A long time ago, our job was to help Premium G Suite customers and Google Partners. Shortly after that, we moved on to train support agents and take over advanced or escalated issues,
Our unique position allowed us to understand three things:
a) that there was a clear lack of knowledge across support teams
b) that we knew who among the support agents was good enough to work with us
c) that Google Partners needed a lot of help, so someone with more knowledge could be a better Partner
FROM IDEA TO REALITY:
We studied the flaws of support workflows and we decided to make something better! And so we quit and created a company focused on four principles:
a) customer proximity, with a Technical Account Manager for every customer, rewarding quality over quantity
b) quality of service, with better and extended support and easier ways to get it
c) support should be free, included with the G Suite price (except for additional services)
d) our compensation plans should reward quality, measured by customer satisfaction, not quantity.
WE LIKE G SUITE
We love what we do, but we don’t pretend G Suite is perfect, We know its flaws and its requested features, and we constantly study the competition and the alternatives to the individual apps that are part of G Suite and make it the productivity suite with the greatest value. And it’s that constant pursuit for excellence that lets us deliver a much better customer service, way beyond the basics of “how-to” or “break-fix” support.
WE ARE TRANSPARENT
We are in favor of transparency wherever it can be applied! Our prices are public and they are the same for everybody that falls under the same conditions. This makes us feel honest with our customers, which greatly improves both our day-to-day work and our long-term relationship with our clients and partners.
WE ARE COMMITED
We value our customers! We know their names and the stories they told us on previous phone calls. We know their support needs and the features that are important to them, even when they don’t know it themselves. And we are proud of that!
WE ARE SPECIALIZED
Everybody in our team has at least 3 years of experience with Google Cloud support, specifically with G Suite, and mostly in Tier 3 support positions or higher. And each one of us is specialized on a part of G Suite, ensuring the highest level of individual knowledge about specific topics, and allowing us to create a super team of specialized experts that can handle any type of issue when working togheter.
We enforce collaborative workflows, and we ensure that everybody understands how effective teamwork can lead to higher customer satisfaction, improve professional fulfillment, and facilitate the acquisition of new skills.
And even our compensation guidelines promote cooperation, so we can all feel that teamwork is the smartest and fastest way to achieve the best possible results for everyone involved
What makes us disagree:
Well, the usual: football, politics, philosophy, and other intellectually disruptive topics… because we’re humans and we have opinions.