I've seen huge improvements but we’re not finished. This is the kind of story I love to tell. Over the coming months, we’ll continue to invest both in our engineering skills and departmental processes to continue making our support organization more and more efficient.
Not if you want to be known as a trusted advisor.
But support, particularly when it applies to the constantly changing world of endpoint security, can’t remain static. The upshot: we can ensure a consistent experience for customers, no matter where they are in the world.Īs I noted earlier, we’ve invested a lot of time and effort to sharpen our response times and improve the quality of customer experience. Support has direct engagement with the security response team and product engineering team, and that results in faster resolution and timely proactive updates. This network of coverage means that our people are always available. So when we say that Broadcom support is a click or a call away, that’s not hyperbole. Now, we have the ability to submit new incidents around-the-clock while also ensuring continuous support for Severity 1 incidents. We wanted to make sure that our customers were able to open support tickets in various ways, no matter where they were located. A big part of that was due to improved accessibility. The consolidation of our support organization paid off with dramatically improved response rates and consistently higher customer satisfaction ratings.
We consolidated operations into a single Support Organization to standardize and provide a globally consistent and improved experience.As we’ve integrated Symantec’s operations across Broadcom Software over the past year, the resulting support organization has carried out quite a lot of heavy lifting.
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