March 13, 2019 09:00 AM Eastern Daylight Time
NEW YORK--(BUSINESS WIRE)--Catchpoint™, the Digital Experience Monitoring (DEM) leader, received a silver Stevie® Award for the second consecutive year in the Customer Service Department of the Year category (computer software, 100 or more employees) in the 13th 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 organization stages seven of the world’s leading business awards programs, including the prestigious American Business Awards® and International Business Awards®.
More than 2,700 nominations from organizations in 45 nations 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.
Over this year’s eligibility period, Catchpoint’s support team built on its award-winning performance from last year by focusing on efficiency and transparency, deepening the connection between support and customer success, and making access to support offerings as frictionless as possible for customers.
One example of Catchpoint’s expanded support focus is the newly introduced Support Compass – a new in-app help feature where customers can easily open tickets, launch chats, search Catchpoint’s knowledge base and receive product updates.
“Support Compass was a big leap forward, but we knew it would lead to increased chat and ticket volume. Without careful planning, this increased volume could have extended wait times, contradicting our laser focus on the customer experience and belief that every experience matters,” says Arnold Sanchez, Chief Customer Officer at Catchpoint. “Through careful planning, we effectively managed this volume increase. In the roll-out quarter, ticket volume was up 8.05 percent year-over-year, but we still maintained an average pickup time of 9.19 minutes and – most importantly – retained a customer satisfaction rating of 100 percent.”
“Catchpoint provides great production support or product support 24/7, and they also have a live chat on the portal where we can ask questions and we can get answers almost in real time. We think of Catchpoint Support as an extension to our operations,” says Alpesh Shah, Director of Application Development at AppNexus. “After working with our Customer Success Manager on a weekly basis, we have identified a lot of opportunities for improving our product.”
“All of the Stevie Award winners should be very proud of their achievements. Independent professionals around the world have agreed that their accomplishments are worthy of public recognition,” said Stevie Awards President and founder, Michael Gallagher.
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/sales.
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 12,000 entries each year from organizations in more than 70 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.
Sponsors of the 13th annual Stevie Awards for Sales & Customer Service include Sales Partnerships and ValueSelling Associates.