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Throughout our customer journey, the D2iQ Customer Operations team provides our customers with best-in-class enterprise-grade support for all of our products. Customers trust our products in mission-critical environments, and our support is a critical aspect of ensuring that customers are successful day in and day out with our products. With a team of engineers located in each EMEA, APAC, and the Americas regions, we provide our customers with support coverage 24/7/365. Since 2021, we have had many accomplishments that we wish to highlight.
Since 2021, we have kicked off and completed our Support Portal migration. The accomplished goals of this were to provide our customers with a single unified place to be able to file a support or feature request, browse the Knowledge Base, access product downloads, and manage product licenses – ultimately reaching their desired outcomes more quickly. With this migration, we also introduced several additional quality-of-life features for our customers, including, but not limited to:
- Domain mapping for a better customer experience when onboarding new users to their account
- End-to-end file encryption for increased security
- Multi-region file uploads for faster upload speeds
- Larger file upload limits to reduce or remove the need for customers to split larger files
Expanding on the Support Knowledge Base mentioned above, our newly integrated Knolwedge Base provides customers with answers to common questions, tips and tricks, product advisories, product downloads, and more. The Knowledge Base is constantly updated and allows us to have greater velocity in sharing knowledge with our customers. Over the past year, we are extremely proud to say that the team authored over 200 unique Knowledge Base articles. Each of these items directly provides value to our customers and the general public, as they are able to leverage the Knowledge Base to answer their questions, resolve issues, provide information, etc.
As mentioned previously, our Licensing Portal is another new feature that we brought to our Support Portal. The Licensing Portal is available via the Support Portal to all customers who have purchased DKP and allows customers to easily track license consumption and expiration, generate licenses for new clusters, and view, edit, renew, or deactivate existing licenses. This allows customers to be self-sufficient with their licensing, move more quickly, and be agile. This model has proven to be extremely valuable for our customers.
Since 2021, the team has put great effort into achievements around certification. To ensure that the team has the greatest understanding of the ins and outs of our platform as possible, each member of the support team has obtained Certified Kubernetes Administrator (CKA) certification. According to the Cloud Native Computing Foundation (CNCF), “the purpose of the Certified Kubernetes Administrator (CKA) program is to provide assurance that CKAs have the skills, knowledge, and competency to perform the responsibilities of Kubernetes administrators.” With this certification status, our customers can be confident that each and every interaction with the support team will be with subject matter experts and they will have a first-class experience.
Quantifying the value that we have brought to our customers, we have achieved a 98.5% positive Customer Satisfaction rating since 2021. According to the American Customer Satisfaction Index (ASCI), the industry average is around 76%. This means that the team is well-exceeding the industry average, and we are extremely proud of our success and our customer’s satisfaction with our support. Additionally, the team has met our service-level agreements (SLAs) 100% of the time. With this, we have also maintained around a 12-minute average response time to severity 1 cases, which well exceeds our contractual SLAs.
Ultimately, we think our customers say it best! Here is some of what they are saying:
- “Wish all my vendors were this good!”
- “Very fast and accurate response. Thanks! Great service”
- “The quality is impeccable. I got an objective, crisp and concise reply here.”
- “All good, perfect help from Sergei and his teammates.”
Nomination Title: D2iQ's Customer Operations Team
