Customer support is a key element in the customer experience. However, it's a heavy burden for a company to bear, as the perception of the service can quickly change and is highly dependent on human factors. With the advent of artificial intelligence, some see automated chatbots as the answer to all their challenges.

At Cooperlink, we take the opposite approach: each customer is considered a unique partner, not just a number in a statistic.

We are therefore particularly proud to present our customer support statistics for the years 2022/2023. These numbers are more than just performance indicators; they reflect our commitment to providing each user with an experience that is both efficient and deeply personalized.

In this article, we will dive into the details of what makes our customer support so strong, from the dedicated team that achieves these impressive numbers to the methods we use to ensure top-tier customer satisfaction. Join us behind the scenes of our customer support!

I. Key figures

Here are the figures for the year 2022-2023 (median scores) that reflect customer satisfaction with our support service:

• Customer Satisfaction: 8/10
• Support Satisfaction: 97%
• First Response Time: 7 minutes

Needless to say, we are extremely pleased with these numbers. A few clarifications on how we measure these data:

Quantitative indicators are measured post-intervention through our internal support tool.

Qualitative indicators come from user evaluations after the closure of each of their support requests.

II. The team behind the success

Behind these results is the hard work of an entire team constantly striving for user satisfaction.

In 2022 and 2023, the support team consists of Mathieu Stifkens, Customer Success & Product Manager since 2020, as well as Thomas Maréchal, Partner and COO. Axel Palmaers, our CEO, also steps in to lend a hand when needed.

Whenever a user (either a direct customer or a guest) encounters an issue, they can use the chatbot within the Cooperlink interface or via email if they are not logged into their account to engage with the support team.

Mathieu generally handles the "front line." He is the one who sets up new projects and trains new users. More often than not, he has already met his interlocutor before speaking with them in the chat. He knows the platform's features like the back of his hand and directs users to existing tutorials and resources.

Thomas, with his expertise, handles technical difficulties (configuration, backups, etc.). He is proficient in Cooperlink's backoffice, as he is the Product Manager.

At Cooperlink, customer service is not outsourced: it's a 100% Belgium-based team (dare we say from Liège? ;-) ) that responds to and guides you daily. The major advantage is that the support team knows the product inside and out. And in case of any doubt on a technical question, our team of developers is never far away.

III. Our methods

1. Responsiveness

Our goal is to provide you with a response within 5 to 10 minutes.

For the year 2022/2023, our indicators show a median first-response time of less than 8 minutes. Users who contact us frequently refer to this quick response time. It is, in a way, Cooperlink's hallmark.

Our support team is available every working day from 8:30 a.m. to 5:30 p.m., non-stop. That way, you'll never be stuck alone with your document management platform during a major submission.

2. Communication

Our users have different native languages. Even though many companies in Belgium operate in multiple languages, we respond to you in the language you indicated (English, French, or Dutch) when creating your profile. We believe it's essential that the user can express any difficulties as easily as possible.

2. Support

No matter the size of your organization, it has no impact on the quality of the support we provide. Whether you are a "big player" in the sector or a "small up-andcomer," we offer personalized support from the beginning of your journey with our solutions. For each project, we configure the platform according to your needs.

Moreover, many of the application's updates are largely based on the needs expressed by our clients.

The Cooperlink universe is regularly enriched with tutorials and step-by-step guides collected in the knowledge base. These resources are also accessible from the application.

It's our support that adapts to the user, not the other way around.

IV. Beyond the numbers: User experience

While we aim to quantify our customer service, it's primarily the best user experience that we strive for. At Cooperlink, every customer is unique, not just an ID in a list.

One of Cooperlink's foundational values is proximity. The quality of our customer support is one of the ways we fulfill this value.

V. What's Next

Always investigating how to make your life easier, we are in the process of finalizing a long list of video tutorials.

Soon, you will be able to consult an entire academy to quickly find the answer to any of your questions.

And if that's not the case, our support team will always be there to assist you.

Conclusion

Even though we are thrilled with the results of our customer support for the year 2022/2023, we have no intention of stopping there.

Customer satisfaction is one of our main concerns. That's why you will soon have access to a library of step-by-step video guides. But if you need (or simply want) to talk to a real person, Mathieu and Thomas will always be there!

Onward, together, to achieving a 9/10 for next year!