New York, NY – (March 23, 2018) Catchpoint™, the Digital Experience Monitoring (DEM) expert, received a silver Stevie® Award in the Customer Service Department of the Year category at the 12th annual Stevie Awards for Sales & Customer Service.
The Stevie Awards for Sales & 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 AwardsSM 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’s customer support volume exploded during the award eligibility period, consistent with its business growth. Support tickets increased more than 50 percent and live chat grew more than 90 percent, accounting for over half of all support interactions. Catchpoint improved its initial ticket pickup timing and first reply metrics from 19 and 27 minutes to 8 and 15 minutes, respectively, even with these skyrocketing numbers.
Catchpoint also supported its growing user base by investing in self-service. Website help center page views increased from 20,000 in Q1 to 37,000 in Q4 2016 as a result of this initiative. The company also doubled its educational webinar output. Catchpoint’s support team was able to maintain a near-perfect customer satisfaction score of 99 percent, even with this growth and influx of new programs.
“Since implementing Catchpoint as our primary external monitoring solution, the Catchpoint services team has been a big part of our ability to detect and fix issues faster,” says Vamshi Dudi, Manager Web Operations Administrator at Norwegian Cruise Line. “Their level of expertise, responsiveness, and willingness to go the extra mile has made them a trusted partner and a key part of our success in improving the customer experience across our digital properties around the world.”
“Catchpoint’s primary goal as a business is to ensure our clients’ websites and applications are always fast and available. Our users expect our customer service department to uphold these same ideals,” says Mehdi Daoudi, CEO Catchpoint. “This Stevie Award validates the extensive work our team put into optimizing the speed of our support interactions. We are honored and congratulate our fellow organizations receiving this designation.”
Catchpoint is revolutionizing end-user experience monitoring to help companies deliver amazing digital experiences. Our platform provides complete visibility into your users’ experiences from anywhere – and real-time intelligence into your applications and services to detect and fix issues faster. We are proud to partner with digital innovators like Google, L'Oréal, Verizon, Oracle, LinkedIn, Honeywell, Priceline, and Qualtrics, who trust Catchpoint to improve their brand experience and drive their business success. See how Catchpoint can reduce your Mean Time to Detect at www.catchpoint.com/freetrial.
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.
The Medialink Group for Catchpoint:
- Kristina LeBlanc, 508-930-5636 email@example.com
- Frank Cioffi, 415-893-1570 firstname.lastname@example.org