Behind the scenes: How the Flexopus support team works

Who uses Flexopus, notices quickly: Behind the software is not only a powerful product, but also a support team that really helps. But how does this team actually work? Who are the people behind it, how do they handle complex cases and what makes Flexopus support special?

We spoke with Nils, Alischa, Pascal and Vanessa and give an honest look behind the scenes.

The team behind support

The Flexopus support team consists of people with different areas of expertise but a common goal: to help customers sustainably. Here are some of the people behind Flexopus Support:

Nils handles all types of support cases, accompanies onboardings, trains new customers and checks bugs and feature requests.

Alischa is a lead in first-level support, help desk manager and project manager for major customers. She coordinates feature requests, works closely with development and creates changelogs.

Pascal takes care of customer support, onboardings, bug analyses and tests new features.

As a Customer Success Manager, Vanessa accompanies customers throughout the entire life cycle — from onboarding to feedback meetings.

What connects them all: Proximity to the product, direct customer contact and genuine responsibility.

Support without standard phrases

A clear difference from many other providers:

Flexopus does not provide standard automated answers.

Each case is examined individually. Support often goes beyond the actual question, including best practices that help customers in the long term.

‍“Our goal isn't to close tickets quickly, but to really solve problems.” - Vanessa

A typical support day? It doesn't exist.

The day usually starts with a team sync in the morning:

• Exchange on open or complex cases
• Coordination with development, sales or marketing
• Prioritize incoming tickets

After that, the spectrum ranges from:

• Classic support requests
• Onboardings & customer appointments
• Bug analysis & feature testing
• Help center maintenance

No day is the same and that is exactly what many people in the team appreciate.

“We do much more advice than trouble shooting — this is primarily due to the stable and intuitive product” - Alischa

What are the most common inquiries?

Support is most commonly reached by:

• Floor plan preparations
• Site expansions
• Identity provider connections
• Individual use cases where existing functions can be cleverly combined

Large customer projects that require cross-team collaboration are particularly exciting (and challenging).

Close cooperation with Development & Co.

Support with Flexopus doesn't end at the ticket border:

• Feature requests flow directly into product planning
• Bugs are analyzed together with development
• Marketing and sales are regularly informed about new developments

The result: short distances, quick decisions and visible improvements.

Behind the scenes: things that surprise

A few insights that many customers wouldn't expect:

• Floor plans are prepared by hand by graphic artists, even sketches or hand drawings are no problem
• Support has a real impact on feature prioritization
• Many adjustments are implemented directly without detours from support
• Bug fixes and minor improvements are often implemented within a few hours, larger features within a few weeks or months, depending on the scope

Support as a team effort

What motivates the team every day?

• Really moving customers forward
• Positive feedback
• Exciting new use cases
• The strong cohesion in the team

In stressful phases, no one is left alone. Tasks are distributed, priorities are set together and successes are celebrated.

‍“No one has to work alone for us. We're always there for each other.” — Alisha

Key values in the support team:

• Cooperation
• Openness
• Trust
• Dependability
• Humour

‍“Customer support is serious — but positive customer feedback is the biggest motivation for me.” — Nils

Tips from Support: How to get to the solution faster

So that inquiries can be resolved as efficiently as possible, the team recommends:

• First take a look at our help centre or on the YouTube channel
• If possible, include all relevant information directly with tickets (e.g. screenshots, videos, affected floor plan, app version)
• Describe problems clearly and concretely

Looking into the future of Flexopus Support

The team is constantly working on:

• expanding & translating the help center
• more video tutorials
• better self-service options
• proactive support that detects issues before they arise

‍“We want to create more self-service options for common questions.” — Pascal

Conclusion

Flexopus Support is more than just solving problems.

It is partnership-based support, genuine interest in the customer and a team that lives and breathes its product.