Technical Support Supreme

Exceptional technical support doesn’t just solve problems—it builds trust, and lasting relationships. Host Greg Weichman and guest Cris Franco, Yaskawa’s Director of Customer Experience, break down the keys to creating world-class support that keeps customers coming back. With 34 years at Yaskawa and experience spanning service, tech support, and systems, Cris shares what it takes to consistently deliver top-tier support—day or night, 365 days a year.

They explore the processes that set Yaskawa apart: fast response times, real-time feedback, fully in-house support teams, and a culture built around constant improvement. Chris also gives a first look at exciting upgrades—like AI-powered tools and a smarter customer portal—that promise to make future support even more intuitive.

If you’ve ever needed help with a tough technical issue, this behind-the-scenes look will give you a new appreciation for what truly excellent support looks like—and why it matters.

01:06 Meet Cris Franco: Director of Customer Experience
03:42 Yaskawa's Approach to Technical Support Challenges
06:44 Training and Certification of Support Staff
08:02 After Hour Emergency Success Stories
9:11 Technical Support Differentiators
11:09 Customer Feedback and Real-Time KPI
15:03 Solution Culture
17:10 Innovations in Technical Support
19:55 Future Enhancements and AI Integration
24:23 Triple-Crown Customer Excellence Winner

Have a topic you want us to cover? Email marcom@yaskawa.com and let us know!