Woah, really impressive that he was able to guess the company. That seems super crazy to me. I guess I'd better check out SmugMug if it's that above and beyond!
I immediately guessed Smugmug as well. I've been a customer for ~4 years now, and the few times I've needed their help, it's been nothing short of phenomenal. Support tickets answered in minutes by people clearly knowledgeable (if not experts) on the platform. Smugmug is a wonderful service, and would be fully worth the price even without such high levels of CS, so I wonder what motivates them to excel in that area?
What motivates us to excel in that area? If I had to take a stab at it, I'd say there are two main reasons...
First, we view our support and our product as two sides of the same coin. We are immensely proud of what we've accomplished at SmugMug, and it simply would not enter the thoughts of the caliber of people who work here to have an awesome product and mediocre support.
Second, and more to the point, photos and photography are intensely personal pursuits and businesses warranting equally personal service. Whether we are protecting customers' memories and art or enabling them to live the dream as a pro photographer, they need to know they can rely on us no matter what when things hit the fan (as they unfortunately do on occasion).
That trust is a non-negotiable part of our relationship with our customers, and our Heroes are amazing at earning it through every ticket they help with, large or small.