Blueshift: Services & Support

Overview: Blueshift offers strong platform support, training and ongoing assistance, provided by a global team that can support you in any time zone. To ensure your continuing success, we publish best practices and benchmark reports. And with our network of agency and integration partners, you can maximize the power of your marketing stack and unlock growth.

Blueshift's Responses to Questions on Services & Support

Services

1. Describe your onboarding process and the resources to expedite onboarding and time to value. What's the typical timeline?

Blueshift’s approach to onboarding relies on working with our customers on a timely setup of necessary account details and data integrations. The Blueshift Customer Success team is fully committed to getting our customers live on our platform and realizing time to value as quickly as possible, which is typically between 6-8 weeks. The Customer Success team guides each customer during the onboarding implementation in Data Migration, Channel Setup, Content Personalization, Campaign Setup, and End-User Training on the Blueshift platform. Key Blueshift team members during the onboarding implementation include an Executive Sponsor, Sr. Implementation Manager, and Customer Success Manager. In addition to Blueshift’s key team members, you will have access to our entire support team.

2. Do you have services that can help in migrating our current programs?

Yes, Blueshift collaborates with a network of agency partners to help maximize the power of your marketing stack and unlock growth. Not only can these partners help with migrating your current programs, these partners work alongside Blueshift to provide data-driven insights and innovative marketing solutions tailored to your needs.

Success

3. Describe how you provide an appropriate level of support, including dedicated customer success resources.

At Blueshift, customer success is our top priority, and we assign a dedicated Customer Success Manager to each customer, along with other supporting resources. Our Customer Success team is responsible for onboarding, training, support, and strategic planning/review. Additionally, we conduct ongoing customer calls to discuss pending issues, new product features, and best practices. Finally, we set up a business review with key stakeholders to review program health and discuss any new initiatives.

Blueshift has dedicated Customer Success team members in the US, UK, and India, which allows for support across time zones. Your Customer Success team can be engaged via phone/chat/email for 24/5 support.

Blueshift offers three different support packages; the details of these support packages are listed blueshift.com/success-tiers-06-17-24/
Our team will work with you to select the package that works best for you.

4. Describe what dedicated product training and self-learning resources are available.

Training is an important component of our service, and we want to ensure our customers are up to date on our product, including new features. The following are available:

・Basic and custom training during the onboarding/implementation process that can be performed onsite, if needed
・Ongoing training with your dedicated Customer Success Manager ・Monthly product, best practices newsletters, and webinars

Our customers are also eligible to become certified on the Blueshift platform via our online, self-service learning platform, Blueshift Academy. Here is the link to our Blueshift Academy online training: academy.blueshift.com

Support

5. Do you offer 24/7 customer support? Do you have a global presence for support? What support levels are included, and what are the Service Level Agreements (SLAs) for technical support?

Yes, Blueshift has dedicated Customer Support team members in the US, UK, and India, allowing for support across time zones. Our Blue Enterprise support package includes 24/7 support for P1 issues and 24/5 support for all other issues. Customer Support teams can be engaged via phone/chat/email for 24/5 support. In addition to phone/chat/email, standard support and trouble ticketing submission can be done directly via the Blueshift UI. The ticket will be submitted to our centralized ticketing portal via Zendesk. You will be able to log and track individual and team tickets/status.

We provide business level service objectives for issues based on priority, which can be found in our standard SLA. We can discuss your business requirements for any SLA commitments that you may require and we will be happy to discuss amending the SLA to include specific language for your unique needs. Per your request, we can provide a copy of our standard SLA.