TUSTIN, Calif., July 26, 2018 /PRNewswire/ -- StayLinked Corporation recently conducted a survey of StayLinked customers, partners, and resellers to collect and gauge feedback regarding the StayLinked support and help desk experience. According to the Net Promoter Score (NPS) compiled and validated by Satmetrix, StayLinked achieved an extraordinary NPS score of +80. That figure is made all the more impressive when compared to the average score of companies across all industries of NPS +13.
The Net Promoter Score is determined by calculating responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? NPS ranges from a low score of −100 (all detractors) to as high as +100 (all promoters). An NPS that is positive (i.e., higher than zero) is considered to be good and an NPS of +50 or over is excellent. In the computer software industry, a Net Promoter Score of +58 is average, making StayLinked's Net Promoter Score of +80 remarkable.
"We were obviously very pleased to see the results of the survey and, more importantly, to get real feedback from our customers," says John Haller, Manager of Customer Support and Training. "Day in and day out, we work hard to make sure we resolve customer inquiries and issues as quickly and as thoroughly as possible. To see it borne out in the data is encouraging. That said, we're always trying to do better."
StayLinked Support: Real People Solving Real Issues
StayLinked Support data showed that there was a 96% chance a customer calling during support hours would reach a live person. Of the thousands of calls received over the two-year time period, less than 4% were not met with a human voice on the other end of the phone. StayLinked Support routinely addresses not just issues or problems, but any questions including new installation, evaluation, best practices, and even questions not directly related to StayLinked product options and features.
"That's really important," says Haller. "It's important to us because it's critical for our customers, who depend upon their business systems working properly at all times. It seems like a simple mission, but it's surprising how many companies aren't doing it. Our customers simply don't have the luxury of waiting days, or even hours, for a resolution to critical issues. They need answers, and they need them now. Interestingly, there are cases when the issue isn't even with StayLinked software, but because of our supply chain experience and our technical skills, we're able to get that customer exactly what they need to get going again."
Getting Issues Resolved: Solutions in Less than 10 Minutes
According to call data, StayLinked Support spends, on average, 9 minutes and 20 seconds on the phone working through customer issues to resolution.
"Shorter calls with quick and accurate answers are mutually beneficial to our customers and to our support team," explains Haller. "In fact, in the previous year we were spending an average of about 11 minutes on each call, so it's encouraging to see that benchmark being surpassed."
One of the more important reasons for this, Haller says, is the application development experience within the team. "We know the product," he says. "Some of the people who answer the StayLinked Support line actually wrote pieces of the code. Our roots are in application development for systems that have been in place for years, sometimes decades. When our customers call us for help, they're speaking with a team that has meaningful and valuable experience in this space, not just from a troubleshooting perspective, but from a development perspective."
Emergency Support: There When You Need It Most
Emergency support response times are critical, and the StayLinked Support team is well aware of what's at stake in these situations.
"We get emergency calls," says Haller. "Things happen, and issues arise, and they don't always happen at the most convenient time for everyone. We need people to know that when you use StayLinked, you will rarely have an event that requires support. If you do, we're here, and our number one goal is to keep your operations working."
In reviewing the data, Haller calculated that the average time for a customer to get someone with the knowledge to help on the emergency support line was 173 seconds.
"That's something we're proud of," he says. "When you measure your emergency response time in seconds, you have a pretty high bar you're trying to maintain, and even to raise. Response times of less than 3 minutes just confirms that we're committed to being available for our customers whenever they need us, even at inopportune times."
StayLinked Support: Getting Better and Going Global
Last year StayLinked grew substantially, and that expansion shows no signs of slowing down. "We experienced 40% growth in 2017," says Jay Cichosz, StayLinked Vice President of Marketing and Business Development. "We've accomplished this, in large part, because of the relationships we've been able to build across the globe. And with that comes an inherent responsibility to provide world-class support for our customers wherever they may be."
"We were very excited to expand our European presence," said Padraig Regan, StayLinked General Manager, Europe. "And we were fortunate to add Christian Blunschi to the European team. His experience with Terminal Emulation solutions is well-known and respected in the industry and has proved invaluable in increasing StayLinked's growth in the region."
Christian Blunschi, Technical Account Manager for Europe, has been instrumental in maintaining the high level of support around the globe, especially in Europe and Asia.
"It's a responsibility none of us takes lightly," says Blunschi. "I've worked in the industry for decades and StayLinked's reputation for incredible support is unsurpassed. It really is. I think if you ask people who've had to use StayLinked support—and we actually did!—they are happy to tell you how great it is. To be a part of maintaining that level is a challenge any organization would want to have."
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
With the introduction of host-based, thin client emulation in 2002, StayLinked Terminal Emulation changed the landscape of wireless host-based application delivery and stability. The company has continued to drive innovation with true software-only emulation session persistence; centralized session configuration, control, and management of wireless emulation sessions (Telnet/SSH); terminal emulation application modernization (SmartTE), and the only Business Intelligence product designed for terminal emulation environments (StayLinked iQ). StayLinked software is available for all popular mobile devices from those running traditional operating systems such as DOS, CE, and Windows Mobile to the latest versions of iOS and Android. For more information, visit www.staylinked.com, email [email protected], or call +1-714-918-7700.
SOURCE StayLinked Corporation