Do you know organisations in the software industry guilty of letting open support tickets roll on and on, for days, weeks or even months? Maybe you’ve been on the receiving end as one of those frustrated customers.
At White Springs, we believe in putting ourselves in the customers’ shoes.
For three consecutive weeks, we’ve successfully closed, to the customer’s satisfaction, 100% of sales enablement support tickets. Customers are loving it. But how do we achieve such high standards against an industry average of just 88%?
Is it by throwing resource at support? Of course not, that’s not a sustainable business model. In fact, we’re actually below the industry standard for the ratio of support personnel to customers. Whilst we firmly believe we have stable solutions, it’s only natural for support issues to arise.
The secret of our success lies elsewhere. Not only in what we do but how we do it. Talking with our VP of Customer Support, Neil Cochrane, he points to his team consistently, ‘going above and beyond the call of duty’ and ensuring customers receive prompt, courteous and efficient service.
The customers wholeheartedly agree with feedback comments including:-
“E**** went above and beyond the standard support responsibilities to try and work out options. She’s been incredibly helpful through all of the challenges!” Infrastructure & Tools VMWare
“Issue has been resolved. Thanks for the tremendous support!” Baxter Corporation
“J** is a great resource for us. He’s always willing to lend support and provides it in the most direct and concise fashion which is greatly appreciated.” CS STARS