What Customer Success Obsession Looks Like at an IoT Company
What Customer Success Obsession Looks Like at an IoT Company
Jul 17, 2025
—
Phil Gutierre
My name is Felipe Gutiere, more widely known as Phil - the guy from the TagoIO support team. Well, I've been working for more than 4 years at TagoIO, and one key thing that I learned is that customer support isn't just a department—it is the company's culture. We're obsessed with our customer success.
We're not the only company that will advertise this; after all, it is easy to say and it is very popular. So the question that is left is: how obsessed are we? I thought about writing to share my experience in a non-technical blog, and not surprisingly, I got the full support of our leadership to go ahead and post it!
On a daily basis, here is my experience on TagoIO: I wake up in the morning, pick a coffee with some foamed milk, open my notebook, and from now on I know that every meeting and every task will be about being the most customer obsessed company in the world. That's how the company's heart beats. Let me try to give you a glimpse of how this goes in practice.
First of all, we're all obsessed with customer success
On TagoIO, I see the whole team very concerned about doing the best action to help our customers have success on their goals through proactive approach, empathy and respect - all driven by a genuine action of helping customers through a great human-interaction experience.
What I like the most about is that it is not a concern only for the support team, sales & CSM teams, but developers too. Which means that it is all interconnected. For instance, I'm known by the whole developer team - and not because I follow-up about fixes and bugs - but also because we're often talking about our customers & next actions. They give us amazing inputs!
This is possible because it's TagoIO's culture, every employee goes through a 1 month training - very intense and practical - we call it “Customer Obsession Training”. During this training we talk about how to identify customer needs & deliver a great human experience, how to take proactive and impactful actions, challenges, brainstorming and much more. It is not easy, but this is where we find those who match with our culture and those who do not.
What about the practical results?
Well, I'm very proud to say that we've been doing well. Still, a lot to go to become the best company in the world - yeah, we dream big and aim high. Some of these results can be seen through our G2 reviews and customer happiness rating.
On G2, we currently have a rating of 4.9 out of 5 stars and a 100% customer happiness rating for our help desk service. I personally am very proud of such numbers. We know these metrics don't mean every customer is happy all the time. What they do mean is that when challenges arise, we're absolutely relentless about being there for you.
Speed matters, and we're fast….
We also very much value the speed of interacting with customers; we make sure to acknowledge quickly so you know we're on it, followed by thorough resolution. If you send us an email asking for assistance, you can expect that on average your request will be answered by a real human in around 2 hours.
But what good is a quick response if it doesn't actually solve your problem? That's why our average resolution time of 6 hours for technical questions isn't just a statistic we're proud of; it's a reflection of our understanding that when your IoT solution needs us, every minute counts.
… but we don't watch the clock, because we won't measure or care about the time spent
Working as a support agent on TagoIO is great because here we don't measure the time our support team spends with customers. And really that is a relief and for us it's essential.
We believe that meaningful support can't be confined to time limits. Whether your issue takes 10 minutes or 10 hours to resolve, we're committed to seeing it through. Because when you're building scalable IoT solutions for your end-users, you deserve support that scales with your ambitions, not support that watches the clock.
There are moments when I'm chilling out - not in my working hours, my cell phone rings, it is a customer really very concerned about his application, I really don't think twice. He needs us, they are worried, and I will make sure to be there. And I'm not alone in this, I know I can count on a couple of personnel who will be there 24/7, like our CEO and key players - it is a team work.
What changes when AI Meets Human Expertise
We strongly believe in and value human interaction, especially with the increasing use of AI in customer service. For that, we've developed an AI chat system named AskDocumentation that knows everything about TagoIO—perfect for developers who've integrated AI into their daily workflow and need swift answers to complex implementation questions. The team and I use it frequently, and we love it. Sometimes I get surprised with the accuracy of the answers, especially in situations where it knows more than I do. The fear of being replaced by an AI is sometimes real. I'm glad we value human interaction here!
Your Voice Shapes Our Future
Since TagoIO is customer centric, we've created multiple channels for users feedback because we genuinely believe that the best insights come from the people actually building with our platform. I listed below such initiatives:
Roadmap transparency: See exactly what's coming next and when - Roadmap
Feature request voting: Your priorities become our priorities - Feature Requests
Community feedback loops: Where your suggestions turn into platform improvements - Community
Time to wrap up, Customer Success Obsession is in our blood
We often say internally that there's no recipe for what we do, sometimes we go far beyond conventional support expectations. Why? Because our customer success is literally our success. When you build something amazing on TagoIO, when you scale to thousands of devices, when you solve real-world problems with IoT—that's when we know we've done our job right.
TagoIO was built to be an easy-to-use IoT platform where you can achieve powerful results while remaining highly scalable. Our support philosophy mirrors this exact approach. We make getting help easy, provide powerful solutions to complex problems, and ensure our support scales with your growth.
Because at the end of the day, when you're focused on delivering exceptional experiences to your end-users, you shouldn't have to worry about whether your platform provider has your back. You should know it, without question.
My name is Felipe Gutiere, more widely known as Phil - the guy from the TagoIO support team. Well, I've been working for more than 4 years at TagoIO, and one key thing that I learned is that customer support isn't just a department—it is the company's culture. We're obsessed with our customer success.
We're not the only company that will advertise this; after all, it is easy to say and it is very popular. So the question that is left is: how obsessed are we? I thought about writing to share my experience in a non-technical blog, and not surprisingly, I got the full support of our leadership to go ahead and post it!
On a daily basis, here is my experience on TagoIO: I wake up in the morning, pick a coffee with some foamed milk, open my notebook, and from now on I know that every meeting and every task will be about being the most customer obsessed company in the world. That's how the company's heart beats. Let me try to give you a glimpse of how this goes in practice.
First of all, we're all obsessed with customer success
On TagoIO, I see the whole team very concerned about doing the best action to help our customers have success on their goals through proactive approach, empathy and respect - all driven by a genuine action of helping customers through a great human-interaction experience.
What I like the most about is that it is not a concern only for the support team, sales & CSM teams, but developers too. Which means that it is all interconnected. For instance, I'm known by the whole developer team - and not because I follow-up about fixes and bugs - but also because we're often talking about our customers & next actions. They give us amazing inputs!
This is possible because it's TagoIO's culture, every employee goes through a 1 month training - very intense and practical - we call it “Customer Obsession Training”. During this training we talk about how to identify customer needs & deliver a great human experience, how to take proactive and impactful actions, challenges, brainstorming and much more. It is not easy, but this is where we find those who match with our culture and those who do not.
What about the practical results?
Well, I'm very proud to say that we've been doing well. Still, a lot to go to become the best company in the world - yeah, we dream big and aim high. Some of these results can be seen through our G2 reviews and customer happiness rating.
On G2, we currently have a rating of 4.9 out of 5 stars and a 100% customer happiness rating for our help desk service. I personally am very proud of such numbers. We know these metrics don't mean every customer is happy all the time. What they do mean is that when challenges arise, we're absolutely relentless about being there for you.
Speed matters, and we're fast….
We also very much value the speed of interacting with customers; we make sure to acknowledge quickly so you know we're on it, followed by thorough resolution. If you send us an email asking for assistance, you can expect that on average your request will be answered by a real human in around 2 hours.
But what good is a quick response if it doesn't actually solve your problem? That's why our average resolution time of 6 hours for technical questions isn't just a statistic we're proud of; it's a reflection of our understanding that when your IoT solution needs us, every minute counts.
… but we don't watch the clock, because we won't measure or care about the time spent
Working as a support agent on TagoIO is great because here we don't measure the time our support team spends with customers. And really that is a relief and for us it's essential.
We believe that meaningful support can't be confined to time limits. Whether your issue takes 10 minutes or 10 hours to resolve, we're committed to seeing it through. Because when you're building scalable IoT solutions for your end-users, you deserve support that scales with your ambitions, not support that watches the clock.
There are moments when I'm chilling out - not in my working hours, my cell phone rings, it is a customer really very concerned about his application, I really don't think twice. He needs us, they are worried, and I will make sure to be there. And I'm not alone in this, I know I can count on a couple of personnel who will be there 24/7, like our CEO and key players - it is a team work.
What changes when AI Meets Human Expertise
We strongly believe in and value human interaction, especially with the increasing use of AI in customer service. For that, we've developed an AI chat system named AskDocumentation that knows everything about TagoIO—perfect for developers who've integrated AI into their daily workflow and need swift answers to complex implementation questions. The team and I use it frequently, and we love it. Sometimes I get surprised with the accuracy of the answers, especially in situations where it knows more than I do. The fear of being replaced by an AI is sometimes real. I'm glad we value human interaction here!
Your Voice Shapes Our Future
Since TagoIO is customer centric, we've created multiple channels for users feedback because we genuinely believe that the best insights come from the people actually building with our platform. I listed below such initiatives:
Roadmap transparency: See exactly what's coming next and when - Roadmap
Feature request voting: Your priorities become our priorities - Feature Requests
Community feedback loops: Where your suggestions turn into platform improvements - Community
Time to wrap up, Customer Success Obsession is in our blood
We often say internally that there's no recipe for what we do, sometimes we go far beyond conventional support expectations. Why? Because our customer success is literally our success. When you build something amazing on TagoIO, when you scale to thousands of devices, when you solve real-world problems with IoT—that's when we know we've done our job right.
TagoIO was built to be an easy-to-use IoT platform where you can achieve powerful results while remaining highly scalable. Our support philosophy mirrors this exact approach. We make getting help easy, provide powerful solutions to complex problems, and ensure our support scales with your growth.
Because at the end of the day, when you're focused on delivering exceptional experiences to your end-users, you shouldn't have to worry about whether your platform provider has your back. You should know it, without question.
