Posts Tagged ‘operations’

Posted by: Jen Johannsen, VP of Operations

I also had the privilege of meeting a group of ClickBank clients “live and in person” in London earlier this month. Several people at the meetings mentioned that it would be interesting to learn more about who we are as a company and as individuals, so I thought I’d take this opportunity to share a few of those things with everyone.

It is true… in the beginning (back in 1998), ClickBank was operated by a handful of innovators working out of a garage-like office. Over the last ten years, though, we have grown to a staff of over 75 people operating out of two locations. One location is based in Boise, Idaho, and the other is based in Broomfield, Colorado (near Denver). Both offices have dedicated and experienced teams working to  deliver consistent, client-focused business operations, and friendly, responsive customer service.

We are also committed to helping in our communities, and feel fortunate to employ a group of people that enjoy making our volunteer opportunities successful. In the last year, we have participated in many charity events, including events for the Children’s Hospital and the Cancer Center of the Rockies, The Leukemia and Lymphoma Society, The Muscular Dystrophy Association, the Epilepsy Foundation, Habitat for Humanity, the Salvation Army, the Red Cross, and our local food banks.

While we all enjoy working hard every day, and donating time outside of work to give back to our communities and local charities, we also have a great time getting together outside of work. ClickBank employees have been active this year playing for the company softball team and soccer team, as well as enjoying an occasional trip to the bowling alley.

While we’ve gotten to know thousands of terrific customers over the years, we look forward to meeting and helping out many more of you in the future!

Posted by: Jen Johannsen, VP of Operations

Hello friends! I say that because I have been with ClickBank for a long time, and have developed relationships with so many of you. For those of you that I haven’t had the chance to work with – I hope that we also have an opportunity at some point!

In my “previous life” (pre-ClickBank), most of my experience was in restaurants and restaurant management, which I really enjoyed. I always loved trying to make certain each customer had a great experience after they walked through the door. That is what we expect at ClickBank, as well. I recognize, however, that we still have improvements to make to reach this goal.

As you may have noticed, we have made a significant effort to improve our outbound communications with our clients. We also have plans to improve our inbound customer service communications this year. Some of the ideas that we are working on include building a ticket system for handling incoming inquiries from our clients, offering online chat as a way for clients to ask questions and get answers more quickly, and further extending our customer service hours.

It is important to me that while we work on these projects, we are still addressing the questions and needs clients have right now. With that in mind, here are my best suggestions for getting the responses that you need from ClickBank as quickly as possible:

• First, be sure to always use the form on our Contact Us page. The emails that are sent through the form are guaranteed to get to us, whereas emails sent to a particular email address always have a possibility of getting improperly categorized or filtered along the way.

• When possible, ask all of your questions in one email and be as thorough with your questions as possible. This will allow one Customer Service Representative to answer all of your questions at one time. This is much more efficient than having multiple different Customer Service Representatives answer one question at a time.

• Only send one email for each inquiry. Until we have a ticket system, we are unable to tie two matching emails together. As a result, we spend time responding to each email that arrives, even if it’s already been answered, which slows us down for answering other unique emails.

• If you have a confusing question, or if you are having a difficult time understanding the information our team sends back, feel free to ask us for our phone number or send your phone number to us. The number is not currently published on the website because we literally get thousands of new sign ups a day. For every one phone call, we can handle ten to twenty emails… so for us, the best first shot at answering a question is by email. Not only can we handle more emails at a time than we can phone calls, but then you also have a written answer that you can refer back to. But when that doesn’t work, we are more than happy to help by phone. Just ask!

• If you are still having problems getting a response (and you’ve tried my recommendations above), I want to know about it! Leave a comment and we’ll try to track down why you didn’t receive your email or why you haven’t received a response.

I hope you find the information above helpful. I’m looking forward to implementing our improvements this year! Keep your eyes out for great things from ClickBank’s customer service team!