How Important is Delivering Excellent Customer Support?

In 2006, Lexus recalled a series of Lexus ES 350 sedans and asked car owners to visit a dealership and bring their cars in. Instead of having to sit in a waiting room watching their cars being worked on, customers were given a brand new Lexus instead.

In 2007, an Amazon customer ordered a new PlayStation for his son for Christmas. When the shipping company delivered the package the customer wasn’t at home so they had a neighbor sign for the package. The neighbor left the package outside the customer’s house and it was promptly stolen. When the customer realized what had happened he contacted Amazon. Even though Amazon was not to blame for this mistake, they were quick to resolve the issue by going the extra mile by not only sending a new PlayStation in time for Christmas but did not charge the customer for the over night shipping.

Customer service has an impact on both existing customers and potential customers. There is great value in ensuring you deliver a positive customer service experience as mentioned in the Lexus and Amazon examples. It’s easy to forget its importance when businesses are building their brand’s web presence or marketing their products and services. Businesses need to be built around how to deliver an excellent customer experience.

At OP5 we take customer support seriously. Software is critical for business today and is at the core of any cloud, data analytics, mobile, social, or security IT solution. When your software isn’t running optimally, neither are your business operations. Getting to the root of a software issue can be a challenge. OP5 provides support for its monitoring products that goes well beyond what you come to expect from commercial software companies delivered by people with extensive industry experience.

OP5 provides a comprehensive support offering to ensure your application continues to work the way you expect. We provide three plans: Basic, Standard and Premium. Each level is supported by a diverse team able to deliver high quality support for your complex products and integrations.

To read more about OP5’s customer support services go to our support home page of our website.


by Jim Greenway 11 April