Customer Support with Service Mind

ISR’s customer support team uses the ‘service mind’ core value when handling customer inquiries.  In addition to handling inquiries about how to use a feature or about feature specs, our support team also communicates  requests for new features  to our development team as  it strives to improve our  service.

Service Mind is our Core Value

At ISR the ‘Service Mind’ is our Core Value and it refers to the attitude of striving continuously to improve service quality  and to working closely within each team and with other teams  to realize continuous improvement (see below).

  • 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.  

  1. 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

  2. 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.

  3. 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.