FastSpring Wins "Customer Service Department of the Year" Silver Stevie Award in 2014 International Business Awards

Stevie Silver International Award 2014 Customer Service Dept of Year Fastspring

Santa Barbara, CA—August 13, 2014—FastSpring was named the winner of a Silver Stevie® Award in the Customer Service Department of the Year category in The 11th Annual International Business Awards today.

The International Business Awards are the world’s premier business awards program. All individuals and organizations worldwide – public and private, for-profit and non-profit, large and small – are eligible to submit nominations. The 2014 IBAs received entries from more than 60 nations and territories. More than 3,500 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories. FastSpring won in the Customer Service Department of the Year for Computer Services and Computer Software.

This is the second year FastSpring, a digital commerce industry leader that offers a complete e-commerce solution for payments and subscriptions, was awarded a Stevie. “FastSpring strives to develop and maintain superior customer relations, addressing client questions quickly and accurately,” said Chris Lueck, CEO at FastSpring. “We are committed to helping businesses sell software and services online, and we have long been regarded as the e-commerce industry leader in delivering excellent customer service. FastSpring is honored to once again be recognized for our customer service by the International Business Awards.”

About FastSpring

Based in Santa Barbara, California, FastSpring is an industry leader of e-commerce solutions, providing vendors a cloud-based portfolio for payment, merchandising and digital fulfillment. Over 2,500 clients worldwide, from new start-ups to large enterprises, rely on FastSpring’s flexible e-commerce platform to power their web stores, enable purchasing from inside their software products, and handle both one-time purchases and recurring subscription payments. Founded in 2005, the company has been consistently ranked one of the fastest-growing companies in the world by Inc. Magazine, Deloitte & Touche, and other industry sources.

About the Stevie Awards

Stevie Awards are conferred in six programs: The International Business Awards, The American Business Awards, the Asia-Pacific Stevie Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. The sixth program, the German Stevie Awards, opens for entries on 18 August. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Details about The International Business Awards and the lists of Stevie Award winners are available at

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FastSpring Wins “Customer Service Department of the Year” Silver Stevie Award

Santa Barbara, CA– June 14, 2014 – FastSpring was presented with a Silver Stevie® Award in the Customer Service category in the 12th Annual American Business Awards in Chicago last night.

Stevie Award Silver 2014The American Business Awards are the nation’s premier business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small. More than 3,300 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories.

FastSpring, a leading cloud-based e-commerce and subscription management platform for online vendors of desktop software, SaaS, and downloadable games was recognized by the Stevie Awards for delivering excellent customer service. "FastSpring is committed to providing our clients and customers with a superb support experience" said Tom Tzakis, CEO at FastSpring. "We respond promptly, resolve issues quickly, and treat clients and customers with respect and personal attention.

According to Tom, "FastSpring is committed to helping businesses sell software and services online, and we have long been regarded as the e-commerce industry leader in delivering excellent customer service. We are delighted that our unique approach to customer service has been recognized by the 2014 Stevie Awards."

Stevie Award winners were selected by more than 240 executives worldwide who participated in the judging process this year.

Stevie Awards Brochure graphic

"It’s an honor for us to recognize and celebrate such an outstanding class of organizations and individuals," said Michael Gallagher, president and founder of the Stevie Awards. "The judges were especially discerning this year. All of this year’s Gold, Silver and Bronze Stevie winners should be proud that the judges recognized their achievements and their ability to express those achievements in a way that captured the judges’ hearts and imaginations."

Details about The American Business Awards and the lists of Stevie winners who were announced on June 13 are available at

About FastSpring

Based in Santa Barbara, California, FastSpring provides an all-in-one, cloud-based e-commerce payment, merchandising and digital fulfillment SaaS platform for online vendors that sell desktop software, SaaS, and downloadable games. Over 2,500 clients worldwide, from new start-ups to large enterprises, rely on FastSpring’s flexible, next-generation e-commerce platform to power their web stores, enable purchasing from inside their software products, and handle both one-time purchases and recurring subscription payments. Founded in 2005, the company has been consistently ranked one of the fastest-growing companies in the world by Inc. Magazine, Deloitte & Touche, and other industry sources.

About the Stevie Awards

Stevie Awards are conferred in five programs: The American Business Awards, The International Business Awards, the Asia-Pacific Stevie Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. A sixth program, the German Stevie Awards, will debut later this year. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at

Sponsors and partners of The 2014 American Business Awards include Biz Talk Radio, CallidusCloud, Citrix Online, Cvent, Engility, John Hancock, LycaMobile, PetRays, and Softpro.

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SpringBoard Release Roundup: New Localization, Partner Reseller Stores, Support Articles

FastSpring - Grow Your Revenue, Award-Winning Customer Service, Safe and Secure

Welcome to our new format for SpringBoard platform release notes. Each month, we will publish a summary of public-facing release features and functionality in an expanded format. This format includes a highlight of a specific feature – in this case, our Reseller Partner Store functionality to help clients easily scale up reseller operations – that we feel has yet to receive a spotlight in our documentation or marketing communications. Also included is a roundup of recent or revised support articles, so you can find fresh items of interest to your business in our knowledge base.

Release Notes May 2014

Localization – Slovak Added, Others Updated

A full Slovak localization joins our 23 others to become the 25th language that FastSpring supports (including English). In addition, updates have been made to SpringBoard’s German, French, Dutch and Spanish localizations.

Here are the languages SpringBoard now supports: Arabic, Chinese (Traditional and Simplified), Croatian, Czech, Danish, Dutch, English, French, German, Greek, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Polish, Portuguese, Russian, Serbian, Slovak, Spanish, Swedish and Turkish.

A shout out to for Java properties support and a great UI. This SaaS program helps us manage localizations, even invite professional translators and native speakers in for collaborative review and updates. Kudos go out also to Straker Translations, a tech-saavy firm offering professional translation services that has helped us optimize our turnaround time on localization tickets.

Show email address of split account holder on the split accounts UI

For clients with a significant number of split payees – our term for affiliates, partners who may receive payment for sales credited to them – SpringBoard now shows the email address of the split account holder. This update to the split accounts UI helps with communication between FastSpring clients and their split payees.

New user role: store marketing without reports

SpringBoard’s multiple user roles are flexible permissions settings suited to the needs of small, medium and large businesses. In May, we added a new role which allows store marketing role access to a store’s setup but hides reporting functionality. As often with new functionality, this role came from clients who saw a need for a role ‘in between’ the existing roles, and we were happy to accommodate the request.

Here’s a table of all user roles within SpringBoard:

User Roles in SpringBoard

Add subscription API error codes invalid-coupon and invalid-subtotal

This SpringBoard update helps clients understand better why their API call is failing and promotes quick fixes to keep coupons and subtotals accurately presented to the end customer.

Ability to set tags using Order Creator

Tags are a free-form way for clients to do various things with pricing, subscriptions, etc. Because they cover a lot of cases, we wanted to be able to set them in the Order Creator as well. For more information on the use of tags within FastSpring’s platform, please consult the section Topics > Advanced Features > Variables and Tags in SpringBoard. In particular, the articles Working with Variables in SpringBoard and Using Optional Parameters can be helpful references.

Allow new TLDs for customer email addresses

As our lead developer put it, “There are an insane number of newish TLDs.” We’ve updated SpringBoard’s internal list to allow email addresses from these domains to allow verification of customer emails when purchasing. A useful reference for all the new top level domains is ICANN’s page New Generic Top-Level Domains and the list on the Delegated Strings page.

Featured Functionality – Partner Reseller Store

Concept: Scaling Reseller Operations

Reseller Partner functionality in SpringBoard creates a well-defined relationship between a Partner organization and the FastSpring client. It is this long-term relationship (instead of per-order) that lays the foundation for scaling up Reseller Partner operations.


  • Manage Reseller Partner relationships and signups.
  • Extend a credit limit in a secure manner, enabling immediate delivery before payment. Previous functionality required per-order approval, meaning work for the Client and wait time for the Reseller.
  • Provide tracking and reporting to the Client, per-Partner.
  • Provide per-Partner product pricing.

Reseller Partners

  • SpringBoard Portal for self-service management of orders, assigned licenses, and unassigned licenses.
  • Immediate access to licenses when a credit limit is in place.
  • Minimize data entry when placing new orders – most information is on file.
  • Access control – multiple users may manage the orders and licenses of a single organization / Reseller Partner.

For more information, you can take a look at a preliminary overview in PDF format.

New & Updated Support Articles

Along with SpringBoard updates, we would like to draw your attention to recent additions to our support knowledge base. Each month, we will be including these in the release update notes; they can be useful as touchpoints for functionality you may not be aware of, or tips and tricks in the use of SpringBoard that can help you optimize your store and grow your revenue.
Manage Your Information, Knowledge Base

Find FastSpring on the Social Net

There are a number of ways you can stay up to date with FastSpring news and engage with us socially. As a wrap up to this article, here’s a handy set of links:

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Are You Distributing Digital Games Online? 5 Things Your E-commerce Platform Must Have To Maximize Your Profits

Distributing games online is no longer a novelty. In a recent survey by The NPD Group, 36 percent of the US population plays downloadable games. With 90% of digital downloads occurring on PCs and the advancing capabilities of gaming platforms, the frequency of downloading digital games online is increasing.*

sell games online

Plus, gamers are notoriously impulsive. As Liam Callahan, an analyst for NPD, points out, “Most digital players don’t plan their purchases. They simply purchase when they find something they like.”

With the ability to download video games over the Internet getting easier everyday and the average gamers impulsiveness to buy on a whim, your e-commerce platform has to be ready to deliver the goods.

Here are five things your ecommerce platform must have to profitably distribute games online – and keep your customers happy.

Give customers more options to pay

Boost conversions by giving your customer more ways to pay, like PayPal or the ability to use any credit card. Don’t limit your customers with one or two options, give them more choices to pay and you give them more reasons to give you their money.

Localize your customers’ buying experience

If you’re distributing games online, you probably have customers all over the world. Make sure your e-commerce platform can display in local languages and customers can pay in their native currency. A localized buying experience instills confidence and security for your global customers.

Seamless Buying Experience

Gamers don’t want to have to leave their game to make a purchase. With in-app purchasing they won’t have to leave. Whether they’re upgrading, moving from trial to full version or buying new gaming content, in-app purchasing lets customers seamlessly buy more, right there within your game. Plus, cross-selling and up-selling is always a nice feature to boost sales.

Customizable web store

Customers lose trust when they get whisked away to an order page that looks completely different than the web store. Reduce cart abandonment by making sure your e-commerce provider offers full CSS customization of its order pages.

Amazing customer service

Distributing digital games online comes with it’s own set of issues. When problems arise, you want to know your e-commerce provider can make you come out looking golden. Amazing customer service will trump any minor technical glitch or operator error. Keep your customers happy and you’ll have the best marketing advocates.

The digital distribution of games online is growing – and fast. Make sure your e-commerce platform has these features and you’ll be in position to take advantage of the digital distribution revolution.

Next Steps

For information on FastSpring’s platform and its key gaming-focused features, take a look at our article Want to Securely Distribute Your Games Online and Increase Revenues? FastSpring Makes It Easy.

* Source:…

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Improve Your Payment Success Rates by Asking these 3 Questions

payment success rates

If you’re a SaaS company, sell digital products online or run a subscription-based business, minimizing failed transactions is critical.

The last thing you want your prospects to see is an error message like this:

Payment failed. Please check your credit card information or contact your credit card company. Credit card processor returned error: Credit card payment failed. (Error Code: 91553B)…

Unfortunately, after the first error message, many prospects won’t try again. If your prospects are experiencing failed transactions, chances are good you’re losing customers – and revenue.

Fortunately, there are steps you can take to maximize your payment success rate. Here are three questions you should ask about your e-commerce platform:

Are there multiple payment gateways?

Think of each gateway as a portal to a bank that can say, “Yes – we authorize this payment.”  Multiple gateways help reduce rejected payments and ensure that your customer has a smooth buying experience.  You’ll want to work with an e-commerce platform that has multiple payment gateways to choose from – domestically and internationally.  If your e-commerce platform only offers one gateway, you’re already at a disadvantage.

  • Insider Tip – If you sell digital products online, know that international payment gateways provide huge benefits.  Transactions that are initiated and completed in the same country have a higher success rate than transactions that have to get routed outside of the originating country.

What happens if one payment gateway fails?

Technical difficulties outside of your control can cause a payment to fail.  Fail-over processing prevents a transaction from failing by re-routing it to the next best payment gateway. Without multiple payment gateways, redundant processing isn’t possible.  This fail-over process is seamless to your customer, and virtually guarantees their payment will go through.

Is the payment routing optimized?

To get the most out of your e-commerce platform, intelligent payment routing is a must.  A comprehensive e-commerce platform, like FastSpring’s SpringBoard, can instantly route transactions to the best payment gateway.  Then, if there’s a service issue with the first gateway, FastSpring automatically re-routes the transaction to the next payment gateway.  That’s payment success for your customer & peace of mind for you.  How intelligent is your payment routing?

Next Steps – Try FastSpring

Want to increase your payment success rate? Let us show you how our e-commerce platform can help minimize issues and increase your revenue. FastSpring does not require exclusivity, charges no set up or hidden fees, and offers a powerful, extremely intuitive UI. For more detail on intelligent payment routing, consult our article on payment success rates.

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5 Reasons Dunning Management Can Work For Your Business

Dunning ManagementA challenge for any subscription-based business is keeping those recurring payments coming in. When they don’t, you’re left making phone calls and sending emails. You’re following up with customers about delinquent accounts, and that’s no fun. Worse yet, it’s a waste of your time.

If you’re a SaaS company or you sell software online and offer recurring billing, you need to do yourself a favor and implement a dunning management system.

Here are 5 reasons dunning management makes sense for you and your business.

Dunning Management Saves You Time

A dunning management system automatically sends out reminder notifications to your delinquent accounts. A credit card fails; a dunning letter is automatically created and sent out. Even while you sleep. Less stress. Less hassle.

Keeps Money In Your Pocket

email dunning notificationsAutomatic recurring payments are great for revenue… when they keep recurring! But credit cards expire, get cancelled, and can stop working for any number of reasons. With friendly reminders, you can prevent loss of service to your customers, which means more money in your pocket.

Reduces Your Customer Churn

We all know it’s harder to acquire customers than keep them. By sending dunning notifications to your customers, there’s less chance of losing them. They correct the often-unintended credit card problem. They happily stay your customer, which means reduced customer churn.

Increases Your Work Efficiency

No business owner wants to spend valuable time writing emails or making phone calls about failed credit cards. Dunning management means you don’t have to anymore. Your billing system does all the work for you, while you and your business roll along, efficient as ever.

Improves Your Customer Relations

Dealing with failed credit card payments can cause you to lose patience and become irritable. That’s understandable. But that’s the wrong time to call or email a customer about a delinquent account. Instead, dunning letters can help breath easier knowing that customer-friendly reminders are automatically being sent out. That way, your customer can make the correction for the credit card they forgot expired last month without friction, demands or headaches. They’re happy & you’re happy. Good dunning management functionality can create this win-win solution.

Next Steps for Subscription Businesses

Dunning management is a no brainer for any subscription-based business. If you’re not using it with your recurring billing system, move to a system that has this feature as a core component. Take a moment now to learn more about FastSpring’s dunning managment features. You can also learn more about our subscription management solution as a whole. Keep your customers, keep on-boarding new customers, and enjoy reduced churn & enhanced LTV (lifetime value) for your primary asset – your valuable customers.

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SpringBoard Release Brings Croatian Localization, Wire Transfer Client Payments in INR & Status UI Enhancements

Release Jan. 20, 2014

Croatian Localization

croatiaSpringBoard continues to expand its localization and has added a full Croatian translation as of this release.

FastSpring now supports 24 local languages, including: Arabic, Chinese (Traditional and Simplified), Croatian, Czech, Danish, Dutch, English, French, German, Greek, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Polish, Portuguese, Russian, Serbian, Spanish, Swedish and Turkish.

Payment Methods to Clients

wire-transfer-dropdownIndian Rupee (INR) has been added as a wire transfer currency for client payments. Additional currencies available for wire transfer client payments include USD, CAD, GBP, EUR, JPY, AUD, HKD, CHF, DKK, NZD, and SGD.

ACH (international direct deposit) payments are available for the following countries: Canada, Mexico, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom.


For subscriptions, a 2-year first period has been added to the many existing first period choices.

UI Updates

A UI update has added the day of the week to the tooltip for Orders by Day graph in SpringBoard reporting, for easy reference.

Larger UI updates include a move to using toggle widgets for object status throughout SpringBoard. Below we present the new UI.


  • Status box and Actions box have been condensed to one area (this is the case for every status object).
  • The left-hand phrases are now actually verbs / actions, more consistent with other UIs and fitting of the header “Actions”.
  • The most common status change Test > Active / Active > Test is now a toggle requiring no page refresh. Deeper status changes are made via the action “Change Status”.
  • Product Options are now Product Choices.
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FastSpring Named as Finalist in 2014 Stevie Awards for “Customer Service Department of the Year”

stevies-logoWe’re excited to report that our award-winning customer support department has again been recognized for excellence in service. FastSpring was just named as a finalist for the 2014 Stevie Awards for “Customer Service Department of the Year” in the Computer Software category. Congratulations to the entire customer support team!

A list of the finalists can be found here:…

Gold, Silver and Bronze Award winners will be selected from the group of finalists, and will be announced February 21st. We will publish here our final result at that point.

It is gratifying to receive this kind of validation for a great deal of hard work and dedication in serving our clients. Take a look at our Client Testimonials page to learn more about how clients have continually applauded our Customer Service team. FastSpring’s founding mission statement was and remains:

To offer a highly customizable, flexible e-commerce solution focused on adding value and increasing revenue for clients, while providing the best customer service in the industry.

About the Stevie Awards

The Stevie Awards are organizers of the prestigious Stevie Awards for Sales & Customer Service, American Business Awards, International Business Awards, the Stevie Awards for Women in Business, and the new Asia-Pacific Stevie Awards. The Stevie Awards for Sales & Customer Service recognize the achievements of sales, business development, customer service, and call/contact center professionals worldwide. The awards are judged each year by several hundred executives around the world.

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Selling Software Online? How To Reduce Cart Abandonment In 6 Easy Steps

Cart abandonmenet selling software onlineAre online shoppers abandoning your shopping cart instead of buying? If so, you’re not alone. Research by Baynard Institute, incorporating 21 different studies over 8 years, shows that over 65% of online shoppers who start to make a purchase will ultimately abandon their cart.

If you sell software online, there are trusted strategies for decreasing your shopping cart abandonment rate. Here’s how to convert your prospects from order page visitors to new customers – and start earning more revenue.

Reassure your prospects with images

Think that you don’t need a representative image of your software? Think again. Graphical content – even when you’re selling software online – is crucial. VoucherCloud found that 92% of people identified ‘visuals’ as being a top influencing factor that affected their purchase decision. Additionally, multiple images of a product increased sales by 58%. Software used to call for a “box shot”; now it calls for brilliant eye-catching icons.

Close the deal with videos

It may be easy for your existing customers to use your desktop software or SaaS offering, but you want to make sure your prospective customers recognize and understand this, too. According to Kissmetrics, a short video tutorial or demonstration can help reduce cart abandonment rates and increase sales. Product videos, especially those that are short, fun,  even ironic, and include catchy music (which viewers can turn off easily if desired) will help seal the deal.

Anticipate last minute questions

Don’t lose sales because your prospects have “one more question,” but no idea how to reach you. MarketingExperiments found that displaying your contact information at checkout is a smart way to minimize cart abandonment.

Make your checkout process simple

Time is money. Research shows that the less time it takes to complete the checkout process, the higher the conversion rate. Additionally, having a progress indicator during checkout helps people visually see where they are in the checkout process.

Just say no to registration

According to research by Convince & Convert, a staggering 86% of people leave a website when asked to create a new account. Offer new customers a guest checkout option instead. You can always prompt people to register with your site after the purchase is complete.

Provide peace-of-mind with “trust logos”

Research shows that 80% of consumers feel safer seeing trustworthy credit card logos prominently displayed throughout the website. By including those logos at checkout, you can help minimize your cart abandonment.

Cart abandonment happens to every business. But if you apply these 6 simple steps to decreasing your abandonment rate, you’ll start converting more of your browsers into buyers and further boost your revenue.

Special Thanks

We would like to thank for their part in collating the research that helped us identity the importance of images in e-commerce checkout flows. They have also made their impressive infographic on “Consumer Psychology & E-Commerce Checkout” available to us, which we offer here as a PDF download.

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SpringBoard Ad Tracking Improvements, New Reporting Export Functionality, New Dropbox Feature, & More

Release Jan. 6th, 2014

Reporting UI Upgrade

SpringBoard has improved the Reports > Exports UI. It is now in a listing format that better matches other UIs. It also now tracks the creator of reports, which can be helpful in medium to large businesses with various User Roles and multiple individuals accessing the reporting functionality.

Dropbox for PDF License Fulfillment

dropboxBuilding on the popular use of Dropbox as a file fulfillment upload method introduced in 2013, Dropbox now works as an upload option for PDF license fulfillment.

Additional Options for Subscription Customers

Previously, an end customer could only change his or her payment method, updating a card’s expiration date or, as of a recent release, switching payment method between PayPal and credit card. Now, customers of a subscription product can change their physical address on file or add a VAT ID for European tax exemption (this last option only shows for European customers).

Release Dec. 22nd, 2013

Expanded Tracking Functionality

Google Tag ManagerSpringBoard’s external tracking functionality has been upgraded. It now allows for more flexible external tracking placement & functionality, including support for Google Tag Manager, a popular service that aggregates a site’s tracking tags and serves them asynchronously. Here are the highlights of SpringBoard’s upgraded tracking functionality:

  • You can now include tracking code on every page of the order process (previously, this was limited to final/conversion page only).
  • You can optionally switch out code on completion page only. This code can take advantage of common order variables such as #{} and #{order.subTotalUSD.textValue}.
  • You can insert custom code in 3 locations: head, after body begin, before body end (previously only before body end).
  • You can test external tracking before going live – tracking instances now have a status like many other objects within SpringBoard, as you can see in the screenshot below.
Tracking Modules as Objects

In upgrading External Tracking, SpringBoard has also introduced some new template tags to make outputting JSON easier.

These additions facilitate Google Tag Manager integrations, as well as other more complex integrations not previously possible.

Tags are snippets of code, usually JavaScript, provided by 3rd party vendors or partners, which are implemented in the source code of a web page or site, with no visual impact on the site. Tags gather and send data to external servers in order to track user interaction, such as clicks, click paths, site engagement, social media actions, and conversions (newsletter subscriptions, sales, sign ups and other measurable user actions). Conversions are sometimes known as goals, and tag-based metrics help companies assess the ROI of ad spend, SEO efforts and UI design in leading users to attain these goals – faster & in greater percentages.

Google Tag Manager is a platform for aggregating a site’s various tags and serving them in an optimized manner that can improve page load times. It is designed to allow marketers to manage their analytics needs within a web-based service, while easing demands on a company’s IT department. The service has built-in templates for many common 3rd party tags and can accommodate a wide variety of code snippets. It also has permissions and version history features.

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