to them on live chat and get your issue instantly resolved. They are also happy to jump on a call if the issue is more complicated.
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Roshan
Tech-savvy support magician skilled in A/B testing, DevOps, & server administration
I love my job, especially resolving customer issues. Passionate about optimizing user experiences and elevating satisfaction through technical solutions.
Jacob
Customer Technical Support
My experience in analytics, engineering, and product allows me a 360 view of customer challenges. At Convert I use this skill to troubleshoot technical issues and enable optimization success for our users.
Poonam
Customer Technical Support
My passion for web development and problem solving can be traced back to my pre-professional days. Whether at programming competitions like ACM-ICPC or at my first job, I’ve always been passionate about developing web-based solutions. At Convert, I am dedicated to bettering the customer experience with timely assistance and reliable product education.
Dionysia
Head of Integrations / Data Privacy and Information Security Officer
My daily routine spans from navigating the complex and changing landscape of regulatory compliance down to developing technical solutions to help mitigate privacy and security vulnerabilities.
George
Customer Success Manager
It's rewarding for me when I can use our products to guide our customers in the right direction.
Lennard
Account Executive / Sales Manager
The most exciting part of my job is getting to sell to and interact with people all over the world.
Claudiu
CTO / Back End Dev
I make sure Convert’s cloud infrastructure works—that no matter how many page views are loading, they load without a blink.
First Human Response Time (FTR)
**Against Zendesk average of 2.6 hours
Median Time to Close
**Most tickets are resolved within this window
Number of Support Articles
**Against Zendesk average of 67
Based on industry benchmarks curated by Zendesk, Convert’s support responds 4x faster than other SaaS platforms (across categories and verticals).
We also resolve user issues in a little more than 2 hours from the time it takes other A/B testing tools to even get to your query!
We wish we could say these numbers are the result of a carefully planned (AI supported) process that is the picture of efficiency.
It’s not!
Convert’s core values revolve around being human.
We understand how annoying it is to get stumped in the middle of setting up an experiment. We jump in and keep at it, til you are testing again. More time deploying, less time waiting.
We don’t read you fluff scripts.
Ever.
Our solution oriented team takes the time to understand your unique challenge and then dives deep to solve it with you.
Put your developers in touch with the people who coded the Convert Experiences platform, from the ground up. We’ve had our CTO pitch in on tickets. You work with senior support stalwarts who’ve assisted Convert users for well over 13 years.
Root cause analysis is part of every Convert plan. It means your maiden A/A tests return acceptable numbers… and if there are discrepancies, we run manual traffic analysis to ensure that your time with us is off to a reliable start.
Beyond everything we’ve covered, Pro & Enterprise plans also come with a Free Onboarding.
This onboarding is geared to familiarize you with the tool, and put the basics of running successful experiments in place:
Convert (the company) offers 24*5 support coverage.
No, Convert doesn’t offer customer support on the weekends. Weekdays have 24-hr coverage.
On-call support is available in Pro and Enterprise plans.
On-call support is only available in Pro and Enterprise plans. However, our motto is complete customer satisfaction. If a particular ticket requires multiple rounds of back and forth, our customer support agents will suggest a troubleshooting call and share the link to book one.
