Sometimes doing the right thing means taking on a challenge. The story of Laplink®’s Customer Service Center (CSC) is no exception. Today, Laplink’s CSC is one of the best customer service experiences in tech. And it offers far more than free product help.
In 2019, customer service agents at Laplink Software, Inc. diligently took calls and answered online chats during business and limited weekend hours from its headquarters in Bellevue, Washington. Customers called in, emailed, or used the live chat to reach an agent, and in some cases, had to wait for answers.
But PC transfers aren’t always part of customers’ daily workflow, so calls stacked up after hours and on weekends. Clearly, customers needed around-the-clock support. But more curiously, customers made contact less often with PCmover software issues than they did for assistance with peripheral concerns.
“Users are understandably excited when purchasing a new PC, but there can also be quite a learning curve, depending on what device they used previously...Every user we help has a unique hurdle they are facing.”
“Even in the early days, customers rarely called in with PCmover problems,” reflected Laplink’s Director of Customer Experience, Timothy Worcester. “Users are understandably excited when purchasing a new PC, but there can also be quite a learning curve, depending on what device they used previously. There are so many variables between PCs: It could be a whole new operating system, a faster but smaller drive, cloud storage options — the possibilities are truly endless. Would we need to offer this type of customer service if every PC was exactly the same? Probably not, but that's far from the environment we operate in. Every user we help has a unique hurdle they are facing.”
When the need for a broader customer service offering became clear, Laplink leadership immediately started working on a solution.
According to Worcester, the company discovered early on that extending the scope of service and hours of availability to help users navigate the new PC experience directly resulted in an increase in customer satisfaction with their new PC overall.
Extending the scope of service and hours of availability to help users navigate the new PC experience directly resulted in an increase in customer satisfaction with their new PC overall.
“We want to remove barriers holding users back from enjoying their new PC experience,” he said.
Worcester’s thoughts are synchronous with those of Laplink leadership.
“It made sense to offer a more comprehensive customer service experience,” explained CEO Thomas Koll. “While the PCmover software itself is simple to install and run, it’s an integral part of the setup process for a new PC. And PCs are very complicated pieces of machinery.”
Worcester expects the PC setup experience will only become more difficult to navigate as the market evolves and new devices and Windows experiences are developed.
“PCmover is the perfect companion in this process,” he explained, “since it moves what we call the 'personality' — data, settings, and apps — of a user’s old computer to their new device. But for some, that process doesn’t seem so simple. Some people still need help understanding and getting comfortable with their new device. That is precisely why we have created this service, and that’s why we continue to invest in it: to grow customer success and satisfaction.”
Laplink Concierge was the company’s first response to the call for anytime expert help. The program offered 24/7 PC transfer assistance, but with an added cost. It was so popular that the program has since blossomed into one of the best white glove customer service experiences in tech, that Laplink now offers for free.
Laplink CSC now staffs more than 20 customer experience representatives around the clock who provide how-to guidance on any aspect of PCmover. But CSC agents aren’t just PCmover experts. They’re new PC setup pros.
“We saw an opportunity to go above and beyond,” added Laplink’s Chief Operating Officer Randy Clark, "to provide the customer service that most PC manufacturers don’t offer; one that could address anything to do with our software and its environment — the very PC itself — and we made it free to all users of PCmover. It’s a service we can provide that leaves customers much more satisfied with the experience than the average ‘tech support’ call.”
“We saw an opportunity to go above and beyond — to provide the customer service that most PC manufacturers don’t offer; one that could address anything to do with our software and its environment — the very PC itself — and we made it free to all users of PCmover. It’s a service we can provide that leaves customers much more satisfied with the experience than the average ‘tech support’ call.”
PC setup help isn’t a service Laplink provides because it must, but because it’s the right thing to do. Instead of supporting the PCmover software only, CSC representatives understand, guide, and troubleshoot the entire new PC setup process. And they’re passionate about what they do.
“Customers’ successes are our successes,” said John Erwin, Laplink’s Customer Experience Supervisor. "When customers are happy, we all do well. So everyone in CSC gives their best each day to ensure Laplink is providing the best customer experience in the industry.”
“Customers’ successes are our successes. When customers are happy, we all do well. So everyone in CSC gives their best each day to ensure Laplink is providing the best customer experience in the industry.”
Laplink’s comprehensive approach has left thousands of customers thrilled with the experience.
Recently a customer sent a personal email about their experience.
“You are a lifesaver! And, in addition, a very patient lifesaver. The transfer has been completed and so far, all is well. Many thanks for your help, professional/knowledgeable approach, and not only guiding me through the PCmover transfer but the entire PC setup process.”
Integral to customer satisfaction, Laplink’s Customer Service Center has also become a cornerstone of the company’s continued success. Answering presales questions helps customers decide which products are right for their unique situation, and representatives field requests to upgrade licensing tiers or scale for greater business needs. All are services that have contributed to an overwhelming number of glowing customer reviews.
Laplink Software, Inc. has been a global leader in consumer, SMB, and enterprise PC migration software for nearly 40 years. It has earned the loyalty and trust of millions of organizations and customers worldwide. PCmover software saves time and budget, reduces migration risks, and increases efficiency. Only PCmover’s proprietary technology includes full selectivity that transfers data, applications, and settings from an old PC to a new one, even if the two PCs run different versions of Windows. Laplink Software is a privately held company founded in 1983 and is headquartered in Bellevue, Washington.
Need to consult a PCmover expert? Contact us — anytime!
Briana is a lifelong storyteller passionate about authentic, inclusive content. As digital content and communications manager for Laplink, she fosters the human connection in tech through virtual content. Briana’s previous credits include content strategy and creation for Microsoft, Puget Sound Energy, Alaska Airlines, and other household brands. In her free time, she enjoys music, movies, and the performing arts.
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