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customer support

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

Company

How Rubrik Delivers a World-Class Customer Experience

Rubrik delivers 24/7 world-class customer support and is a recognized leader of customer satisfaction. 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 on providing a world-class customer…
Rubrik -  - Proactive, Real-time Monitoring and Alerting for Customer Engagement

Architecture

Proactive, Real-time Monitoring and Alerting for Customer Engagement

One of our main values is to deliver world-class customer experience. This entails actively engaging with customers to better understand their needs and to build products with the user in mind. An important tool for this type of engagement is a system reporting framework that allows our software to actively report data and to ensure we take the best possible course of action to continuously improve customer experience and the quality of our product. The Importance of Proactive Customer Engagement While proactive monitoring is not a new concept, many companies still rely on reactive support. Reactive customer engagement is expensive and time-consuming while proactive engagement focuses on non intrusive, metric-based optimizations to the performance of a product. At its core, it emphasizes an ongoing, elevated customer experience. Additionally, a proactive strategy requires cross-functional collaboration to drive success. At Rubrik, we monitor data in real-time and leverage analytics to: Predict customer needs before they even happen Optimize and analyze the performance of our software Alert for abnormal behavior to improve product quality. In summary, it allows us to understand how our services are performing, identify potential areas of risk, and obtain a holistic view on the overall health of our systems…