In their marketing material, Exacom touts the “industry’s best customer support.” That phrase isn’t just marketing rhetoric, though. They have the data to back it up.
Like many organizations, each year Exacom conducts internal reviews within its departments to find opportunities for improvement. For the past 5 years, the evaluation done by the Customer Support team has been encouraging. Each year, the data they compile shows that Exacom customer are happier than the year before with the team’s performance.
With each resolved customer support ticket, a satisfaction survey gets sent to the customer who submitted the ticket. In 2020, 98% of all tickets that came back were positive. In 2021, 99% of all tickets were positive.
“For our customers, support is absolutely critical,” says Marketing Manager Hannah Slaven. “If the recorder doesn’t seem to be working, or they can’t access their recordings, they can’t do their jobs. Lives could be lost because someone couldn’t immediately replay a recording, or a miscarriage of justice could occur because a recording couldn’t be produced.”
Unlike many other recording companies, Exacom provides direct support to their customers. This tends to cut down on response and resolution times. It also allows Exacom to maintain control over the quality of support their customers receive.
Not only is Support essential to getting back to operational, but Exacom’s team brings a personal level of excellence to the job, too.