Support the right way: taking support to the next level

Tyk, a remote-first company, is renowned for its exceptional customer support, which plays a crucial role in maintaining the mission-critical systems of its diverse client base, including major names like Sephora and Hotelbeds. With a commitment to radical responsibility and a global presence spanning 24 countries, Tyk ensures round-the-clock support and rapid response times, averaging 35 minutes and 18 seconds in 2020. The company prioritizes customer experience by empowering experienced engineers to handle support requests directly, rather than relying on a traditional tiered support model. This approach, combined with a strong customer-focused ethos driven from the top down, has led to outstanding feedback and high customer satisfaction ratings, as evidenced by a 97% CSAT score and a perfect score on recent Gartner reviews. Tyk's support strategy emphasizes quick acknowledgment of issues, personalized assistance, and treating every client as an extended part of the team, ensuring that all customer needs are met efficiently, regardless of their size or financial contribution.