Five Tips for Building a World-Class, Security-Focused Support Organization

Omar Fakhri | September 27, 2017
For the last 18 months, Forescout has had an intense focus on improving our customer experience and satisfaction. This focus has encompassed everything from bringing in seasoned leadership to building out our teams around the globe to streamlining our support operations and customer interactions. Today, with over 2,500 customers, I’m pleased to say that we’re going on seven quarters in a row with consistently improved customer satisfaction results! I want to share a few highlights on how we got here.
Is our work here done? Far from it. We intend to roll out some technology improvements and support automation in 2018 that I’m super excited about. In fact, 2018 is going to be a game changer in cybersecurity support, and I’m proud to say that we’ll be ready for it!
With that, I’ll leave you with some of what our customers are saying about their experience:
“Great customer service experience, and very knowledgeable. Engineer was able to get us back up and running very quickly. I wish all my vendors were this professional.”
“Great customer service and support by the engineer. Very knowledgeable on the product and the plugin that I had issues with. Was able to assist me and isolate the cause of the problem to be something not related to Forescout, but with another appliance.”
“Engineer was very helpful, and not only explained the changes we needed to make but also provided us with best practices.”
“Very responsive team and well versed in all areas of support I required while implementing a new appliance. Didn’t have to jump around between teams.”
“The support case engineer was extremely knowledgeable of the product and didn’t take the easy way out despite this issue being non-production-impacting.”
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