Articles / 16/08/2018

Customer Services Explained. How to Exceed Customer Service Expectations?

support blog post cover image

Aiming to serve hundreds of thousands of customers worldwide, Heficed primarily focused on performance and reliability. With an increasing number of inquiries, we put a lot of effort to keep our clients happy.

Lately, we have introduced the new Service Level Agreement (SLA) and empowered our clients to control the technical support level and service efficiency depending on their business needs. Highly skilled Heficed customer support to vouch for a thriving customer environment through continuous learning, dedication, and passion for work.

However, there are more areas we continuously improve to exceed our customer service expectations.


Žilvinas Vaičkus, Head of IT Services at Heficed, believes insight is the customer service rule number 1. Great support can be identified with the feeling when the agent genuinely understands you, cares about the problem, and tries to find a solution, rather than giving you a robotic, generic response.

Žilvinas Vaičkus

Talking about the customer service agent personality, Žilvinas adds time management, excellent product knowledge, in-depth tech knowledge, clear communication, and passion for learning to the list. A professional customer service agent is also able to “read” clients, their current emotional state, and a potential problem they’re dealing with.

Deep Knowledge

Technically challenging tickets are always solved quickly and effectively because of high professionalism and continuous learning. Is it possible to maintain continuous improvement at its highest level? Žilvinas names three most important fields that he keeps under careful observation: compute resources, storage, and network.

Following the particular fields and improve accordingly is as important as passing on the knowledge inside the team. Heficed Customer Service specialists communicate internally – not only about the most common problems their clients contact them about but also about the latest industry trends and custom solution architecture.


Our technical support specialists believe it is crucial to stay proactive – in case ticket resolution time takes more time, the client should always be informed of the progress. Also, the team is responsible for managing the Heficed knowledge base, leading to better customer experience and empowering them with self-service to handle minor issues.

We noticed that efficient communication leads to higher customer satisfaction levels – nothing makes our customer service agents happier than an efficiently resolved ticket and positive client feedback afterward. According to Žilvinas, clients rated our Technical Support 4,3 out of 5,0 on average in the second quarter of 2018.

Customers Service. Rate of our technical suport

Custom Solutions Architecture

“Our clients are the main reason why we’re here, “says the Head of IT Services at Heficed. “We love them and want to solve their problems. “

Although not every submitted customer ticket is supposed to be a problem – we are glad to provide our clients with advice or discuss a potential partnership. Often clients, are not satisfied with the service itself, rather than a lack of some feature or feature combinations.

Again, communication is crucial, since our Support not only can assist you by building a custom solution but provide you with expert advice as well. We are also grateful for our clients’ honest feedback and the ideas they present.

All Together

Žilvinas, says the most important goals for technical support are to develop a professional attitude towards our existing and potential clients and strive for even quicker and more effective responses.

The combination of the right attitude, professional communication, and continuous learning can do magic – it not only leads us to higher professionalism and higher customer satisfaction level but brings new ideas and valuable feedback as well.