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Best Customer Service: Illumio

Recognised for its exceptional customer service, Illumio provides a comprehensive suite of resources designed for the seamless implementation and management of its products. Its offerings range from detailed installation guides and robust product documentation to an extensive knowledge base accessible through the Illumio Community platform. This platform supports customers with onboarding, deployment paths, and tutorials that are tailored to enhance product utilisation and accelerate time to value.

Illumio's documentation prioritises clarity and effectiveness, ensuring that information is accessible and relevant to a diverse audience, from C-level executives to day-to-day operators. This approach has resulted in a 64% self-service success rate, reflecting the efficiency of their support resources in enabling customers to resolve issues independently.

Illumio customers benefit from a comprehensive standard support package that includes 24/7 access to web, email, and phone support from its professional services and customer service teams. This support package is unique in the industry and includes a 30-minute response time for priority cases, as well as complimentary access to self-paced training and engaging community forums. Illumio's dedication to providing high-level support is further evidenced by positive feedback from users and the competitive advantage it provides the company.

Additional benefits include flexible support options, including the possibility for onsite assistance from Resident Engineers or Technical Account Managers. This tailored support ensures that Illumio’s products perform optimally within the unique environments of their customers.

Judges’ Comments:

"A good overall response with detailed documentation available for different audiences. Users benefit from live onboarding, and the deployment experience is excellent."

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