By Jason Hallam
Let’s be blunt. We know that, historically, we haven’t always delivered the level of support that you deserve, and we want to acknowledge that head-on.
Here at Cin7, we want to be honest with our customers, our partners and ourselves. Frustrations with slow response times and feeling unheard is not the type of service we want to provide and, rather than glossing over these challenges, we’re using them as a catalyst for real change. We’ve learned difficult but valuable lessons from our past and are committed to turning these lessons into meaningful improvements.
Over the last year, we’ve completely reimagined how we listen to and support our customers. We’ve established multiple feedback channels including detailed surveys, customer and product advisory boards, and user-focused Core and Omni forums. Our newly dedicated Customer Success team isn’t just a rebranding—it’s a fundamental shift in how we operate, prioritizing your needs and concerns above all else.
But, we’re not just collecting your input. We know that creating channels for feedback is only valuable if we take action on what we hear. We’re using it to drive real changes in our support structure, response times, and overall customer experience.
Our Customer Support team is an integral part of how we communicate and connect with you, we’ve added new Customer Support team members as well as specialization within the team with the goal of improving your experience.
Specifically, we’ve increased our support headcount by 50% with the plan to add an additional 25% by the end of 2025 so that we’re able to meet your needs more quickly. Plus, every support team member is a fully trained Core and Omni expert. With these additional team members and training our resolution time for Core tickets has decreased by over 30% and the resolution time for our overall support tickets has decreased by over 15%! Additionally, we’re thrilled to share that we introduced weekend support coverage for our Core customers in August 2024.
We implemented Zendesk, a cloud-based customer service platform powered by AI. With this popular customer service solution, we can review customer questions against our knowledge articles as well as previously answered tickets to provide more timely and specific answers to you and our other customers.
The technology also helps customers like you better understand how to use Cin7, and if a technical issue is flagged, you’re directed to a Cin7 team member for immediate assistance.
The result? Faster answers to more questions. In fact, we’ve substantially reduced chat response time from over 100 minutes down to less than 12 minutes in just one month!
Your business needs are unique, which means getting value from Cin7 revolves around your ability to make our end-to-end software work for you. With this uppermost on our mind, we’ve rolled out personalized experiences as well as launched customer success value-add webinars that will help supercharge your value.
We’re also taking our Cin7 Academy—which was established to help you get the most out of Cin7—to the next level by adding new content designed to accelerate your success.
This is just the beginning of our journey to transform your experience with Cin7 and with out customer satisfaction score increasing by over 40% in the last five months we know we’re on the right track. But we’re not done. We’re actively seeking new ways to better serve you, whether that’s streamlining our support processes, enhancing our response times, or developing new features based on your feedback.
GROF USA’s experience represents the new standard of support we’re committed to delivering for every customer: “Cin7’s support team is always available to lend a hand and guide us through any issues.” While this level of service hasn’t always been consistent across our customer base, it’s now our benchmark for success—and we won’t rest until every Cin7 customer can share a similar story of reliable, responsive support.
If anything goes wrong with your support experience or if you would like to provide feedback, you can email us at feedback@cin7.com, start a chat from within Cin7 Core by selecting the HELP button on the bottom left navigation, or you can submit a ticket via our Help Centers
Our commitment goes beyond just listening—it’s about taking decisive action on what we hear. What we learn will continue to impact our ongoing customer-support initiatives as well as shape the future direction of Cin7. Your success is our success, and we’re determined to keep raising the bar on what you can expect from Cin7.
Jason Hallam is the Global Director of Support for Cin7. Jason joined Cin7 in 2022 as Director of Omni Support and took over leadership of Core Support in 2024. Jason has been leading Customer Experience operations for over two decades. Prior to joining Cin7 he was Head of CX for Xero and has experience across a wide range of sectors including SaaS, Financial Services and Government. Jason is currently based in Auckland, New Zealand.
