Improvements in customer service

Looking back at 2023, the optimization of customer support at Greyd led to a 30% reduction in response time.

A headset resting on a keyboard
Portrait of Sandra Kurze

Sandra Kurze /

January 26, 2024


In 2023, particularly with the implementation of Help Scout in the first half of the year, we made significant progress in our customer service. In summary, our customer service has become not only faster, but also more efficient and even more customer focused. We are proud that we have been able to significantly improve our service through continuous effort and improvement.

We are particularly proud of the fact that our customer support is not just a necessary part of our offering, but a central element of our product. Those who already work with Greyd.Suite know that we don’t just offer a product, but a complete package that includes individual onboarding and personal support. We recognise that excellent customer service is critical to customer satisfaction and loyalty. That is why we are committed to continually investing in and improving this area.

Improved response time

A concrete example of our recent improvements is the optimisation of our response times. Over the past few weeks, we have been working hard to further reduce the time it takes to respond to customer enquiries. This has resulted in a significant reduction in response time of around 30%.

This does not refer to the first response from the system, but to the first personal response from our support team! I think this is a clear sign that we are not just reacting, but that we are proactively looking for ways to optimize our service.

Increased transparency

In addition to faster response times, we have also increased transparency with our customers. We now provide more frequent interim feedback to keep customers better informed about the status of their requests. This improved communication also shows our customers how much we value them, and feel we take them seriously.

The future

Our vision for the future is to continue to improve our service as our business grows. We know that our commitment to outstanding support is a key driver of our success and therefore remain true to our motto: to grow, improve and provide the best service to our customers.

Share your ideas, every suggestion is welcome

We know that you, our customers, often have the best ideas on how we can improve our service. Your direct feedback is incredibly valuable to us. We would therefore like to invite you to come and talk to us and share your suggestions. Whether it’s small adjustments or big ideas – we are all ears and take every suggestion seriously. Your experiences with our products and services provide us with important insights to implement exactly the improvements you would like to see. So please don’t hesitate to share your thoughts and ideas with us. Every suggestion is welcome and will help us to make our service better and more tailored to your needs. We look


Portrait of Sandra Kurze

By Sandra Kurze

Sandra is absolutely passionate about copywriting – preferably, of course, on topics that also captivate her in terms of content. She has been involved with websites and online marketing for several years – both from a service provider and customer perspective. The perfect prerequisites for the Greyd blog!

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