Platform.sh: fostering a Culture of Transparency with Talkus
Platform.sh is a continuous deployment cloud hosting solution for web applications. The company is present in the US, UK, and Germany and employees across five continents.
In 2016, Platform.sh was chosen to operate the flagship Magento Enterprise Cloud Edition as well as Sensio Cloud by the creators of the widely used Symfony framework. It has also signed exclusive deals with Orange Business Services and Microsoft Germany to offer the first sovereign PaaS solution to European customers.
24/7 follow-the-sun support combined with a unique, triple-redundant architecture based on a high-density grid of Linux micro-containers allow the service to propose 99.99% SLAs on even the most complex use-cases.
Customer satisfaction is critical to Platform.sh.
“As a distributed company, most of our communications happen in Slack. And Talkus matches extremely well our motto: “we are nothing without our customer’s success”. It creates a form of radical transparency and visibility, “
says Platform.sh CEO, Fred Plais @FredPlais
Fred adds: “We do have a dedicated customer support team, however, since Talkus is “slack native” it allows any of us to jump in and interact with our website visitors. Traditionally, customer interaction has been dealt with is in a silo. With Talkus it is no longer the case: anyone from the intern to the CEO can get a real sense of what people understand and sometimes misunderstand about Platform.sh.
Talkus creates empathy and is an invaluable tool, it really puts customers at the forefront of our minds; for a developer, it’s incredibly useful to be able to see how users are applying the latest feature, and for a marketer, it’s critical to see how the new pricing table is received by our clients.”
