Adaptiva, a leading, global provider of endpoint management and security solutions for enterprise customers, announced that its award-winning global customer support and solutions team has now achieved 100% customer satisfaction ratings every month for the past two years. The feat is even more impressive considering the number of new products and advancements Adaptiva introduced during this period, including OneSite Cloud, OneSite Intune Edition, Endpoint Health and Evolve VM, as well as the extra assistance enterprises needed as they moved to remote work environments amid the COVID-19 pandemic.
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“Each team member is remarkably knowledgeable, incredibly responsive, and fully committed to providing first-rate customer service.”
“Dan Richings, our VP of solutions and support, and his team have done an exceptional job delivering the best service in the industry,” said Deepak Kumar, founder and CEO of Adaptiva. “The demanding nature of our customer base, which includes some of the largest and most respected enterprises in the world, coupled with the rate of Adaptiva’s product innovation put a lot of pressure on the team to respond in a timely and knowledgeable manner. Tack on the fact that we are in the midst of a global pandemic, when customers need a tremendous amount of support, and the accomplishment is all the more noteworthy.”
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Within the past year alone, Adaptiva’s global customer support and solutions team faced a 33% increase in the number of support tickets generated — and it addressed those tickets without adding staff. The team, composed entirely of solutions architects, also lowered its median response time from 30 minutes to just 18 minutes. Upon completion of those tickets, 717 customers took the opportunity to give Adaptiva a perfect rating, with nearly 350 submitting additional comments about the stellar service they received.
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