SmartBear Honored With Stevie Award for Customer Support Mastery

Posted by Amanda Del Signore on Mon, Aug 28, 2023 @ 11:02 AM
Amanda Del Signore

22 spotlight Square-10Stevie-winner SmartBear provides a portfolio of trusted tools that give software development teams around the world visibility into end-to-end quality through test management and automation, API development lifecycle, and application stability, ensuring each software release is better than the last. Award-winning tools include SwaggerHub, TestComplete, BugSnag, ReadyAPI, Zephyr, and PactFlow, among others.

The company’s mission is to be the first choice for software development teams of all sizes, giving them the tools to immediately impact the delivery of tomorrow’s applications. The tools they develop are built to streamline clients’ processes while seamlessly working with the products they currently use and will continue to use. 

In the 2023 Stevie® Awards for Sales & Customer Service, the SmartBear Test Management Team, led by Jeannie Kobert, Director of Customer Care Engineering at SmartBear, won a Bronze Stevie Award for Customer Service Complaints Team of the Year - Technology Industries. 

Integrating Open Source and Openness Altogether
SmartBear’s philosophy is not only to embrace open source, but openness altogether, which includes diversity, equity, and inclusion. With these principles as their foundation, they ensure that their tools are easy to try, easy to buy, and easy to integrate. 

The SmartBear Test Management team, consisting of the Zephyr Enterprise and Zephyr Squad product lines, provides 24/5 technical support to a global set of customers located in AMER, EMEA, and APAC. The team supports both SaaS and On-Premises (server and data center) solutions and provides expertise for all aspects of product usage and configuration, as well as resolving the most difficult technical issues. 

The Test Management team also includes Zephyr Scale products, SaaS, and On-Premises (server and data center) solutions and provides  similar technical services as Zephyr Enterprise and Zephyr Squad.

The Test Management team has consistently received high Customer Satisfaction (CSAT) scores and tracked at a high level against their published service level agreements (SLAs), keeping their customers happy. In fact, the team has been able to retain an elevated level of customer service consistently when it was particularly challenging during the pandemic and great resignation in 2020 and beyond. This is due to the team’s commitment to customer service by increasing man hours, utilizing development resources, and taking advantage of an innovative cross-training plan the team adopted last year.

Leading by Example
By committing to ethical corporate practices that promote good, SmartBear has pledged to continue building quality businesses in their global communities through integrity.

They are committed to taking the journey toward becoming a leader in corporate social responsibility as they grow. To that end, they have a group of senior leaders who meet regularly as a working group to focus on the areas of Community, Sustainability, Governance, and Diversity.

SmartBear is trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations—including innovators like Adobe, JetBlue, FedEx, and Microsoft.

The SmartBear Test Management Team won a Bronze Stevie Award for Customer Service Complaints Team of the Year - Technology Industries in the 2023 Stevie Awards for Sales & Customer Service.

Interested in entering the 2024 Stevie Awards for Sales & Customer Service? 

Request the Entry Kit

Topics: Steve Awards for Sales and Customer Service