Three Key Considerations for Excellent Service and Support

While we were exhibiting and presenting at Black Hat in August, we heard from many booth visitors how important support and service are to them. While that doesn’t come as a surprise, we were alarmed to hear they regularly spend hours on the phone trying to make their chosen endpoint security solution work effectively. It just shouldn’t be like that.

Our philosophy is that there are three key pillars to customer support and service:

  • 1) Customer Focus
  • 2) Operational Acumen
  • 3) Awesome Technology

Let’s take a look at each of these areas.

Customer Focus

There’s a reason there are executives in charge of customer success, because customers are the be-all and end-all of a company’s existence. If customers aren’t happy, they aren’t paying invoices and are likely telling their colleagues. This predicament leads to churn and tarnished reputations and makes the next sales win just that much harder. But what is customer success, really? For enSilo, it means listening to what our customers are saying as well as how our employees are responding. Are our employees attuned to customer concerns and do they feel empowered to go above and beyond to solve problems? What we don’t want is stultified, standardized responses -- and delivering outside of the box, so to speak, requires a kind of emotional intelligence that is not easily found in the technology world. But doing so is critical to making customers feel heard, solving their problems and answering their questions in a way that delights them. We wouldn’t want anything less.

Operational Acumen

But on its own, customer focus is not enough. You also need operational acumen, and by that I mean the kinds of policies and procedures that are mature enough to be comprehensive and efficient but also flexible enough to be helpful. What’s the point of doing things in a certain way if they don’t provide either: 1) operational insight into the account or 2) a supportive way to handle issues? Here at enSilo, we have the flexibility and urgency of a start-up combined with customer success best practices garnered from years of experience. We think it’s the best scenario for supporting customers. Growth and maturity without losing the entrepreneurial spirit is really the name of the game.

Awesome Technology

At the heart of awesome customer service is a product that is engineered to be easy to use and support. In the endpoint game, how security technology interoperates with other technologies can make support a nightmare that no amount of customer focus can overcome. Think about it: there are thousands and thousands of potential conflicts with applications, many of which you’ve probably never even heard of, yet they are running in your environment. Or perhaps you’ve heard of them but just don’t have the bandwidth to support them, so you are picking up the pieces when issues arise. Because enSilo’s technology is lightweight (yes, really!) Our detection and blocking are kernel-level and we don’t need to hook every process; this approach is much less intrusive in collecting data and therefore less likely to cause problems from the get-go.

Here’s what our customers have to say about working with us, straight from Gartner Peer Reviews (you can read all 26 customer reviews with an average rating of 4.8/5.0 here):

Gartner Peer Insights

“enSilo has a product that can either complement or replace existing malware protection software. Their engineering and support teams have been responsive and very helpful with setup and ongoing maintenance. We are very satisfied with the product.”

  • - Title: Manager, IT Security, Networks and Services
  • - Industry: Energy and Utilities
  • - Firm Size: $250M-$500M USD

“Customer Support is one of the best I've experienced with a Cyber Security product. Representatives know their software and its capability, and are quick to provide answers or a detailed analysis upon request.”

  • - Title: CISO
  • - Industry: Finance
  • - Firm Size: $3B-$10B USD

“enSilo does a fantastic job protecting our assets and data. The support team is very responsive in helping out with any issues and has gone out of their way to make sure we are satisfied customers. For the most part, the product just works; we rarely even open the admin console.”

  • - Title: Senior Systems Engineer
  • - Industry: Finance
  • - Firm Size: $500M-$1B USD

"Rollout Was Extremely Easy and The Support Is Great!"

  • - Title: Director - Enterprise Dev/Ops
  • - Industry: Manufacturing
  • - Firm Size: $250M-$500M USD

At the end of the day, strong support means better security and fewer breaches. If you can’t say the same things about your endpoint security vendor as our customers do, why not consider enSilo? If you’d like to learn more, I encourage you to watch the video or register for a test drive.

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