Adrien Chastain has been the Lead Project and Campaign Manager at Dartagnan for over 3 years now. He leads a team consisting of Campaign Managers and Project and Campaign Managers. Their mission is to support users of the solution in their usage. Adrien explains how Dartagnan handles client support on a daily basis.
Hello Adrien. To start, could you tell us about your journey that led you to Dartagnan?
Originally, I have a background as a web designer and graphic designer. From relationship marketing agencies to freelancing and working with advertisers, I’ve covered the whole spectrum! I worked with several major fashion brands, including Jules, which was a client of Dartagnan. Throughout this journey, I learned to manually code HTML, which was quite a hassle. When I started using our solution, it completely changed my approach to the job. When I was about to return to an agency, a position opened up at Dartagnan. Today, I am the Lead Campaign and Project Manager.
At Dartagnan, you manage a team focused on client support. Can you explain what you do on a daily basis?
If I had to explain it simply, I’d say we are super users of Dartagnan. Our primary mission is to support Dartagnan users in mastering our tool on a daily basis. This can take many forms.
From onboarding to service provision, including training and facilitating usage points, we intervene at different stages of the client journey with a constant concern: enabling users to fully utilize all the features of the Dartagnan email builder and to use it in a fluid and agile manner.
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We also handle the support aspect, which means providing continuous written or phone assistance to all our clients.
We support the evolution of the solution, particularly by testing new features in their deployment phase.
Finally, we perform monitoring to continuously test the compatibility of emails produced in Dartagnan with different devices, operating systems, email addresses, or clients.
In short, you are experts in the solution. Can you explain what this expertise entails?
t’s quite broad. Obviously, our primary expertise is with the Dartagnan solution. We support many of our clients with questions about using the solution, its features, and provide advice on best practices (code weight, optimal image sizes or buttons, etc.).
But it’s important to understand that an email is not just about the HTML code produced by Dartagnan, which could be considered, in a way, pure and optimized.
The email integrates into a complex ecosystem, and various actors can alter its behavior and display. Where we make a difference is that we also have significant expertise in this entire ecosystem. For example, on the issue of compatibility, we can distinguish between a code problem and a compatibility issue. We know how an email will behave depending on the device, OS, or email client used.
For routers, it’s the same: we know that some routers will modify the code more or less, and we know what and how to anticipate it. We have even connected clients using the same router to share experiences.
| Learn more: Discover how using Dartagnan helped the Motoblouz teams reconnect with email marketing and streamline their processes. |
You briefly mentioned support. This is a central aspect of Dartagnan’s client support.
Indeed, yes. All Dartagnan users have access to support through a ticket system or by phone. We provide continuous assistance to ensure that our users are never left to fend for themselves. This is especially true for new users shortly after their training.
In the end, the questions we receive are not just about using the solution. They often cover much broader topics. But thanks to our expertise in the CRM world, we can provide answers to all types of questions: usage questions, development requests, compatibility, routers, etc.
If you had to summarize your approach to client support, what would you say?
I’d start with an anecdote. Many of us on the team were first convinced users of Dartagnan from the advertiser side. This is important because it explains our approach. We easily put ourselves in our users’ shoes, understand, and anticipate their usage difficulties.
Then, our specificity is to try, as much as possible, to personalize the responses we provide to our clients. Indeed, our goal is always to make our users’ daily lives easier and their use of the solution smoother.
There are always several different ways to achieve something in an email. Our role is to analyze the context, objectives, but also the tools and resources available to the teams. We can then advise them on the most optimal use of the solution and the most effective ways to achieve their goals.