Product Support the Ģ��TV Way

Some of the unsung heroes on our ThreatOps team function in Support roles—literally.

We’ve talked about some of the interesting research that our analysts and security researchers do—but it’s our Support team that maintains a direct line of communication between us and our partners when alerts pop up. Needless to say, we take hiring on that team very seriously.

In their day-to-days, our Support team uses smart and efficient strategies to ensure that our partners can rely on us to provide the outstanding support that they’ve come to expect.

And the team has been busy doing just that. Since we began tracking support requests, we've closed more than 19,000 tickets. And over the last year, we’re proud to have maintained a Customer Satisfaction (CSAT) score of 99 percent.

We love getting feedback from our partners, whether it’s praise or constructive criticism. Should our partners experience something negative, we want to know about it so we can learn and do better.

The quality of the support experience is dependent on several factors. And while we’re proud of our CSAT score, it doesn’t quite tell the whole story.

So how do we ensure that our partners receive the best support experience?

Timely and Informative Responses

We strive to resolve requests in a timely manner, one that requires a minimal amount of effort on the part of our partners. We provide a fast and informative response to every ticket created.

But these aren’t your typical ‘hey, we got it!’ responses. Instead, we provide as much information as possible to expedite ticket resolution and to reduce the need for back-and-forth communication. As a result, our median response time was 21 minutes (as of January 2022) with a one-touch rate (i.e., tickets resolved with a single agent response) of 71 percent.

And a recent round of feedback from our partners tells us we might be on to something with our approach!

“Shocked how quickly my email was responded to and how it included more info than I bargained for. Thanks.”
"Tyler was insanely fast. I've had good, prompt responses from your support team before but this was impressive even from the high quality support I've come to know your organization for. Amazing stuff!"
“Very quick response and support gave me the answer I needed on the first try. Thanks for the great service.”
“Fast, friendly service. Easy to work through problems with and a joy in the modern world of chatbots.”
“Was not expecting such a rapid response after normal business. Ģ��TV support, once again, stands head and shoulders above most other providers. Not only rapid response but rapid resolution. You guys rock!”

Efficient Support Channels

How we look at intake tickets also plays a critical role in the support experience for our partners. We use several different support channels, including email, the support portal and chat.

Approximately 55 percent of tickets come in via email, 25 percent through the Ģ��TV portal and 17 percent through chat. We’ve found that using these channels allows us to handle more tickets quickly and efficiently, which allows us to also maintain a minimal backlog of tickets.

Why We Don’t Offer Phone Support

Phone support is a one-to-one service. We don’t offer it because it’s less efficient and would significantly cut down on the number of support requests that we can process. One support agent can handle multiple chats or emails in the time that it takes to service just one phone call.

This is also why we have chat built into the Ģ��TV platform. With it, you can instantly view your account and system details, while we can use that same information and access to jump right in and troubleshoot the issue.

Chat and email also allow us to consolidate ticket information in one place. This significantly reduces the chances of a misunderstanding when troubleshooting an issue.

In addition, we can quickly and easily provide helpful links to our knowledge base, step-by-step workflow and detailed screenshots—all of which can be referred to in the ticket as needed.

In short, the use of efficient support channels such as email, the portal and chat empower us to provide the highest quality of support possible.

Internal Review and Partner Feedback

The best support teams use data and partner feedback to improve their processes. Metrics such as our one-touch rate are a critical starting point in our internal review because they help us understand how effective we are at problem-solving—and where there may be room for improvement.

Taking a hard look at our support data allows us to better evaluate opportunities for improved efficiency. This data helps us consider some important questions:

Could some tickets have been resolved with more communication, clearer language or having better information available on the topic like a knowledge base article or more in-depth product documentation?
Do our partners feel like we’re providing them with helpful and informative information when they reach out to us?

The open line of communication we have with our partners is critical to our internal review process, and we encourage partners to take our customer satisfaction survey, rate the experience and provide any feedback on the experience, good or bad. (If you're a partner, please do give us that feedback and let us know what's working and what isn't. Help us help you! 🙂