Written by
The XWiki Team
In a world where competition is fierce, and customer expectations are soaring, delivering exceptional support is no longer a luxury but an understandable necessity.
At XWiki, we believe that outstanding customer service is more than just resolving issues; it's about building lasting and fruitful relationships. With nearly 20 years of experience, we've honed our approach to focus on ethical, personalized, and effective support, ensuring that our customers feel valued and understood. Here's what we've learned.
- Ethical support in an open-source environment
- The human approach
- Proactive approach
- Continuous improvement
- Real people, real solutions
- Comprehensive solutions
- Staying true to our open-source nature
- Final thoughts
Ethical support in an open-source environment
Integrity is at the core of our business philosophy. We believe in treating our customers with honesty, fairness, and respect. As an open-source company, we understand the importance of transparency and collaboration.
Our commitment to ethical practices extends beyond our product; it’s a fundamental part of how we interact with our customers. We believe in building trust through open communication, accountability, and a steadfast dedication to protecting our customers' data and privacy.
Iulia, our Support Team Lead, reflects:
Providing ethical support is not just beneficial for our clients but also for us as a company. It builds trust, ensures loyalty, and aligns with our open-source values.
The human approach
We understand that every customer is unique, with their own specific needs and challenges. That's why we go the extra mile to truly understand our customers' perspectives. By actively listening to their concerns, we can provide tailored solutions that not only address their immediate needs but also anticipate their future requirements.
Empathy is key to great customer support. As Oana, our Director of Support, puts it:
Empathy is one of the building blocks of our connection with the client as we serve their need. We are not only following "some steps" from the documentation to fix a ticket, we are actively trying to understand their perspective and make them feel heard.
This empathetic approach fosters a sense of connection and builds loyalty. Our goal is to create a support experience that is not only helpful but also genuinely caring and empathetic. Oana’s journey with XWiki, spanning over 15 years, exemplifies this approach. Starting as a web developer, she quickly discovered her passion for support, realizing how her work could directly improve people’s lives.
I found my passion for support after I held a training session with an NGO for rare diseases, which is still our client today, and I was able to see directly how my work improves other people’s lives.
Proactive approach
We're committed to preventing issues before they arise through proactive measures like regular updates, system monitoring, and early warning alerts.
However, when issues arise, we're committed to providing clear and timely information. We avoid technical jargon and focus on delivering explanations in plain language. Our goal is to empower our customers with knowledge, enabling them to make informed decisions.
As Oana notes,
The most challenging situations are when there is a lack of rapport with the client. We need to work twice as hard to progress—on one side, to build trust with the client and get the information we need, and on the other, to conduct the technical analysis.
Continuous improvement
The world of technology is constantly evolving, and so are our customers' needs. We believe in continuous improvement and are committed to staying ahead of the curve.
At XWiki, we collect and use support feedback to refine our services. Our customers’ insights have shaped significant improvements in our support offerings.
Based on customer feedback, we've polished our support package offering. Starting from XWiki Pro Silver, clients can take advantage of Pro Apps and support for community recommended extensions.
Oana emphasizes the importance of continuous learning:
We have a great team, and every day is an opportunity to learn something new about a product, a client, a process, and ultimately yourself.
To stay up to date with the latest news in support services, Oana joined the Support Driven community during the pandemic. They plan a lot of remote events around customer service and leadership, so there is always something inspiring to attend. She is also a big fan of Help Scout's Customer Service blog, as they provide good quality content and resources for anyone working on support.
Real people, real solutions
We treat every customer as a person, not just a number. Whether you're a seasoned IT professional or a first-time user, we're here to help. Our goal is to create a customized support experience that exceeds your expectations.
With a technical background and a Master’s Degree in Computer Science, Oana’s not only adept at investigating complex tickets like performance and security issues, but she’s also a leader who cares deeply about her clients and her team.
Our mission is to be of service to our clients, so we need to actively listen, ask good follow-up questions to understand their needs, and pay attention to details.
Our support services are an extension of your team. We are committed to your success and view our partnership as a long-term investment in your organization. By choosing XWiki, you're not just investing in a platform; you're investing in a reliable partner dedicated to your continued success.
Comprehensive solutions
Collaboration is key to delivering exceptional support. Working with other teams at XWiki, such as DevOps and the Product Team, enhances our support capabilities. By sharing knowledge and resources, we can provide comprehensive solutions to even the most complex challenges.
In addition to our standard support offerings, we provide consulting and development services, to meet the unique requirements of our customers. These services are designed to speed up the implementation and adoption of XWiki and adapt it to meet your business needs that are not covered by default.
Staying true to our open-source nature
Our commitment to open-source values means that whether you're using XWiki for free or as part of a premium package, you have access to a wealth of resources designed to make your experience seamless.
That's why we offer access to a wide array of free resources:
It’s important to note that the forum is populated by volunteers who contribute their time and expertise. Engaging actively and helping others in the forum increases the likelihood of receiving prompt assistance, fostering a vibrant participation ecosystem.
Final thoughts
When you choose XWiki, you're not just getting a software solution—you're joining a community built on trust, collaboration, and genuine human connection. We've spent nearly 20 years perfecting our approach to customer support, learning that empathy, transparency, and proactive engagement are the keys to helping our clients succeed.
Choosing XWiki means more than just a software change. Whether you're a small-sized company or a large enterprise, we're here to help you build a reliable knowledge base and transition smoothly from proprietary software. Our ethical support, proactive problem-solving, and continuous improvement mindset ensure you're never alone in your journey.
So, if you’re looking for a support team that truly understands your needs and values, look no further than XWiki. Visit our support page to see how we can help you achieve your goals. Welcome to the XWiki family—we're excited to grow with you!
