Behind every great software is the team that helps keep it great. At Campspot, our dedicated team of support professionals passionately and expertly assist our customers every day. Read on to learn more about the customer service team members who make Campspot possible.
Meet Campspot Support
Our customer care team is composed of customer success managers and technical support agents. Customer success managers assist with long-term account management and growth opportunities, while our technical support agents are nimble problem-solvers who handle our customers’ day-to-day needs.
Throughout this article, we’ll hear insights from Erich Weinberg, Head of Customer Support. Let’s dive into Campspot’s customer support philosophy and what makes it special.
Erich: At Campspot, our support organization is committed to providing exceptional assistance and guidance to Campspot users by ensuring they make the most of their campground/RV park reservation software. We understand the unique needs and challenges faced by campground operators, and our mission is to equip them with the necessary tools and knowledge for success.
The main goal of our support team is to take care of the individual needs of your park, whether that’s related to onboarding training, general inquiries, custom setups, reservation management, reporting, or integration and customization.
We guide customers through the setup process, help optimize reservation processes, promptly address concerns and technical issues, and keep users informed about updates and new features. We also assist with integration and customization to align Campspot with specific campground workflows. Our unique ability to look through the scope of a campground owner’s eyes truly allows us to be a standout partner for success.
Our support team is obsessed with customer service. We strive to foster positive, long-term relationships with our customers and serve as a trusted advisor and resource in the broader outdoor hospitality industry. When customers contact Campspot Support, we are dedicated to supporting them on all levels.
“Our unique ability to look through the scope of a campground owner’s eyes truly allows us to be a standout partner for success.”Erich Weinberg, Head of Customer Support
One hallmark of Campspot is our continuous improvement of both core software features and customer support capacity. For example, from January to June of 2023, our support team achieved the following milestones:
- 85% improvement in our average ticket handling time
- 80% improvement in our average time to first response for email tickets
- 91% improvement in our average time to close voicemail tickets
- 32% improvement in the number of tickets closed within 24 hours
While some teams develop a software product, put it out into the world, and forget about it, we focus on continuous innovation and cultivating long-lasting relationships with our partners: hardworking campground owners, managers, and staff. Because your job is already challenging enough, accessing reliable and competent support shouldn’t be.
Explore Helpful Articles on the Software Blog
As an outdoor hospitality industry leader, we stay on top of emerging trends, features, and tactics to empower our customers. This is reflected in the content on our software blog.
Recent articles include the following:
- How to Leverage Astrotourism as Part of Your Campground’s Revenue Strategy
- Safety First: How Campspot’s SOC 2 Certification Protects Your Campground
- 8 Smart Questions to Ask During a Campground Software Demo
These educational articles about pressing industry topics help owners relate to one another, ideate, and grow their businesses.
We also frequently interview current Campspot customers to understand their unique brands of camping, experience using Campspot, and impression of our customer service team. In a recent interview with an award-winning California resort, their general manager had this to say about our team:
“I got an email from Campspot’s COO congratulating us on winning the awards. That would have been unheard of with our prior software. I didn’t know anyone’s name. That’s not the feeling you have with Campspot. With Campspot, you feel the support and that their whole team is there for you. I can’t say enough nice things about my account manager.”
Access Timely, Complimentary Resources
As part of our commitment to help campground operators grow their businesses, we periodically develop digital guides to save operators’ time and help guide their business decisions. Check out our latest free resources:
- Growth Strategies for Your Campground
- Email Marketing Templates for Campgrounds
- How to Sell Reservations for the Annular and Total Solar Eclipses
Beyond our reservation management platform, Campspot has cultivated a trusted partner network to add value to every facet of managing and running a successful campground. As an extension of our high-quality service, Campspot negotiates exclusive deals with third-party vendors ranging from web design services to broadband Wi-Fi providers. To ensure our partners deliver the same value that we promise to software users, we undergo an extensive partner vetting and selection process so you don’t have to.
The Campspot Certification Program
In addition to on-demand customer support, we recently launched the Campspot Certification Program. This self-guided learning experience allows new and existing Campspot users to become more proficient with the software.
“Level 1 Certification: Front Desk Fundamentals” covers navigating the reservation grid, handling group bookings, penciling in administrative holds, and more. Customers can also look forward to achieving future certification levels through this evolving program.
How to Get in Touch
There are various ways customers can interact with our customer support team, depending on their needs.
First, our Knowledge Base is a clearing house for all software self-help topics, including troubleshooting, video tutorials, new feature release notes, and much more. Second, we host live, educational webinars on common training topics, such as Don’t Leave Money on the Table. We also have dedicated staff who monitor support tickets through email and are available by phone call.
Eric: Campspot Support is available six days a week, Monday to Friday from 9 a.m. to 8 p.m. Eastern Time and Saturday from 9 a.m. to 6 p.m. Eastern Time. Outside of these hours, customers can leave a voicemail or send us an email, which automatically creates a trackable support ticket for our team to review later.
We know how stressful it can be to reach out for help and not speak to an actual human or hear back for days. When you contact Campspot for support, we pride ourselves on same-day responses as much as possible and are always prioritizing our customers’ concerns behind the scenes.
Eric: If an agent is available and you contact Campspot Support by phone, you will be assisted immediately. If you send an email or leave a voicemail, our average response time is 5.4 hours.
If you have an urgent issue and are not able to get in touch with our team, rest assured that we have received your inquiry and will respond to it in the order in which it was received. If there is a system-wide issue affecting multiple customers, there is a high likelihood that our team is already aware of the issue, that we have all hands on deck, and that we are proactively working towards a solution.
True to our mission since day one, Campspot remains more than just a reservation and campground management software. It was built by campground owners for campground owners. At our core is a team of camping-loving humans dedicated to helping your campground succeed. We hope you have enjoyed learning more about the people and resources that keep our software successful.
Haley Dalian is a lifelong Michigander who takes advantage of recreation throughout the state’s changing seasons—from snow skiing to scuba diving in the Great Lakes. A former Campspot marketing manager, Haley holds a B.A. degree in public policy from Michigan State University and an M.S. degree in sustainability from the University of Michigan. She is passionate about environmental stewardship, exploring the outdoors, and has never met a potato she didn’t like.