(New York, USA) – April 14, 2021 – Catchpoint™, the leader in Digital Experience Monitoring (DEM), was presented with a silver Stevie® Award in the 15th 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 fourth consecutive year that Catchpoint has won 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®.
Winners were recognized during a virtual awards ceremony on April 14.
Building on its award-winning performance from last year, Catchpoint’s support team focused on transparency and encouraging feedback from internal and external contributors. “We believe that all voices have value, and this input is part of our “One Customer One Result” manifest,” says Arnold Sanchez, Chief Customer Officer.
Catchpoint experienced improved organizational relationships by partnering with other departments and preempting support issues by augmenting user intelligence data and daily human interaction. Increasing bonds with other departments helped to reach new levels of learning with increased focus on building stronger relationships with engineering and other departments to expand the knowledge and capabilities around upcoming releases and launches of new commercial offerings such as Webpagetest.org and Endpoint monitoring. Additionally, by increasing bonds with customers through pop-up surveys helped to assess customers were receiving the right information and service.
Through these efforts, Catchpoint has grown from internal dashboards to a data ecosystem. For example, the KPI is broadly consumed with an open-source community philosophy with new feedback loops extending the reachability of the support team and allowed the team to go beyond customer needs and expectations.
“Partnership and communications are key to our customer service efforts. Through improvements to our services and products, our customer success operations team has created actionable datasets to guide decisions in scaling our customer service,” says Arnold Sanchez, Chief Customer Officer at Catchpoint. “We have also enacted proactive outreach programs to engage and assist clients that will provide a better experience for our customers.”
“At Arc XP, we’ve partnered with the best technology in the industry and that includes Catchpoint. Our partnership gives our customers access to additional tools to monitor and improve their overall user experience,” said Scot Gillespie, CTO and GM of Arc XP. “Because Catchpoint simplifies the most complex performance, availability, and monitoring metrics and diagnostics, we’re in turn able to focus our time where it matters for our business and our customers.”
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 & North Africa 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.