Business operations never sleep and customer expectations are higher than ever, so the quality of support can make or break a software platform’s success. We at Sodales don’t just understand this – we embrace it. With a customer-centric approach that anticipates and adapts to the ever-evolving needs of organizations across all industries, Sodales has developed a support model that is not just robust, but exceptional.
Here’s a closer look at how Sodales’ support model stands out in a crowded marketplace, setting new benchmarks for excellence and reliability.
The Critical Role of Exceptional Customer Service in Global Software Delivery
77% of leaders prioritize customer experience, yet only 26% believe their customer-facing team handoffs appear seamless to customers. In today’s interconnected world, providing exceptional customer service is not just important—it’s essential. When delivering software to a global customer base, the stakes are high. Organizations across different time zones and cultural contexts rely on prompt, effective and culturally sensitive support to keep their operations running smoothly. Exceptional customer service ensures that every user feels valued and understood, fostering trust and loyalty that can set a company apart in a competitive market.
Great customer service also drives repeat business through the adoption of additional products and services. Satisfied customers are more likely to explore and invest in a company’s broader offerings, knowing they can rely on the same high level of support. This not only increases revenue but also deepens the customer relationship, creating a more integrated and indispensable partnership.
Customer references are another critical benefit of outstanding service. Happy customers become advocates, sharing their positive experiences with others, and serving as powerful endorsements that can attract new business. These references are invaluable in building credibility and trust with potential customers, showcasing real-world success stories that highlight the benefits of the software and the support behind it.
Additionally, exceptional customer service encourages increased usage and engagement with the software. When customers know they have a reliable support system, they are more likely to fully utilize the software’s features and capabilities, leading to greater satisfaction and better business outcomes. This enhanced usage not only delivers more value to the customers but also provides valuable insights and feedback that can drive continuous improvement of the software.
By swiftly resolving issues and providing consistent, high-quality support, software companies like Sodales enable their customers to maximize the software’s value and achieve their business objectives. This commitment to excellence in customer service not only supports business continuity but also positions the company as a true partner in their customers’ success. Now let’s take a closer look at how Sodales’ customer-centric approach is the key to our outstanding customer service.
Customer-Centered Support Throughout the Project Lifecycle
Sodales is dedicated to providing customer-centered support at every stage of the project. We invest significant time in conducting thorough assessments to ensure we deliver the best possible support and experience. Our team of experts, well-versed in industry best practices, guides our customers to make informed decisions that drive their organization’s success. By prioritizing customer needs and leveraging our deep industry knowledge, we ensure a seamless and successful partnership. Let’s look at how Sodales’ dedication to providing customer-centered support is demonstrated:
Adaptability Beyond Implementation
Sodales recognizes that customer requirements are not static. As businesses grow and evolve, so do their needs. The adaptability of the Sodales platform extends well beyond the initial implementation phase offering continuous support and agility. Customers can continuously enhance their use of the platform, by adding new modules or configuring modules to their industry-specific needs, ensuring it remains a perfect fit. This flexibility ensures that Sodales grows with your business, providing long-term value and relevance.
Exceptional Support and SLA
One of the key differentiators of the Sodales support model is its commitment to providing exceptional support and maintaining stringent Service Level Agreements (SLAs). Customers consistently praise the reliability and promptness of Sodales’ support services. With clear SLAs in place, customers can trust that their issues will be addressed swiftly and effectively, minimizing downtime and disruption to their operations.
For example, Sodales’ ticketing tool used for post-go-live support generates daily reports, notifications and reminders, while also supporting various reporting formats, and regular calls are conducted to review and improve support processes. This comprehensive and proactive support, combined with stringent SLAs, ensures customers receive reliable, prompt and effective assistance, fostering trust and satisfaction.
24/7 Responsive Support
In our interconnected world, businesses operate across multiple time zones, necessitating round-the-clock support. Sodales offers 24/7 coverage, ensuring that help is always available when needed. The support team is not only responsive but also highly supportive, ready to assist with any issues or questions. This global coverage is further enhanced by a sophisticated ticketing tool that maps support to the customer’s time zone, ensuring timely and relevant assistance.
Multilingual Support
Language should never be a barrier to effective support. Sodales offers support in multiple languages, including Spanish, French, Arabic and English, among others. This multilingual support ensures that customers can communicate comfortably and clearly, receiving the assistance they need without language-related misunderstandings.
Extended Hyper-care
Sodales goes the extra mile with its extended hyper-care services. During critical periods, such as post-implementation, Sodales provides additional support to ensure a smooth transition. This extended hyper-care is a testament to Sodales’ commitment to customer success, providing peace of mind during crucial times.
A Collaborative Approach to Customer Support
Support at Sodales is not just about fixing problems; it’s about fostering a collaborative relationship with customers. The support team works closely with customers to understand their unique challenges and develop tailored solutions. This collaborative approach ensures that customers receive personalized support that addresses their specific needs and goals.
From the initial consultation to ongoing support, Sodales engages with customers at every step, actively listening to their feedback and incorporating it into the support strategy. Regular touchpoints allow for continuous dialogue and improvement. These sessions are not merely about addressing issues but also about anticipating future needs and proactively suggesting enhancements.
Additionally, Sodales empowers its customers by providing comprehensive training and onboarding for their teams, ensuring they are well-equipped to utilize the platform effectively. This emphasis on collaboration extends to joint problem-solving sessions and shared access to performance metrics, fostering a partnership mentality. By working hand-in-hand with customers, Sodales ensures that the support provided is not only reactive but also proactive, driving continuous improvement and long-term success.
Discover the Full Potential of Sodales
Sodales’ support model is designed with the customer at its heart and has been a big part of the trust we have gained from global leading enterprises. By offering unmatched adaptability, exceptional support and SLA, 24/7 responsiveness and a collaborative approach, Sodales sets a new standard in customer service. This commitment to excellence ensures that Sodales not only meets but exceeds customer expectations, driving long-term success and satisfaction.
To learn more about Sodales’ full range of modules and features and how they can benefit your organization, explore our comprehensive feature list here. Let Sodales help you achieve your business goals with unparalleled support and expertise, book your free industry-specific demo today.
