Recently I had the pleasure of sitting down with two of ACD/Labs’ Technical Support superstars, Laura Zepeda and Irina Oshchepkova, to discuss their experience assisting customers with software challenges. I wanted to provide a platform for them to elaborate on the issues they regularly help resolve, and ask if they had any advice for users to ensure a trouble-free experience.
In 2017 we conducted our first formal customer service oriented survey. Completed by 482 industry professionals working in pharmaceuticals, academia, agrosciences, life science, and chemicals and materials science, our survey explored satisfaction with ACD/Labs’ support, responsiveness, employee knowledge, and overall software quality. A summary of the results is presented here.