To be sure of the capabilities and commitments Titan offered, Name.com started selling Titan for its new customers in Jan 2022. Within 1 year of launch – Name.com saw exceptional results with the Titan partnership:

With the results seen for its new customers, Name.com wanted to expand the partnership and migrate its thousands of existing email accounts to Titan. However, despite the evident need for change, like most other web presence providers, Name.com was hesitant to migrate due to the daunting task of email migration and risks such as high customer churn, data loss, and potential DNS setup complications.

Titan team made the migration process seamless for Name.com and handheld Name.com during the entire migration process.

Before we dive into the migration process, here’s a 2 min video where Carlos Armada, Product Lead at Name.com, talks about the impact and outcomes of their partnership with Titan.

Communication: the key to winning customers over

Central to the successful migration was effective communication:

• Customers were kept in the loop, with detailed timelines for every migration phase.
• For the users impacted by DNS changes (where Name.com did not control DNS) or who need to change any configurations in 3rd party clients, timely communications were sent to users in both source and destination systems via appropriate mediums (Emails and in-app hooks).
• A custom pricing model ensured no sudden spikes in costs for customers until their next renewal. This allowed users to familiarize themselves with Titan's offerings without being impacted financially.
• Comprehensive FAQs were curated to answer user queries about the migration preemptively.
• Specific steps requiring customer involvement were highlighted and communicated promptly.
• To address any post-migration concerns, Titan offered dedicated support around the clock.

Sample communication plan created for Name.com

A landing page was created for Name.com customers to get migration acceptance.

The results in numbers

Through meticulous planning, Titan ensured users don’t have to face any interruptions or downtime due to the migration:

• Users simply logged into the new Titan environment on the stipulated day, finding all their new emails, calendars, contacts, email rules, and all other data created in the source platform in Titan without any downtime.
• The technical strategy was solid. All user data was transferred before the Mail Exchange (MX) switch.
• A continuous differential migration was deployed post-MX switch. For 2 weeks after the switch, any email mistakenly directed to the old email service due to DNS propagation delays was also forwarded to Titan. Hence, not a single email was missed.

he migration to Titan proved remarkable, with impressive statistics that speak to our team’s unwavering dedication to excellence.

The post Name.com’s Migration to Titan : A Game-Changer for Revenue Growth and Customer Satisfaction appeared first on Email Service Suite for Professionals and Businesses: Try Titan Email.

The Titan-managed migration that delivers results​

As with all Titan-managed migrations, Titan undertook the following approach.

• Ownership and line of sight

The Titan team took project management ownership and created a detailed project plan encompassing the full scope of the project with clear ownership visibility and timelines between both teams.

 

• Minimal resource commitment required from Name.com

The Titan team created all the necessary artifacts to maximize user acceptance and make the experience painless and delightful.

• Technical ownership and delivery

The Titan team took project management ownership and created a detailed project plan encompassing the full scope of the project with clear ownership visibility and timelines between both teams.

The Titan-managed migration that delivers results​

Titan’s migration was a testament to efficiency. Name.com achieved a comprehensive transition with minimal intervention from the Name.com side. 

The entire migration was completed within 1.5 months, with most of the heavy lifting done from Titan’s side:

• Only one project manager and a single engineering resource were required from Name.com, each dedicating two weeks of effort.
• Titan spearheaded the initiative by forming a specialized migration team, including a migration tech owner, product manager, strategic partner manager, and other crucial roles.
• Titan took the reins, devising the entire project plan and technical specifications and ensuring transparent customer communication. This proactive approach eliminated ambiguities for Name.com.

Communication: the key to winning customers over​

Central to the successful migration was effective communication:

• Customers were kept in the loop, with detailed timelines for every migration phase.
• For the users impacted by DNS changes (where Name.com did not control DNS) or who need to change any configurations in 3rd party clients, timely communications were sent to users in both source and destination systems via appropriate mediums (Emails and in-app hooks).
• A custom pricing model ensured no sudden spikes in costs for customers until their next renewal. This allowed users to familiarize themselves with Titan's offerings without being impacted financially.
• Comprehensive FAQs were curated to answer user queries about the migration preemptively.
• Specific steps requiring customer involvement were highlighted and communicated promptly.
• To address any post-migration concerns, Titan offered dedicated support around the clock.

Sample communication plan created for Name.com

A landing page was created for Name.com customers to get migration acceptance.

The results in numbers

Through meticulous planning, Titan ensured users don’t have to face any interruptions or downtime due to the migration:

• Users simply logged into the new Titan environment on the stipulated day, finding all their new emails, calendars, contacts, email rules, and all other data created in the source platform in Titan without any downtime.
• The technical strategy was solid. All user data was transferred before the Mail Exchange (MX) switch.
• A continuous differential migration was deployed post-MX switch. For 2 weeks after the switch, any email mistakenly directed to the old email service due to DNS propagation delays was also forwarded to Titan. Hence, not a single email was missed.

he migration to Titan proved remarkable, with impressive statistics that speak to our team’s unwavering dedication to excellence.

 

The post Co-creating with customers: The path to building a high NPS email product appeared first on Email Service Suite for Professionals and Businesses: Try Titan Email.

Defining the vision

At Titan, as young players in this space, we’ve long believed that choosing the right problems to solve is as important as actually solving them. Over the past two years, and by working with some of the most innovative players in web presence, we’ve chosen three specific areas of focus that will become long-term investments for our business.

These areas of focus are:

Product Innovation

Building a product experience that re-orients email to solve specific problems and use-cases for businesses

Commercial Innovation

Delivering revenue growth to Titan’s partners proportionate to the growth of our customers.

Co-creating with Partners

Building deep relationships with Titan’s partners allows us to make long-term product and commercial bets to move the industry forward.

Product Innovation: Your hosted email needs to be at least as good as free Gmail, or you aren’t doing it right

We have seen this repeatedly: great products solve specific problems for specific people. At Titan, we believe in solving for our core audience and bringing that innovation to the mainstream. 

 

Our customers are solopreneurs and small businesses. They are inventors, innovators, and creators. They are salespeople, marketing, operations, and customer support—people who are using email to grow their business and their brand. They are our most loyal customers, and so we’ve chosen to focus on the parts of their email experience that matters to them.

Great email is table stakes.

Today, if the hosted email service that you sell isn’t at least as good of an experience as Gmail, then you are not doing it right. Because then, you are worse than a free product. If your app requires any technical ability to set up, or if your customer is expected to implement their IMAP settings or MX records, you’re losing.

 

At Titan, we’ve found that investing in making email as easy to use as free Gmail with native apps, automatic MX configuration, and zero-setup has had the largest impact on user activation and retention, with a different boost to both new and renewal revenue.

Smart tools that solve for our core persona

As Titan began experimenting with identifying and solving some of the specific problems for small businesses, we realized that the features needed were some of the most simple things that would make the day-to-day tasks easier:

Follow-up Reminders

Solo business owners and small teams don’t typically have CRMs, so there is no easy way to track their communication. To tackle this roadblock, we built follow-up reminders, which allow users to ask to be reminded if they don’t receive a reply from their prospect or sales lead.

Email Templates

This feature lets customers simply save and reuse their commonly sent emails as templates so they don’t have to recreate the wheel each time, solving a very real need for sales teams who consistently send the same or similar emails to prospects. By templating their messages, they can save hours of mundane time.

Commercial Innovation: Meet customers where they are and equip them with what they need

“Email of the future” can only work if a sound business model is behind it. Email has to become a strong revenue center. At Titan, we make the maximum financial investment in our apps’ improvement and performance because we want to make the maximum investment in growing our business. And we feel that hosting companies have to be participants in that same investment and get the same returns.

So, we’ve implemented three models to meet customers where they are and equip them with what they need.

Free Trials

Making email at your domain as easy as a free Gmail account makes getting a business email frictionless. We’ve seen success at Titan with two major partners:

• WordPress.com customers get 3 months of Titan for free, wherein they can set up their email account and access their email with one click. By making this experience entirely frictionless, we’ve seen a 60% conversion from free trials to paid plans.
• Name.com customers get 3 months of free email, requiring zero setup. The customer simply inputs their email address and password, and the MX setup happens in the backend. Making it simple and hassle-free results in higher email attach rates, and drives retention, revenue, and LTV.

Integrating email within every surface of your platform

Once a user sets up their hosting account, that’s typically where they’ll live. So, we have to go where the customers are by integrating into cPanel. And we feel that everybody in the industry should be doing this! As a hosting company, you shouldn’t have to be spending months integrating an email solution—it should be as simple as installing the plug-in for your customers and integrating billing. By meeting the customers where they are, we see growing email attach rates, a surge in retention, and increased customer satisfaction.

Brand equity

Customers use email an average of 150 hours per year. That’s 150 hours of branding that you’re missing out on because they’re using Gmail and Outlook clients to consume the email service you’ve provided them. At Titan, we found that once we built a highly accessible and user-friendly experience, 70% of customers began to use Titan apps, both desktop, and mobile, instead of accessing it from a 3rd-party client. By having a customer interface where you can control the branding and offer a great experience, the customer will attribute it to your brand; you can take back those 150 hours of branding and make a major impact on commercial innovation.

Co-creating with partners: Establish a shared upside with co-owned goals and a revenue-share model

We can’t create the future of email without the involvement of the industry in understanding the hosting customers’ needs. A true partnership is needed between Titan and web presence companies, where the pricing, packaging, persona, and geography are all determined by our partners so we can ensure that we’re providing the best email experience possible.

At Titan, we’re not on a mission to be another vendor for the web-presence industry. To be successful, we truly believe that there has to be a shared upside with a revenue-share model, which will ultimately provide returns on our long-term investments. We set and co-own growth-oriented goals with our partners and keep a common and continuous line of communication open.

 

One recent example of this for Titan began in October of 2020 when we spent two months looking at data and the opportunity for an MVP launch with a partner and identifying the friction points. Upon the launch, we immediately doubled the partner’s email attach rate, and through experimentation, by March 2021, we had doubled the attach rate again. Currently, this partner is seeing 8x the initial volume following Titan’s philosophy of co-creation.

With these three ingredients for success—product innovation, commercial innovation, and co-creation—we are working with the industry to define how businesses can leverage email to make it a purpose-driven tool that ultimately helps people, brands, and companies grow.

We as an industry have to start by raising the bar and leaving behind the “normal” standards of hosted email services—email that has poor-to-no UX and requires a highly-technical person to implement and needs to be manually configured on mobile.

 

Together with the industry, we can make a real impact and co-create the future of email together!

The post Co-creating the future of email with the web-presence industry appeared first on Email Service Suite for Professionals and Businesses: Try Titan Email.

New releases for customers

Schedule Send

Some of Titan’s new features, like Schedule Send, give customers a specific reason to upgrade their accounts. With Schedule Send, they can email smarter by writing messages on their own timeline and setting them to send when they’re most likely to be read.

Follow-Up Reminders

For customers that don’t want to anxiously wait for replies to their most important emails, Follow-Up Reminders provide another reason to upgrade. Now they can send out their messages and move on, with an assurance that they’ll get nudged to circle back when the time is right.

Multi-Account Support

One of the most commonly requested features –– Multi-Account Support –– was recently released. Now over 16% of daily active users on our mobile apps are using it to access the various Titan accounts they’ve set up. Not only does this feature drive activation, but with customers tied to multiple Titan accounts, retention rates also climb.

Email Composer Upgrades

To create a better user experience when writing emails in Titan, we’ve rolled out some major improvements to our message composer, including enhancements to the toolbar, new image and formatting capabilities, auto-complete suggestions and more.

1-Click DNS Setup

To get customers activated faster, we built a domain verification flow into the Titan control panel. Since it launched, DNS-related support tickets have been reduced by 50%. We also now support Domain Connect, which enables customers to set their DNS records with a single click.

Import Email

Since our Import Email tool went live, 8% of active customers have already moved messages to Titan. Not only does this keep customers in their accounts, but it also pushes a mailbox closer to its storage upgrade threshold.

Import Contacts

Based on our research, 30% of users who dropped off after setting up Titan did so because they no longer had access to their old contacts. With our new Import Contacts tool, it’s now a significantly smoother transition to Titan for these customers.

What’s coming for customers?

Email Templates

7.5% of all feature requests are from Titan customers who want to use preloaded email templates or be able to save their own messages as reusable templates. Titan’s new Email Templates will create the perfect upgrade opportunity for these users who want to take their email outreach to the next level.

Rich Signature Builder

50% of customers who took the Titan onboarding survey told us that they wanted an easier way to create a professional email signature that includes their logo and links to their website and social profiles. With our Rich Signature Builder, they’ll be able to quickly craft a polished sign-off for their sent messages.

Advanced Search

Few things frustrate email users like an inability to quickly find an old email that they know is in their inbox. We’re beefing up Titan’s search capabilities and adding Advanced Search options so that users can find that needle in the haystack without having to dig through their inbox.

New releases for partners

Partner Admin Panel

Over 50% of the support tickets for email are related to incorrect DNS settings, mail deliverability and blocked or suspended domains. The new Titan Partner Admin Panel can reduce the typically painful resolution processes for these tickets down to a simple search.

• Search and manage customer’s accounts – At a glance, your team can perform a status check on any domain and take immediate action on its accounts, suspend it for abuse, modify the customer’s plan, reactivate deleted accounts and more.
• Take control of your customer’s accounts – Log into your customer’s Domain Admin Panel to directly help them create mailboxes, set their MX records and do whatever else they need to get going.
• Troubleshoot delivery issues – Quickly troubleshoot mail delivery issues by instantly searching through terabytes of SMTP logs to find the exact sequence of events that a particular email went through and where it got stuck.
• Track and prevent abusive behavior – Our robust abuse tracking algorithms ensure that our IP reputation is immaculate and mail delivery on Titan is never compromised. We track and store every nefarious act on our platform and make that information readily available to you.

Business Intelligence: Analytics Dashboards

If you don’t know how customers use the email you sell, it’s tough to convert and keep them. With Titan, you’ll get access to all of our data via customized dashboards, insightful graphs and raw event feeds so that you can instantly track trends in account creation, usage and churn.

What this all means for you

We are already seeing email account signup rates double in some of our biggest partner pilots. Upgrades are on the rise too. And with new features like Schedule Send and Email Templates paving an upgrade path for more customers, we’re excited to see an even higher increase in revenue in the coming months.

Beyond increasing monetization, we’re hyper-focused on retaining these valuable customers by delivering a product that they are delighted to use. Enhancements to the Titan composer and the addition of Multi-Account Support and our import tools not only address your customer’s core needs, they do so in a way that creates a gratifying experience.

At Titan, we see ourselves as an extension of our partner’s teams and work hard to provide you with tools that match the quality of those we build for your customers. With our Partner Admin Panel and Analytics Dashboards, we can ensure that you have full transparency and complete control of your customers.

Stay tuned for more announcements on our new releases!

The post What’s new in Titan? appeared first on Email Service Suite for Professionals and Businesses: Try Titan Email.

It’s no secret that exceptional customer support goes hand-in-hand with customer satisfaction. When an email-related support ticket leads to a lengthy back-and-forth across multiple channels, customers get frustrated and your activation, usage and retention rates feel the wrath.

Which is why we are excited to introduce the Titan Partner Admin Panel. With Titan, you have complete control over your customer’s email accounts. Everything needed to enable you and your team to provide superior support and prevent abuse is literally at your fingertips.

Of course, we can handle Frontline L1 support as well. But Titan also enables you to confidently take over the support reins. Let’s take a look.

Turn support sorrows into customer success stories

Over half of the support tickets for email are related to incorrect DNS settings, mail deliverability issues and blocked or suspended domains. So we’ve built the Partner Admin Panel in a way that can reduce most resolution processes down to a simple search.

Search and manage your customer’s email accounts

Titan provides a bird’s eye view of any domain and its order information. At a glance, your team can perform a status check and swiftly respond to customer’s queries for things like broken DNS records and disk space utilization. You can take immediate action on an account, suspend a domain for abuse, modify a customer’s plan, reactivate deleted accounts and more.

Take control of your customer’s accounts

Log into your customer’s Domain Admin Panel to directly help them create mailboxes, set their MX records and do whatever else they need to get going. This also provides your team with a significant advantage when helping customers over the phone.

Instantly search terabytes of SMTP logs and troubleshoot delivery issues

Email-related queries from customers are often tied to deliverability –– either sent messages not reaching their destination or incoming emails getting blocked before the inbox. There are a number of factors that cause delivery issues, including abusive behavior, delays and deferrals, bounces, incorrect email IDs, disk space exhaustion and many, many more. In fact, there are over 20 different error codes and response codes that we see for mail delivery, each with their own unique reasons.

In our Mail Logs tool, you can search by email address to surface the exact sequence of events that a particular email went through and where it got stuck. Instant access to this information will make it much easier to resolve most of your customer’s delivery-related issues.

Track and prevent abusive behavior

Our robust abuse tracking algorithms ensure that our IP reputation is immaculate and mail delivery on Titan is never compromised. We track and store every nefarious act on our platform and make that information readily available to you.

Business intelligence: Track signups, usage, retention and more

At Titan, we believe in complete data transparency. Your team will get real-time access to all of our data via customized dashboards, insightful graphs and raw event feeds. You’ll be able to instantly see trends in account creation, usage and churn. And together, we’ll be able to analyze the data and determine what exactly is needed to move the needle.

The Titan Support system

In working with Titan, you are our true partner. We provide you with complete visibility and control over your customers so that together we can track performance, troubleshoot issues, quickly answer queries and stop email abuse within your customer base.

Like everything we do at Titan, building our Partner Admin Panel was a data-driven decision. We analyzed support trends, learned from partners where their teams were struggling and built a tool to improve the experience for everyone. Combining this data-driven development approach with the level of detail we put into partnerships is how we’ll help double the money you make from email.

The post Giving you the keys to unlock exceptional customer support appeared first on Email Service Suite for Professionals and Businesses: Try Titan Email.

Block the exit with Import Email

The email service your customers need

The post Stop sending customers back to their old accounts appeared first on Email Service Suite for Professionals and Businesses: Try Titan Email.

Broken records

1. MX records point to a different provider.
2. DNS points to a different provider.
3. The domain is unregistered.
4. The nameservers are invalid.

Make it easy to make it right

The Titan difference

The post You lost me at DNS appeared first on Email Service Suite for Professionals and Businesses: Try Titan Email.

Sharing metrics that matter through custom Dashboards

Tracking email signups

Are your customers sending emails? Tracking email usage

Are your customers breaking up with you? Measuring retention by cohorts

A Two-Way Street

The post Sharing the email data you need to win appeared first on Email Service Suite for Professionals and Businesses: Try Titan Email.