IBM Watson Explorer Customer Service and Technical Support

Devops Engineer at a comms service provider with 1,001-5,000 employees
I actually can't talk about it enough. My representative that I work with, Mauricio Albuquerque, he's been amazing. Any issue I have, anything I have a question about or something I'm looking for: no more than, typically, two days. Actually, he's usually responsive that day, if not the next. It's pretty rare that I have to wait four or five days before he can find something. I first met with the Bluemix team to develop what we're using, and they got us connected with the Garage Services, and I haven't had to work too much with the Bluemix team because they just do the middleman segment. But Garage Services, Sonia Cyrus, she's been amazing. Dave Bellagio has just been way over the top, and Mark Scott. The entire team, they've just been awesome. I have to say, this is all on a PoC, and it was on some credit that we had. The credit has long expired, and they're still continuing to give me support because they have such vision. They share my vision with what this can do and how it can really change our industry, or at least within our company. They are excited about the project itself, and being able to participate in it. They are all just constantly: "Whatever you need, whatever you need. We don't care what the contract says, just whatever you need. We want to see you succeed, and we want to be part of that success. And we want to see this thing take off," just because they like it so much. I really can't talk enough about the team. View full review »
Manager at a financial services firm with 1,001-5,000 employees
IBM technical support, I've worked with them multiple times. I would say there's a lot of improvement that could happen. Compared to any other organization, the speed is an issue. By the time your escalation goes up - it needs a lot of escalation. If you need to go up to the technical account manager, all the way up, it takes hours. People are looking to get the result in minutes. Nowadays, if you're really looking at hours or days, it's a little bit old-fashioned. View full review »
President at a tech services company with 11-50 employees
Getting to know who the appropriate teams are is actually a challenge. It's a challenge with IBM on anything, and we're newer to this space than in other places where we've worked with IBM in the past. One of the goals for us at this Think 2018 conference, is to sit down with some people and then be able to get to know the teams a little better. View full review »
Shannon Orourke
Head of Commercialization at Woodside Energy
I've not had to use technical support. View full review »
Alexandre Martins
Architect at a tech services company with 1,001-5,000 employees
IBM has been working with Bradesco since 1968, I think. The support is very good. IBM has a team within Bradesco in Sao Paolo. The team has 10 IBM employees, working every day, 24 hours. It's very interesting. It's very good. View full review »
Sales Engineer at a tech vendor with 501-1,000 employees
I have not had to use tech support. View full review »
Roger Itai
Product Manager at a tech services company with 201-500 employees
We have not used IBM technical support yet. View full review »
Technical Director at a tech vendor with 51-200 employees
We use technical support when we have problems. They help us. A few of them, we need to elaborate for them, but it's fine. View full review »
Yutaka Sugano
Architect at Rakuten
We aren't using technical support. Sometimes we use troubleshooting. They are helpful. View full review »

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