SoftOrbits, founded by Eugene Ustinenkov in 2006, is an image data processing software development company that builds smaller-scale single-feature utilities to help photographers simplify tedious routine tasks. The team’s unique business strategy has made it one of the leading niche companies, recognized by Softonic, OISV, and CNET.
While SoftOrbits continuously builds high-quality utilities and boasts over a million yearly downloads, the team behind it believes that success is not just about the software. The company has a 4.7 rating on Trustpilot, and its customer support plays a huge role in achieving this score.
“We were always very down to earth, and establishing a meaningful connection with our audience was always one of the highest priorities for us. Big companies focus on creating giant solutions and often pay little attention to end users — we are determined to be the opposite,” says Eugene Ustinenkov, CEO of SoftOrbits and AlarmFront.
As Eugene explains, ever since the inception of SoftOrbits, the team behind it has emphasized the importance of proper customer support and has established the four golden standards it adheres to to this day. Customer service should be responsive, quick, personalized, and dedicated to solving the issue.
“We’ve established these standards based on our own experiences with customer support teams throughout our careers, as well as data that showcased what customers value most. The most common and easily fixable issue was responsiveness and speed — we ensured that we hired dedicated specialists to stay online at all times and provide assistance to any user who required it,” says Eugene Ustinenkov, CEO of SoftOrbits with more than 10 years of software development expertise.
At the same time, Ustinenkov notes that a personalized approach to troubleshooting and dedication to solving the underlying issue make all the difference and are the main reasons behind the positive reviews users leave.
“People want to be heard and seen, and lots of customer support teams fail to establish that feeling. Not only that, most of the time the support ends the moment the user hangs up, and this can be a devastating experience if you truly need something to be fixed. SoftOrbits guarantees that any issues will be investigated and that the team will provide a personalized, coherent, and extensive report on its findings — and that alone is a game-changer,” says Eugene Ustinenkov, CEO of SoftOrbits, Candidate of Technical Sciences.
The team is certain that, in the age of AI, having a hardworking support team is a must for any business that offers these kinds of tools. Last year, SoftOrbits introduced AI features to seven of its utilities, providing users with dozens of new features and opportunities. At the same time, the technology is still in its early days, which is why it often raises multiple questions and is prone to work somewhat intuitively at times. This makes a real human customer support team even more important, which is why SoftOrbits has immediately increased it by 20%.
“We can see how millions of things can go wrong when you provide users with an interface that recognizes natural language and is theoretically capable of automatically solving difficult tasks. As soon as we introduced these functionalities, the number of requests increased significantly, and processing them with the same level of dedication requires a lot of extra resources. However, we have just the right team to make it work consistently well,” says Hannes Jansen, writer and editor at SoftOrbits.
Want to connect with SoftOrbits?
Whether you’re a client interested in SoftOrbits’ products or a business owner willing to partner with the team, you can reach out at [email protected] or visit softorbits.net.
