By Cathy Kim, COO, Voluware, Inc.
Customer love is a key metric for our company. All that (somewhat cheesy) stuff about loving your customers, who love you back, thereby creating a virtuous cycle: it’s true. It’s also one of things that powers Voluware. We passionately assert that we aren’t just software; we are truly software as a service.
So here’s what we do to feed the virtuous cycle of customer-Voluware love. It basically boils down to 2 main principles: (1) capitalize on VALER’s unique qualities and (2) cultivate customer communication.
- Everyone in the company is on the customer support emails: from the CEO to sales and marketing to every last engineer. Because we customize our software to each client, it’s critical that we try to understand what it’s like to be in the user’s shoes.
- A corollary of the above: no robotic email reply or ticketing system. We will put off a ticketing system for as long as we can because we want each user to feel the personal touch. This isn’t just benevolence on our part. It’s how we have a finger on the pulse of the customer and learn about new pain points that VALER can solve.
- We insist on feedback. We tell our customers over and over again, “We can’t get you to where you want to be unless you talk to us.” We insist on it because, over 90% of the time, we can innovate or problem-solve right away. We don’t have to wait for a software release in a few months. We don’t have to put it into a queue. We can execute while the users are on the system. That’s the beauty of liveware – what we call a run-time changeable system. (For more on liveware, see our CEO’s blogpost from July 2018 on it). It’s ridiculously powerful and I can’t imagine doing it any other way.
- Customizing VALER. The process of customizing VALER means we learn the workflows intimately. From kickoff to implementation and well into deploy, we have to maintain great communication or else the constant iteration to arrive at the ideal VALER won’t happen.
Recently, one of our customers was asked by another healthcare vendor to rate the implementation process in comparison to other software implementations. Our customer told another vendor and happened to tell me later as an afterthought: “We’ve never felt more supported with any other place company or vendor than the VALER team. VALER is all in and all they want is to for us to be as successful as we can while using their software.” I could not have asked for a better testimonial of customer love.