By: Roy Singer, Autotalks’ Customer Support Team Leader
At Autotalks, we believe that fruitful technical collaboration with our customers and partners is a critical enabler for our mutual success. Therefore, we have set it as a core value to Elevate our Customers Experience. In this blog post, we share our methods for building a successful customer experience.
Our vision for fulfilling this value at the technical-levels are:
- Providing exceptional customer support services
- Involvement throughout all customer design stages while sharing our expertise
- Establishing a convenient interface to the customer development team
- Continuously striving to improve customer satisfaction
Providing exceptional customer support services
The key to any successful customer support is true expertise. Customers expect high-quality answers from experts, addressing all aspects of the assistance request. The customer support team must, therefore, master all product domains.
Autotalks products are by nature a multi-discipline system-on-chip, embedding radio, a programmable application processor, security, CAN-bus interfaces, and various peripherals. As such, our support team is constantly expanding skills in various topics ranging from VLSI, system architecture & design, security design, software, wireless, and more. The team is required to be knowledgeable in various industry standards for automotive quality. And, of course, being a global V2X solution company, familiar with the standards of IEEE-802.11p and 3GPP C-V2X. Software items being handled by the support team range from Low-level BSP, through the device drivers, security protocols, and up to high-level stack and applications.
Our exceptional customer support services are enabled thanks to the professional team of support engineers and regional support experts who drive it.
Involvement throughout all design stages while sharing our expertise
Outstanding customer support not only addresses requests for assistance but knows how to guide the customer throughout the design process to minimize bugs and design iterations. The know-how is not only how to activate the product, but how to build an optimal solution using it.
All Support teammates have substantial engineering experience in the chip development industry. Being extremely hands-on, they provide services of bringing-up customer systems and various integration tasks. This allows them to gain familiarity with customer systems, reducing the resolution cycle of subsequent cases by providing to-the-point responses. Being familiar with each of our customers’ specific designs and market requirements, allows the team to gain insight to the big picture, and therefore suggest a wide range of out-of-the-box solutions.
Autotalks provides board design and layout review services which are carried out by highly-knowledgeable board designers, RF and system experts. These have consistently proven to reduce the number of customer HW revisions and shorten the overall time required towards production.
Lately, we have initiated the knowledge-base repository, and have been expanding it ever since. It contains articles with answers to frequently asked questions, and best practices, aiming to share our expertise even more.
Prior to COVID-19, our team would travel to customer sites for delivering workshops, conducting field-tests, and assisting with system bring-ups and problem-solving. With the current travel restrictions, we continue to provide all these services remotely.
Establishing a convenient interface to the customer development team
An outstanding customer support service efficiently leverages the developers within the organization when deep technical aspects are raised. A customer cannot be expected to chase the relevant engineers at Autotalks and track who is responsible for what. A superb customer support service manages the internal flow of obtaining the relevant information from the right engineer. In many cases, this information needs to be collected from several engineers within the organization and digested into a customer-friendly format.
Being the main technical focal point, the support service provides our customers access to Autotalk’s vast knowledge and expertise in the field of V2X.
Implementation of the three-tier support model guarantees that regional experts are backed-up by the support experts at the headquarters, which are in-turn backed-up by the entire R&D team so that no question is left unanswered.
Continuously striving to improve customer satisfaction
Achieving outstanding customer support is a never-ending process. As customer expectations keep rising, so should the quality of the support service. Standing in place would be perceived by customers as degradation.
We continuously monitor customer satisfaction on resolved cases, examine the feedback, and periodically audit at all management levels; assessing, asking ourselves “what can be done better?”, and implementing ideas that come up.
Our team is highly customer orientated and is driven by the high scores received on solved tickets. We pride ourselves on these satisfaction rates and take it as an indication that we are doing something right.