More than just software: NetSupport provides support that customers notice!
Choosing software is only part of the decision. What happens after implementation often determines whether organisations stay with a supplier for years or start looking elsewhere.
For many NetSupport customers, technical support is one of the reasons they continue to use our products. Whether they’re managing school devices before lessons begin, supporting a business with a critical IT issue or deploying software across multiple sites, they need to know that help is available when they need it.
Recent customer feedback shows we’re delivering on that expectation.
When asked, ‘Was your issue resolved to your satisfaction?’, 90% of customers answered ‘Yes’, based on 375 responses.
We also asked whether their issue had been resolved within a suitable timeframe. 93% said ‘Yes’.
While we’re pleased with those figures, they aren’t viewed as a finish line. Every piece of feedback is reviewed because even positive results leave room to improve. Support isn’t measured by a single interaction, but by consistently helping customers resolve problems quickly and effectively.
The team behind the results
Behind those results is a team with an exceptional level of experience. The average length of service within the NetSupport support team is 13 years, something that’s increasingly unusual in the technology sector. That experience matters. It means many of the engineers supporting customers today have spent years developing an in-depth understanding of our products, as well as the environments in which they’re used.
They understand the pressures facing a school IT manager trying to restore access before the first lesson. They know that a business experiencing downtime isn’t interested in technical jargon, they simply need the issue resolved. Experience helps shorten conversations, identify likely causes more quickly and provide practical solutions.
Our technical support operation is centred in our UK HQ, where customers can contact the team by telephone, email or online chat. Working alongside colleagues in the USA also allows us to provide support across global time zones, helping customers wherever they are based.
Technology continues to evolve, but one thing hasn’t changed. Customers still value speaking to knowledgeable people who understand both the product and the problem they’re trying to solve.
Software features may influence an initial purchase, but ongoing support often determines long-term confidence. It’s one of the reasons many customers tell us that the quality of our technical support sets NetSupport apart from other providers.
As we continue to develop our products, we’ll also continue listening to the people who use them every day. Customer feedback doesn’t simply measure performance. It helps shape how we deliver support, identify opportunities to improve and ensure every interaction is as helpful as possible.
The latest satisfaction scores are encouraging, but they’re only meaningful because they come directly from our customers. We’ll keep asking the questions, keep listening to the answers and keep looking for ways to improve the support experience for every organisation that chooses NetSupport.