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We know our customers trust us to accomplish some of the most important tasks required for their business to succeed. And whether it's payroll, hiring, or onboarding, we also realize that challenges come with the territory. That's why we've always made customer support a top priority.
Our customers often tell us how much they appreciate the support they receive, and now it seems others are starting to take notice as well. We're excited to share that The Stevie Awards has recognized Workstream with a Gold award for Customer Service Department of the Year as part of the 21st Annual International Business Awards®! The International Business Awards is also known as the "Olympics for the workplace," and includes 3,600+ companies from 62 countries. The event's held in Istanbul, Turkey, not far from the recent Paris Olympics games.
The Stevie Awards are one of the world's most coveted business honors, recognizing excellence in organizations across a wide range of industries. Winning the Gold Award in the Best Customer Service Department category is a testament to our dedication to going above and beyond for its customers.
Over the past two years, our customer base has grown rapidly. With this expansion came the challenge of maintaining high standards of customer service while managing an evolving product suite. Our customer support team rose to the challenge and achieved an impressive 96.4% Customer Satisfaction rate.
In addition, our team has maintained a remarkable 42-second median first response time, ensuring that customer queries are addressed almost immediately. With a median resolution time of just 22.83 hours, our support team has repeatedly proven its efficiency in resolving issues swiftly and effectively.
Meeting customers where they are
One of the key factors behind our award-winning customer service is our deep understanding of our customers' needs. Most of our users are managers responsible for staffing decisions, often while juggling other operational tasks. Recognizing that these customers are frequently on the move, we've designed our support system to be as accessible and convenient as possible.
Our support is available through a simple and intuitive chat panel that customers can access anywhere on the platform, whether they're using it on a desktop or a mobile device. The chat functionality is seamless, allowing customers to start a conversation on one device and continue it on another without losing the continuity of the interaction. This flexibility is crucial for busy managers who need quick, reliable support without being tied to a desk.
Most importantly, we don't leave customers in a frustrated back-and-forth with bots. Our system is designed to get customers to a support agent with just three clicks. This streamlined approach is designed to respect the customer's time, allowing them to get the help they need without unnecessary delays. Additionally, customers can switch between support channels—moving from email to chat, for example—without disruption, and they even have the option to schedule a callback at their convenience.
Going the extra mile
Our customer support team has implemented several other best practices designed to provide customers with clear, actionable solutions. These include offering to perform tasks on behalf of the customer (with their approval), sending personalized video walkthroughs, providing detailed screenshots with step-by-step directions, and sharing relevant help articles for future reference.
Recently, we also rebuilt the integration between its support platform and CRM, enabling real-time access to data on the most common customer issues. This improvement allows the product team to address issues more quickly, further enhancing the overall customer experience.
A bright future ahead
Winning this award is a significant achievement and reflects the dedication, innovation, and hard work of our customer support team, as well as our company as a whole. As we continue to grow and evolve, this recognition serves as a reminder of the importance of maintaining a customer-centric approach and will also be a motivator for us to set our sights even higher. To all incredible customers, thank you for making this award possible!
