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Verisk Celebrates

50 Years of Moving Great Service Forward

Sharla Tucker

Portrait of Sharla Tucker, Support Manager at Xactware

Sharla Tucker

Support Manager
Xactware
Lehi, UT

“Being that virtual bridge between customers and the product teams is a role we value because it helps engender more customer confidence in us and shows them that we care about them and the issues they report to the Support Team.”

What’s one of your proudest customer service moments?

Recently, I worked with a customer who lost a massive project due to a program crash. He was highly stressed and had a deadline. He dreaded the thought of starting over again. I looked in all the usual places for the project but wasn’t having any luck recovering the data. In my search, I got to a point where I was considering the data unrecoverable.

As a last-ditch effort, I tried one more approach that had never worked for me in the past, but this time it did! I’ll never forget how happy and relieved our customer was when we opened the project, and all the data was there. I’m grateful for my persistence and for pushing myself to exhaust all avenues to find a solution to a customer’s problem.

What customer insights have helped us be better partners?

My team gathers data and feedback from customers about the issues they experience with the software. We work closely with the product teams to prioritize the problems that have the most impact at any given time. Being that virtual bridge between customers and the product teams is a role we value because it helps engender more customer confidence in us and shows them that we care about them and the issues they report to the Support Team.

How have you collaborated with a customer to overcome a challenge?

As a support team manager, I frequently work with customers who need support with certain products, features, or processes. Recently, a customer was experiencing an ongoing development issue. If the problem persisted, he could lose business. I asked if he would allow me to find a solution until the issue was resolved. He agreed. It took a good portion of my day, but I found a workaround for him, and he gained renewed confidence in our solutions.

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