No bots, just people: the beating heart of our customer success team

In a time where artificial intelligence is often the first point of contact, we at Ed Controls have made a conscious choice. We believe that real human connection is irreplaceable. Behind every question is a person who wants to be heard and supported. That is where our Customer Success team makes all the difference.

To bring their work and impact to life, we sat down with several team members for a series of interviews. What they shared confirmed what we already knew: customer support is not just about solving problems, it is about building trust, offering clarity, and showing genuine care.

They are the first voice our users hear. The people who think along, guide with patience, and go the extra mile. In this blog, we celebrate the team that brings warmth, attention, and expertise to every conversation.

More than support: building real connection

For the team, personal contact is not just a feature, it is a foundation. Customers reach out when something is unclear or urgent. Having a real person on the line, someone who listens and responds directly, makes all the difference. No menus, no filters, just immediate support from someone who cares.

This approach often leads to deeper conversations. Canan recalls a review call where a user was unaware of one of our modules. By asking the right questions, she discovered that he was using an external tool unnecessarily. By introducing our Audit module, she helped him simplify his workflow with a single solution. A small moment, but one that had real impact.

For Inge, personal contact is about being honest and attentive. She explains how hearing someone’s tone helps her recognise frustration or urgency, things a chatbot simply cannot detect. That allows her to respond with empathy and solve the issue faster. “It gives me real satisfaction when I can truly help someone,” she says.

Magda sees every call as an opportunity to learn. Feedback from users helps us improve the product. “We are not only solving issues,” she says. “We are learning from them too.” And that insight directly contributes to a better experience for all users.

Lilian takes a user-first view. “From a customer’s perspective, what is better than having an actual person on the phone?” That simple truth lies at the heart of how the team works.

Availability that matters

One of the strongest values of the Customer Success team is being reachable when it counts. Our users often work with strict deadlines and fast-moving projects. Waiting for support is not an option.

That is why our team is directly available by phone or email. Not through an automated system, but as real people who step in right away. Magda puts it clearly: “Our users want to keep going. They do not have time to deal with general chatbot questions. They need direct help from someone who understands their situation.”

Lilian enjoys being able to solve issues during the call itself. That efficiency builds trust. Inge adds that live support allows her to adapt to the emotion behind a request, which leads to better outcomes. And users feel that difference too.

Collaboration makes us stronger

The strength of the team lies not only in their individual skills, but in how they work together. Whether it is finding the right solution, supporting a colleague, or learning from each other, the collaboration within Customer Success is key.

Canan highlights that the team includes people from different departments who share knowledge and stay in close contact. Inge points out that mistakes are never ignored. “If something goes wrong, we reflect and improve. We want to do better every time.”

Magda enjoys the creative energy in the team. Brainstorms are a regular part of the process, and everyone brings a different perspective to the table. That diversity makes the work stronger and more enjoyable.

What users remember

At the end of the day, it is not just about solving a technical issue. It is about how users feel after the conversation. The team agrees on one goal: to leave every user with a positive impression.

Canan hopes users feel welcome and heard. She believes they can sense that we genuinely want to help. Inge shares that her goal is for every user to think, “That was such a helpful experience,” when they hear the name Ed Controls.

Lilian focuses on four qualities she wants to be remembered for: expertise, kindness, punctuality, and keeping promises. Magda adds that no matter the user’s role, every request is taken seriously. That sense of care is what stays with people.

People make the difference

We are proud of the technology we build, but it is the people behind it who bring it to life. The Customer Success team shows every day that human connection is not a luxury, it is a necessity.

That is why we choose people over bots. Voices instead of scripts. Attention instead of automation. Because in the end, that is what creates trust, loyalty, and meaningful support.