Having been in customer support for more than 10 years, I have come to certain conclusions. For example, most people hate to call in to support. For many of us, getting a root canal is more enjoyable than spending time on the phone with support. Okay, maybe I exaggerate a bit, but there’s a kernel of truth to it.
Companies certainly don’t set out to provide mediocre support. Imagine for a second a scrappy startup. The company’s executives are hungry for happy customers who can provide a good peer reference. To that end, they’ve directed their support team to be swift, eager, humble, accurate in their intent and delivery.
Fast-forward several years… The organization has flourished and priorities have changed. As a result, its founders have loosened their grip on support. Customers now have to wait through an automated voice-response system and are bounced around from one agent to another. It takes customers days to get their issues resolved. The company clearly forgot that support is a revenue machine and needs to cultivate the relationship with the customer, and not just take his/her money and walk away.
One of the reasons I am happy to be part of the Tegile support family is: the company’s executives understand that the traditional support strategy path will frustrate customers. Although we’re still at the entrepreneurial stage, we have identified this risk and have unanimously decided that we will not fall into the traditional support category.
At Tegile, you will always have a live person to talk to. You won’t be bounced from one support person to another. Most importantly, we are dedicated to solving any issue you have—regardless if it stems from one of our arrays, the host, network, or operating system in your environment. This stands in stark contrast to the traditional support model where they consider a case closed when the root cause is found not to be an issue with their product. This is not the case with Tegile.
Every customer engagement is kept simple and straightforward. Unlike other companies—where I have experienced customers are forced to fill in numerous fields of data before they can log a call on the portal—we quickly gain an understanding of the problem and take care of the rest in the background.
Mechanical parts inevitably break. However, every problem has a solution. What’s indispensable is how swiftly, politely, honestly, and concisely we present the solution, so that you can get back to your critical activities.
At Tegile, we believe that every interaction is an opportunity for us to prove to you that “Customer Service” (we actually call it “Customer Gratitude”) is not a department, but rather an attitude. And it’s everyone’s job.
That isn’t to say that we are perfect. We do occasionally drop balls (and we receive the painful feedback when we do), but our dedication and belief that “Every Customer will be our FIRST Customer” will continue to set Tegile apart.