Nobody scored better in customer service this past year than SecurityScorecard, Sky Express partner company.
The security ratings company assesses various companies’ cyber postures and assigns a score that security professionals can review, helping them assess the risk of current or future business partners.
The company’s customer service superiority starts with the Customer Success Manager (CSM) that each client is assigned as a strategic advisor. The CSM takes customers through a customized on-boarding process, which includes a live demo of the platform that’s specific to each client’s use case, and helps ensure that project milestones are met. Supplementing the CMS is the Customer Support team, which reviews, validates and remediates disputed claims or ratings within 48 hours. Customers also have a dedicated solutions engineer for technical support, while a customer reliability engineer ensures all remediation requests delivered through the platform are resolved in an appropriate and timely manner.
From a sales perspective, SecurityScorecard operates via a pod structure, with each pod focused on a territory supported by a field sales representative or inside sales representative, who acts as an additional line of communication.
Customers also have access to unlimited web-based help, as well as on-site support (via its Professional Services offering) and reading materials, including platform video tutorials, knowledge base articles, supplemental best practice documentation, eBooks, white papers and FAQs.
The company responds to customer feedback via reviews and social media, and its product management team also holds regular user feedback sessions. Additionally, SecurityScorecard has a Customer Advisory Board for knowledge sharing and strategic feedback.
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