Our mission in Customer Success, Services, and Support is to delight you with experiences and outcomes that maximize your growth. We offer a full line of educational, consultation, technical, and support services so you can maximize your impact with Iterable. Whether you’re new to the platform and need a crash course, or a long-time customer looking to refresh your strategy, we’re here to partner with you to help you deliver value to your organization.

At Iterable, we treat every client as a partner on a journey to create the personalized experiences consumers demand today. Your success is our success. We are a team of experts who embody our values and care deeply about improving not only your business’ results but your individual work lives. Our results speak for themselves: we have earned Customer Satisfaction (CSAT) scores of 95%+ quarter after quarter from hundreds of successful engagements and thousands of resolved support cases.

Education

Implementation Services

Introduction

Our Professional Services team will provide you with implementation/integration/migration consulting, product training, best practice recommendations, go-live guidance, and project management via recurring, remote consulting meetings—and onsite consulting when possible—to achieve the goals of your implementation.

The goal of Implementation Services is to get you migrated, integrated, configured, built, tested, and live with Iterable as soon as possible. We know how important it is to you to achieve value and ROI quickly. As soon as you sign on as a client of Iterable, you are immediately engaged with your Implementation team. Implementation Project Managers, Implementation Consultants, and Technical Consultants with extensive industry/platform experience who will guide you through your initial implementation.

Customer Delight

Our Professional Services teams have onboarded and implemented over 1,000 Iterable clients in the past four years. Our average Implementation Customer Satisfaction score is over 95% — from thousands of responses. Each and every quarter, we receive hundreds of quotes from customers, like these:

• “The team has been absolutely incredible. I’ve been doing this (both on the client and provider side) for years and this is the best service I’ve seen from a vendor partnership.”

• “We have worked with many different technology providers, and I can say with confidence that I am yet to work with a team such as Iterable. The team is well organized and helpful. Thank you for making it a pleasure to work with you.”

• “Our Implementation Consultant has been an incredible partner in our implementation so far. He’s been very patient as we didn’t have 100% of the answers when we started the process. He’s also made himself available while we wait for our product and engineering team to assist with the technical side of the integration. He not only has been a great partner but a great teacher as he’s assisted with training and best practices. Would recommend him to any team – thank you!”

• “Our Implementation Consultant has been an incredible thought partner throughout our entire implementation experience. She showed real patience and leadership.”

• “What seemed at first like an insurmountable task, turned into an extremely positive learning experience thanks to our amazing implementation team. They were responsive, patient, and had a wealth of information. Our migration to iterable was smooth and we’re so excited to continue using the platform.”

• “Our Implementation Consultant is both extremely knowledgeable in the Iterable solution and proactive in his help. He’s been incredibly valuable along our journey of getting live in Iterable and it’s almost hard to imagine doing it without him. He’s also always fully professional with a keen ability to think ahead and inform us of best practices as we move the project forward.”

• “Our Implementation Consultant is exceptionally talented. He is an A+ technologist who knows his platform and how to ensure his client’s needs are met. He has gone above and beyond on every request and I couldn’t be more satisfied with the initial engagements with Iterable, as we implement the tool. We have 100% confidence that we will be successful because of the relationship that he’s created. We appreciate that we have such a stellar partner and hope Iterable knows what kind of gem he is.”

• “I’ve felt so supported throughout this implementation process. Our Implementation Consultant is incredibly knowledgeable, accessible, and amazing to work with. I couldn’t be any happier with this process and feel like we have been set up for success.”

Education Services

Our goal for Education Services is to create virtual and live training content that delights and empowers you to do your best work. What does that mean? That means that we aim to provide content that helps you solve everyday business problems for you and your team by meeting you where you are. Whether you are sending your very first marketing campaign in the Iterable platform, or you are creating advanced nurture workflows to market towards your most loyal customers, we hope that the learning resources we create help guide you in your efforts.

Our team strives to create cutting-edge learning content for you and your team to utilize wherever you are. We are working to update many of our courses to be aligned with the micro-learning format, so you can take a course in 5-15 minutes and move on to whatever is next for you! Our live sessions typically are 60 minutes so we can allow time for Q&A, and then those sessions are recorded and curated into longer format courses in Academy to take at your leisure. You’ll also see Academy courses that are more learning-inclusive, which means you’ll see alt-tags describing pictures, more audio options, and images, to create a more neuro-inclusive environment for all of our learners! We are here for you. We value your feedback, and if something isn’t working or could be better, let us know! You can reach us at academy@iterable.com and we’ll get back to you as soon as we can. Let’s iterate, together!

Deliverability Services

Iterable Deliverability Services is designed to help our clients get the most return on their investment in the email channel possible by working together on identifying key vulnerabilities, opportunities for improvement, and strategies for program optimization, all through the lens of email deliverability.

Methodology
We do this with a multi-phased approach to understand your email program holistically from a number of different perspectives. We of course utilize data created by Iterable and our best-in-class segmentation and workflow functionality, which is woven into a data-driven narrative with supplemental inputs from MTA-level information such as event trends and raw SMTP logs, mailbox provider insights like Google Postmaster Tools and Microsoft SNDS, and a variety of actual deliverability-centric sources.

People
Iterable’s in-house Deliverability team is our proven difference maker. Our Deliverability team represents just under 50 years of combined experience in client service, email marketing, and deliverability from the beginning as it emerged as a field. Their backgrounds include multiple worldwide email service providers (ESPs) and full-service messaging agencies, email intelligence software companies, leading email marketing teams themselves, and more.

Outcomes
Ultimately we are able to work with our clients through any stage of an email program lifecycle and health levels. Whether it is establishing health baselines in order to further understand current-state performance, working together to help develop program triage maneuvers, rebuilding brand and email infrastructure reputation, or optimizing project or initiative execution, our team is able to truly become an extension of the Iterable team dedicated to help our customers succeed.

Strategic Services

Our Strategic Services team works with clients to identify which objectives are vital to your brand’s success. These objectives may include things like increasing market penetration, driving uplift in consumer engagement, building customer loyalty, and/or boosting sales.

Our approach is to dive into your business, existing customer experience, challenges in the marketing, best practices, trends, and the industry landscape to arrive at strategic recommendations for your business objectives that maximize your Iterable investment. We also then work with you to ensure you can deliver on those recommendations, on time, and on budget.

Areas of Competence

• Business Analysis
• Industry Research
• Brand Strategy
• Campaign Strategy
• Customer Insights
• Customer Journey Mapping
• Buyer & Customer Persona Development
• Content Strategy
• Data and Technology Strategy

Why Iterable’s Strategic Services?

• Decades of collective marketing strategy experience across multiple industries
• Critical, external evaluation of your marketing strategy and use of Iterable
• Identification of opportunities for improved effectiveness and efficiency within the Iterable platform
• Media usage and creative approach agnostic
• Alternative resource to marketing agencies and consultancies
• Vested interest in your success and maximizing your Iterable ROI

Technical Support

Iterable’s world-class Support team is there for you whenever you need a helping hand. With a laser focus on quick response and technical know-how, our goal is to provide everything you need to get back to building great customer experiences.

The Iterable Support team is staffed with product experts who are experienced across a wide range of technologies including:

• Templates, HTML, CSS, Javascript, and Handlebars
• DNS configuration
• APIs, JSON, and HTTP
• Segmentation and queries
• Third-party integrations
• Datafeeds and webhooks
• Mobile technologies

What makes Iterable’s Support services best-in-class?

• Frontline support that resolves 95% of cases without escalation
• Chat response times under 30 seconds
• Domain experts who really understand a wide variety of use cases
• A culture of continuous learning and development
• Service mindset
• Consistently exceptional CSAT (Customer Satisfaction) scores and SLA (Service Level Agreement) adherence

Customer Success Management

The Iterable Customer Success team are product and industry experts who partner with you to ensure your long term success with Iterable. They are your gateway to the organization and your internal advocates within our organization.

Your success team will focus on bringing you value on a day to day basis by delivering the following:

• Discuss and plan upcoming campaigns
• Check-in & track action items and goals
• Tips & best practices
• Further in-product training and help
• Advocacy – Product requests
• Mutual success planning
  • Program health management and maturity feedback
  • Industry experience (Subject matter expertise)
• Partnership Reviews
  • Strategic discussions focused on helping you achieve your business goals
  • Assess and report on usage and growth
  • Discuss Iterable’s focus on innovation through feature releases and product roadmap
  • Set action items for the upcoming quarter

Product Details

Implementation Services

Bronze

Activities and Outcomes

• Up to 18 hours of consulting sessions, project management meetings, and customer communication focused on the following topics:
  • Milestone meetings and related document deliverables: Kickoff, Project Workbook and Project Schedule, Project Set Up, and Project Hand-Off and Recommendations
  • Initiation and Planning:
    • Project Kickoff
    • Project schedule
    • Campaign migration planning
    • Data schema planning and preparation
    • Third party integration planning and preparation
  • Execution:
    • Iterable org and project setup
    • Set up and guidance for message channels to be used during the implementation project: email and SMS/long-code for one company, business unit, or brand
    • Shared IP warm up plan, schedule, and metrics review
    • Go-Live Guidance: Understanding and guiding your use cases, ongoing training and expert guidance on message templates, personalization, campaigns, workflows, lists, segments, experiments, and reports
  • Closing: Summarize the outcomes of your implementation, review future plans, provide recommendations, and hand off to your Customer Success Manager

Deliverables

• Kickoff document to align on key areas of your implementation project: goals, team roles, project scope, project timeline, technical landscape, and support resources
• Data Migration Guide
• Project Workbook document: Project Schedule, Campaign Planner, Data Schema, and Warm Up Questionnaire
• Project Set Up document: Org and Project Setup, Member Accounts, Data Schema and Integration, Templates/Campaigns/Workflow/Reporting/Experiments Overview
• Project Hand-Off and Recommendations document

Resources

• Implementation Consultant (also serves as Project Manager)
• Technical Consultant (as needed)

Silver

Activities and Outcomes

• Up to 32 hours of consulting sessions, project management meetings, and customer communication focused on the following topics:
  • Milestone meetings and related document deliverables: Kickoff, Project Workbook and Project Schedule, Project Set Up, and Project Hand-Off and Recommendations
  • Initiation and Planning:
    • Project Kickoff
    • Project schedule
    • Campaign migration planning
    • Data schema planning and preparation
    • Third party integration planning and preparation
  • Execution:
    • Iterable org and project setup
    • Set up and guidance for message channels to be used during the implementation project: email, mobile push, in-app, SMS, or web push
    • Shared IP warm up plan, schedule, and metrics review
    • Dedicated IP setup and warm up (when dedicated IPs are purchased)
      • Scope sending domain(s) and dedicated IP usage
      • Create and consult on warm up plan and schedule
      • Configure and validate sending infrastructure
      • Review delivery metrics and create reports during warm up phase
    • Go-Live Guidance: Understanding and guiding your use cases, ongoing training and expert guidance on message templates, personalization, campaigns, workflows, lists, segments, experiments, and reports
  • Closing: Summarize the outcomes of your implementation, review future plans, provide recommendations, and hand off to your Customer Success Manager

Deliverables

• Kickoff document to align on key areas of your implementation project: goals, team roles, project scope, project timeline, technical landscape, and support resources
• Data Migration Guide
• Project Workbook document: Project Schedule, Campaign Planner, Data Schema, and Warm Up Questionnaire
• Project Set Up document: Org and Project Setup, Member Accounts, Data Schema and Integration, Templates/Campaigns/Workflow/Reporting/Experiments Overview
• Project Hand-Off and Recommendations document

Resources

• Implementation Consultant (also serves as Project Manager)
• Technical Consultant (as needed)

Gold

Activities and Outcomes

• Up to 80 hours of consulting sessions, project management meetings, and customer communication focused on the following topics:
  • Milestone meetings and related document deliverables: Kickoff, Discovery Workshop, Project Workbook and Project Schedule, Project Set Up, and Project Hand-Off and Recommendations
  • Initiation and Planning:
    • Project Kickoff
    • Discovery Workshop
    • Project schedule
    • Campaign migration planning
    • Data schema planning and preparation
    • Third party integration planning and preparation
  • Execution:
    • Iterable org and project setup
    • Set up and guidance for message channels to be used during the implementation project: email, mobile push, in-app, SMS, or web push
    • Shared IP warm up plan, schedule, and metrics review
    • Dedicated IP setup and warm up (when dedicated IPs are purchased)
      • Scope sending domain(s) and dedicated IP usage
      • Create and consult on warm up plan and schedule
      • Configure and validate sending infrastructure
      • Review delivery metrics and create reports during warm up phase
    • Go-Live Guidance: Understanding and guiding your use cases, ongoing training and expert guidance on message templates, personalization, campaigns, workflows, lists, segments, experiments, and reports
  • Closing: Summarize the outcomes of your implementation, review future plans, provide recommendations, and hand off to your Customer Success Manager

Deliverables

• Kickoff document to align on key areas of the implementation project: goals, team roles, project scope, project timeline, technical landscape, and support resources
• Data Migration Guide
• Discovery Workshop document
• Project Workbook document: Project Schedule, Campaign Planner, Data Schema, and Warm Up Questionnaire
• Project Set Up document: Org and Project Setup, Member Accounts, Data Schema and Integration, Templates/Campaigns/Workflow/Reporting/Experiments Overview
• Project Hand-Off and Recommendations document

Resources

• Implementation Consultant
• Project Manager
• Technical Consultant (as needed)

Platinum

Activities and Outcomes

• Up to 140 hours of consulting and project management meetings and customer communication focused on the following topics:
  • Milestone meetings and related document deliverables: Kickoff, Discovery Workshop, Project Workbook and Project Schedule, Project Set Up, and Project Hand-Off and Recommendations
  • Initiation and Planning:
    • Project Kickoff
    • Discovery Workshop
    • Project schedule
    • Campaign migration planning
    • Data schema planning and preparation
    • Third party integration planning and preparation
  • Execution:
    • Iterable org and project setup
    • Set up and guidance for message channels to be used during the implementation project: email, mobile push, in-app, SMS, or web push
    • Shared IP warm up plan, schedule, and metrics review
    • Dedicated IP setup and warm up (when dedicated IPs are purchased)
      • Scope sending domain(s) and dedicated IP usage
      • Create and consult on warm up plan and schedule
      • Configure and validate sending infrastructure
      • Review delivery metrics and create reports during warm up phase
    • Go-Live Guidance: Understanding and guiding your use cases, ongoing training and expert guidance on message templates, personalization, campaigns, workflows, lists, segments, experiments, and reports
  • Closing: Summarize the outcomes of your implementation, review future plans, provide recommendations, and hand off to your Customer Success Manager

Deliverables

• Kickoff document to align on key areas of the implementation project: goals, team roles, project scope, project timeline, technical landscape, and support resources
• Data Migration Guide
• Discovery Workshop document
• Project Workbook document: Project Schedule, Campaign Planner, Data Schema, and Warm Up Questionnaire
• Project Set Up document: Org and Project Setup, Member Accounts, Data Schema and Integration, Templates/Campaigns/Workflow/Reporting/Experiments Overview
• Project Hand-Off and Recommendations document

Resources

• Implementation Consultant
• Project Manager
• Technical Consultant (as needed)

Diamond

Activities and Outcomes

• Custom scoped hours of consulting and project management meetings and customer communication focused on the following topics:
  • Milestone meetings and related document deliverables: Kickoff, Discovery Workshop, Project Workbook and Project Schedule, Project Set Up, and Project Hand-Off and Recommendations
  • Initiation and Planning:
    • Project Kickoff
    • Discovery Workshop
    • Project schedule
    • Campaign migration planning
    • Data schema planning and preparation
    • Third party integration planning and preparation
  • Execution:
    • Iterable org and project setup
    • Set up and guidance for message channels to be used during the implementation project: email, mobile push, in-app, SMS, or web push
    • Shared IP warm up plan, schedule, and metrics review
    • Dedicated IP setup and warm up (when dedicated IPs are purchased)
      • Scope sending domain(s) and dedicated IP usage
      • Create and consult on warm up plan and schedule
      • Configure and validate sending infrastructure
      • Review delivery metrics and create reports during warm up phase
    • Go-Live Guidance: Understanding and guiding your use cases, ongoing training and expert guidance on message templates, personalization, campaigns, workflows, lists, segments, experiments, and reports
  • Closing: Summarize the outcomes of your implementation, review future plans, provide recommendations, and hand off to your Customer Success Manager

Deliverables

• Kickoff document to align on key areas of the implementation project: goals, team roles, project scope, project timeline, technical landscape, and support resources
• Data Migration Guide
• Discovery Workshop document
• Project Workbook document: Project Schedule, Campaign Planner, Data Schema, and Warm Up Questionnaire
• Project Set Up document: Org and Project Setup, Member Accounts, Data Schema and Integration, Templates/Campaigns/Workflow/Reporting/Experiments Overview
• Project Hand-Off and Recommendations document

Resources

• Implementation Consultant
• Project Manager
• Technical Consultant (as needed)

Education Services

Academy- Academy is your go-to hub for online, self-paced learning about the Iterable product. You’ll find micro-style learning courses, recorded live training content, on-demand videos, and more!

VILT- Our virtual instructor-led training series is hosted once per quarter and covers a wide variety of topics! Be on the lookout for information in our Monthly Snippet as new events approach.

Ask an Expert series- The Ask an Expert Series is an on-demand style video-based course where we interview various subject matter experts from different teams at Iterable. Our sessions happen each month, and topics are widely varying! We’ve talked about everything from thinking strategically during onboarding, to IP warming best practices. Search by ‘ask an expert series’ in Academy to see our full offerings.

Deliverability Services

Services include:

• Baseline campaign HTML Evaluation
• Baseline seedlist Inboxing Evaluation
• Email Infrastructure Review
• Recipient Lifecycle Review
• Iterable/ESP Performance Data Review
• Recipient DataBase Demographics Evaluation
• Monthly Touch-base calls 
• Quarterly Business Reviews
• Active mitigation alerting and support for DNSBL/DBL Blocklists and MBP issues
• Spam trap data integration
• Google Postmaster and Microsoft SNDS data set up tutorial and review

Technical Support Tiers

Support is available in three tiers, that offer increasing levels of SLA commitments, available channels and other benefits. Customers in the Plus and Premier tiers are able to leverage Iterable’s lightning-fast Live Chat channel, while Premier adds in full 24×5 SLA-covered hours and an assigned support engineer who will serve as a trusted first point of contact who truly knows the ins and outs of your use cases.