Has anyone been frustrated with the technical competence of Emma support?

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  • Updated 10 months ago
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Why is it that support can't figure out how to provide a workable email signup form for my website? Has anyone been frustrated with the technical competence of Emma support?
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Posted 11 months ago

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Karen Murphy

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Steve - YES.  We can't figure out why the support on website forms is so lacking. It doesn't make sense, other areas in Emma seem so well-developed and supported.  We've worked with other email marketing software, and it was way easy to take to the form code, give it to my web team, and we style it and use the form pieces however we wish.  We are running into brick walls with Emma forms. We've been told "sorry we can't do that" for seemingly basic asks. We're looking to insert the Ninja Forms plugin to sit in between Emma and our site.  I'll let you know how it works out.
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Sumithra Sudhir

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We are exactly in the same boat. We hear a lot of "no". I am frustrated with the support and the response rate from Emma Support. 
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Grey Stepp, Support Team Manager

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Hey there Sumithra, 

I hate to hear of your frustration.  I'm going to reach out via email to get a little more context around the issues you've had and see how we can help moving forward. 

- Grey 
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Benton Cummings, Senior Manager, Customer Support

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Hi Steve and Karen,

I hate to hear of the frustration, and I can assure you we're definitely interested in helping to solve your signup form woes! We also really appreciate the feedback, and are reviewing your interactions with us so we can help improve your experience, both with us and our product. We'll ensure that product limitations are elevated to our product team so we can consider those in our roadmap moving forward, and we're constantly leaning in on your input and our experience with you and our other customers to help learn how we can be more effective for you when you reach out to us. Thanks again for sharing your thoughts with us, and we'd welcome any expansion on those thoughts to help us work better for you!

Steve, I just spoke with you, and I think we have some good thoughts on what might be happening with the form, and we'll make sure we get those suggestions in front of the right folks working on your site to get things ironed out. That email should be outbound very shortly.

Karen, you're right, we don't currently offer the raw code for signup forms currently, and we're absolutely elevating that to our product team as an option you'd like to have moving forward. We do offer some javascript options with our classic signup forms, which offer some extended options in terms of CSS styling, and those are now mobile-responsive. Please feel free to elaborate a bit more on exactly what you're looking for from our forms- we'd love to hear more of your thoughts!