Time and time again, when customers switch to Pimento from systems like Mintsoft and Orderwise, one of the top 3 complaints we hear is about the lack of support they experienced.
At Pimento, we’ve built the most flexible and dynamic WMS for brands and 3PLs, but we strongly believe that great customer support is just as vital as the software itself. That’s why we take pride in delivering quick, helpful, and productive support, every single time.
Maybe it’s because we’ve run our own 3PL business and understand the crucial context, but what baffles us is how flippant most WMS providers are about customer support. The WMS is the heartbeat of operations—often switched on before the warehouse lights are even turned on. In our view, if someone relies on you to keep their business ticking, you have a duty to always be there for them.
We thought long and hard about how we wanted to approach customer support. We knew we didn't want to be like Allbirds who prioritised great customer support at the cost of efficiency. And we didn't want to be like Deliveroo who prioritised efficiency at the cost of great customer support. So we've been on a mission to find the Pimento sweet spot between both and we think were doing really well so far, here's how we approach it:
We don't actually refer to it as customer support
We like to think of support as an extension of our product and a chance to reinforce our brand. That’s why we call it 'customer experience' (CX) instead of just 'support.' When we build our product, we aim to add touches of thoughtfulness, care, and sprinkles of magic. It’s those small details that make our customers fall in love with what we offer, and we believe every interaction should feel just as special.
By using the term CX instead of CS, we’re pushed to really consider how our customers feel before, during, and after they reach out to us. Sure, customer support is about solving problems, which is great. But we focus on the term CX because we want to create positive experiences for our customers at every step of their journey.
Everybody at the company does CX
At Pimento, we truly believe that chatting with our customers every day is the best way to understand the challenges they face and build them best product possible.
That’s why everyone on our team, no matter their role, regularly jumps in on the support rota. This way, we all get hands-on experience with our customers’ needs and challenges. It's important that our team members really live and breathe the context.
Looking at companies like Mintsoft and Orderwise, as they grow and get acquired, their communication to customers becomes more limited. We want to build a culture that’s completely against that from the very start—everyone should be excited to talk to customers all the time!
We don't do tickets
Okay, that’s not entirely true. Internally, we do manage and organise requests with a ticketing system. But what I really mean is that we never make our customers fill out a form and wait three days for a response, only to get auto-replies.
We want it to be really easy to reach us. Our customers connect with us through live support from within the Pimento system. Customers can reach us via WhatsApp, phone call, or email. We also hold bi-weekly catch-ups with all our customers, giving them a chance to share feature requests, challenges, or support with any upcoming customers they need help onboarding.
Unlike the incumbents, we don’t see support as a “cost centre.” We see it as a value driver. We have goals to be more accessible and, in turn, create even more value for our customers.
We make sure our product is delightful and always works
As much as we love chatting with our customers, the reality is—they use Pimento to get stuff done. They should be focusing on shipping, picking, and managing inventory. That’s why we have a strong focus on making sure everything runs smoothly, so we’re never overwhelmed with queries.
We do three things really well:
- Intuitive Design and Great Documentation: We’ve made our product super intuitive and easy to use, and we provide loads of documentation to help our customers avoid any hiccups.
- Focus on Stability and Security: We put a lot of effort into ensuring our system is stable and secure, so bugs and issues are a rare occurrence.
- Real testing: We still have access to the 3PL business we built, which we use as a testing ground. This means our customers are never the first to try out a new product. Everything gets tested in a real environment, and we sort out any kinks before it reaches their hands.
We're not perfect, and we don’t pretend to have it all figured out. But what we do know is that the best products come from staying close to our customers. So until that changes, we’re committed to doing just that.
