Meet Our Customer Support Team: “We Will Always Go Extra Mile for Our Customers”

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RAYVN Support team
In this article, we highlight the crucial role of RAYVN’s Customer Support team. This team is devoted to helping RAYVN users and customers with technical problems. We spoke to Didrik Wasson, Fredrik Von Sclanbusch, and Karen Masseide to take a closer look into their mission to improve customer satisfaction.

What does excellent customer service mean to you?

Didrik:
For me, excellent customer service means providing clear and helpful support to customer questions or issues. It also means to be kind, calm, and professional while assisting them.
Fredrik:
Providing excellent customer service means going the extra mile when making sure a customer is happy and satisfied with the provided products and services by RAYVN. It also applies to providing our services to a customer in a timely and pleasant manner.
Karen:
It means being polite, patient, and welcoming towards customers who have questions or concerns about RAVYN. It also means going above and beyond to find solutions and promptly give customers the information they are looking for. When they end their conversations with us, they should feel happy and satisfied.

As a team, What’s the most challenging aspect of your job? How do you overcome it?

The team agreed that “The most challenging aspect of customer service is to deal with new situations/problems that we have not encountered yet, especially when it is a crucial problem which needs immediate attention. It is always nice to get assistance from our amazing colleagues in RAYVN when these issues occur. It also helps a lot to have help articles to refer to.”

What is the most important thing you’ve learned at RAYVN so far?

Didrik:
The most important thing I’ve learned during my time with the company has to be the importance of good spirit. RAYVN has an amazing spirit. Every person in RAYVN pushes one another to work hard and improve their performance, which is a key factor in becoming a BIG company.
Fredrik:
I’ve become more responsible, organized, and a better thinker. I’ve also learned that it is important not to promise new features or bug fixes, as the support team is not responsible for delivering these. Instead, it is important to clearly communicate updates as progress on issues are made.
Karen:
The most important thing I’ve learned in RAYVN so far is to expect the unexpected. Even if you think something will be working, it is not always the case. Always double-check to make sure equipment is working and that nothing goes unnoticed. I’ve also learned the importance of being proactive in learning about new features and relevant details.

What is your guiding principle when interacting with customers?

Didrik:
First, it is important to understand the customers by putting yourself in their shoes. It is crucial to interact with them the way you would like them to interact with you. It is also essential to stay clear and polite while making the customer feel comfortable and assisted.
Fredrik:
Being open, attentive, and professional are vital principles when interacting with customers. I always provide timely and upbeat service to meet customer needs. It cheers me up whenever I see a smile on a customer’s face. It shows that our efforts made a difference!
Karen:
My guiding principle when interacting with customers is to be as welcoming and helpful as possible. I’ll always try to deliver helpful and positive answers, making them feel secure and safe knowing that we take their inquiries as seriously as possible. Ideally, I will always strive to leave a customer with a positive experience and strong faith in our company.
It is important to understand the customers by putting yourself in their shoes. It is crucial to interact with them the way you would like them to interact with you.
Didrik Wasson

Karen, What is your core responsibility? & as a team, how do you collaborate to solve customer problems?

Karen:
My guiding principle when interacting with customers is to be as welcoming and helpful as possible. I’ll always try to deliver helpful and positive answers, making them feel secure and safe knowing that we take their inquiries as seriously as possible. Ideally, I will always strive to leave a customer with a positive experience and strong faith in our company.

Fredrik, can you tell us about the customers' feedback on the support provided by RAYVN?

Fredrik:
One of the most frequent feedback we get from customers is our quick and efficient response once a support ticket has been submitted. The short response time can be critical when dealing with ERP software, so this feedback is something we value and strive to continue to deliver on.

Didrik, Is the support mainly handled by e-mail and support tickets or by phone? & How long does it take, on average, to solve a user problem?

Didrik:
Most of our support cases have recently come by phone. We often get tickets in our chat and email as well. Some user problems or requests can be solved within a minute or two, while major problems or more complicated issues/requests can take some time. We always do our absolute best to solve all user problems promptly during weekdays and even on the weekends!

Thanks to  Didrik, Fredrik, and Karen for sharing their thoughts on how the customer support team works to provide the best support service for our customers and help them solve challenges!

If you have any technical questions about the RAYVN critical event management, you can contact customer support below, or by visiting our Help Center!

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