How many times have you talked about an awesome customer support experience you had and how it made your day? Chances are that you have spent far more time talking about poor customer support experiences because it seems to happen way more frequently these days.
A lot of work goes into making a software application, and our customers rely on us to deliver the best solution possible. That’s why knowing what our customers think of our customer support team helps us improve our work and our solutions.
Not too long ago we talked to our long-time customer Farbest Foods. Farbest is the fourth largest turkey company in the United States and a well-respected leader in the industry. They supply fresh and frozen turkey products to processors around the world. In addition, they often work closely with the Aeros Customer Support Team.
When talking about our customer support team, Kurt Heise, Farbest Foods IT Manager said, “Over the years, the thing that stands out the most for me is your Customer Support team’s positive attitude. They pick up the ball and treat us like we are family. Even when I am having a bad day, I know a cheerful voice is a phone call away. We really value that in a company.”
Customer service is at the core of our company’s culture. We know that times have changed and that customers are aware of the options they have available. Customers do not want to merely purchase a software solution and use it; most often they seek a solution that they know will be supported by a team that cares and on which they can depend.
“I know I can count on the Aeros Customer Support team at any time, from early in the morning to late in the evening. It is a wonderful feeling to know that you have a vendor supporting you that is just as committed to your company’s success as you are. Knowing they are there for the long run is the reason we choose Aeros. They don’t just sell you a product and move on to the next customer sale; they care about their customers and are always there,” Heise continued.
Over the past couple of years we have worked hard to create a software company that does the best job looking after its customers. We always listen to our customers. They are the best barometer of the service we provide. No matter what the feedback is, positive or negative, it is important to hear it. It may be tiresome to hear about all the things your business is doing wrong, but it is crucial to improving customer experience.
There’s an old story about a man who comes across a young boy on a beach. The boy is covered with starfish. The man sits there and watches the boy run along the shore, tossing the creatures into the ocean one by one. The man finally tells the boy that he’s wasting his time because he can’t possibly get all the starfish back into the water. The boy tosses another into the sea and says, “I made a difference to that one.”
Responding to feedback is much the same. You can’t please everyone all the time, but you can help one person at a time and that can make all the difference.
The Aeros team is proud to call Farbest Foods our software business partner and we thank them for providing top-grade turkey products and quality customer service.
So tell us, how important is customer support when choosing a software vendor? When’s the last time you had a positive customer support experience? Share your thoughts with us on LinkedIn. We want your input too!