As the Customer Support Manager here at Ediphi, I’ve had the incredible opportunity to see firsthand how our technology is transforming the industry. But no matter how cutting-edge our solutions are, one thing has always been clear to me—exceptional customer support is at the heart of our success and, more importantly, yours. It’s about being a true partner, understanding your challenges, and making sure you have the support you need to keep building without limits.
After years of assisting customers with products like BuildingConnected, Autodesk Construction Cloud, and now Ediphi, I’ve discovered four essential principles that are crucial when it comes to providing exceptional support:
Construction professionals operate in a high-pressure environment where deadlines are tight, expectations are high, and everyone is doing their best to deliver exceptional work. Our clients depend on our technology to streamline their preconstruction efforts. Recognizing these unique demands, our support team is dedicated to providing timely, effective, and delightful experiences to keep our customers empowered.
In construction tech, waiting for issues to happen isn’t an option. Our customer support team takes a proactive approach — anticipating challenges and offering preventative solutions before problems arise, along with effective workarounds for unexpected issues. We address potential concerns early to keep your projects running smoothly. Our dedicated support team provides expert guidance, ensuring you have the tools and resources needed to avoid disruptions and maximize efficiency. With proactive support, we’re not just solving problems — we’re helping you prevent them.
Customer feedback is a cornerstone of innovation. Our support channels are not just for troubleshooting; they are invaluable sources of insight that shape the future of our product. Every interaction—whether it’s a question, concern, or suggestion—provides us with critical information to better understand the evolving needs of construction professionals. By actively listening to our users and being the voice of the customer, we identify opportunities to refine our products, streamline workflows, and introduce new features that directly address real-world challenges in preconstruction. This continuous feedback loop ensures that our solutions remain practical, user-friendly, and ahead of industry demands. Your feedback doesn’t just lead to updates—it helps us create better tools that make your work easier and more efficient.
An informed customer is an empowered customer. That’s why we invest in building a comprehensive and easy-to-navigate Help Center filled with detailed articles, step-by-step guides, and troubleshooting resources. Our knowledge base is designed to give users instant access to the information they need to solve problems, learn new features, and get the most out of our product. This commitment to self-service support not only reduces the need for assistance but also builds user confidence and independence, keeping projects running smoothly.
In construction tech, even the most advanced tools are only as effective as the support behind them. At Ediphi, our customer support team is committed to being a trusted partner in our clients' success. That’s why we’ve invested in growing the support team from one person to three in only twelve months of being in the market. We’ve also maintained an average first response time of 28 minutes despite support cases growing exponentially as we’ve added more customers. And we should note, that’s our support team responding individually to customer emails, not a chat AI agent that can’t properly understand your problem.
We deeply understand industry challenges and provide proactive, personalized support to help teams navigate them with confidence. By actively listening to feedback and continuously improving our services, we help lay the foundation for preconstruction departments to more successfully operate.
