So much has changed since I joined Ekahau as the Director of Customer Support and IT almost two years ago. Not only has the company released countless new products, features and enhancements, but our Customer Support team and training resources have grown significantly to keep up with our ever-expanding user base.
Over the years, we’ve received feedback from you on ways we can continue to improve and provide better services. Thank you for being in touch! We have listened to those requests and implemented several changes as a direct result.
Today, I’m happy to report that our Customer Satisfaction (CSAT) rating is now 93%! This is well above the industry average of 76% for business software providers. Of course this means that there is some level of dissatisfaction with 7% of our support inquiries – and we strive every day to improve.
I’d like to take this opportunity to walk you through recent improvements here at Customer Support that are designed to help you at every step of your Wi-Fi journey.
Larger Customer Support Team with Global Hours
Our Customer Support team has grown in both size and global reach in order to better serve you and be here when you need us. Our average time to resolution continues to close the gap on the speed of light, and we’ve also developed a customer service portal to deliver the best-possible support to the Wi-Fi community.
Aside from our CSAT score, how do we know we are on the right track? Because we hear it from you directly:
Where oh where is Ekahau Support, you ask? We’re everywhere you need us! Our team stretches the globe from the US to the Asia-Pacific regions and, of course, here in Helsinki, Finland alongside many of our product development counterparts. In fact, some of our longest tenured employees call the customer success and support team their home – dating back more than ten years.
Meet Agatha, Virtual Chat Assistant Extraordinaire
In Summer of 2021 we launched Agatha, our AI support assistant, to guide support portal users in navigating help documentation and to serve up the most relevant articles to answer their questions. To date, Agatha has been engaged in thousands of conversations that have either led to instant resolution or created detailed cases so our support team can get to work helping you.
In turn, Agatha has learned quite a bit about which articles make the biggest difference for each use case. Through AI learning, our support site continues to serve up better content with each interaction. Agatha is a wonderful first step to problem resolution, and in many cases, the fastest path to resolution. Be sure to check out Agatha in the bottom right-hand corner of your screen the next time you visit support.ekahau.com.
Introducing a Brand New Way to Reach Us Directly 🤙
Our newest development is that our phone system has received a massive overhaul with new routing architecture to help us better serve your needs.
Support Contacts: Get in touch with Ekahau Technical Support at support.ekahau.com. Our AI Agent Agatha answers your questions 24/7. You can also email us at [email protected] or call the toll-free number +1 (877) 607-8777
Hours: Our Customer Support team is available Monday through Friday.
Just as Wi-Fi has risen to business-critical technology for so many businesses, Ekahau has become business-critical for the day-to-day lives of our customers. This new enhanced support flexibility is just the next step in continuing our commitment to delivering world-class service.
An Enormous Thank You to All Our Amazing Customers
Our goal on the support team is to help every network owner and wireless service provider that signs up with Ekahau have an incredible experience so that they become an Ekahau customer for life. Our Ekahau product team is always releasing new features and products to make our customer’s lives easier – and we recognize that, with every support inquiry, Customer Support has an opportunity to reinforce a positive relationship.
We want to let you know that we have your back when it comes to resolving issues quickly and efficiently and we’re so glad to be a part of your wireless world.