According to Bain’s report, despite investments into customer success efforts, 75% of software companies have seen their net revenue retention decline, and only half of customers feel that their support needs are being moderately addressed, while 15% feel their needs are even less well-addressed. Adding to this, a recent CCW Digital survey found that 55% of consumers believe customer service is getting worse, and only 7% think it’s improved. So what’s the root of the problem?

One issue is misaligned priorities. Software customers rank technical implementation and deployment as their top need for customer success—yet companies rank it sixth. Customers also value support from agents with strong technical knowledge, but they’re often met with disengaged, generalist reps who lack in-depth expertise. Plus, while AI investments are continuing, customers want to talk to real people, but 52% percent struggle to reach live agents, and even when they do, interactions often fall short.

The frustrations software customers feel point to what they truly want in technical support: help with implementation, access to knowledgeable agents, and real human connection. Meeting these needs is no small feat, but our customer success engineers at Golden Software have specialized in providing this type of technical support for decades. They emphasize human connection, technical expertise, and hands-on implementation assistance through various channels, including the following:

• Live Chat: Need help quickly? Our live chat connects you with a real person who can address questions or troubleshoot issues in real time, no matter how big or small the problem. 
• Email: For detailed inquiries, our email support offers comprehensive responses, equipping you to attach screenshots or files for context, which our team will use to provide clear, helpful answers.
• Phone: Sometimes, there’s no substitute for a good conversation. You can call to speak with a customer success engineer directly—no hoops to jump through.
• Scheduled Screen Shares: Seeing how something is done is incredibly beneficial. That’s why we offer screen shares, where our customer success engineers walk you through solutions step-by-step.
• Workflow Integration Guidance: Want to get the most out of Surfer and Grapher? Our team will help you integrate the software into your workflow for maximum productivity and value

All of these support channels are available if you have a subscription or license with active maintenance (but no matter your plan, you can always contact us via email). Regardless of the route you choose, our customer success engineers at Golden Software go beyond just answering questions with general responses—instead, they provide meaningful guidance and a support experience that makes a real difference and truly benefits the person who matters most: you.

Our approach to technical support gives you access to real human connection, specialized expertise, and assistance with software implementation. This approach comes with tangible benefits, including five major ones you may appreciate most.

No matter the software, there’s always a learning curve. At Golden Software, we’re all about making sure it’s as smooth as possible. From scheduled screen shares to personalized workflow guidance, our technical support is designed to get you up to speed quickly. And as an added boost, our customer success engineers send out weekly emails packed with best practices for both new and staple features, so you’ll have step-by-step instructions to help you master Surfer and Grapher in little to no time.

You want your visualizations to be clear, compelling, and accurate, but you also need to create them efficiently. That’s where our technical support shines. Our customer success engineers know Surfer and Grapher inside and out, so they’re equipped with tips and tricks that’ll save you time without sacrificing quality. And whether you reach out via chat, email, or phone, they’ll make sure you get exactly what you need to streamline your workflow.

With their deep technical expertise, our customer success engineers don’t just handle everyday needs—they’re problem solvers who deliver custom solutions for unique challenges. They’re skilled at finding workarounds and offering creative ways to visualize your data, ensuring you can tell a compelling story to stakeholders. This level of tailored support sets us apart, giving you solutions that go beyond standard customer service.

At Golden Software, your feedback shapes our products. Our customer success engineers are on the frontlines, listening to your challenges and use cases, and their insights directly influence our software development. The result? Enhancements and features designed to meet real-world needs, inspired by your input. Our technical support doesn’t just solve immediate problems; it also contributes to long-term improvements that benefit you and all our customers.

Our ultimate goal is to help you create superior maps and graphs that deliver value to your stakeholders. Whether through a quick live chat or an in-depth screen share session, our technical support is here to provide the guidance you need to produce meaningful visualizations that drive good decision-making. From design principles to feature tips, our customer success engineers equip you to create visualizations that resonate with your audience and inspire informed action. In the end, our technical support isn’t just about fixing issues—it’s about helping you achieve exceptional results for stakeholders.