Secrets Behind Our Five Star Customer Success Team

Our Customer Success team has achieved an outstanding 4.8/5 satisfaction rating, a result that reflects not just fast response times, but genuine partnership with our customers. Behind this number is a team deeply committed to understanding each customer’s unique setup, challenges, and goals. Their focus isn’t limited to resolving issues — it’s about helping customers grow, optimise, and succeed with confidence.

To understand what drives this exceptional level of satisfaction, we spoke with Liis and Keili, who shared how empathy, accountability, and proactive support have become the cornerstones of the team’s approach.

What’s the secret behind maintaining such high satisfaction?

One reason is certainly the speed at which we respond to customer questions. But probably even importantly, for each customer question, we take our time to understand the customer’s specific needs and history. We avoid giving standardised answers, even for the simplest of questions, because each of our customers have different business requirements and setups, so our support needs to be adapted accordingly.

We try to not overcomplicate our replies. If the customer seems a little unsure about taking the necessary steps in the system themselves, we always offer to double-check for them that everything is correct. And if there’s an error on our side that needs to be fixed, we always try to find workarounds or help the customer manage the situation until the issue is resolved.

When answering questions, we also consider other areas that could be optimised or improved to benefit the customer and make our recommendations accordingly. This is only possible if we have a good understanding of both the platform’s capabilities and the customer’s business logic. In short, our focus is not on reactive user support, but on proactive customer success.

What’s the most important value guiding your support team?

Being empathetic and being accountable. Trying to understand the customer’s situation and the pressure they might be under as well as making it clear to the customer that someone specific on our end is dealing with their issue and is keeping them informed.

How do you handle tough cases or challenging situations?

In tough cases it is important to be transparent and to keep the customer informed. When a customer is frustrated or upset, it is important to offer apologies, but more importantly we do our best to provide info on when or how the situation will be resolved. Where possible, we offer our help to manage the situation and find workarounds for issues that can’t be resolved straight away.

Can you share a moment or story that made you proud of your team?

When one customer was already preparing to leave our platform to implement alternative software, they ultimately decided to stay with us – one important factor being that our support is simply so much better.

And every time a word gets back to us that a customer has praised our customer success team in their professional network.