Most marketing teams evaluate platforms on features, AI capabilities, and integrations. That’s the sensible part of the buying process.
But here’s the truth most teams learn later: the real test begins after you sign the contract.
It begins when the first campaign is on the clock. When data is flowing from multiple systems. When someone on your team needs an answer right now because a journey is going live in hours, not days. That’s the moment you discover whether a vendor is a true partner, or simply a software provider.
At Blueshift, we’ve built our reputation on what happens after day one. And the results show it: our Product Support team maintains a 98.2% Customer Satisfaction (CSAT) score.
To put that in context, many organizations consider 75–85% a strong CSAT range, and 90%+ exemplary. That context is why 98.2% is not a vanity number. It’s a signal that the support experience is working when the stakes are real.
So how do we get there?
It starts long before anyone submits a support ticket.
Success Begins the Moment You Join Us
Great support is rarely “just support.” It’s the outcome of a system that reduces confusion, accelerates time-to-value, and makes it easy to do the right thing inside the product.
That system starts with onboarding.
Every new Blueshift customer is paired with a dedicated onboarding team whose job is to get you live fast and confidently. They help connect data, validate use cases, launch initial journeys, and build the foundation for long-term success.
Once you’re live, a dedicated Customer Success Manager steps in to guide the relationship forward. Your CSM becomes your strategic partner, reviewing performance, spotting growth opportunities, and translating your goals into practical next steps inside the platform.
And then there’s the part that matters most in the messy middle of real marketing work. When questions inevitably pop up mid-campaign, our support team becomes your safety net.
Why Our Support Experience Exceeds Expectations
Modern marketers don’t have time for delays, canned replies, or chatbot loops. They need real answers from real experts who understand the stakes: launches, revenue moments, performance targets, internal deadlines, and the reality of running cross-channel programs with imperfect data.
That’s exactly why our support model is built the way it is:
- Deep specialization: Every support professional knows the platform inside and out.
- Global, always-on coverage: Whether you’re troubleshooting a segmentation rule late in the evening or preparing a launch before a morning stand-up, someone is ready to help.
- Speed and accuracy as the default: Faster resolutions keep campaigns on track and teams moving.
- Empathy at the center: We know the pressure. Our job is to remove friction, not add to it.
These aren’t slogans. They’re design choices. The kind you make when you believe support is part of the product. And when you treat support as part of the product, customers feel it.
Beyond Tickets: The Kind of Support That Builds What Customers Need Next
Here’s the part we’re most proud of: we don’t just respond to problems. We build solutions that prevent them.
Support teams see patterns earlier than anyone else. They’re closest to the moments where customers get stuck, where clarity breaks down, and where momentum slows. If you listen well, those moments become a roadmap for improvement.
That’s why our Product Support team has developed purpose-built tools that fundamentally change how we help customers.
A Custom Support Bot That Speeds Diagnosis
My team built an internal tool that queries customer issues across integrated internal systems. The result is less time hunting for context, faster diagnosis, and more accurate solutions when minutes matter.
A Screen Recorder Flow That Eliminates Back-and-forth
Troubleshooting complex issues often turns into a long email thread, a game of telephone, or a meeting that delays a fix.
My team built a screen recording approach that flips the dynamic. When an issue needs clarification, support can send a unique URL. Customers click record, walk through the issue, and a video link is generated automatically. The option to download the screen recording is also available.
It removes guesswork, speeds resolution, and lets customers show what’s happening on their schedule, no meeting required.
A Knowledge Base Overhaul Designed for Real Self-serve
Even the best support team is amplified by documentation that helps customers find answers on their own terms.
We’re currently conducting a complete review of our support space in Confluence, auditing every article for accuracy, relevance, and clarity, because in a high-velocity marketing environment, self-serve should be a strength, not a scavenger hunt.
This is what differentiates a great support team from an exceptional one: the willingness to innovate, build, and continuously improve the support experience itself.
Our Customers Feel The Difference
One of our customers described it best:
“I have used many platforms, and I always come back to Blueshift because of their customer support. You’re not waiting hours for a reply or being directed to an AI chatbot first to fix your problem. They have a dedicated support team that works alongside you to help you achieve the success you’re aiming for with marketing automation.
Certainly one of the best support teams around, and it makes all the difference in a world of platforms that offer very similar services.”
When you combine that level of support with dedicated onboarding and a CSM who stays with you year-round, the result is a partnership that feels rare in a category where products can look similar on paper.
We Don’t Take 98.2% For Granted
CSAT is a simple metric, but it captures something important: did we help in the moment that mattered?
That’s why the number motivates us. It pushes our teams to stay close to customers, anticipate issues, and keep earning trust through execution, not promises.
Because while products evolve, data grows, and marketing strategies shift, one thing remains constant:
Your success depends on having a partner who shows up long after the contract is signed.
And that’s precisely what you get with Blueshift.
If you’re evaluating marketing platforms, don’t just ask what the product can do. Ask what happens when you’re live, under pressure, and need help fast. That’s where the difference shows up.
Want To Talk It Through With An Expert?
If you’re comparing platforms or pressure-testing what “after day one” support really looks like, connect with a Blueshift expert. We’ll walk through how onboarding, Customer Success, and Product Support work together, and answer the questions that usually get skipped until it’s too late.
