Hello, RocketHub community! 👋
I am thrilled to introduce you to Record – a customer support layer designed for technical teams, that empowers businesses to track, investigate and resolve issues faster, and deliver exceptional customer service.
## The Plot
In my previous roles as founder and developer at different startups and businesses, I learned firsthand the importance of customer support in driving product growth. after 14 years I definitely can say that I like complex people and complex software. But we devote our time to making the communication between them simple.
At any company I work for one of the primary challenges we faced was The need of providing an effective customer journey starting at the customer and ending at the R&D, which led me to realize the need for a better solution. This realization inspired me to, Record, in July 2022.
## The Problem
Businesses today face a major challenge in providing timely and effective customer support. On one hand, customers expect their issues to be resolved quickly and efficiently; any delay or inefficiency can result in customer churn and revenue loss. On the other hand, R&D teams spend 20% of their time dealing with technical issues, rather than focusing on growth, and the software complexity is constantly increasing.
However, many businesses still rely on long customer support journeys, lack of data adding too many tiers, resulting in poor communication using outdated methods of customer support, which are slow, error-prone, and lack visibility.
## The Solution
Record is a customer support layer built for technical teams that address these challenges by providing a seamless and efficient support experience. With Record, businesses can:
1. Track, investigate, and monitor issues faster: Record allows businesses to track customer issues in real-time, investigate the root cause of issues and resolve them quickly. This leads to faster issue resolution, reduced downtime, and improved customer satisfaction.
2. Deliver exceptional customer service: Record provides businesses with the tools they need to deliver exceptional customer service, including automated workflows, user session replies, AI insights, console and network information, and different screen recording abilities. These tools enable businesses to respond to customer issues quickly and effectively, leading to increased customer loyalty and retention.
3. Sync support and R&D teams for a better resolution process: have all the data you need for any stakeholder for any ticket open and have one source of truth for collaboration. With Record’s businesses can improve cross-department collaboration, resulting in faster resolution and a better overall customer experience.
## Our Team
We are a passionate and dedicated team of experts with a deep understanding of customer support and technical expertise. Our goal is to help businesses deliver exceptional customer service and drive revenue growth. Over 500 companies have already partnered with us, including Deel, Dataloop, and Monday.
I’m looking forward to seeing how you will use Record, and learning how Record can help you to grow faster!
– Ohad Ronen, Founder & CEO, Record