Experience Excellence With Top-Tier SaaS Customer Success
Have you ever encountered an issue with a tech provider or software platform and sought help, only to receive a response three days later?
Or maybe you needed immediate help, but your vendor didn’t have support agents readily available, and even worse, a knowledge base was entirely nonexistent.
Unfortunately, these nightmare scenarios are all too common, especially in the fast-paced world of performance marketing where some technology providers just can’t keep up.
CAKE is laser-focused on cultivating partnerships with our customers to identify their individual business needs, so we can deliver support and products that fuel long-term growth and profitability.
Our customer-centric strategy extends across every CAKE department to provide what matters most – access to a real team, user-friendly self-service options, and proactive customer outreach coupled with innovative solutions driven by customer input.
Here’s how CAKE is devoted to helping you achieve success.
Real people, always accessible
A readily available customer success team is essential when running a profitable performance marketing program. CAKE ensures that you always have the option to connect with a real human who has a deep understanding of your business.
Client success team – Leverage a dedicated client success manager and implementation specialist to unlock best practices, powerful insights, and strategic direction for achieving your business objectives. This team is comprised of industry experts with decades of performance marketing experience who are eager to help you succeed.
Phone, ticket, and Slack support – Connect with a knowledgeable team of technical experts who deliver quick solutions and are available 24 hours a day, seven days a week.
Professional services – Tap into a comprehensive suite of onboarding, training, consulting, and technical service representatives to create custom solutions for your business. For example, access technical direction on CAKE APIs, third-party platform integrations, or partner with a Solution Engineer to configure your system to best fit your needs. Our professional services team increases your operational bandwidth so that you can focus on revenue and growth. Learn more here.
Quarterly business reviews (QBRs) – Take advantage of annual QBRs during which your customer success representative offers insightful performance trends and optimization opportunities tailored to your business. Our goal is to ensure that your ongoing performance aligns with your annual business objectives.
Speedy resolutions with self-service options
Whether you prefer individualized support or favor self-service options, we provide multiple tools for you to quickly and efficiently get the product answers you’re looking for.
Knowledge Base – Find answers to your product questions by exploring our comprehensive database of articles covering every feature in CAKE. Sort by high-level CAKE concepts or search particular topics to get the information you need, fast. Check out the knowledge base here.
Video library (training and product updates) – Utilize our extensive library of training videos that highlight everything from the CAKE fundamentals and platform navigation to campaign setup and tracking implementation. Get the videos here.
CAKE blog – Discover industry trends, product how-to’s, customer success stories, and new feature releases on the CAKE blog. Searching for a particular topic? Leverage our tag cloud to find the exact information you need and explore other interesting content. Bookmark the blog here.
Proactive communication and active feedback loop
A reliable and innovative platform that supports customers’ strategic growth and ensures ongoing business continuity goes a long way in performance marketing. This is why we prioritize proactive communication and value the opportunity to engage with customer feedback and respond to their feedback and insights.
Email communications – Discover exciting product updates, critical system notifications, expert tips for getting the most out of CAKE, and stay up to date on industry trends through our monthly newsletters.
Customer success outreach – Receive one-on-one outreach (phone or email) regarding time-sensitive product updates and essential actions required by users.
CAKE Idea Portal – Join our exclusive customer community where you can collaborate on business challenges and proposed solutions, and collectively vote on other customers’ ideas. The CAKE Idea Portal is a space for customers to influence CAKE’s product roadmap and direction. Learn more.
Early-adopter program – Gain early access to new product launches before they are available to all customers. This is your opportunity to fine-tune products, ensuring they align with the requirements of our customer community.
BONUS
Become a CAKE expert by joining our complimentary certification program and discover how to maximize your usage of CAKE, including best practices and practical tips.
Ready to explore the full potential of CAKE? Reach our team here.