Xray wins Gold Award for Customer Service and Support Department of the Year

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We’re proud to share that Xray recently won the Gold Award for Customer Service and Support Department of the Year! We were recognized for our achievements of 99.7% SLA compliance and a 4.8/5 Customer Support Satisfaction.  

The Customer Sales & Service World Awards® is an international competition honoring achievements in customer experience.

Xray also won awards in the following categories:

  • Front-Line Customer Service & Support Team of the Year | IT or CyberSecurity - SILVER AWARD 
  • Customer Service & Support Department of the Year | Technology -   BRONZE AWARD 

Xray is a mission-critical tool at over 5,000 companies. 137 of the Global 500 like BMW, Samsung and Airbus, trust us to deliver the highest quality support and keep their operations running smoothly with fast and professional service.

Here’s how we’re committed to delivering the highest levels of support for your organization

Xray Support keeps your operations running smoothly

Xray Support has a tiered SLA structure, including a 24x7 30-minute support SLA for some large customers. Our support team has proven themselves worthy of recognition for their tremendous accomplishments:

  • 99.7% SLA compliance
  • 4.8/5 Support Satisfaction
  • 2.9 hr Average Response Time (including all customers)

You don’t need to just take our word for how great Xray Support is; we have many customer testimonials to say it for us:

“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 that there’s nothing better than making sure our customers feel understood.

Continuously growing and improving our support team

Our support team achieved these outstanding results because they focus on metrics and continuous improvement. In addition, in the last year alone, we:

  • Doubled the size of our support team
  • Expanded our support presence across 2 continents
  • Developed and implemented a comprehensive training program, including knowledge of QA methodologies and workflows

Xray is 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. 

When contacting our support, customers get:

  • Assistance with configuring Xray
  • Guidelines and best practices
  • Help with troubleshooting problems
  • Help with issues arising out of upgrades

Our support team ensures daily that our SLA is met and all questions and problems of our customers are resolved as soon as possible. We always guarantee that the response was effective and the reason for the contact was clarified.

"This is truly a great product for test management, and I am also extremely impressed by the support team behind the scenes as well. Every time I have had a need or concern, they always quickly respond with a solution, or a workaround. Often times they even take suggestions from our organization and include them as an item for consideration in the future as part of their roadmap.
 
Unlike other products, this team actually does incorporate that feedback in, as we have seen many of our requests implemented and rolled out in releases within a reasonable window of time. You are in good hands with the Xray Support Team."
                               
                                                 Xray Customer | Atlassian Marketplace

Training in software development and testing best practices

The 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 the support team’s understanding of it. There is a clear channel of communication between our development team and support engineers, and any information about new releases is on-goingly communicated. 

In addition, the team has ongoing training in soft skills to enhance how they speak, interact and engage with customers.

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

Thank you for trusting us with your test management

Nothing makes use happier than hearing satisfied customers. Now more than ever, B2B customers want a running partner and a coach that will be there when challenging situations arise. 

We know 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 pride ourselves in going above and beyond to help our customers have the best experience with Xray.  


Are you an enterprise customer? We created the Premium Support plan that goes above and beyond our regular support. On top of having a dedicated Support Manager, Premium 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.

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