Data Ate the World and It Didn’t Stop at Customer Service
With the enormous amount of data that is generated today, it’s surprising how often people have to contend with poor customer service. In theory, that data should be able to help companies optimize their customer’s experience. At the IBM Think Conference, we recently learned about how American Airlines is using data to minimize disruption to their passengers’ travel in the event of inclement weather. However most companies aren’t thinking this way and the sheer volume of data and the scale of these businesses often means that customers get left behind in our fast-paced data economy.
By delivering data to the teams that need it Delphix enables companies all over the world to achieve higher customer satisfaction rates; this is also something that we are also committed to: ensuring our own customers are highly satisfied.
This past quarter, we hit an exciting milestone: a customer satisfaction rate of 99%. That figure had been steadily rising for the last few quarters in large part due to our laser focus on quality, efficiency and responsiveness. At the same time that satisfaction was rising to an all-time high, our support team’s workload grew by 20% from the previous quarter - and yet they were still able to maintain their highest CSAT ever.
Our responsiveness is best in class. In a recent benchmark study, Delphix Support was highlighted as a pacesetter among 150 Enterprise support organizations. Our commitment to helping our customers build better software faster drove us to ensure that our customers could move fast without worrying about breaking things, no matter the time of day. To that end, we strategically hire the most seasoned engineers across the world, so that the sun never sets on Delphix Support and there is no drop in the quality of service from one region to another. No matter the time of day, we are on deck to provide assistance, both in a timely manner and with extreme care and quality.
Our focus on quality is another success factor. We have very low follow up rate on cases (under 5%). The problems that our customers bring to us get addressed then and there, so that they’re not having to waste any cycles or resources and can instead be using Delphix to its fullest capabilities. While we always hope that our software is perfect, we know that sometimes things happen and therefore we will be there to help you if you need us. Our commitment to employee continuous learning and development is validated by how quickly we are able to resolve complex problems and get you to fully exploit the power of the Delphix Data Platform.