5 ways to know you're receiving the best customer support

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Did you know that 96% of customers say customer service is important in their choice of loyalty to a brand according to Microsoft’s State of Global Customer Service Report? Likewise, 68% of customers say the service representative is key to a positive service experience.

With statistics like these, it’s obvious that customer support is a top priority for companies and we don’t take that lightly. Not all software companies are made the same, and we like to pride ourselves in going above and beyond to help our customers have the best experience with Xray. 

Xray’s known for delivering stellar support to its customers since day one. From guidance in software implementation to tips and tricks on how to take full advantage of its capabilities, our team has you covered. 

Without overly boasting, here are the top ways we continuously commit to giving you the best customer support experience and championing your success. 

Lightning fast support you can count on

“The first feedback on Friday 17:21, request issued at 14:23 - so the answer was within less than 3 hours. Such SLA I do consider as a top value and I was able to solve my problems.”

                                             Xray Customer | Atlassian Marketplace

When we hear reviews like these we know we’re doing something right. We pride ourselves in being proactive and know there’s nothing better than making sure you feel understood. Sometimes solutions may take longer than expected, but we’ll always be communicating with you to resolve them quickly. 

Knowledgable experts that go above and beyond

“Very useful tool for organizing and executing tests which comes with a very fast, friendly and helpful support-team.”

                                              Xray Customer | Atlassian Marketplace

If you have a question, you can be sure you’ll get an answer. Our customer support team undergoes rigorous training to know the ins and outs of the Xray app as well as QA methodologies and workflows that are commonly used by teams in testing and development.  

As the Xray app evolves, so does their understanding of it. There is a clear channel of communication between our development team and support engineers, and any information about new releases gets communicated. 

Solutions and workarounds to your challenges

“I misunderstood expected behaviour of an aspect that I had not used before. Consequently, I made a serious mistake this morning and had to raise a tier two support ticket for assistance. I received a reply within a few minutes and the issue was resolved within 1 hour. It was an excellent customer service experience at a very stressful time, so top marks for Xpand IT.”

                                                  Xray Customer | Atlassian Marketplace

There’s no issue that’s too tough for our support team who's always up for a challenge. If there isn’t a known solution to your issue, you can be sure that we’ll come up with one.

Feedback that fuels the future of the product

“The customer support is warp speed reactive and helpful, they don't have a problem to set a webex session with you to help you fix issues, and don't be shy, submit feature requests, you could find it implemented in a next version!!”

                                              Xray Customer | Atlassian Marketplace

One thing about customer support is that it’s a 2-way street. When we talk with our customers, we not only pay attention to how to solve your problem currently but also how to help you avoid it in the future. We take your questions and concerns seriously, and always use it as constructive feedback to further evolve our product to meet your needs. 

Detailed documentation for quick answers

“The documentation is very extensive and detailed and the prompt support helps even if the questions are not Xray specific.”

                                             Xray Customer | Atlassian Marketplace

According to ZenDesk, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. That’s why the Xray documentation portal is rich with resources to guide you on your Xray journey and any unexpected questions or issues that may come along the way. We’ve anticipated that you may have questions as a new Xray user, just as well as a seasoned expert. 

We continuously gather community questions and feedback from our support channels to provide you with the best documentation that will give you quick answers to almost any question. You can also find tutorials and how-to’s on testing and QA methodologies

Premium Support adapted to your needs

With that being said, we realized that certain enterprise customers simply need an additional layer of support and expertise. They need a trusted partner who cares about their business as if it was their own. That’s why we created our Premium Support plan that goes above and beyond our regular support.

We want customers to have more flexibility: a Premium Support model that adapts to a team's high-level demands. On top of having a dedicated Support Manager, customers take advantage of shorter SLAs for Priority 1 and 2 issues on a 24/7 basis.


If your team needs this additional layer of support contact us.

Championing your success is our priority

“Very good support from the product support team. Able to resolve the issue with proper guidance and timely analysis from the team. Thanks!”

                                                Xray Customer | Atlassian Marketplace

Nothing makes use happier than to hear satisfied customers. Now more than ever before, B2B customers want a running buddy and a coach that will be there with them in the trenches when challenging situations arise. 

When we hear feedback like this, we know we’re on the right track. Do you agree that customer support experience is the most important element in buying B2B software? Leave us a comment below! 

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