floLIVE First Class Customer Support Continues to Improve

floLIVE collects our Customer Satisfaction Score (CSAT) each year to review our performance in our internal ticketing system. This year, we are excited to announce that our score has improved from 4.88 to 4.91. 93 percent of respondents give floLIVE customer support a 5-star review, and 99.3 percent give either a 4-star or 5-star review. 

When floLIVE boils down our value proposition and our mission, one of the most important aspects of floLIVE’s business is how we treat our customers. We believe delivering our services in an approach that best serves our customers is one of our hallmark differentiators in the industry. 

Just imagine that you are an OEM leveraging floLIVE’s connectivity in your hardware—this is your product, and the performance of your product directly impacts your reputation, sales, and your own customer support. If your devices suddenly go dark, fast resolution is absolutely key. That’s what floLIVE can provide to you. 

Or imagine you’re an enterprise working on a first-round deployment of devices across the globe. The clock is ticking in meeting deadlines and proving ROI but a handful of devices in the entire fleet aren’t connecting as they should. You need to get those devices up and running as fast as possible. That’s what floLIVE can provide to you. 

You could be an MVNO or IoT Service Provider, and your usage has seen an unexpected spike within the last few days. It’s imperative to troubleshoot to ensure that devices have not been compromised and are operating correctly. You need your devices protected, and you need to diagnose and resolve in real time to avoid security breaches or cost overruns. That’s what floLIVE can provide to you. 

Delivering Holistic Customer Support

In an ideal world, there would be no issues to troubleshoot. And if that were the case, there would be no customer support teams, but we fully understand that snares are going to come up, whether you’re developing a proof of concept, launching a new solution, or expanding into new markets and geographies. 

So, we’ve developed our customer support based on our four pillars:

First, we prioritize customer education through onboarding services and ongoing support tools. Our commitment to customer support doesn’t stop after onboarding; continuous education is essential for ensuring accurate solution deployments, helping customers reach their goals faster, and simplifying their daily tasks.

Second, we empower users to take full advantage of our products and services, allowing them to self-manage their connectivity through our portal. This fosters the operational efficiencies our customers have long sought, and we’re always ready to provide hands-on troubleshooting when necessary. If any issues arise, we take responsibility to resolve them, ensuring our customers never feel lost or unsupported.

The third pillar is our advocacy for customers when there are opportunities for process improvements. We’ve identified areas where costs can be reduced, and it’s our duty to approach customers and demonstrate how they can save money each month. For example, we only charge for active devices, recognizing that a business doesn’t realize value until those devices are in use. Why should they pay before that point?

Lastly, we embrace a mindset of continuous improvement to enhance the customer experience. Our door is always open for feedback on how we can do better. 

We firmly believe that your success is our success. We do not have a business without you, so our relationship with our floLIVE customers is a two-way street with open communication. If you know there are areas where we can better serve you, please do not hesitate to reach out.