Contentstack has expanded its Care Without Compromise programme to Catalysts to provide joint customers the highest level of post-purchase support. Contentstack Catalysts are partners with complementary technology and like-minded about delivering a high-value solution for customers, including outstanding customer service. They partner not just for sales, marketing, and integration, but also for customer service and support.
The Care Without Compromise programme helps joint customers with post-purchase experience. The programme aims to bring ease and agility to the implementation and on-going success of the entire technology stack. When an issue is raised, participants in the programme will take ownership of collaborating towards resolving the issue. This places the onus of finding the path to resolution on the collaborating vendors, not the customer.
Catalysts members who are committed to Care Without Compromise include BigCommerce, Bynder, Cloudinary, Constructor, Gatsby, Smartling, Uniform and Vercel.
Co founding member of MACH Alliance
Contentstack supports microservices-based, API-first, cloud-native SaaS, and headless (MACH) architecture which is quickly becoming the standard for digital-oriented enterprises. MACH technology provides a composable architecture with flexibility, agility, scalability and efficiency to create an environment that meets customers’ needs. One of the challenges of managing a multi-vendor software stack is that businesses must deal with several disparate vendors.
The company is also a co-founding member of the MACH Alliance. The company is committed to making MACH the best option for enterprises by every measure, including customer care and support. Contentstack’s Sonja Keerl was recently appointed as president at the MACH Alliance. The company is doubling down on the rapidly growing technology movement that is taking on all-in-one suites.
“We started the Alliance a year ago. Unsure whether the pandemic would be a source of distraction for businesses in exploring MACH or an accelerator,” said Keerl. “We quickly found out it was overwhelmingly the latter. We’ve heard time and again that we’ve been an invaluable resource over the past 12 months. Companies have looked to deepen their commitment to composable set-ups,” Keerl added.
Companies deserve better
According to Neha Sampat, CEO of Contentstack, “We believe companies deserve better. They shouldn’t be held back by monolithic vendors.”
“With the MACH ecosystem in place and a commitment from these vendors to ensure joint customers receive the same. Or even better — customer care from all parties involved as they do from a single vendor. This barrier to innovation no longer exists.”
Care Without Compromise brings together platforms, processes, partners and people to provide exceptional customer care. Contentstack says it combines a professional services mindset with deep technical expertise. To establish customer trust through competence, integrity and empathy – earning it the highest customer satisfaction scores in the industry. From architectural advice to proactive performance monitoring, the programme ensures customers get the most out of their platforms. In addition to their investments into content experiences.
Care Without Compromise agreements
Greg Luciano, Head of Global Customer Success for Contentstack says, “With our professional services and cloud integration background. We have been intimately involved with the challenges customers face when connecting new digital experiences.”
“The market has shown that brands are turning to more agile MACH solutions for their digital ecosystem. It’s critical for us to be leaders on how to provide enterprise-class and uncompromising customer care across composable a ecosystems.”
Care Without Compromise agreements between Contentstack and the Catalysts create an open line of communication. The agreements support each other to the benefit of the joint customer. Instead of the customer contacting each vendor, they can alert one vendor to the issue and the vendors will work together to resolve the issue. The programme defines how participating organisations cooperate, communicate, and cross-train support staff to deliver their respective services to joint customers.
Enterprise Times: What this means for business?
Composable architecture supports the movement away from large corporate monolithic platforms and systems. Increasingly businesses are attracted to this trend. They are employing an ecosystem of several vendors that focus on specific parts of the digital experience. Microservices, API-based vendors that work together to enable brands to fulfil their business digital strategy. A potential Achilles Heel within this approach is the customer care. How do you identify the partner responsible for issues within the eco-system.
Working collaboratively with multiple technology vendors always has the danger of becoming a ping pong game. As vendors look to shift blame from themselves, to another partner vendor when technology goes wrong. Hence, Contentstack’s announcement about extending Care without Compromise to joint customers of its Catalysts programme. Providing a single point of contact for resolving issues is the sensible direction for companies operating within such a programme. Digital customer experience transformation is now in the mainstream. Customer expectations have shifted dramatically. Only those companies able to translate those expectations into a satisfying customer experience will win.
