Wilmington, DE (PRWEB) February 02, 2013
GetResponse, the leading email marketing provider, was named a finalist in four (4) customer service categories today in the seventh annual Stevie® Awards for Sales and Customer Service, and ultimately will be a Gold, Silver, or Bronze Stevie Award winner in the competition.
Finalists were chosen among 1,100 entries, with preliminary scoring provided by 120 judges. More than 100 members from specialized judging committees determine Stevie Award placements during final judging, to take place January 28 - February 8.
In addition, the company qualified to enter the People’s Choice Stevie Awards for Favorite Customer Service, which enables customers and fans to cast their vote for GetResponse between January 24 and February 8.
The final results for all categories will be announced during a gala banquet on Monday, February 25 at the Paris Hotel in Las Vegas, Nevada.
“We were recognized both for our technology and for the human relations skills of our Customer Success Team,” said GetResponse founder and CEO Simon Grabowski. “Our policy has always been to hire the best people in our field then provide the tools and support they need.”
TECHNOLOGY INNOVATIONS LEAD TO WINS IN 2 CATEGORIES
GetResponse reached the finals in “Customer Service Department of the Year for Computer Services” and “Best Use of Technology in Customer Service.”
In response to customer questions, team members can create brief video replies — featuring screen-capture images, screencasts, and voiceover — to enable the customer to save the lesson and share it with other local users. If the customer needs extra guidance, reps can meet with them face-to-face online, using interactive tools such as screen-sharing to enable the customer to visualize the solution.
TEAM PERFORMANCE PLACES GETRESPONSE AHEAD OF THE COMPETITION
GetResponse reached the finals in “Innovations in Customer Success Team.” This reflects a company-wide shift from a customer-retention strategy to a customer-success strategy. The entire GetResponse Team focuses on education — for team members and for customers — providing multiple options, from self-help resources such as an extensive library of video and text tutorials, to personalized resources such as webinars and even one-on-one coaching using ClickMeeting videoconferencing software.
“Since implementing this shift in focus, we’ve noticed a remarkable change in the overall enthusiasm of our customer service team members,” said Ola Grabowska, director of Customer Success for parent company Implix. “They are energized by their mission of educating customers, teaching them about best practices, and helping them develop successful email marketing campaigns.”
The company is also competing as a finalist for “Customer Service Complaints Team of the Year.” The company goal was to turn every complaint into an opportunity, and turn every complaining customer into an evangelist. They accomplished this by providing customer-facing employees with constant support, including customer feedback reports. Reps are empowered to form ad hoc teams when necessary, often including senior managers, to solve customer problems.
QUANTIFIABLE IMPROVEMENTS IN PERFOMRANCE
Performance metrics confirm the success of these programs, with a 15% increase in customer retention, plus improved overall department efficiency, reflected in a 7% reduction in problem-solving time.
Details about the Stevie Awards for Sales & Customer Service and the list of Finalists in all categories are available at http://www.StevieAwards.com/Sales.
ABOUT GETRESPONSE EMAIL MARKETING
True to its slogan — World Easiest Email Marketing — GetResponse provides advance solutions in a user-friendly format. Recent enhancements include:
Email Creator: a built-in design tool with drag ‘n’ drop technology to enable beautiful designs, no HTML skills required
Social Tracking: sharing buttons for Facebook, Twitter and others that help uncover and prospect in niche markets
Email Intelligence: real-time analytics to gauge campaign effectiveness and segment groups for smart follow-up
App Center: 60 (and growing) API integrations with many popular CRM, CMS, Social, Mobile and eCommerce programs
Landing Page Creator: optional design tool that develops matching, integrated landing pages to complement email campaigns
GetResponse, flagship product of Implix, now serves more than 250,000 active users from 183 countries, delivering 10 billion permission-based emails per year with an average deliverability rate of 99.3 percent. Clients include: GlaxoSmithKline, Intercontinental, University of Arkansas, Vemma, Carrefour and thousands of small businesses and professional firms. With a focus on Customer success, GetResponse continues to expand its platform, delivering exciting new user-friendly features that level the playing field, enabling small operators to grow their business with technologies formerly available only to large companies.
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