The Stevie Awards for Sales and Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. The Stevie Awards organizes seven of the world’s leading business awards programs, also including the prestigious American Business Awards and International Business Awards®. More than 2,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 150 professionals worldwide in seven specialized judging committees.
Catchpoint is extremely proud to receive this award. As an organization, our goal is to ensure our clients’ websites and web applications are fast and available throughout the day. Catchpoint’s support team plays a pivotal role in helping clients achieve these goals, and implemented several programs and initiatives in 2017 to improve our offering. These initiatives include 24/7 support, chat support, vastly increased capacity, and a continued focus on customer satisfaction in a rapidly changing support environment. In the midst of all these changes and developments, Catchpoint Support continues to maintain a near-perfect customer satisfaction score of 99 percent.
As ticket submissions have grown by over 50 percent – including live chat growing over 90 percent – Catchpoint has managed to improve pickup and first reply time by over 40 percent. This is apparent in the feedback from users as well; client surveys regularly mention the speed and responsiveness of our support team.
Catchpoint continues to invest in service. We internally promoted a knowledge development manager to oversee user help programs. Also in 2017 we introduced a new monthly product knowledge newsletter designed to inform users of new features, interesting use cases, and upcoming webinar-based training opportunities, and we also doubled the output of educational webinars. Subject matter experts now present on product releases or usage/best practices for existing features roughly every three weeks, with the ultimate goal of empowering our users to get even more value out of the Catchpoint platform.
Some comments from the Stevie Award judges regarding Catchpoint:
- Catchpoint has clearly addressed and met some of the challenges they have identified for this category. What is as impressive as their customer sat scores is their ability to shift in the changing times and meet the new needs of customers. Excellent empirical support for their narrative.
- A near-perfect customer satisfaction score of 99%!
- Well thought out application supported with good company information.
- A very good submission. Great testimonials. Great initiatives and improvements. Keep looking for innovative ways to engage customers (chat is great).
- Outstanding write up. Metrics tell all and the review includes relevant topics with the metrics to prove the result.
About the Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com