Especially in the software industry, great customer service can be rare. Support often involves navigating a maze of chatbots and IVRs, making it difficult to find the right person to resolve an issue. But at Luware, we do things differently. Each of our customers is assigned a personal Customer Success Team member to support them throughout their onboarding journey.
Our Customer Success Teams assist customers with their contact center setup, environment testing, and incident management. The team consists of Customer Success Specialists, Managers & Engineers who ensure that our 1,000+ customers always have access to personal and professional assistance.
Although we are a relatively small team, we've set a high standard. We deliver 99.7% of ticket replies within our service level agreement (SLA) and have a 97 % positive support satisfaction rating. On average, new tickets are assigned and responded to in less than 27 minutes.
Sylvia Heiniger, Head of Customer Success at Luware, attributes this success to a strong team spirit and lean, efficient processes. "We have a great team spirit and are highly motivated to support each other and our customers. We're also closely aligned with other departments, especially Software Engineering. This enables us to quickly find solutions for our customers.”
To further expand our offering and increase our availability for premium support, we've recently expanded our operations to the west coast of Canada. Since August 2024, a new team in Vancouver is responsible for providing after-hours support to European customers as well as supporting our global customers during their normal hours.
The decision to expand to British Columbia was based on its strategic geographic location. The Pacific time zone perfectly complements Central European Time, allowing us to provide round-the-clock service. In addition, Canada's strong privacy laws, which are recognized by the EU, add another layer of security for our customers.
In addition to expanding the support team in North America, we have also launched new global clusters to improve performance and user experience. New clusters in Australia and the United States allow our global customers to host their data close to their user base and comply with their local regulations.
Managing a global team across time zones can be challenging. When our specialists in Zurich and London end their day, our colleagues in Vancouver are just starting theirs. But despite the physical distance and time difference, we've managed to maintain a healthy team dynamic.
Sylvia Heiniger has been doing a great job at keeping the Luware spirit alive as we expand globally. She says, "We have daily team calls where we update each other on professional matters, but we also make time to connect personally and share funny stories or personal experiences. These close personal and professional relationships are essential to maintaining a trusting and intimate work environment.”
Transparency is a key ingredient. We work in the open. Everyone on the team has access to all the relevant customer information they need to provide efficient and personalized service. This transparency also extends to leadership. Everyone has clearly defined responsibilities, and we empower people to take full ownership of processes.
We've received good feedback on this approach. One of our new Vancouver-based Technical Support Specialists says, "I am so impressed with how leadership welcomes new ideas and recognizes the individual skills of employees. The work culture here is truly the best I've ever experienced. Another specialist adds, "In previous roles I felt siloed, but at Luware I interact with all the different teams to solve customer problems. I have the tools I need, and everyone is very customer focused. It creates a really energizing atmosphere.”
With a combination of team spirit and personal agency, we've managed to create something truly exceptional at Luware. This is reflected not only in our Customer Satisfaction Score (CSAT) of 97.1 %, but also in the glowing feedback from customers. Marino Lauber, Head of Global IT Client Services at Sensirion, says: "[Luware's support] is amazingly good, very friendly and fast. The documentation was so thorough that we were able to do most of the setup ourselves. When we had questions, they were always answered quickly. Customer Dirk H. also compliments the quick response times, which allow him to resolve his questions quickly.
At Luware, your success is our success. We're driven by a passion for delivering exceptional customer service. This commitment is fueled by our empowered teams, transparent processes, and unwavering dedication to quality. Together, we're building a future where technology empowers businesses and enhances customer experiences.