Excellent 24h Customer Support: Insights from the Annual Satisfaction Survey

At AIR SUPPORT, we take pride in delivering top-tier customer service to our clients around the globe. Our commitment to excellence is reflected in our annual customer service survey, which offers valuable insights into our support team’s performance and areas for improvement. This year’s survey results affirm our dedication to providing unparalleled support and service.

Meet our Dedicated Support Team

Our Support Team is a dedicated professionals, led by Chief Customer Support Officer Henrik Holm, with the assistance of four managers, each with their own area of responsibility. Our support staff is organized into specialized teams, each focused on its core competencies. Uniquely, all helpdesk and support employees also serve as Client Account Managers, ensuring personalized and knowledgeable service for each customer.

Every new team member undergoes a comprehensive internal education program under the guidance of experienced staff members. This thorough training process ensures that all employees are well-prepared to meet our high service standards. The manager of the team oversees continuous training and live competency assessments to maintain and enhance skills.

Expertise and Commitment in Our Support Services

Our support team’s diverse backgrounds include pilots, air traffic control specialists, dispatchers, and more. With nine employees holding valid certificates across various aircraft types, including B777/B767/B757, B737, ATR-42, business jets, and pleasure aircraft, we bring a wealth of expertise to our support services.

Our mission is to support and serve our customers’ needs at any time, aiming to provide the best support service in the computer flight planning industry. Our entire support staff embraces this mission, and they are committed to delivering exceptional service 24/7, 365 days a year, through telephone and email communication. There is always a supporter, a manager, and an IT developer on duty to ensure that we can address any issues promptly and efficiently. Our Help Center further supports customers with self-service options, including manuals, guides, release notes, and other documentation.

Impressive Results Highlighting Customer Satisfaction

Our latest customer service survey, conducted in January 2024, received 75 responses from a diverse group of operators, including General/Business Aviation, Government Operations, Flight Service Providers, and Airline/Cargo Operations. Respondents held various positions, such as Flight Dispatcher, OCC Manager, Pilot, and CEO, reflecting a broad spectrum of perspectives.

The survey revealed high levels of customer satisfaction:

94% of respondents are either “very satisfied” or “somewhat satisfied” with the support received.
93% of respondents are either “very satisfied” or “somewhat satisfied” with the response time.
97% of respondents will recommend our software solutions to other aviation operators.

Our CSAT scores for support response time and satisfaction both stand at a perfect 100, highlighting our team’s effectiveness and commitment to quality service. Furthermore, we handle approximately 20.000 inquiries annually via email, with 50-60% resolved in one touch and 70% of tickets responded to within eight hours. Impressively, 40% of emails receive a response within the first hour.

Here are a few comments on the support service from some of the respondents:

“Very satisfied, and we are always very happy with the support team.”
“In regard to the day-to-day support, you have become a reference to others.”
“Very good and quick support. Extremely satisfied with the support provided.”
“They were very resourceful and helpful.”
“When calling, everything works very well, and the people are always very nice.”

Commitment to Continuous Improvement

In conclusion, AIR SUPPORT is committed to providing exceptional customer service, as reflected in our latest survey results. We are grateful for our customers’ feedback, which is invaluable in helping us refine and improve our services. That is also why we encourage all customers to continue sharing their experiences and insights, and we hope to see the same response rate when we send out the next annual survey in October 2024.

For any support needs or further assistance, please don’t hesitate to contact our team. Your feedback is crucial in helping us maintain our high standards and strive for continuous improvement. Thank you for choosing AIR SUPPORT.

Contact the Support Team