Think back to a recent customer service experience you’ve had. Was it memorable because you received quality help that solved an issue or because it left you feeling more frustrated than before? How loyal did you feel to the organization after your experience?
A recent PwC report that surveyed 15,000 consumers found that 92% of customers will fully abandon an organization if they experience two or more negative interactions. But for those who had positive interactions with customer support, 72% will go on to share how their experience went with six or more people.
It’s clear that great interactions can directly impact how loyal consumers will remain to a business. And customer support teams play a powerful role in making this possible. This is what the Stevie® Awards for Sales & Customer Service are all about — recognizing the achievements of customer service professionals at organizations around the world.
This year, FormAssembly is proud to be recognized for our commitment to excellent customer service by being named a finalist in the 17th annual Stevie Awards for Customer Service Department of the Year. We’re also thrilled to win Silver in the Stevie Awards this year!
How the Stevie Awards Winners Are Chosen
The Stevie Awards are comprised of eight annual award competitions that span multiple industries, categories, and regions. Each competition scores organizations on a scale of 1-10. The Stevie Awards include a Gold, Silver, and Bronze award based on each finalist’s average score. Top scoring finalists receive a Gold Stevie trophy, those with at least an 8.0 receive a Silver trophy, and all other finalists receive Bronze.
Submitting entries to the Stevie Awards for Sales & Customer Service is how organizations can show the value their employees bring to their business success. By winning a Stevie Award, organizations can claim one of the most prestigious and coveted recognitions of their employees’ accomplishments and achievements.
About FormAssembly’s Customer Success Team
At FormAssembly, each member of our Customer Success team embodies the following qualities of determination, curiosity, empathy, and excellence in communication.
With a continued focus on providing amazing experiences for customers, our CS team continues to evolve and grow. In the past year, the team created the Technical Support Services and Customer Success departments as well as the new Knowledge and Training team. Expanding this structure allowed the implementation of key program tasks and goals.
Over the years, our Customer Success team has remained grounded in their dedication to supporting our customers — and it shows! Since 2020, the team has maintained a 96%+ CSAT across all CS departments. The industry benchmark for software organizations averaged 77% in 2021.
The CSAT, or Customer Satisfaction Score, is a metric our team uses to determine how happy our customers are with our support services. These scores provide us with the insight we need to know how our customers are feeling, where we can improve, and how well we are creating positive experiences for them.
What the Stevie Awards Mean for Our Customers
“Customer service means providing your customers with everything they need to succeed. I want our customers to feel like they have all the resources and support necessary to meet their goals.” – Kayla Condello, Knowledge & Training Manager
Our CS team continues to work diligently to improve the experiences of each of our unique customers and our product too. No matter the situation or challenge, our customers can count on our support team to empower them to better use our tools and services. Ultimately, with our team always at the ready, our customers can feel confident that they will receive all the support they need to achieve their goals.