Can support be delightful? Just ask our customers.

At Rustici, we’ve always prided ourselves on our customer service. Even from its early days, the focus for our customer support team has been one word: delight. In fact, the internal name for the team — what shows up on my pay stub — is Delight.

When I joined the team six years ago, I have to admit this word made me a bit uncomfortable. It felt a bit . . . over-the-top. I had certainly been ‘satisfied’ in the past with various customer support interactions, but ‘delighted’? Not really.

It didn’t take long, though, for me to see that maybe this wasn’t just a marketing thing. Delight was not just a frontline support thing — everyone was actively trying to provide an exceptional experience, from pre-sales to implementation to long-term support. Even the many hundreds of people every week who ask us questions, but may never even buy our products, are treated with care and respect.

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