In the world of SaaS software, B2B customers have high expectations.
64% find the customer experience more important than price when purchasing something.(1 (opens new window))
67% say the standard for good experiences is higher than it’s ever been.(2 (opens new window))
80% confirm that the experience a company provides is as important as its products and services.(3 (opens new window))
At Circadence, our intrepid Customer Support organization incorporates these expectations and statistics into their everyday mission as they deliver timely and professional support to Project Ares users worldwide. If they had a theme song, it would be I’ll Be There For You (The Rembrandts – Friends TV theme song).
Meet the Team
“Customer Support” can be interpreted in many ways. At Circadence, the Customer Support team is the first line of contact for all users after they have on-boarded and started to use our hands-on cyber learning platform, Project Ares. Have a usability question? Need to report a problem? Have ideas and suggestions for features? Want to ensure that cache is set to support a class or event? One contact form or email to firstname.lastname@example.org can be used for any and all of these inquiries.
Responsiveness is the goal
When a support ticket or case comes in, it is logged and the clock begins. While our published Support Hours are 7 am – 7 pm Eastern Time, Monday – Friday, the team generally acknowledges all cases within 24 hours of receipt AND approximately 78% are usually acknowledged within 2 hours inclusive of licensed customers and trial users. We are proud that our small but mighty customer support team has this kind of track record when some of the biggest SaaS companies in the industry deliver 1-2 day response times unless premier service is purchased.
“Received excellent Customer Support even though we are not a full customer yet. Their professionalism was exceptional, providing quick and complete technical answers in a timely manner before and even during a checkpoint call. ~ a Trial User”
Problem Resolution is the purpose
More important than acknowledgement of course, is case resolution. The Circadence Customer Support team shines here as well. Using thoughtfully designed processes, investigative know-how, and clear communications internally as well as to our clients, Customer Support researches and resolves cases. A key technique is shared accountability. Whoever is on duty works all the Open Cases to make incremental and steady progress. The mindset across the team is “Does a customer need help? If so, I’m working on it.” This approach has proven so effective that Time-To-Resolution rates dropped by over 50% in just one quarter.
“This team is wonderfully thorough in the support they provide to us. They even identified ancillary information to an open issue and then completely researched, tested, and clearly communicated the resolution to us. We really appreciate their competence and completeness of support on a regular basis. ~ a long term Project Ares Customer”
Appreciation is the result
Recently, our Customer Support Manager instituted a new metric to track Re-opened Cases, expecting to collect data to help improve the quality of service. To her delight, she found that a high percentage of re-opened cases were not because that case needed more work. It was, more often than not, a Project Ares customer taking time to say Thank You for the help, communication, and resolution they received. And that is the best metric of a job well done.
To Amanda, Jesse, Rinni, Jared, and Anna
THANK YOU for your dedication and hard work on behalf of all Circadence Project Ares customers.