Overheard at EdgeTier

We’re proud to say that we spend a lot of time listening to our customers. Mostly that’s so we can hear what’s broken, what’s missing and what they’d like us to build next. Every so often, though, someone says something so nice we feel it deserves a wider audience.

So we started keeping a list. Here are our favourites from the last few months. We’ve left the names out to spare everyone’s blushes, but every one of them was really said and we very much appreciate the EdgeTier love!

A day’s worth, now a week’s

Our favourite compliment this year came with a number attached. Someone in customer service at a large company in the travel sector was telling us how much their contact volume had changed since they joined.

“When I first joined, we were getting tens of thousands of human contacts a day, which is mental. Now we get that many in a week. Partly thanks to you guys.”

We’ll happily take “partly”. Their team did the hard work of fixing whatever was making customers get in touch, and we helped them see where to start.

The quieter version of this compliment is just people using EdgeTier every day. One customer at a cruise line put it simply:

“The business sees the benefit. We use it daily. The teams use it daily.”

The people bit

Software gets most of the credit in our industry, so we were DELIGHTED by how often customers talked about our wonderful team instead. One of the best moments came at the end of a routine check-in. Everyone else had left the call, and the customer stayed on to say this to their Customer Success Manager:

“If we didn’t have you dealing with us on this, I don’t think we’d be using this product to its fullest, let alone how much we’d use it at all. If it was just ‘here’s the product, go have fun, call us with any questions’, we wouldn’t get the value out of it.”

Then they asked us to make sure our CEO heard the recording.

A customer at a gaming company went further and ranked us against everyone else they work with:

“The best experience we’ve had so far in terms of partners, at least for our customer care team, is with you.”

And one customer thanked a member of our team for her “kind and patient training“, which we think is the nicest job description anyone could ask for.

The feature with the most fan mail

Ask Spotlight is our agentic AI tool and it lets teams ask questions about their customer conversation data in plain language (which is really cool, if we do say so ourselves!) It comes up more than anything else when customers are being nice to us.

“I almost think it’s imperative to have Ask Spotlight with the tool. Before we had it, it was a little bit difficult for some of our users to pull certain layers of insight quickly. I think it has fixed that problem for us.”

That was a customer at a health insurer. Her colleague tested it the way any good QA person would, by feeding it made-up scenarios to see if it would get caught out. Her verdict:

“It’s very good at giving team leaders day-to-day takeaways. From that point of view, I think it’s brilliant.”

Escaping the contact centre

We know something’s working when people outside customer service start asking for it. A rail operator told us:

“The output is being distributed very widely across the whole of the business, and it’s going down very well. Our head of department is using it in her exec meetings now. So if you want to feed it back to your team, it’s really getting a lot of traction at this end.”

Consider it fed back.

A customer at an online casino, who sends our summaries straight up to her C-suite, described what it had changed for her:

“We’re already finding points of improvement that go to different departments for fixes. It’s for the whole house to fix things within the company, beyond CS. And that is the missing piece.”

Saved for last

A few more didn’t need any setup. One customer heard we were changing how tags work across their regions and told us, “You’ve made me so happy this morning.” Another said, “It’s a good product, and I’m not just saying that because we’re on this call,” which we’d quite like on a mug. And from Spain: “La verdad es una herramienta bastante chula.” Roughly translated, “Honestly, it’s a pretty cool tool.”

Thank you to everyone who said something kind about us this year. We’ll keep listening, mostly for feature requests, but we won’t complain if you’d like a spot in the next edition.