Customer CARE- Going the Extra Mile!

Canary Labs has been known for its notable customer care since the start-up of the company. Being a software developer, Canary Labs understands dealing with other software companies and what makes Customer Care exceptional. No one likes hearing the message that someone will get back to you sometime in the next 3 days, discreetly meaning that they may believe it's not their problem and it will resolve itself in the next 3 days. No one likes having someone from a different country take you through the basic steps of reinstalling your original software, maybe because the person behind the phone believes that will fix your problem or at least make you go away. No one likes having to jump through hoops; it's inconvenient to be transferred from one department to the next before finally talking to someone who can even comprehend what you are talking about.

There are many frustrations that we have all encountered when working with a customer support department. At Canary Labs, we strive to make your Customer Care experience different. When talking with Canary Labs Customer Care, you are talking with experienced people that can quickly solve your problem, sometimes within minutes. If the problem is intermittent or requires more investigation, our support people have direct access to our developers. Problems are typically solved on the spot or within hours, in worst case scenarios it may take a day or two. Our longest outstanding item over the last 30 years took 3 days to solve, it was a difficult intermittent problem that was found to be a problem within a Microsoft operating system module. Our support team has a CRM database to track past problems and help our support team learn from previous experiences. Many times users will call Canary Labs first even though it may be another software’s problem, maybe because the user knows Canary Labs will talk with them and help confirm the problem. We treat our customers the way we would like to be treated. Sometimes the problem is not our problem, but if it affects the operation of the Canary Software, our Customer Care team is diligent to check it out!

"Nobody raves about average." -Bill Quiseng

Canary Labs builds diagnostic tools into certain software modules and provides more tools for data management and analysis such as network communications and where your data is between Canary modules such as the sender and receiver module when connected to satellites or networks that are not consistently running. We know how valuable your historical data is, we want to provide reliable data and tools to notify users of what is happening within their system or if configuration changes are made unexpectedly.

Canary Labs is not out to gouge you on customer support costs. Our objective is to provide extreme value to our clients while exceeding their expectations. We have had customers report an excess of a 10-fold return on their Canary 20K investment within months. We do our best to live out the phrase, "Do unto others as you would want them to do unto you". At the end of the day, as a company, are we giving more than we take? Canary Labs Customer Care strives to be excellent in its services and do what is right!