- Everyday think and act on how to provide better service, to improve better user experience.
- Within team: Everyday strive to improve team work focused on customer.
- Between teams: Think of, treat and work with other team members as if they were part of your team; Everyday strive to remove boundaries between teams.
How Service Mind Concept is applied to Customer Support
Below we provide some concrete examples of how the service mind core value is used by our
customer support team to continuously improve the CloudGate service.
Try to exceed user expectations
“Everyday think and act on how to provide better service, to improve better user experience.”
When answering a customer’s question or issue try to answer the question or issue itself but if possible provide additional or relevant information that will help the customer. For example, with regards to, “Can users change their password by themselves?”. By considering the question, we did not just answer what was asked by the customer but we also made various suggestions about password policy design and implementation
Prompt and speedy reply to inquiries
“Within team: Everyday strive to improve team work focused on customer.”
From receipt to closing of customer inquiry, we endeavor to on average resolve inquiry and contact customer within twenty fours.
Escalation to other teams
“Between teams: Think of, treat and work with other team members as if they were part of your team; Everyday strive to remove boundaries between teams.”
Depending on the inquiry the customer support team needs to interact with the development, operations or sales team in order to quickly resolve issue and reply quickly. Additionally, the customer support team provides feedback to other teams about customer suggestions and feedback to improve the CloudGate service.
Learn more about CloudGate
Go to our product main page to view all CloudGate solutions.