The average digital transformation journey for an organization is long and hard. Technical struggles aside, there are always additional, underestimated hurdles in reshaping company culture and process. As an organization in the business of making change more effective and sustainable, we understand very well that nobody likes change, even if it’s for the better. While we strive to constantly evolve our platform, we also know that the best technology alone is not enough to ensure our customers are successful. This is why we pride ourselves on delivering best-in-class support, with over 98% in customer satisfaction scores and recognition as a Gartner® Peer Insights™ Customers’ Choice this year. Ardoq’s customer support superstars are with you through the many pains of wrangling people, process, and technology.
From the Mouths of Happy Customers
This year, we are thrilled to have been recognized as a Gartner® Peer Insights™ Customers’ Choice in the 2024 Gartner Peer Insights Voice of the Customer for Enterprise Architecture Tools report. 100% of our customers would recommend our platform — a distinction only we received from all the vendors named in the report and our support experience, in particular, received an average score of 4.9 out of 5 (as of 29 February 2024 based on 57 reviews).
In the last twelve months, we also achieved over 98% in customer satisfaction scores, with an average first response time of under five minutes*. In addition to Gartner® Peer Insights™ reviews, here’s some fantastic feedback we have received from our customers directly on their support experiences with Ardoqians:
“I would like to thank you and the whole Ardoq support team for the exceptional support that you are providing to customers. It is truly best in class.”
“Best service I have had in 37 years of working in IT.”
“The best support I have ever had, so fast it's hard to believe we aren't the only ones using it.”
“I wish all our suppliers were as responsive as Ardoq!”
“I love Ardoq’s support, I don’t usually bother reaching out to support as it’s quicker just to Google, but at Ardoq, it’s genuinely unique, they’re a huge value add, it’s incredible.”
The Critical Importance of Support in SaaS
In a field as complex as Enterprise Architecture, offering the best platform isn’t enough to ensure our customers succeed and thrive with us. A world-class platform needs a world-class team supporting end users so that they can achieve their goals efficiently and effectively. Our customer support team is comprised of experts who ensure we are:
- Helping customers tackle complexity every step of the way: Most users of Ardoq are able to navigate challenges themselves first before reaching out to Ardoq Support. The rich Ardoq Help library consists of hundreds of how-to guides and best practices, where customers can self-serve information to tackle challenges and leverage opportunities in their own time. However, we also know documentation is never one-size-fits-all, especially for enterprises that vary vastly in needs and structure. Having a dedicated in-house team that can quickly respond to problems, help solve challenges, and collaborate closely with our engineering team on solutions has proved invaluable for our customers in their digital transformation initiatives.
- Working closely with customers to keep evolving our platform: We gain invaluable insight into the pain points and challenges our customers face through these conversations with customer support. These inform how we continue to develop Ardoq to meet mission-critical needs.
Ardoq’s Customer Support: Get to Know Our Superstars
Kristine Marhilevica, our Senior Director of Customer Support, has been instrumental in building the world-class global customer support team we have today from scratch. Her four support teams tackle over 700 support cases each month, a significant feat for just 13 people.
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To ensure we can serve all our customers equally quickly and effectively, these four customer support teams are based in Oslo, London, New York, and, as of June 2024, the West Coast as well. This latest opening ensures better support availability for our American and APAC customers.
The Key to Excellent Customer Support
So how do we do it? What’s our magic formula for fantastic customer support? Kristine feels that the customer support team’s superb performance is anchored by strong technical expertise and speed, as well as empathy and compassion.
“Our people listen to customer needs and requirements, often serving as valuable sparring partners, so the process of finding a solution can be quite collaborative. It’s important that they understand where the customer is coming from, both a technical and emotional point of view.
A sense of urgency in engaging with customers and their needs also helps us with building vital trust. It’s important that, on top of addressing their issues as best we can, our customers feel that they are heard, prioritized, and supported.”
- Kristine Marhilevica
Meet some of our superstars:
Uday Yeluri, Technical Support Team Lead (Oslo)
Uday has over ten years of experience in technical support and systems engineering to elevate team performance and enhance customer service operations. His proficiency extends to deep involvement with database analytics and ETL processes, which is instrumental in executing strategic business initiatives. Known for his methodical approach to problem-solving and his exceptional ability to clearly communicate intricate solutions, Uday ensures that technological implementations advance Ardoq’s objectives effectively.
What does excellent customer service mean to you?
To me, excellent customer service is all about making sure each customer feels truly heard, respected, and cared for. It’s not just about quickly fixing problems; it’s about building real connections. I strive to understand each person's needs and show genuine empathy in every interaction. You should be one step ahead, anticipating issues before they arise, and keeping communication clear and sincere from start to finish. More than anything, it’s about giving every customer a reassuring and positive experience, making them feel secure and valued. When customers know they can rely on us any time they need help, that’s when we’ve truly succeeded.
Han Yang, Senior Technical Support Consultant (London)
Han Yang brings a wealth of experience in troubleshooting and resolving complex technical issues to Ardoq, ensuring that customers receive the highest level of service and support. Over the past five years, he has honed his skills in diagnosing problems, implementing solutions, and providing clear, effective communication to guide users through technical challenges. His goal is to not only resolve issues but to build trust and foster long-term relationships with customers, ensuring they feel confident and supported in their use of technology.
What does excellent customer service mean to you?
Excellent customer service is about creating positive, memorable experiences for customers by going above and beyond their expectations. It involves being attentive, empathetic, and responsive to their needs, ensuring they feel valued and understood. It also means providing timely and effective solutions to their problems while also anticipating potential issues before they arise. Every interaction should be handled with professionalism and genuine care, ensuring they are kept informed on any updates while they are waiting for a response or resolution. Personalization is also very important, as it recognizes that each customer is unique and tailors the service to meet their specific needs.
Josh Teller, Technical Support Team Lead (North America)
Josh is a dedicated member of the Ardoq Support Team, with a focus on delivering top-notch customer support. With several years of experience in customer service, he prides himself on being a proactive problem solver who’s always ready to go the extra mile for our customers. His journey in customer support has been driven by a genuine passion for helping others and a commitment to ensuring that every interaction leaves a positive and lasting impression. At Ardoq, he works closely with customers to understand their unique needs and challenges, ensuring that they get the most out of our platform.
What does excellent customer service mean to you?
To me, excellent customer service is about more than just resolving issues—it’s about creating a meaningful connection with the customer. It starts with active listening to truly understand the customer's needs and concerns, followed by timely, accurate, and empathetic responses. Excellent customer service also involves anticipating potential issues before they arise and offering proactive solutions that can enhance the user’s experience. It’s about being reliable, consistent, and always striving to exceed expectations, ensuring that the customer feels valued and supported at every touchpoint. Ultimately, excellent customer service promotes trust and builds long-lasting relationships.
Erica Chong, Technical Support Consultant (North America)
Erica was named our Tech Support Consultant of the Year in 2023. She has always wanted to work at a start-up because of her keen interest in innovation and technology, as well as the fast-paced and dynamic environment that they offer. She chose customer support because it aligns well with her passion for helping others. She enjoys providing solutions and offering support, finding it rewarding to see the direct impact her efforts can have on a customer, as well as interacting with a wide range of people and learning from diverse questions and situations. She also finds that the new challenges and interactions each day keeps her work interesting and dynamic.
What does excellent customer service mean to you?
To me, excellent customer service is about prioritizing the customer’s needs and going above and beyond to surpass their expectations whenever possible. It means establishing trust and building strong relationships to ensure that customers feel valued, heard, and satisfied. Good customer service involves actively listening to customers’ concerns, empathizing with their frustration, and promptly providing a resolution. Being knowledgeable, responsive, and respectful is key to fulfilling their needs and expectations. Ultimately, consistently delivering high-quality service that is effective and supportive is invaluable, as it fosters positive experiences and lasting loyalty.
Supporting Every Step of Your Digital Transformation Success
Kristine and her teams are on the frontlines, delivering world-class customer support that has been critical to the success and effectiveness of our platform. By connecting with customers with empathy and compassion at lightning speed, we believe our customer support experience is one of the many vital things that sets Ardoq apart.
Learn more about what our customers have to say about our platform and support team: Hear From Our Customers With The Gartner® Peer Insights™.
* Based on transactional customer satisfaction survey ratings in Intercom. First response times, response times, and time to close times are also calculated automatically in Intercom based on opening times and defined response service-level agreements (SLAs).
Gartner Peer Insights ‘Voice of the Customer’: Enterprise Architecture Tools, May 2024
Gartner, Inc. Voice of the Customer for Enterprise Architecture Tools. Peer Contributors. 30 May 2024.
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Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
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- Reports 2024 Gartner Peer Insights Voice of the Customer: Enterprise Architecture Tools 2023 Gartner Magic Quadrant for Enterprise Architecture Tools
- Blog Posts Want to Learn About Ardoq? Hear From Our Customers With The Confidence of Gartner® Peer Insights™ Ardoq Recognized as a 2024 Gartner® Peer Insights™ Customers’ Choice for Enterprise Architecture Tools, receiving a rating of 4.8 out of 5 stars*
