Here at Tensoft we believe it is important to put the customer first. This is especially true when it comes to customer support. In the video below William White, CTO and co-founder of Tensoft, explains how customer support is handled at Tensoft and why the team places such a large emphasis on it. To hear about how Tensoft functions to ensure customers have a positive experience watch the video below or read the transcript.
“Our customers are very important to us. We see ourselves as a partner with our customers. With most customers overtime we develop even personal relationships, because we become a trusted partner and extension of their team. Our basic philosophy for customer support is to respond to our customers the same way we would expect to be treated if we were the customer asking for support from one of our venders. One of the primary goals of customer support is to provide a timely and accurate response.
It’s important that we gather the information necessary to provide a response. Even if we don’t have all the information necessary to respond with a solution, we do want to keep the customer in the loop in terms of: yes we received your request, it’s been assigned to an individual, and we will have someone look into this for you. We really work to resolve support request as quickly and efficiently as possible. Internally the case will be assigned to a team member, that person will work with a large organization in order to gather the necessary information, get the feedback, or other ideas on what may be causing the problem and how to solve it. Then we will provide a response to the customer.
We use our support system not only for receiving customer request, but also use it to manage our internal support process as well. We live it. We apply the same philosophies for support to our customers that we apply to our internal customers, our Tensoft staff. It’s visible, it’s consistent, and it is a process based around how we want to treat our customers. As I said, customers are very important to us and at the end of the day we want our customers to have the same experience that we would expect to receive if we were one of their customers. We strive to do that.”
By William White, CTO and Co-founder