Making the difference:
Grade A problem solving customer servants – case story of Arction Support Team.

Few weeks back, in June, we wrote a shout out to our support team. We wanted to manifest what in our minds a great, grade A support means and wanted to lift these vital core players to front line limelight! We get a lot of positive feedback from our users about the work our support team does each and every day. So that is why we thought that it would be great to showcase how far our support goes to get the job done when needed.

During the trial period of LightningChart .NET users can ask all the technical questions they have, they are actually encouraged to do so, because it is so easy to go forward with settings that might not be optimal for the particular use case. We genuinely want our users to get the optimal performance out of LightningChart. It is really true what we say on our web page: We offer FULL technical support also to our .NET trial users, so whilst evaluating the product, you can also try out the support – and usually the conclusion is: It’s somewhere between awesome and unreal!

Other product features and innovations that we create can, in some cases, be (and unfortunately have been) “borrowed” to other charting solutions. And though we might not like it, sometimes that is the price to pay for being a pioneer. And like Oscar Wilde said: Imitation is the sincerest form of flattery that mediocrity can pay to greatness. Fortunately, our people, our dedicated Support Team, well there’s no way that can be cloned. How a basic support case situation often begins is that a trial user might face some issue or a problem they need help with and approach our technical support team. Let’s investigate an actual case (without sharing any confidential information of course):
    Customer case: Initially the trial user was in need to migrate an existing old application from C++ in to a modern WPF / C# environment. Current charting library they used just wasn’t up for the task. Two main key things mentioned in the beginning that they needed were:
    A) 2D heat-map e.g. wafer map with some essential core needs like credible interpolation, zooming, panning, dynamically setting the min/max data span and color span for the chart and requiring certain appearance of the chart as a circle. Just to mention a couple of specifications.
    B) and an XY chart displaying multiple curves simultaneously with some essential core needs like being able to zoom and pan, restore to full extents, dynamically set the min/max data span and to select one-or-more curves in the legend, showing only those curves.

This is how things usually start, with certain core specs that a user needs to implement, to what our team replies with solution possibility/-ties with code excerpts, screen shots and detailed explanations how to get it done. Often this already solves the issues and user can continue testing/evaluation by themselves, but sometimes there is a need for extra assistance, and this is where our team really shines! Our support team consists of actual developers of LightningChart, so they can also assist in building proof-of-concept (POC) application if need be.

Our response time is fast, and most support cases are solved quickly, but sometimes it takes more effort to go the extra mile for our users, and our team really is willing and able to do that. In this customer case that was explained shortly above, support and user exchanged quite a few messages (some 28 emails including multiple code excerpts, screen shots, code snippets) during a three weeks’ time. Going over also other various things user wanted to achieve with LightningChart (e.g. palette modification on-the-fly, rich legend experience, barycentric method, 3d surface rendering, just to mention a few) and the end result was a very happy customer and a successful evaluation period of the product done!

User: “Your truly excellent support played a key role in our decision.“

Support: I’m very glad (and proud) that you liked our product (LightningChart® .NET) and support. Looking forward to working with (supporting) you for years to come.

It is the mutual appreciation, willingness to share information, human to human connections and those supreme software developer skills that result in magic that we call grade A support. It’s really inspiring to work with highly skilled professionals who are keen on helping others to get the best possible result from their work.

We acknowledge that LightningChart .NET is perhaps not the simplest of all charting libraries there are out there. But when you have a mature product with full features and flexibility (possibility to fully customize it) as we do, we also understand the need to compensate the possibly steep learning curve with excellent hands-on support that gets our users where they need to go. It’s a choice we’ve made, it’s in our core, to give the best possible technical support there is to our users. And when LightningChart is running fully optimized for the job, there is just no comparison to others.

“Grade A.” Merriam-Webster.com Dictionary, Merriam-Webster,
https://www.merriam-webster.com/dictionary/grade%20A . Accessed 9 Sep. 2020.