11 Agency

BACKGROUND

Please describe your company and position.

I am the CMO of a basketball training machine company.

Describe what your company does in a single sentence.

Our company builds innovative basketball training machines that help players get up more shots in less time, anytime, anywhere.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• Increase Email Output
• Expand Automated Flows
• Improve Email Design & Messaging

SOLUTION

How did you find 11 Agency?

They reached out

Why did you select 11 Agency over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from 11 Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We brought on 11 Agency to help scale our email marketing efforts. Their work primarily focused on:

Extending Automated Flows

• They expanded our existing email automations and created new ones to improve customer engagement throughout the buying journey.
• This included cart abandonment, welcome sequences, post-purchase touchpoints, and re-engagement flows.

Creating High-Quality Campaign Emails

• We asked for more frequent email campaigns that didn’t feel overly promotional.
• 11 Agency delivered beautifully designed, on-brand emails that offered value to our audience.

Improving Performance Metrics

• They worked strategically to improve open rates, click-through rates, and overall email engagement.
• This included testing subject lines, optimizing content, and adjusting send times.
   

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Since working with 11 Agency, we’ve seen consistent growth in both revenue and email performance. Over the last six weeks:

• Email-attributed revenue increased steadily, with a peak week generating $11,830.46, up 3% from the previous period.
• Flows and campaigns now contribute nearly equally to total email revenue, demonstrating a balanced and effective strategy.
• Our Pre | Welcome Flow consistently drove the highest revenue, including one week where it generated $6,477.00 from just 3 recipients, and another week hitting $5,995.46 with a $9.40 revenue per recipient.
• Open rates across key campaigns like our Pre Black Friday Sale regularly exceeded 50%, with the top campaign driving $5,835 in revenue from just 3 recipients.
• Improvements in audience segmentation led to high-intent buyers engaging more effectively, even when overall open rates remained steady.

Overall, 11 Agency’s strategy has helped us scale revenue, improve customer engagement, and optimize performance during a critical sales period.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

11 Agency’s project management has been seamless and efficient. We communicate through Slack, which makes it easy to share quick feedback and collaborate in real time. All design changes are made in Figma, and they consistently send campaign drafts for us to review and approve ahead of schedule. Any edits we request are implemented quickly. Once approved, everything is scheduled directly in Klaviyo without us needing to lift a finger.

In addition to that, I meet with Raymond Chen virtually every month to ensure everything is aligned and that all of our needs are being met. They’re organized, responsive, and always deliver on time.

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What impressed us most about 11 Agency was their ability to design emails that felt premium, on-brand, and engaging without coming off as overly sales-y or cringey. We were initially concerned about finding a team that could implement our brand guidelines with authenticity, but 11 Agency absolutely nailed it. Their creativity, eye for detail, and understanding of our tone and aesthetic really set them apart.

Are there any areas for improvement or something 11 Agency could have done differently?

The only thing I would improve is having access to the campaign schedule so I can easily reference what's going out each month. It would also be helpful to have direct access to the Figma files. Sometimes, I just want to make a quick text edit or tweak without needing to go through a full revision cycle.

BACKGROUND

Please describe your company and position.

I am the Head of Marketing of Rosehill Wine Cellars

Describe what your company does in a single sentence.

Rosehill Wine Cellars designs and builds custom wine cellars that blend craftsmanship with climate control. Based in the Toronto area, they also offer premium wine coolers, racking, and accessories for collectors and connoisseurs.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• On-going Email Campaign marketing
• Expand our Flow Strategy

SOLUTION

How did you find 11 Agency?

• Online Search
• Other

Why did you select 11 Agency over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from 11 Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We engaged the agency to support our email marketing strategy and optimize our customer engagement funnel. Their scope of work included auditing our existing Klaviyo setup, redesigning and rebuilding our automated flows (such as welcome series, cart abandonment, browse abandonment, and post-purchase), and managing ongoing campaign emails tailored to our retail and custom wine cellar audiences.

They also handled the design and deployment of website pop-ups and forms, ensuring brand alignment and strong conversion performance. Key deliverables included:

• A full email flow rebuild with segmentation and updated triggers
• Pop-up creation and A/B testing for lead capture
• Monthly email campaign design and performance reporting
• Strategic recommendations based on deliverability and engagement metrics
  
  Their team provided end-to-end support—from copywriting and creative to testing and analytics.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

After implementing the new email flows and campaigns, we saw steady improvements across key metrics. Open rates increased from around 22% to 28%, and click-through rates improved by approximately 15%. Email-attributed revenue saw a modest but meaningful lift of about 20% over the first few months. Additionally, the redesigned pop-ups led to a 35% increase in lead capture, helping us grow our subscriber base and engage more consistently with potential customers.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management was organized and responsive. We had clear timelines for each phase of the work, and deliverables were consistently met on schedule. Communication was proactive—whether through email or scheduled check-ins, they kept us informed and aligned throughout the project. They were quick to incorporate feedback, flexible when priorities shifted, and always willing to provide strategic input when needed. Overall, they were dependable and easy to work with.

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What stood out most was their ability to balance creative execution with data-driven strategy. They didn’t just design nice emails—they understood our brand, our customers, and how to optimize flows for conversions without being pushy. Their attention to detail, especially in how they structured automations and segmented our audience, made a real difference. It felt like they genuinely cared about our results, not just completing tasks.

Are there any areas for improvement or something 11 Agency could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Email Marketing Manager of a yard care company.

Describe what your company does in a single sentence.

The company redefines all-season yard care with the world’s first smart modular robot system.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• Email content strategy and design
• Automated flow optimization

SOLUTION

How did you find 11 Agency?

Online Search

Why did you select 11 Agency over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from 11 Agency were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

This project focuses on enhancing the performance of email marketing through strategic content planning, design execution, and optimization of automated flows. The goal is to improve user engagement, increase conversion rates, and create a seamless customer journey across all email touchpoints.
Key Deliverables:
A documented email content strategy plan.
A set of branded, reusable email templates.
Optimized and automated flows for key stages (e.g., Welcome, Abandoned Checkout, Post-Purchase).
Performance reports with actionable recommendations.
A/B test results with implemented improvements.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

18% reduction in unsubscribe rate through more accurate audience targeting and delivery of relevant, personalized content.
Improved domain reputation, contributing to better inbox placement and overall email deliverability.
Average conversion rate increase of 15% across both email broadcasts and automated flows, driven by refined subject line strategies and advanced audience segmentation.
These improvements enhanced not only performance metrics but also long-term user engagement and email infrastructure health.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management was highly effective and reliable. Deliverables were consistently completed on time or ahead of schedule, even during fast-paced promotional periods. Tasks were well-prioritized and clearly tracked, ensuring smooth execution across strategy development, content creation, and flow optimization.

They were extremely responsive to feedback and evolving needs — whether it was making real-time adjustments to campaigns, refining targeting strategies, or implementing urgent design updates. Communication was always clear and proactive, making collaboration both efficient and enjoyable.

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What really stood out to me about this company was how open-minded and adaptive they are. They don’t just stick to one way of doing things—they’re always testing, iterating, and looking for smarter ways to improve performance. Whether it was trying a new flow structure, adjusting based on customer feedback, or refining a campaign on short notice, they moved fast but thoughtfully.

I also appreciated how much they care about the actual customer experience, not just the metrics.

Are there any areas for improvement or something 11 Agency could have done differently?

Overall, the experience was very positive, but if I had to point out one area for improvement, it would be more proactive sharing of performance insights or industry benchmarks. While they were very responsive to requests and executed well, having more regular check-ins with forward-looking suggestions could’ve helped us move even faster.

That said, they were always open to feedback and quick to adapt when we brought up new ideas—so I believe this is something they could easily strengthen going forward.

BACKGROUND

Please describe your company and position.

I am the Founder of Blugraphy

Describe what your company does in a single sentence.

Blugraphy is a Huntington Beach-based media and photography company offering high-quality, customized visual content for both personal and commercial clients.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• Increase book rates for client calls
• Increase revenue on sales of digital presets
• Make more lifecycle flows

SOLUTION

How did you find 11 Agency?

Referral

Why did you select 11 Agency over others?

• High ratings
• Referred to me

How many teammates from 11 Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Handle all lifecycle marketing from A-Z for presets and client conversion funnels 
• Handle monthly campaign calendar 
• Increase revenue for store selling presets 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our company saw a surge in store revenue when they started sending campaigns to our email list. We had a dormant list which they successfully nurtured and engaged, without damaging our domain and IP health. Also our booked rates increased 37% after they started working on email conversion funnels for potential clients. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We used Slack for communication and Figma for reviewing the deliverables they made. They were really responsive and would respond within the hour most times to my needs, even on weekends. Any revisions would be within the day as well. 

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I think the entire team was super well organized, which is rare for an agency. My experience is that agencies are super disorganized and I'll have to reminder or follow up, but this was the complete opposite. From our intital call, to onboarding, to management, they were very detail-oriented and communicated everything in a timely manner. 

Are there any areas for improvement or something 11 Agency could have done differently?

None at all

BACKGROUND

Please describe your company and position.

 I am the CEO of a healthcare company 

Describe what your company does in a single sentence.

Getzeuss.com is a telehealth company offering prescription treatments for weight loss, testosterone replacement, hair loss, and skin care. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• create effective abandon cart email campaign

SOLUTION

How did you find 11 Agency?

upwork

Why did you select 11 Agency over others?

Good value for cost

How many teammates from 11 Agency were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Abandon cart email campaign. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Our goal is to reach inboxes with this email campaign. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The company failed to deliver any usable work. They set up the campaign incorrectly and ended up spamming our users with empty emails. Furthermore, the copy of the email campaign was poorly written and contained known words that trigger spam filters. It seems like their whole operation is designed to spam users rather than deliver effective campaigns that genuinely reach users' inboxes. When we asked for a refund, the founder, Raymond, was extremely rude and refused any type of refund. We had to file a chargeback with our credit card provider. Not only was this a bad experience, but it was also a waste of time, and they did not own up to any mistakes.

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I was very disappointed with my experience. 

Are there any areas for improvement or something 11 Agency could have done differently?

Provided refunds when they failed to deliver and admitted to their mistakes. 

Company Responses

The vendor responded on August 13, 2024.

Dear Customer,

Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience you experienced and regret that our collaboration did not meet your expectations.

To clarify the timeline, our contract began on May 29th, 2024, for 12 email deliverables. After navigating some initial delays due to circumstances on your end, we finalized the project scope on June 19th. Our team delivered the emails on June 25th and 28th as agreed.

When you reviewed the deliverables on July 9th, we did not receive specific feedback regarding the issues you encountered with the copy. We made multiple attempts to address your concerns via Upwork and Slack, requesting detailed feedback and offering to discuss the matter over a call. Unfortunately, these attempts were ignored.

Regarding your concerns about spamming, we want to reassure you that we followed all best practices and did not access your Klaviyo account without permission. No evidence has been provided to support these claims, and we would be happy to review any details you can share. 

We were also surprised by your mention of rudeness. We strive to maintain a professional tone in all communications, and our records, which were reviewed by Upwork and a neutral third-party arbitrator, reflect this commitment.

When the contract was canceled on July 13th, we were disappointed that we couldn’t resolve your concerns amicably. Upwork and a neutral third-party arbitrator reviewed the situation and awarded us 100% of the escrow funds, confirming that we fulfilled our contractual obligations professionally.

We value our clients and always aim for mutual satisfaction. While our efforts to resolve this issue were not successful, we remain open to further discussions if you would like to explore any options for resolution.

Best regards, 

11 Agency

BACKGROUND

Please describe your company and position.

 I am the CEO of a manufacturing company 

Describe what your company does in a single sentence.

We custom manufacture products such as embroidered patches, caps and pins. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• Email marketing

SOLUTION

How did you find 11 Agency?

Upwork

Why did you select 11 Agency over others?

• Great culture fit
• Founder was strong and passionate

How many teammates from 11 Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

They help us send frequent emails to our customers that consistent of both educational emails as well as promotional emails. They also helped us to create emails that helped educate new customers about our brand. Lastly they implemented pop ups on our site to help get customers that were top of the funnel to learn about our brand. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

They helped us successfully create a robust email program. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management was excellent. The founder - Raymond is extremely knowledgeable about email and he is extremely helpful and willing to roll up his sleeves any time. He truly cares about his work and his team is extremely organized. 

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The most unique thing was how knowledgeable the founder was about email. Literally there was never a challenge (and we had many of them), where he wasn't able to provide valuable insight. He was also always available, even on weekends and was always willing to help. He's a a great guy. Also super detail orientated. 

Are there any areas for improvement or something 11 Agency could have done differently?

They could have reviewed the metrics a bit more. They did send us weekly reports with the metrics, but it was difficult to understand from there report how much things were improving. It would have been helpful to do monthly deep dive reviews instead of just reviewing a report. 

BACKGROUND

Please describe your company and position.

I'm a department head at Quantelligent

Describe what your company does in a single sentence.

Ecommerce led Identity Resolution

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• Retention and LTV

SOLUTION

How did you find 11 Agency?

• Referral
• Other

Why did you select 11 Agency over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from 11 Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Rebuild welcome flows, and retention campaigns for EMAIL and SMS as well as monthly campaign deliverables including segmentation, promo and educational content 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Increase top line email metrics, form opt ins and revenue 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They have always been responsive and proactive on all request, even on tight turnarounds 

What was your primary form of communication with 11 Agency?

Virtual Meeting

What did you find most impressive or unique about this company?

11 Agency's flexibility, thoroughness, and speed are impressive.

Are there any areas for improvement or something 11 Agency could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Director of EVA Athletic

Describe what your company does in a single sentence.

Provider of top-tier athletic gear

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• Free up my time
• make the most of our list in terms of revenue

SOLUTION

How did you find 11 Agency?

Online Search

Why did you select 11 Agency over others?

Good value for cost

How many teammates from 11 Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Design and schedule all email and sms. Improve open rates of campaigns and optimize all flows.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Email Deliverability, Email revenue and how "on brand" the email designs looked.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Very good management. Deliverables were always on time.  Scheduled meetings were always effecient.

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Im always impressed with the design of the email campaigns.  They understand our branding and the image we want to portray. 

Are there any areas for improvement or something 11 Agency could have done differently?

I see no areas for improvement. Their whole team is very experienced and the pricing matches our current business revenue.

BACKGROUND

Please describe your company and position.

 I am the Founder of an ecommerce company 

Describe what your company does in a single sentence.

Ecommerce Brand that sells artificial greenery and succulents.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• Improve Deliverability
• Build Flows
• List Segmentation

SOLUTION

How did you find 11 Agency?

Online Search

Why did you select 11 Agency over others?

• High ratings
• Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

Our email program was set up a year or so back by a freelancer who just didn't really get our brand and what we were after. We started working with 11 to help with our deliverability and build out some custom lifecycle flows based on when purchases were being made and based on what products were being purchased. 11 worked to build out those flows with custom content, segment our users, and improve our deliverability across our entire Klaviyo account. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We saw our overall open rates increase by 8-10% across our account - we also saw a number of our CTRs increase in some of our core flows. As a result, we've seen email revenue increase and are now in a position where 20-22% of our monthly revenue is steadily coming from email. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything was straightforward and clear. The team gave us updates as they worked through items. Raymond specifically took a lot of time to chat with us on Slack about the methods behind what they were doing and why, which I appreciated. 

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I thought the founders involvement was pretty special. Lots of agencies will sign you up to be a client and then pass you off to an account manager who doesnt know anything about your brand. This was the opposite experience. Raymond and his entire team felt dialed in to our wants and our brand. 

Are there any areas for improvement or something 11 Agency could have done differently?

No improvements needed.

BACKGROUND

Please describe your company and position.

I'm an executive at Farm Field Table

Describe what your company does in a single sentence.

direct to consumer meat company

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 11 Agency to accomplish?

• enhance email campaings
• improve email creative
• scale ROI in email marketing

SOLUTION

How did you find 11 Agency?

Upwork

Why did you select 11 Agency over others?

• High ratings
• Pricing fit our budget
• Company values aligned

How many teammates from 11 Agency were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• full-scope email management including design and execution.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Return on investment of 300% YTD

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Agency 11 executed on time and had excellent communication. We were pleased with the work.

What was your primary form of communication with 11 Agency?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I’m impressed with their communication and entrepreneurial, get-it-done attitude.

Are there any areas for improvement or something 11 Agency could have done differently?

None.