SendGrid Customer Support: More of a Good Thing!


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Announcing Extended Customer Support Hours.

For months, we’ve gathered feedback and observed the usage patterns of our rapidly growing customer base. Today, we’re happy to announce what you’ve been asking for: extended, full-service technical support hours!

Our new hours are 7am to 7pm MST, Monday through Friday.

Our users are often vocal about their experiences with our support team, as you can see from these comments from Seivan and Stephen:


However, as glowing as these remarks may be, we know we can do even better. Our new extended hours give you more time to get your questions answered in a way that’s convenient for you, including email, live chat, Twitter, Get Satisfaction discussions, forum comments and yes, even the telephone.

Our ultimate goal is to define the issue and resolve it during your first support contact. If this isn’t feasible, we will convert the issue to a support ticket and persistently follow-up until all issues are resolved.

To learn more about the voices behind the support team, visit our team page, and look for Joe, Ken and Kyle. We’ve also just added two additional dedicated support agents, Michael and Ben (not yet pictured). Finally, we should highlight the fact that all SendGrid employees participate in support by spending at least one day each month fielding calls, live chat, and tickets. This effort to get everyone involved in daily customer interactions is an extension of a primary company value: to “Impress Customers through Support.”

Please let us know about your support experiences, be they good or bad, by leaving a comment on our Facebook page, in the comments section below, or in one of the other channels mentioned above. The nice ones will make us feel “special”, and the bad ones will motivate us to improve!


Carly Brantz is a veteran in the email deliverability space working to make email simple and easy for developers by regularly writing whitepapers, research briefs and blog posts about email, technology and industry trends.

2 thoughts on “SendGrid Customer Support: More of a Good Thing!

  1. Unfortunately, when I contact SendGrid support, I often feel like I'm given incomplete answers, and sometimes I even feel like I know more about the product than the person providing support.

    I know this is an old question, but it typifies SendGrid support to me:
    http://community.sendgrid.com/sendgrid/topics/smt

    The question is: "Why do you recommend send mail via the SMTP service over an API request?" and the answer is "You can use either depending upon your needs." The answer is true, but doesn't address the question and isn't really useful.

  2. Mr. Doe –

    We're sincerely sorry that you have had less than ideal experiences with our support team, but we also appreciate your honest feedback. Comments such as this are much more constructive than those that focus on praising our support, because yours will only lead to improvements from our side. Admittedly, we aren't yet great at keeping up with Get Satisfaction comments, but we are certainly working on being more attentive to them (hence the extra resource dedication).

    In the spirit of providing an adequate answer to the question you've used in your example, please see this related discussion: http://community.sendgrid.com/sendgrid/topics/why

    Also, you can visit the blog post mentioned in that community discussion here: http://sendgrid.com/blog//which-protocol-should-i-….

    Finally, if you have specific concerns that we could help with at any time, we'd welcome another chance to impress you with our support when you need it.

    Please feel free to provide further feedback on ways that you think we can improve.

    Thanks,

    Tim Falls
    SendGrid

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