The Stevie Awards Blog

Invest in Customer Service to Earn Client Loyalty

Posted by Maggie Gallagher on Tue, May 22, 2018 @ 03:18 PM

Riva CRM Integration earned top customer service scores, ranking with 98% client satisfaction across thousands of ZenDesk support tickets and retaining 95% of their clients in 2017!

This tangible success has earned them two Silver Stevie® Awards for Sales & Customer Service in the Department of the Year - Computer Software division and Frontline Customer Service Team of the Year categories. 

riva successRiva CRM Integration is based in Edmonton, Canada and services the international technology market. Launched in 2008, the company has found popularity with growing organizations to globally operating companies, including 50 Fortune 500 companies and 15 of the world’s largest banks.

Over the last few years, Riva has made investing in customer support development a major part of its ethos.  The goal is to offer multifaceted customer service to continually meet or exceed customer expectations.

“We strive for customer delight every day,” says Riva’s Tawny Mergel, Content Marketing Manager. “It’s one of our core values.” 

Recent customer service initiatives include:

  • Hiring additional staff and investing in more and better training resources and processes
  • Using technology, including Microsoft Office 365 groups and Microsoft Teams, to improve internal communications
  • Increasing access to internal test environments and demonstration accounts for nearly all supported systems
  • Sharing product release notes consistently
  • Releasing website enhancements frequently
  • Investing in advanced tools to improve troubleshooting and project management capabilities
  • Improving priority support and escalation through ZenDesk triggers and documented processes
  • Increasing support coverage hours (currently 22 hours per day globally, from Sunday through Friday)
  • Refining team management processes including annual reviews, monthly check-ins, clear communication, performance metrics

The company has also fostered a team-based environment to ensure every member is working together toward the same goal. Riva’s practices prove little things help glue a team together. For example, several members of Riva’s Customer Success Team helped form a hockey pool to introduce some friendly competition. “It’s a lot of fun and helps build camaraderie and team spirit among our members,” says Mergel.

Striving for “Customer Delight”

The result of Riva’s customer-first message is an unusually high level of loyalty among clients. This is evidence that making clients happy is not only the right thing to do, but a sound business decision.

“Winning a Stevie Award allows us the opportunity to show our customers that we are dedicated to their success and achieving our goal of customer delight,” says Mergel. “Our entire team takes great pride in this achievement.”

Used by more than 1,200 companies around the world, Riva’s platform connects dozens of customer relationship management systems to popular software applications like Microsoft Office 365 and Exchange, G Suite and Gmail, IBM Notes, GroupWise and Marketo. This enables advanced CRM data integration and provides a broad view of customer data.

“Technology is advancing at a very rapid pace,” Mergel says. “Customers and prospects live in an ‘always on’ world, where the Internet of Things, the Fourth Industrial Revolution, and artificial intelligence are no longer buzzwords, but reality.”

“Companies are applying these new technologies to better serve their customers,” she adds. “As these tools evolve, there’s more and more demand for solutions like Riva that are designed to quickly surface relevant information from multiple sources in order to deliver a smarter, faster, and more personalized customer experience and make the most of every customer interaction.”

Tags: customer service awards, customer service award, sales and customer service awards, sales leader, top customer service, business developement

German Stevie Awards prämieren besten Kundenservice

Posted by Catrin Beu on Fri, Jan 09, 2015 @ 03:27 PM

Ein moderner und kompetenter Kundenservice gilt längst als wichtiger Wettbewerbsfaktor, um eine hohe Kundezufriedenheit zu gewährleisten und die Kunden an ein Unternehmen oder eine Marke zu binden. Deshalb investieren immer mehr Unternehmen in die Qualität ihres Kundenservice. Doch was zeichnet einen kompetenten und modernen Kundenservice aus?
 
Kundenservice bedeutet, die Bedürfnisse des Kunden im Blick zu haben. Er deckt die ganze Bandbreite des Kundenkontakts ab: von der Produktauskunft, über das Callcenter für technischen Support bis hin zum Beschwerdemanagement, für den Fall, dass doch einmal etwas schief gegangen ist.

Erreichbarkeit: auf den Kunden zugeschnitten
Während Telefon und Email immer noch zu den meistgenutzten Kontaktkanälen zählen, nutzen immer mehr Kunden die Social Media Angebote der Unternehmen, um Fragen zu stellen oder um Beschwerden zu äußern. Unternehmen tun daher gut daran, die verschiedenen Kanäle ihres Kundenservice miteinander zu verzahnen, um einen optimalen Bearbeitungsprozess von Kundenanfragen zu gewährleisten.
Neben dialogorientierten Kanälen nimmt auch die Relevanz von sogenannten Self-Service-Angeboten wie Foren, interaktiven FAQ und Unternehmenswikis weiter zu. Diese 24/7-Kanäle ermöglichen es den Nutzern, sich orts- und zeitunabhängig beispielsweise über Produkte und Serviceleistungen zu informieren.

Qualitätsmerkmal: Verlässlichkeit
Ob auf dem Shopfloor, in der Kunden-Hotline oder während der Beratung über die Online-Chatfunktion, Kunden legen großen Wert auf die Richtigkeit der erteilten Auskünfte, auf die Freundlichkeit der Berater sowie auf deren Fähigkeit schnell und lösungsorientiert zu handeln.
Auf Grund der umfassenden Möglichkeiten im Internet haben sich viele Kunden bereits informiert, bevor sie den Kontakt zum Unternehmen suchen. Meist suchen sie Auskunft oder Unterstützung in ganz konkreten Anliegen. Die Kundenberater müssen daher sehr gut informiert und geschult sein, um den Kunden weiterhelfen zu können. Hier spielt auch das unternehmensinterne Wissensmanagement eine wichtige Rolle. Kann ein Servicemitarbeiter einem Kunden nicht direkt weiterhelfen, muss er genau wissen, wo er die entsprechenden Informationen erhält oder wer weiterhelfen kann.

Stevie Awards: Auszeichnung für herausragenden Kundenservice
Die German Stevie Awards prämieren herausragende Leistungen im Bereich Kundenservice. Bis zum 11. Februar 2015 können sich Unternehmen um den Titel „Kundenservice des Jahres“ für Abteilungen und Teams sowie einzelne Manager bewerben.
Von der Strategieentwicklung eines neuen Kundenservicekonzepts, der Verknüpfung eines Produktes mit einer neuen Kundendienstleistung, über die Einführung oder Optimierung neuer Kommunikationskanäle oder Kommunikationsmethoden im Kundendialog, bis hin zu einer schnellen und eleganten Lösung eines Kundenproblems: Verfassen Sie zu Ihrer erbrachten Leistung eine Beschreibung von bis zu 525 Wörter. Am besten dokumentieren Sie Ihre Einsendung mit weiterführenden Informationen, die Sie als Dateien mit Ihrer Beschreibung bei der Online-Bewerbung mit hochladen. Ihre Teilnahmeunterlagen für die German Stevie Awards erhalten Sie hier. Kurzentschlossene können noch bis zum 13. Januar auch an den Stevie Awards for Sales & Customer Service teilnehmen. Mehr über die Teilnahme erfahren Sie auf unserem Blog oder auf der Homepage

 

Tags: customer service award, The German Stevie Awards, Kundenservice-Awards

Watch Video of the 2012 Stevie Awards for Sales & Customer Service

Posted by Liz Dean on Mon, Mar 19, 2012 @ 10:11 AM

The Stevie® Awards is pleased to announce that videos clips of the 6th annual Stevie Awards for Sales & Customer Service, the world’s leading sales awards, customer service awards, and contact center awards program are now available to view on YouTube.

Watch the 2012 Stevie Awards for Sales & Customer Service awards presentations here.

Stevie Awards 150 resized 600More than 350 professionals attended the business awards banquet which took place on Monday, February 27th at Caesars Palace in Las Vegas, Nevada. Our 2012 sales award & customer service award video clips showcase business award acceptance speeches made by individuals and organizations from around the world, including:

Rob Jeppsen of Zions Bank, Winner of the Gold Stevie Award for Sales Director of the Year
Rob's speech started the night off by recognizing the team effort behind all individual awards.

MarketBridge, Winner of the Gold Stevie Award for Sales Training or Coaching Program of the Year
MarketBridge's enthusiastic team accepts the Gold Stevie Award and expresses their gratitude for their strong partnerships.

Joey Romaine of Groupon, Winner of the Gold Stevie Award for Young Customer Service Professional of the Year
Honored for his efforts as a young professional, Joey Romaine keeps the awards show lively and the audience entertained.

Vodafone Turkey, Winner of the Gold Stevie Award for Sales Department of the Year, Telecommunications
Traveling from Istanbul, Turkey, Vodafone Turkey's humble speech brought to light the importance business awards have globally.

International Checkout Inc., Winner of the Gold Stevie Award for Telesales Team of the Year
Jackson Strobel, VP of Sales & Operations at International Checkout, and his "lean machine" sales team show the audience that size doesn't matter.

The 6th annual corporate awards banquet was the first to showcase our three levels of distinction: gold, silver and bronze as part of our 10th anniversary celebration. Previously, only overall category winners have received Gold Stevie Awards.

Want more sales and customer service awards celebration? Watch all acceptance speeches, listen to the live recording and view photos from the event.

Tags: customer service awards, business awards, corporate awards, stevie awards, business award, Stevie Awards for Sales & Customer Service, sales awards, contact center awards, sales award, customer service award, YouTube

Sales & Customer Service Awards Deadline Extended Through January 7

Posted by Michael Gallagher on Mon, Jan 03, 2011 @ 11:01 AM

Enter the 2011 Stevie Awards for Sales & Customer Service, the world’s premier awards, with more than 90 categories recognizing call center, customer service, and sales excellence.  To enter,

1.    Review the online entry kit
2.    Choose your categories and write your nominations
3.    Submit your nominations

Questions?  Contact us at info@stevieawards.com.

Finalists will be notified and announced next week, and this year's Stevie Award winners will be announced at a banquet in Miami Beach, Florida on Monday, February 21.  (Attendance is not required to win.)

Tags: sales excellence, customer service awards, sales awards, customer service excellence, sales award, customer service award, award sales

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