VP of Customer Success Mukund Singh on Axcient’s White Glove Treatment
Axcient’s White Glove Treatment for Customers
What does the white glove treatment mean? It means regular personal contact with our customers and partners. It means a personal response to a support request, not just an email. It means customized technology that meets customer and partner needs. It means investing in our customer success program by expanding our global support team by 30% over just the past two months. This expansion continues to ensure that when outages, downtime, or disasters strike, regardless of the time or day, our customers and partners can speak directly to an Axcient team member and keep their businesses up and running. It means pushing ourselves to provide the best technology and service in the industry so that we can best serve customer and partner needs.
Under our new white glove philosophy, the Customer Success team is rolling out a number of programs in 2016 that will benefit everyone who uses our technology. Two major programs have already been launched: Axcient SLA Check and the Extreme Escalation Program. With Axcient SLA Check, we have a dedicated team reviewing customer and partner contracts twice a day to ensure that, as a company, we are making good on our commitment and promise to our customers and meeting their high expectations. With the Extreme Escalation Program, we ensure that any Axcient technology issues faced by our clients and partners have not only the attention of our support team, but are also being monitored directly by a senior executive to ensure that support is personalized to meet the needs of the customer.