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We Asked Our Customers for an Honest Rating. Here’s What They Said.

February 3, 2022

Every year we send out a survey asking our customers to provide an honest rating of their experience using Help Lightning and engaging with our team. We also ask for feedback on how we can improve their experience. This year we’re putting our survey scores out into the world. Why? Because we value transparency and are grateful for customer feedback. 

In this article, we share both our Net Promoter Score (NPS) and results from our Customer Satisfaction Survey.

The success of our customers and honest feedback is what inspires our team and also challenges us to continue upleveling Help Lightning to make customer experiences the best they can be. It’s not enough to create a great tool—we need to ensure Help Lightning is easily adopted and delivers on ROI.

ROI Help Lightning Customers’ Experience

An important part of our survey was qualifying true successes customers are having using Help Lightning. Part of customer success is ensuring customers know how to apply Help Lightning for optimal value, but at the end of the day, our customers must experience that success across their organizations.

Here’s the breakdown of Help Lightning’s NPS:

49% of survey respondents gave us a 10 out of 10.

18% of survey respondents gave us a 9 out of 10.

20% of survey respondents gave us an 8 out of 10.

13% of survey respondents gave us a 7 out of 10. (No one scored us lower than a 7)

And here’s what some of our customers had to say:

“Help Lightning continues to solve real everyday business issues with ease and low cost, and has been instrumental in reducing travel expense and parts costs while improving customer experience metrics. And we get outstanding support!” -Tim Spencer, BUNN

“Simply a great tool that is easy to learn, easy to use, but makes a huge impact.”

“Helps solve more machine issues remotely rather than having to send a service tech. This reduces machine downtime for our customers.” -Mark Ottaway, Makino

“Having the ability to put an expert virtually in the room with a new recruit has helped both our new tech become productive faster and cut our “time to solution” on troubleshooting calls by 20%.” -Terry Anderson, Smart Care Equipment Solutions

“Help Lightning is a great tool for providing remote service when the tech can not be there in front of the machine. It is also useful in helping inexperienced techs get help from senior techs that are not in the same geography.” -Roger W O’Connor, Gosiger

These are the types of results we are aiming for all customers to achieve in real world work environments. Part of the customer success process is strategic planning to achieve company-specific ROI. You can read more about that process here.

A Customer-Focused Attitude

“Everybody at Help Lightning is in customer success,” says Rachel Blackmon, Director of Customer Success here at Help Lightning. That attitude is certainly reflected in our Customer Success Satisfaction survey results; our customer success team received a 4.7 out of 5 score.  Nearly every comment from our customers noted receiving extremely high quality customer care.

Don’t take our word for it! Below are a handful of quotes (out of many) from our customers.

“I’m grateful for the support from the Help Lightning team. Especially the way the team is listening to the customer’s voice and taking action.”

“Support is outstanding! We were given training, call support, user onboarding, strategy, and best practice sharing, etc. Definite value add!”

“I have the feeling that Help Lighting is trying to support our company as a team. I am grateful for your support such as organizing the session to listen to our requirements and bringing people from design sections. Thank you for your great support and I would appreciate it if you could tell my gratitude to the relevant teams as well.”

“Great support and ongoing connection to us. Very helpful in ensuring we are successful.”

A core value at Help Lightning is to be “high touch” with our customers, treating all customers equally, and helping from end-to-end. This includes training, adoption, and expansion.

Blackmon, while very pleased with Help Lightning’s customer success scores, was not at all surprised by them. “Our customers are often surprised by the amount of training and support they receive from us. They quickly realize they didn’t just buy a tool. They are also buying change management, and they are getting a customer success team to support them in that,” Blackmon says.

The Impact of High Survey Scores for Help Lightning

Our team is proud of achieving such high scores, but we will never rest on our laurels! Together with those scores, customers also provided helpful and constructive feedback on ways to improve Help Lightning for their use cases. We always listen to our customers and take requests very seriously, and Help Lightning’s continual evolution reflects that.

To learn more about how Help Lightning’s AR-enabled remote visual support platform can help your organization, click here.

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