"One fine Monday morning Mr. Adam had to drop his 6 year old daughter to school. As he was about to step out, he got a call from his manager asking to email him the sales report urgently.
Mr. Adam opened his laptop in a hurry and tried to login to Frame VDI where he saved the report, however to his surprise it failed to launch with network error. He needed some assistance to figure out what was going on.
With his daughter waiting in the car, Mr. Adam juggled to balance two issues - troubled VDI and time ticking away to get his daughter to school on time.
So, he decided to reach out to Nutanix Support on priority"
On the other hand as I logged in to 8x8, I received the call "Thank you for calling Nutanix Support, My name is Nishant, how may I assist you?"
A: “Hi! I am Adam. I need to send an urgent report, however I am not able to access the VDI and due to this I am getting late to drop my daughter off at school.”
I assured him we could resolve the issue ASAP and calmed him down.
In the background I quickly fetched the account details, checked that the desktop he is trying to login to is running and ready for the connection with no configuration issues.
N: “Are you on the corporate network?”
A: “No, home network.”
N: Since there is no SGA configured, he might be going into the corporate network through VPN, I thought to myself. “Are you connected to the VPN?”
N: “Please connect to the VPN and try launching the desktop again.”
A: “Success! I am so relieved! Thank you for the timely help. Now, I can mail the report and drop my daughter to school on time.”
N: “I am glad I was able to help. Drive safe, take care, bye!”
Here is the catch; from the customer's perspective it was a P1 issue but when we look at it from a support perspective it was a minor issue.
Instead of making the customer understand how minor the issue was, I understood that the customer was stuck with something personal and professional that was a huge block for him, hence the priority here was to acknowledge his problem and help him resolve it quickly and easily.
As a Support Engineer with 7.5 years of experience, I operate with the mantra that "Post initial sale, Support Engineers are the face of the organization and it is up to them to make sure that the customer continues to use our products, renews subscription and brings more business."
As it is said, "It's easy to get on top, however hard it is to stay on top."
Nutanix as an organization continues to have a 7-year average NPS of 90. Maintaining this standard is a huge responsibility in itself. Achieving so is possible only when you are able to understand the needs of the customers, empathize and build a strong connection with them.
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