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Marisa_Rybar
Marisa_Rybar
New Participant
November 10, 2015
Solved

Marketo Support Challenges

  • November 10, 2015
  • 1 reply
  • 4727 views

Can anyone help me understand Marketo support? 50% of the time they do not respond to my cases within the time I am meant to have a response. When they do, often it's a very simple clarification question, which I respond immediately to, then I don't hear from them for several more days, even though we are meant to hear back from them within 6 hours.

I am learning to include as much detail and information as possible right from the get-go since it is so hard to get someone to respond to me in a reasonable amount of time, but I'm wondering if anyone has any suggestions for other places to go for help since Marketo support is so unreliable. (Don't get me wrong, I love Marketo software...it's just I think maybe their support team is overwhelmed and they need to hire more people to help ease the load or something.)

I've been using these community discussions, which have been pretty helpful, but when it's something specific to my Marketo instance and I need Marketo to help me, I am at a loss for how to get their attention. I've already had to escalate several cases, and my cases are not getting resolved in a timely manner.

Does anyone have any suggestions for other resources or for how to get Marketo support to start responding to / helping me?

    Best answer by Marisa_Rybar

    Heyo! Look at that. Marketo has a support phone number as well that I never knew existed. Yahoo! I'll be foregoing the Support Case option and leveraging either the online chat or a good ole' fashioned phone number from here forward.

    Here is that contact info in case anyone needs it:

    Support:

    Americas: M-F, 6am to 6pm Pacific

    APAC: M-F, 9am to 6pm Aus EST

    Online: support.marketo.com

    Email: support@marketo.com

    Toll Free US: +1.877.270.6586

    Direct: +1.650.376.2302

    1 reply

    J
    JDNelson1
    Community Manager
    November 10, 2015

    I find it to be hit & miss. (notice, not hit OR miss). They were using Live Chat for a while which I was able to use a few times to get quick, easy answers. It was awesome! I haven't seen it be available lately though, so hopefully they are securing funding or launching the beta soon.  I think your best bet is to alert your rep when something surpasses the SLA indicated; ultimately they're responsible for the renewals, so they should be able to light the appropriate fires to get you the help you need. Now, that being said, I've had a support case open for a few months that I haven't heard much on -- so there are clearly cases that even baffle the experts.  Best of luck! You can always see if Josh Hill​ will outsource his services. HA HA

      Marisa_Rybar
      Marisa_RybarAuthor
      New Participant
      November 10, 2015

      Good call. When creating a new case, it looks like maybe they're testing out the best way to get the chat box in front of people. I've seen it either pop up as a lightbox that appears after about 30 seconds or so and I've seen it as a purple tab that slides into the right side of the screen on the sly to invite you to chat online. It's the only place I've ever seen the chat functionality appear though.

      I haven't tried the chat yet, thanks for the reminder that it's there as an option. I'll give that a go on the next one and see how it works. Up till now, I've had to send escalations to supportescalations@marketo.com. Josh Hill has helped me out before, and he was awesome! (I actually nominated him for something last week, but I can't find the link now to share with you! Dang it.)

      Marisa_Rybar
      Marisa_RybarAuthorAccepted solution
      New Participant
      November 10, 2015

      Heyo! Look at that. Marketo has a support phone number as well that I never knew existed. Yahoo! I'll be foregoing the Support Case option and leveraging either the online chat or a good ole' fashioned phone number from here forward.

      Here is that contact info in case anyone needs it:

      Support:

      Americas: M-F, 6am to 6pm Pacific

      APAC: M-F, 9am to 6pm Aus EST

      Online: support.marketo.com

      Email: support@marketo.com

      Toll Free US: +1.877.270.6586

      Direct: +1.650.376.2302

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