Rancher Labs
Congratulations to the open-source multi-cluster orchestration platform Rancher Labs, who ranked 3rd in Customer Loyalty.
Average Icon Average NPS score 77
Rating Icon Number of ratings 263

Rancher Labs Story

Please briefly
introduce your company

Rancher Labs delivers open-source software that lets companies deploy and manage Kubernetes (K8s) containers at scale, on any infrastructure — across the datacenter, cloud, branch offices, and the network edge. Rancher was created fully open source and free because its founders felt that it was the best way to achieve adoption and plant seeds in organizations that would need this technology.

For customers working with K8s, Rancher offers consultancy and support designed to help them extract genuine commercial value from their K8s estate. Having more than doubled its revenues (and team) in 2019, Rancher now has over 27,000 active users and more than 100 million downloads. Its flagship product, Rancher, is the industry’s most widely adopted K8s management platform.

What role does customer support have in your company?

Delivering the best possible customer support sits at the heart of everything we do. The adoption of K8s is accelerating digital transformation in the enterprise but is complex, and many enterprises struggle to integrate it with existing systems and processes. Rancher eases the learning curve and drives adoption of K8s by ITOps/DevOps teams.

Most importantly, it’s about offering our customer the right kind of support, that helps them extract genuine commercial value from their container deployments. This is the reason for our growing success.

What does customer happiness mean to you?

Happiness is a shared journey. Customer happiness is no different.

We travel on this journey, every day, with empathy, curiosity and to the best of our abilities. Not just with our customers but with our own colleagues and within our community. We aim to expand the horizon on what ‘best’ means every day; supporting our customers and helping them to achieve their desired outcomes.

What would you advise other companies to do to achieve the same success as you did?

There is nothing we can say as advise that hasn’t been said before. What’s been working for us so far is having a team culture based on the core values of empathy, curiosity, and intellectual honesty.

How did Nicereply help you?

Nicereply has been very helpful to us in being able to effectively measure valuable customer feedback. It was super simple to get started with Nicereply and has continued to be a pleasure ever since.

Nicereply has allowed us to capture and measure our customer feedback at every step; against every response we provide, and upon completely solving a problem. Importantly, it has allowed us to take necessary actions across the board which promote a rewarding shared journey and real customer happiness.

What was the biggest challenge you had to face this year?

It has been a phenomenal year of growth for us at Rancher Labs and the appetite for Kubernetes is accelerating.

Providing deep technical support on how to effectively manage Kubernetes is a challenge in itself. Whilst we’ve helped to make this complex technology easier to adopt, doing that at a global scale, in a super responsive and reliable way, and in a relatively short time periods, is certainly keeping us busy. That said, it still feels like our journey of a thousand miles has only just begun — exciting times ahead.

Why is it important to measure customer feedback?

Our customers are not merely whom we provide solutions to. As we solve problems, they become our advisors, too. Discovering we are resolving issues in the best possible way, or finding out where there are areas for improvement, is very important for us.

We can only acquire this knowledge, and the growth mindset it creates, by having an active feedback loop that is measurable and actionable.

Customer thoughts

So far so good. Keep up the great work!

You guys are awesome!

Nothing to improve, great support as always.

The in-depth response to questions is very helpful. Keep that up, please.

Great support, timely response.

Most frequent words


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