We’ve shared in previous blogs how Lightspeed Customer Support works, from the team and structure behind it to the results dealers experience. Now, we’re stepping back and letting dealers speak for themselves.
The feedback below comes directly from post-support surveys: real, unprompted responses submitted after cases were closed. No incentives or coaching, just dealers sharing what their support experience was really like.
Long-Term Dealer Feedback on Support Improvements
Some of the most meaningful feedback doesn’t come from first-time interactions. It comes from dealers who’ve been around long enough to remember what things used to look like.
“I have been dealing with Lightspeed for 25 years. They have come a long way — so much better.”
Twenty-five years is a long relationship. Long enough to have seen the rough patches. Long enough to know the difference between a team that’s genuinely changed and one that’s just gotten better at saying the right things. That dealer has seen both versions of Lightspeed support, and they’re not confusing them.
“Lightspeed help has greatly improved over the years. The changes are noticeable.”
“This was by far my best interaction with support in my over 10 years of using Lightspeed.”
On the People Who Picked Up
Dealers notice individuals on the team. Not just whether the problem got solved, but how they were treated while it was being solved. These responses called out people by name which, in support, is about as strong a signal as you can get.
“The agent I eventually reached, Ken, was maybe the most useful, friendly support agent I have ever been in contact with. Fantastic representative. Cameron was also great.”
“Conner was very thoughtful. He called me back to work through the issue after he realized it was a fixable problem.”
“Radley was AMAZING! 20/10 stars!”
“Alison was fantastic to work with. She was able to recognize our issue and resolve it in a timely and caring manner.”
There’s something worth pointing out in the Conner response. He didn’t just close the case and move on. He went back to it, on his own, because he realized it could be fixed. Then he called the dealer back. That’s not a system requirement. That’s just how he operates.
On Being Heard
A few responses stood out for what they said about the experience of being on the other end of the line, not just the resolution, but how it felt to be helped.
“The support agent was amazing and very patient with this technically challenged individual. Thank you.”
“Very friendly and knowledgeable.”
“Very professional and charismatic.”
“#1 — you guys and gals are the best.”
That first one lands a little differently if you’ve ever called a software company and felt like a burden for not already knowing the answer. Patience isn’t a given. It’s a choice agents make, call after call, with people who are frustrated or confused or just having a hard day at the dealership. The fact that a dealer felt the need to specifically mention it says something about how rare it still is in the industry and how consistently Lightspeed’s team delivers it.
On Getting It Done
At the end of the day, support lives or dies on whether problems actually get solved. These responses are about exactly that.
“GREAT job getting the issue resolved in the most timely manner.”
“Best service I’ve ever had.”
A Pattern, Not a Highlight Reel
It would be easy to read a post like this as a greatest-hits compilation. We’ve all seen it before…the best responses from a sea of mixed feedback, curated to look better than reality.
That’s not what this is.
Tex Orozco, VP of Customer Support here at Lightspeed, describes the survey responses as “an absolute goldmine of feedback.” Not because every interaction is perfect; they’re not, and the team tracks the negative responses just as carefully as the positive ones. But because the volume of genuine, unsolicited appreciation that comes back from dealers is high enough that the hard part wasn’t finding good things to say—it was narrowing them down.
We aren’t sharing these just to pat ourselves on the back. We share them because they represent something real that we’ve worked hard for—a relationship with dealers that has been rebuilt, interaction by interaction, over several years of deliberate work.
Twenty-five years, ten years, the first call, it doesn’t matter how long you’ve been a Lightspeed dealer. This is the team on the other end of the line. We’ve got your back.
Questions about how to get the most out of your Lightspeed support experience? Contact Support— the right person is ready to help.
Have you had a great experience with the Lightspeed support team or Lightspeed in general? Maybe you have a story you’d like to share. Tell us about it — and tell others. Leave a review and help other dealers know what to expect.
Lightspeed
Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (“OEMs”), serving the Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Car industries. Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rental, accounting, and CRM. When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. For more than 40 years, Lightspeed has been empowering 4,500+ dealers across North America with the tools and technology they need to manage their dealerships. For more information, visit www.lightspeeddms.com.
