DataCore recently sent out its annual survey to customers registered for support. Out of the nearly 1,300 responses received, the results showed that DataCore Software was rated very good or good by 98% of its customers – substantially outranking industry support satisfaction averages and rising several percentage points from its 2016 survey.
DataCore’s technical support team has a legacy of excellence to uphold, and 2017 is clearly no exception. Constantly striving for improvement, the team sends a customer satisfaction survey to each customer for follow-up when they enter an incident. Customers are asked to assess from 1 (poor experience) to 10 (excellent experience). This is used instead of the commonly used industry metric of 1 to 5 to provide a more accurate score. Moreover, the team follows up on every incident — not just a random sampling. In a study completed in Q2/2017, the team recorded a score of 95%, on average, in customer satisfaction surveys done for all incidents within the prior 12 months. In fact, the DataCore team has achieved, on average, a score of 90% or better in its per-incident customer satisfaction surveys every year since 2006.
Beyond the outstanding customer satisfaction ratings (reaching 10 out of 10 on many surveys), are the very high product renewal rates DataCore enjoys — an overall 95%+ renewal rate. This further proves that DataCore customers value the support they get with DataCore.
Industry experts have weighed in as well. DataCore recently received a 2017 Stevie Award for the Front-Line Customer Service Team of the Year – Technology Industries category in the 11th annual Stevie Awards for Sales & Customer Service, the world’s top award for customer service, contact center, business development and sales professionals. This marked DataCore‘s fourth straight award in the annual competition.
DataCore’s team is passionate about delivering extraordinary technical support to ensure that the company’s customers have a successful solution implementation and get the most value from DataCore products. Because DataCore’s software directly impacts how quickly and reliably users can retrieve, update, and store data in business-critical IT systems, its technical support team understands that there are many variables involved, including the need for rapid problem resolution across multiple different hardware, operating systems, and hypervisors. As a result, DataCore’s approach has been to build a support team comprising of senior technology experts with depth of experience in these areas.
Unlike companies that provide customers with scripted responses from entry-level service personnel, DataCore customers reach trained professionals from the start. Customers are reaching a level 3 engineer who is not just proficient in DataCore software, but other related software and hardware products as well. Furthermore, rather than relaying a problem between different service tiers, the DataCore first responder owns it from inception to resolution, leveraging additional resources as needed behind the scenes. This high level of expertise combined with a single point of contact enables DataCore to deliver the highest level customer service experience.
The DataCore technical support team is global and distributed across three major service hubs strategically located in Europe, North America and Asia, covering multiple languages and time zones. In addition, DataCore is a member of the TSANet alliance, which allows for multi-vendor collaboration when a problem is related to more than one vendor’s product.
DataCore support contracts cover incidents as well as all version upgrades, new releases, and product service packs and updates—all free of charge. Moreover, customers can submit product suggestions, and have their implementation documentation reviewed.
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DataCore’s technical support team is committed to excellence, and its recent annual customer survey proves that its customers recognize and appreciate this dedication.