OmniUpdate has always focused on providing best-in-class customer service, from response times to the quality of service provided. We always strive to go above and beyond our customers' high expectations when providing support.
To accomplish this, we continually train our Support staff and provide them with the best tools to respond to our customers. One of these tools is Zendesk, the number one customer support ticketing system available. With this tool, we are able to respond quicker, track customer satisfaction, and help forecast where we need to improve both our services and our products.
For all of 2012, we averaged solving 49% of our support tickets in less than 8 hours, and we had a very high 98% customer satisfaction rating from survey respondents.
At the beginning of 2013, we challenged our Support team to step it up and make those customer experiences even more extraordinary by solving tickets faster, while keeping the quality just as high with no loss in customer satisfaction. We set a goal to solve 50% of all support tickets in less than 4 hours and reduce by 50% the number of difficult tickets that take more than 3 days to solve to less than 15% (these difficult tickets had been 30% in 2012).
The Support team blew away the goals. They ended 2013 with an average of 49% of all support tickets solved in less than 2 hours, 58% solved in less than 4 hours, and a satisfaction rating of 99%, all while growing our customer base — the number of tickets went up by 10% over 2012. The team also reduced the number of tickets that take more than 3 days to complete to less than 13%. And in 2013, our Support training team provided more than 800 hours of product training to our customers, including on-site and remote training classes.
Because of this dedication to our customers and commitment to quality of service, a media organization felt that we had a great story to tell and encouraged us to share it with the Stevie® Awards.
The Stevie Awards for Sales & Customer Service are the world's top sales awards, contact
center awards, and customer service awards. More than 1,500 nominations from organizations
of all sizes and in virtually every industry were evaluated in this year's competition.
Well, the results are in. We were notified in January that we became a finalist in our category among 16 other finalists for Customer Service Department of the Year — Software Company, up to 100 Employees.
This past Friday, the final results were announced and presented at an awards ceremony in Las Vegas. I represented our team at the awards ceremony, where they were awarded a Silver Stevie® Award for Customer Service Department of the Year!
I am so proud of our team. They always strive to go above and beyond, so this award is a truly satisfying recognition for all their hard work. We set high standards for ourselves when it comes to customer response time, then we set the bar even higher. We will continue in this tradition for 2014 and beyond to provide an exceptional customer experience to our growing community of web content management system users.
Please join me in congratulating our team for this recognition of their dedication to excellence in customer service and watch our recap video below!