We’ve all been there before: You have a problem with something you buy, and you reach out to the company that sold it to you. If you’re lucky, they’ll do everything right to solve your problem. Maybe the company sent you a new item without you asking for it. Maybe they spent extra time walking you through ways to solve your problem. Or, maybe they even reached out to let you know about a potential problem ahead of time. Often, they simply responded in a way that made it clear that it was their problem that they were taking responsibility for, and not your problem that you were bothering them with. You walk away thinking, “That company just gets it.”
And why do those great customer experiences stand out? Unfortunately, it’s because they’re so rare. And that’s especially true in the IT world. But that’s not the case for Pure Storage® customers. When sharing what they like most about Pure, almost all of them mention Pure’s:
- Amazingly effortless technology
- Evergreen Storage™ model
- World-class customer support
A Singular Focus: The Customer
Pure has always taken a customer-centric approach to everything we do. That’s why we built our products to upgrade, modernize, and expand without downtime or costly forklift-upgrade rebuys. Our installation manual is a double-sided, folded-over business card—not an unwieldy book. Our maintenance rates are Flat and Fair.
70% of all support tickets are generated by Pure—not our customers.
And with the AI-powered Pure1® storage management system, support is both predictive and proactive. In fact, 70% of all support tickets are generated by Pure rather than our customers. Time after time, we hear Pure users say that they didn’t even realize there was a potential issue until we reached out to them. And by then, the problem was already being resolved, a patch was ready to be installed (non-disruptively, of course), or a replacement part was on its way. Pure customers appreciate this customer focus since they know all too well that legacy storage vendors rarely live up to such a high standard.
What Award-Winning Support Looks Like
Pure’s focus on exceptional customer experience is why we’re consistently recognized by our customers. For the sixth consecutive year, we maintained our market-leading NPS score in the top 1% of Medallia-benchmarked B2B scores.
And just this month, TrustRadius recognized Pure FlashArray™ for Best Customer Support and Best Usability. With a combined average trScore of 9.2 out of 10 and 335 verified customer reviews and ratings, FlashArray won in the Enterprise Flash Array Storage category.
“Pure Storage has won a Best Customer Support award from TrustRadius based directly on customer feedback,” said Megan Headley, VP of research at TrustRadius. “Reviewers on TrustRadius highlight Pure Storage’s speed, knowledge, and professionalism.”
Based entirely on customer feedback, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology solutions. Global customers share their experiences and outcomes using FlashArray on the site. For example:
“Pure Storage stands head and shoulders above their competition. Not only is performance and usable capacity better and faster respectively, but the predictable support costs also make this a ‘no-brainer.’”
—Kevin Hannon, IT Director, Town of Belchertown, Massachusetts
Our services go beyond day-to-day support:
- Pure’s Advanced Services teams can help you migrate from legacy storage to Pure (and help make it your last data migration).
- Strategy workshops and integrations can help you get the most out of your Pure investment within your unique IT ecosystem.
- Pure Professional Education and Knowledge offers training and certifications to help you build your knowledge of Pure technology and solutions.
Pure products, solutions, support, and other services all have a common focus: delivering a great customer experience. Want to get that great customer experience feeling again? Try Pure Storage.
