Cyberoam scores high on Post-Sales Support

Cyberoam, through its market feedback analysis on the customer experiences,   has laid down well-defined and effective post-sales support mechanism to curb any support issues arising at the client's side.

Network security being such a critical component in the network, it demands timely and accurate after-sales support by the vendor to mitigate the downtime. Therefore, a proper and well-established post-sales paraphernalia decides whether or not customers will renew their feature licences or for that matter the company embraces new services/subscriptions, or scale up their appliances to meet evolving business needs. 

Cyberoam, through its market feedback analysis on the customer's experiences, has laid down a well-defined and effective post-sales support mechanism to curb any support issues arising at the client’s side. Needless to say, it has helped the overall service level experience and helped Cyberoam retain its growing customers base and loyalty among the customers and partners to continue relying on Cyberoam. 

It is imperative to mention here that in a recent survey conducted by popular media agencies, Cyberoam has scored the highest in the post-sales category. 

Cyberoam's Global Support Management Centre (GSMC) is the company's in-house support centre located at its corporate headquarters in Ahmedabad. The unit serves a global database of Cyberoam customers through a "follow the Sun" approach and helps Cyberoam partners scale up their support capabilities in line with the growth of their customer base. Some of the present achievements of GSMC include over 90%+ case closure rate, fastest query resolution and unique Chat Support. 

The GSMC currently issues tickets for at least 2,000+ cases each month on a myriad of issues including registration, product configuration, appliance activation, backup and technical/sales queries. 

GSMC Engineers are able to solve any customer issue with minimal query response time (usually 15–30 minutes). The customer receives a truly single-window service with a helpful human interface which is a welcome break from robotic Interactive Voice Response (IVR) systems.

Cyberoam's GSMC was the first among UTM vendors to pioneer an online chat support system, in addition to toll-free numbers and email support. Chat is a very popular medium for customers as they often feel more comfortable discussing network issues through chat. Chat is also a very useful medium for customers in different countries for whom English is not the first language.