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, or at least, to make sure you’re happy with the result. 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. Name five IT vendors that have surprised you with an exceptional customer experience. If you’re like most of us, filling that list will be a challenge—even if you take time to really think about it.
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
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 rather than an unwieldy book. Our maintenance rates are Flat and Fair.
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.
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. We recently increased our score to 83.5, which is more than twice the B2B average and 4x that of other storage vendors.
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
(Read the full review.)
Our services go beyond day-to-day support. Pure’s Professional 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. And 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.
Find out more about how to rethink your storage refresh.