OBeer Brewery Software Support Methodology:
We use a variety of methods to support customers, from hands-on follow up calls and virtual meetings, to the online knowledge base and community forum for those who prefer the self-help approach. However, nothing is more crucial than Support’s ability to simply listen, understand the problem and generate relevant, easy to follow answers.
Customer experience surveys provide users with a voice and generates the feedback we need to maintain a constant state of improvement.
Industry-Leading Support Response Time
81% of customers receive a response in less than an hour
The average response time for support tickets in the software industry is just over 19 hours*. We aim for 1-hour response times because we understand the frustration of waiting for help when you need it most.
Despite 1-hour response target times, 81% of customers receive a response in less than an hour. Only 8% of customers wait more than 24 hours, (most likely due to tickets submitted over the weekend). We also have an emergency on-call technician available 24/7. Compared to other software companies, OBeer support responds 15.2 hours faster, better than 91% of other software companies*. Source: Zendesk
100% in-house, U.S.-based Brewery Software Support
100% in-house, 100% qualified, 100% craft beer focused.
In-house support directly correlates to lightning quick response times. We’re all located under one roof in “beervana”, aka Portland, Oregon. You don’t get transferred overseas or to outsourced support techs who don’t understand your business. You’ll never be told to just “ignore” a feature just because it’s not configured or we can’t figure out how to make it work for your scenario. (Trust us, we’ve heard of these experiences with other brewery software companies.) You’ll speak with someone who speaks craft beer and knows OBeer inside and out.
OBeer support technicians have also gone through the same implementation as our customers to experience the whole process from a user perspective.
Perhaps you just want advice on how fellow users handle processes like tap room sales or overhead allocation. OBeer community forum members collaborate to advise, ask questions and post ideas for future product consideration.
Recurring requests are often beneficial for all users. Support escalates common requests to development and other departments for product consideration. This means our customers aren’t just users – they’re contributors.
Maintaining 100% customer satisfaction rates
Through 2015, our support staff proudly maintains a 100% satisfaction rate.
We’re constantly tweaking processes to provide the best support experience. The future of support involves predicting and preventing potential issues before they even become a problem. This means literally trying to break the software before it’s released to customers. It’s because of this practice that we aren’t constantly having to release patches and updates to fix bugs.
The support staff also meets twice a week to go through any open tickets and personally touch base letting customers know their issue hasn’t been forgotten. This increased communication nearly eliminated our support “dissatisfaction” rate down to less than 1%. Through 2015, our support staff proudly maintains a 100% satisfaction rate.
“To improve is to change, to be perfect is to change often.” – Winston Churchill
Check out our support page for more details on our variety of support options.