Catchpoint Wins 2020 Silver Stevie® Award for Customer Service Three Years in a Row
Demonstrates Continued Excellence in Customer Satisfaction, Service and Support
(New York, USA) – March 4, 2020 – Catchpoint™, the global leader in Digital Experience Monitoring (DEM), received a Silver Stevie® Award in the 14th annual Stevie Awards for Sales & Customer Service. As the world’s premier business awards, the Stevie Awards recognize the achievements and contributions of organizations and professionals across the globe. This is the third consecutive year that Catchpoint has been recognized in the Customer Service Department of the Year category.
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 eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.
Building on its award-winning performance from last year, Catchpoint’s support team focused on education and process efficiency. The investments made in these areas have generated improved support metrics across the board and raised the bar even higher for what it means to deliver great customer service. Despite seeing an 18% increase in support ticket volume, Catchpoint’s team was able to lower their industry-leading reply times to under 15 minutes when the industry standard is 15 hours. They also improved their customer satisfaction rate to 99.23%.
Catchpoint experienced much of the improved process efficiency from increasing access to the support process both inside and outside of the company. Giving groups like Sales, Customer Service, and Marketing access to the support ticket system enabled better collaboration and quicker resolution of tickets. Additionally, customers experienced improved and more convenient access than ever with expanded use of an online chat portal.
These improvements in efficiency also allowed Catchpoint to invest in a reconfiguration and expansion of the company’s customer education efforts, which is a key part of its overall customer experience.
“Education is key to our customer service efforts. First and foremost, is the education of our customer service representatives. Through innovative programs such as the Learn and Earn program we incentivize our customer service team to develop their product and industry knowledge to better support our customers,” says Arnold Sanchez, Chief Customer Officer at Catchpoint. “We also use education to deliver additional value to our customers. For example, a Learning & Development department was created with the purpose of developing our customer-facing education content and resources. This new department together with our deep set of industry resources and knowledge base articles, ensures customers have the information that they need.”
“Stevie Award winners from around the world should be very proud of their achievements. The judges were impressed with the vast range of nominations submitted for 2020 and have agreed that their accomplishments are worthy of public recognition,” said Stevie Awards executive chairman, 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, the global leader in Digital Experience Monitoring (DEM), empowers business and IT leaders to protect and advance the experience of their customers and employees. In a digital economy, enabled by cloud, SaaS and IoT, applications and users are everywhere. Catchpoint offers the largest and most geographically distributed monitoring network in the industry – it’s the only DEM platform that can scale and support today’s customer and employee location diversity and application distribution. It helps enterprises proactively detect, identify and validate user and application reachability, availability, performance and reliability, across an increasingly complex digital delivery chain. Industry leaders like Google, L'Oréal, Verizon, Oracle, LinkedIn, Honeywell, and Priceline trust Catchpoint’s out-of-the box monitoring platform, to proactively detect, repair, and optimize customer and employee experiences. Learn more at www.catchpoint.com
About The Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East 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 http://www.StevieAwards.com.
Sponsors of the 14th annual Stevie Awards for Sales & Customer Service include HCL Technologies, Sales Partnerships, Inc., and ValueSelling Associates, Inc.