We are lucky to have a diverse, international, and highly professional support team, that is always ready to go out of their way to help our customers and it shows. They react quickly to problems, making sure that 75% of tickets submitted to our Help Center are answered within an hour or less, and it keeps getting better.
Plus, the Enalyzer Support rating has never been short of impressive. Check it our for yourselves.
That’s why today, we’re happy to shed the spotlight on some of our key supporters, so you can learn a little bit about the people at the other end of the line, and what kind of work they do.
So, what is a typical day at Enalyzer Support?
“It’s normally busy, not only do we answer our customer’s calls and emails, but we also constantly work together with all the other departments to ensure that every customer contacting Enalyzer gets the correct information and gets in contact with the right Enalyzer, for example, our consultants.”
– Mille, Norway
What do you like about working in support?
“I like to teach our customers more about Enalyzer and tips on how to enalyze better, or as we say become an Enalyzer Pro. It is such a good feeling when you can maneuver and figure the tool out by yourself, and I always aim at giving our customers this opportunity, by teaching them. I want them to get a better understanding of the tool, not just get a quick, but satisfying answer to their query. I want to also enhance their overall understanding when they contact us so that next time they might understand the tool better and figure out things by themselves.”
“Hearing a customer’s relief and happiness after talking to us, especially if they have spent a lot of time and effort trying to solve the problem themselves is my favorite part of my job. It never gets old.”
– Mille, Norway
What kind of queries do you usually get in support?
“We are focusing our support towards helping the customers get a full understanding of our tool. This means that we can answer general questions about Enalyzer and what the tool can do for the customers, but also guide them in specific questions or problems that they have encountered within Enalyzer. Apart from that, we can help the customers with questions regarding their accounts.”
“More concretely, I find that the functions customer most often ask about are related to downloading their raw data file in order to see the data of each individual respondent, as well as tips on report filters to get the best out of their insights”
– Ibi, Denmark
What is your favorite story about an interaction with a customer?
“I can’t think of a favorite story, but there has been plenty of occasions where you can save the customer a lot of time by giving them small tips and tricks. That is always associated with a lot of excitement.
For example, best practice tips in relation to conditions and jumps in the survey, avoiding unnecessary questions to ensure a higher response rate, and the variety of possibilities in reporting by using filters and data series.”
– Marita, Norway
“I had a customer who was launching a survey globally. We started a good chat and she talked about the workload she had because of this massive survey. However, everything ended up with a big laugh and a happy customer after I showed her how easy it was to translate the survey. She had initially thought that she had to create a survey per language that she was launching (which were many, many languages), but was quite happy when she realized that she only had to create one and translate it!”
– Fredrik, Sweden
What advice would you give to new supporters?
“I think that the best advice to give to a new supporter would be that it gets easy after a while. Since we talk directly to our customers it can sometimes get nerve-racking and it’s a lot of information, in the beginning, however after a while, you do a lot of it on autopilot.”
– Mille, Norway
And finally, as a new addition to the team, can you share some of your experiences?
“Being new in support is both challenging and rewarding. We talked to many different customers every day, each of them having individual and specific questions. This can sometimes get overwhelming as we supporters need to efficiently handle and adapt to each customer request in a really short period of time. However, the gratitude and appreciation that customers have after getting guidance from us, makes the whole process really gratifying.”
– Cristina, Spain
Aren’t they great? We think so, but we know we’re biased, that’s why we’ve compiled some testimonials from our customers. So if you won’t take our word for it, keep reading.
“Mathilde Thomsen returned our call and we got the best help. High praise for Mathilde, who was quickly able to understand our challenges.”
– Mia Nørby, Region Nordjylland
“I think your support is great! I always get fast answers and my problems solved.”
– Malgorzata Ligowska-Marzeta, Danish Health Authority
“Fast and extremely friendly support, this is really good!”
– Ketil Heyerdahl, Norsk Journalistlag
“I have only called Enalyzer Support a couple of times and I have always received quick and prompt help and answers to my questions. Super nice – good customer service”
– Malou Jessen, KMD
Our support team handles queries from all around the world and are equipped to assist you with any questions you may have about Enalyzer or overall survey and report queries.
You can get in touch with them at firstname.lastname@example.org