26 June, 2024

Maximizing Eye Tracking Success with Smart Eye: The Power of Customer Support

In our continuing series on maximizing success with Smart Eye solutions, we delve into the crucial role of customer support and the dedicated team behind it. Following the insightful webinar “Congrats on Your New Eye Tracking System! Now What? Maximizing Success with Smart Eye Solutions,” we’re excited to explore how our support team ensures a seamless experience for our customers.

Meet the Team: Behind the Scenes of Customer Success

In conversation with Emil Rolander, he sheds light on the team that makes Smart Eye’s customer support possible. Emil introduces us to the core members: Peter, Sadar, and Aaron, each with their own responsibilities and geographical focus.

– Aaron: Based in the North American office, Aaron handles customer visits and eye tracking system installations, ensuring our North American customers receive top-notch support.

– Emil: Our global troubleshooter, Emil travels worldwide, offering support wherever it’s needed, from Europe to Asia and beyond.

– Peter and Sardar: Focused on Europe and Asia respectively, Peter and Sardar provide localized support, understanding the unique needs of customers in their regions.

Evolution of Customer Support: From Sales Engineer to Customer Success Manager

Emil shares a fascinating insight into the evolution of customer support roles at Smart Eye. Previously, the roles of sales engineer and support engineer were separate. However, Smart Eye recognized the value of having a single point of contact for customers throughout their journey–from initial demo to system deployment.

The concept of the “Customer Success Manager” emerged, where one person guides the customer through every phase, understanding their needs, deploying the system, and ensuring it functions as intended. This integrated approach has proven highly successful, fostering deeper customer relationships and smoother deployments.

The Art of Customer Support: Patience, Persistence, and Problem-Solving

Some recent customer testimonials were highlighted that underscore the key attributes of Smart Eye’s support team: persistence, patience, knowledge, and timely responses. Emil emphasizes the importance of these qualities, especially in supporting highly advanced and technical systems.

Patience is essential, particularly when tackling complex issues. A love for problem-solving and a deep understanding of eye tracking technology are also crucial. For Emil, every challenge is an opportunity to bridge the gap between technology and customer needs.

Conclusion: Bridging the Gap with Smart Eye’s Support Team

As Emil aptly puts it, customer support is about “loving technology” and “finding the root cause of things.” Smart Eye’s support team is dedicated to bridging the gap between technology and customers, ensuring a seamless experience every step of the way.

In our next installment, we’ll explore the post-purchase integration process and dive deeper into the collaborative experience of working with Smart Eye’s dedicated support team.

Stay tuned as we continue our journey of maximizing success with Smart Eye Solutions!


Whether you are a new or returning customer, we invite you to connect with us! Contact us here to delve deeper into your needs regarding eye tracking and support.

Written by Ashley McManus
Back to top