93% customer satisfaction and response times under 3 minutes: our definition of responsiveness

Customer support, an essential pillar of the user experience

Since its creation, Mailinblack has set itself the mission of simplifying cybersecurity and making it more accessible.

But beyond technology and artificial intelligence, the key to success rests on an essential human strength: customer support. As the true interface between users and solutions, the support team embodies the values of attentiveness, responsiveness, and care every single day.

Its role: to guarantee a smooth, reassuring experience, from the first contact through to full resolution.

A support team organized for performance

Mailinblack’s support team is made up of 8 experts spread across three complementary levels, in order to respond effectively to every request.

Level 1: attentiveness and guidance above all

Made up of 3 people, this unit is the first point of contact for users.

It answers functional questions, helps users get to grips with the solutions, and escalates to the next level when needed.

The goal: to make every user autonomous and confident.

Level 2: technical expertise at the customer’s service

The 3 members of Level 2 handle more complex cases. They reproduce issues, optimize configurations, and work hand in hand with the development teams.

Their strength: analyzing, resolving, and explaining clearly.

Level 3: infrastructure mastery

The 2 experts at Level 3 handle technical supervision and the stability of server environments. They step in on critical incidents and collaborate closely with the DevOps teams. Constant vigilance to guarantee the reliability of the solutions.

A responsive and measurable customer support

The support team’s performance rests on key indicators that reflect its commitment:

60% of Level 1 tickets are resolved in under 30 minutes
66% of Level 2 tickets in under 3 hours
93% customer satisfaction (CSAT), with peaks at 96%
Over 22,000 interactions per year (5,000 calls, 9,000 chats, 8,000 tickets)
Average first response time: under 3 minutes on chat, under a minute on the phone

These results reflect a fast, available, and effective customer support, backed by a constantly updated knowledge base to foster user autonomy.

What customers say about it

Customer testimonials are unanimous: the quality of support rests above all on the human touch.

“From the very first contact, we felt guided every step of the way. The exchanges were clear, human, and the follow-up was constant right through to resolution. By the end, it felt like we’d taken a mini training course.”

“You can feel real empathy, a genuine desire to help. It’s not just ticket management, but an understanding of our context.”

“Simple, competent, and responsive. The chat is a real asset: fast, effective, and always human.”

This feedback illustrates the team’s philosophy: listen before acting, explain before resolving.

A human approach, at the heart of customer satisfaction

The strength of the support team lies in a human-scale team, able to combine technical expertise with a sense of service. Every interaction is designed to build trust and improve the user experience. Responsiveness, guidance, closeness: values that translate concretely into high, lasting customer satisfaction.

In three words: Human. Empathetic. Attentive.

A commitment focused on the future

More than a help desk, support is a key player in continuous improvement. Customer feedback is used to evolve the products, enrich the documentation, and refine internal processes. The goal remains the same: to offer a support service that is ever more responsive, clear, and accessible, where every user feels supported with confidence and care.

In summary

Effective support is good. Human, proactive, and committed support is better. That’s the conviction the team embodies every day, combining expertise, responsiveness, and attentiveness to make every exchange a positive and memorable experience.