Kindly share your feedback on how GoodFirms has been doing so far in increasing your visibility among potential clients.
As it’s just a few months since our listing on GoodFirms, it is too soon to say about any drastic visibility increase. However, we already see some referred visits to our website and hope their number will continuously grow. Also, we may say that the GoodFirms’ team is very responsive and does its best to provide excellent service and possible improvements to our visibility.
Please introduce your product and give a brief about your role within the organization.
Our UniOne product is purposed for effortless and cost-effective mass email sending via API or SMTP. Its purpose is to help businesses of all sizes to land their transactional and marketing emails in inboxes. Being easily embeddable into any web or app, UniOne thoroughly cares about sending speed and deliverability level. Meanwhile, owners and managers can focus on scaling their businesses.
My role in the company is mostly about finding new ways and features to improve the experience our customers get from interacting with our product. Since we want to be real friends to our users and satisfy all their crucial needs, we are trying to listen to their additional desires and predict them.
What was the objective behind coming up with this software?
Ten years before developing UniOne, we were evolving another product - a more complex email marketing platform. This product prospered in the CIS market and is still growing worldwide as Selzy. It provides a full range of tools for successful email marketing - email builder, contact list management, A/B testing, trigger scenarios, etc. And the more it grew, the more its customers’ needs grew. Thus, one of the largest clients with millions of users decided to make interaction with them more efficient. So they decided to try using a customer development platform (CDP). Still, there stayed a need for a reliable solution for email communication with their audience. Plus, they already had a trusted partner in this field. So we decided to follow their need and make an email transport with fewer “marketing” features but more speed and attractive pricing. It was also expected to be easily integrated with any other IT system to deliver emails by request. And that is how UniOne appeared with its powerful set of APIs. Later, we added SMTP integration to widen our audience and began developing new features to make it more useful.
How is your software beneficial from a value addition perspective to the clients compared to other software alternatives available in the market?
Our clients always stated that our main advantage was in our customer support. When we started, we were the only service in this field providing responsive 24/7 technical support for everyone, free of charge. Our expertise helped customers start email marketing with the lowest effort. We tried to make our product so easy to use that the companies didn't need to hire specific specialists to deal with it. So, businesses could save money. Besides, UniOne's pricing was the most competitive in the market from the start. And that's made our customers' ROMIs increase more and more rapidly.
What industries do you generally cater to? Which industries in general are highly benefiting by using your software?
Actually, we don’t limit ourselves to catering to specific industries. You know, nowadays, emails are used in almost every business, which is presented online. Thus, anybody can be UniOne’s customer. If defining niches in which we have many clients, I can name e-commerce, e-learning, fintech, ticketing, gambling (responsible only), and related.
What are the key features of your software that makes it stand apart from your competitor products in the market?
The main feature, I suppose, is that we do really care about what our customers actually need. As I mentioned, we are constantly improving our product depending on which extra features our users want. Among them, I can specify a drag-and-drop email builder with ready-to-use templates, which makes creating first notifications easier. We also provide analytic reports with dashboards and an option to export them in CSV files. Another helpful option is dedicated IPs with an automated warm-up and user management. Plus, we allow making independent projects to differentiate sending. It is a popular feature among big enterprises and those who want to use UniOne as a white-label solution (which is also possible). One of the newest - is the tag management for effortless tracking email campaigns, and we have many, many more...
What is the customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
Due to the questionnaires, our customers fill out after chatting with our support team, their satisfaction level is about 4,5 out of 5. As we appreciate any feedback our clients can provide, we thoroughly collect their ideas on what we may improve. After that, we put the most common suggestions in our backlog for further implementation. This year, we also want to do more profound research on what our users think about us to figure out the next steps we should take to meet their expectations.
Are your customers repetitive? If yes, what is the percentage of repeat customers that you have?
Yes, most of our customers are repetitive, and we work based on a subscription model. But, of course, nobody is perfect, and honestly, not 100% of our newly subscribed users stay with us. Usually, among all who tried our service for at least 4 months and realized it fits their needs, about 80% continue partnering with us.
Does your software product provide any resource or knowledge section for its users? If yes, what kind of material is provided to your users to help them get acquainted with your product?
Yes, we have a primary “Knowledge Base” describing all the main features. Also, we provide complete API documentation, which we are trying to make as straightforward as possible. Plus, even though users can’t find the needed information themselves, our customer support is always at their service.
What kind of support system do you offer to your clients for catering to their queries and issues?
We provide 24/7 technical support available in chat and via email. Also, our customers can get a dedicated team to solve their queries and obtain specific expertise help in their email delivery for an extra cost.
What has been the revenue for your product for 2022?
Where do you see your product in the next 10 years?
We’d like to become as famous as the “giants” like Mailgun and Sendgrid staying friendly and customer-oriented at the same time ;)
