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Rubrik -  - How Rubrik Delivers a World-Class Customer Experience

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How Rubrik Delivers a World-Class Customer Experience

Rubrik recently received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. for providing excellent customer support in 2016. Giri Iyer, VP of Global Customer Support and Success, explains how he maintains high-quality service among a rapidly-growing customer base. What makes Rubrik’s customer support different from other companies? Rubrik places customer satisfaction at the forefront of support. One way this is achieved is through customer advocacy, meaning that we work with customers to better strategize our product and experience. This internal engagement allows us to understand the needs and pain points of our customers. We have established multiple channels for our “Voice of the Customer” program. In addition to closed case surveys, customers can use embedded thermometers for every case update to provide real-time, one-click feedback. The VOC program also provides an “ideas forum” where they can submit new product ideas, view existing ideas from other customers, and up or down vote ideas. This platform allows customers to connect with Rubrik support, product management, and engineering. All feedback we receive is reviewed – no matter what – and then acted upon by the team. Constant monitoring of results is also a critical step of this process. What is your philosophy…