Ground Labs’ Exceptional Customer Service
Ground Labs is a leading provider of data discovery solutions, enabling organizations worldwide to find, secure, and remediate all of their data across multiple types and locations — whether it’s stored on-premise or in the cloud. Working with well-known global brands including Dufry, Vodafone, Canadian Tire, McDonald’s, 1-800-Flowers, and Thales, the company remains focused on developing technology to meet the increasing challenges of data management and regulatory compliance.
This commitment is demonstrated through Ground Labs’ flagship products, Enterprise Recon and Card Recon, as well as the company’s ability to provide assistance and resources during a time when organizations need it most, which was at the height of the global pandemic in 2020. In response to COVID-19, Ground Labs released Enterprise Recon NOW, a complimentary limited edition of the company’s award-winning Enterprise Recon solution, allowing organizations to discover, remediate and monitor over 300 data types across their remote workforce, with full customer support included.
Ground Labs provides effective and educational support to all of its users, using a team of customer service professionals with engineering backgrounds to provide such service. Each team member has over a decade of experience in customer-facing roles and together, they hold several industry certifications, including AWS, CCNA, CompTIA, ITIL, LPIC, and MCSA.
The roll-out of the complimentary Enterprise Recon NOW offering, as well as the uptick in the need for data discovery solutions as companies pivoted towards remote business models, created increased volumes for Ground Labs’ customer service department -- but the team met customer needs at a record speed, during a critical moment in time for all businesses.
Serving Customers Through COVID-19
In April 2020, Stevie-winner Ground Labs launched its complimentary Enterprise Recon NOW offering. This resource, paired with the natural uptick in data discovery queries as companies pivoted towards remote business models, created increased volumes for Ground Labs’ customer service department. Overall, Ground Labs’ customer service department handled 3,418 customer support cases, and over 99% of customer feedback ratings have been rated as positive.
Throughout 2020, Ground Labs’ customer service department handled 3,418 customer support cases, and over 99% of customer feedback ratings have been rated as positive. In Q1 2021, following a full year of offering such astounding service, Ground Labs’ customer service satisfaction score was at a perfect 100%, meaning all customer needs were met in a timely, effective, and efficient manner.
Ground Labs understands the importance of fast, helpful email responses in replies to customer queries. As a result, throughout 2020, the team achieved an average first reply time of 43 minutes for inbound email and web inquiries during business hours -- an improvement of 11 minutes compared to 2019.
Additionally, realizing the need for expanded support in key regions, Ground Labs also enhanced customer service for the Middle East in 2020. Understanding that this region’s work week runs from Sunday to Thursday, Ground Labs added an additional shift to offer 24x5 support in the Middle East. This has been well received by Ground Labs customers and allows the company to provide elite levels of support globally.
With customer service departments in Singapore, Dublin, and Austin, Texas, Ground Labs is able to provide 24x5 support across the globe with a “follow-the-sun” service model that streamlines workflow and allows issues to be resolved from anywhere in the world. This model has proven successful across the globe and has allowed the Ground Labs customer service department to reach the pinnacle of success in 100% customer satisfaction.
Examples of recent customer feedback include:
"Amazing! What an astounding product you have here...backed up with brilliant support from the Ground Labs team.” -- Con Panso, Representative, TEG Live
“Ground Labs' support is the best group I interface with. Ground Labs is so much better than the large firms that I deal with, like IBM. By far the best support I have ever dealt with.” -- Megan Nilsen, Lead Cyber Security Analyst, Caesars Entertainment
Ground Labs won the Gold Stevie Award for Customer Service Department of the Year in The 2021 International Business Awards.
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