Introduction
Central Valley, California. The heart of the agriculture in the US is where HeavyConnect has been revolutionizing the food supply chain since 2015, and since day one, our mission has always been to simplify the lives of people in ag.
One of the main keys of our success is our customer support. In the AgTech industry, where the user base often has people who may not be tech-savvy or even fully literate, delivering excellent support is not just a priority, it's a need.
Understanding Our Users
Our users are basically in the entire agricultural supply chain, from small family farms to large scale distributors. This wide range of companies size provides a huge difference between the tech knowledge of one user to the other. This is a unique challenge. Many of our customers are not "tech users" as one might be used to. They are skilled and knowledgeable in agriculture but may struggle with "techy" tools.
Patrick Z., our CEO, was able to recognize this even before our company was founded, which means that since the very beginning we have always made simplicity and user-friendliness the foundation of our product. However, even the most intuitive system can have a learning curve for those not very familiar with technology.
Personalized Support
What really sets HeavyConnect apart is our dedication to personalized customer support. We believe that every interaction with our customers is an opportunity to build a stronger relationship and improve their experience with our product. Our support team, Alejandra Sypolt and Mariacecilia Golan, is available on all business days, and we pride ourselves on our fast response times. This is one of the main things that reassures our customers that we are always there for them, ready to help with anything.
Friendly and easy to talk. Two very important keys to our customer support team. After all, agriculture is a challenging industry, and the last thing our customers want is more stress and complications from technical issues. By providing a customized, fast, and supportive assistance, our goal is to reduce their concerns and make their workday smoother.
Shaped Solutions
Our system is rich with features created to fulfill a wide range of needs, from Food Safety and Worker Training to Supplier Management and Timekeeping. While this range of features is one of our powers, it can also make the learning process challenging. Alejandra and Cecilia shine in offering personalized solutions, guiding users through a combination of flows and features to make them succeed and be able to use the full potential of HeavyConnect.
We also recognize the importance of feedback and continuous improvement. Our close relationship with our customers allows us to be constantly listening to their needs and requests. Implementing feature requests and solving issues quickly not only enriches our product but also shows to our customers that what they say has value, is appreciated and is used for us to shape our software.
Conclusion
We see our customers as partners, not as clients. More often than not, our customers see us the same way. This relationship allows us be part of their agricultural operations and day to day. This trust has been a key to our growth and success. And more important, the understanding we have of our users' challenges helps us to provide an amazing support, adapting what we know to make sure they succeed.
Our customer support is not just a department. It's our identity. Our essence. It's what makes us HeavyConnect.
By Tárek Holanda, Head of Product at HeavyConnect.
