Winning Two Stevie Awards for Customer Service and The Hard Work Behind It
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We’re thrilled (and humbled) to announce that SiteGround won the People’s Choice vote and the Silver award in the jury vote for Customer Service Department of the Year in Computer Hardware & Services category in the 14th annual Stevie® Awards for Sales & Customer Service. “The Stevies” as they’re known, are one of the most prestigious international business awards, recognizing excellence in business-crucial disciplines.
They attract more than 12,000 nominations each year in different industries. With over 2600 evaluated nominations and over 101,000 votes cast in the People’s Choice awards, SiteGround ranked first in the Customer Service in Computer Services category, thanks mostly to the support of our loyal clients. Additionally, we were announced as a Silver winner in the awards’ jury prizes, selected by the average scores of more than 180 professionals worldwide.
Winning such a massive vote does not come easy and it takes years of hard work, dedication, and consistency to get to where we are today. It involves training sessions, processes, monitoring, and lots of coordinated efforts by a lot of people whose dedication, expertise, and efficiency should never fall short. Here is a quick look of what happens behind the scenes of our Customer Service success.
Complex Recruitment Process
Our customer service team who are available 24/7 via Live Chat, Phone, and Helpdesk ticketing in English, Spanish, and Italian now counts 350 people and it keeps on growing. Over the past 3-4 years, we have been hiring new member groups roughly every 3 months. For every recruitment cycle, we get hundreds of resumes. It’s a huge pile that we have to sort through carefully because we don’t just let anyone in. We want smart, friendly, eager to learn, not afraid of hard work, and committed people to become part of our team.
Our HR department filters about 12-13% of those to meet in person and in the end, only 4% get hired. The best of the best.
Long and Heavy Training
Most of the people who join our customer service team are not familiar with the web hosting industry. Even if they had some technical background, they still have tons of terminology to learn, adapt to our expectations and standards for customer service, and become quick to deliver. All that takes time, training, and experience. Our initial on-boarding training takes two weeks and covers the theory and the basics of the role. Then we continue with a 4-week mentoring program with a supervisor, processing one client inquiry at a time and discussing the case in detail until the agent fully understands how to best approach and handle it.
Then, it’s time for more training. Within the first year on the SiteGround customer service team, our team members have to complete more than 10 different training sessions, seminars, and workshops. Since the tech industry is very dynamic, we make sure that even our experienced agents have the opportunity to constantly improve and build on their skills. In 2019 we completed over 600 up-skill training sessions across all our customer service divisions.
Timely feedback and management support
No matter how good and motivated people are, everyone needs attention and encouragement to know they are on the right track. That is why all our customer service team members receive regular evaluations and feedback sessions, happening on a monthly basis during their first year. In case an agent is performing below our standards and expectations, their supervisors dedicate time and create personalized support sessions to educate them and motivate them to get better at the job.
Excellent customer service is not an easy task, but thanks to our team’s persistence and willingness to improve, we’ve been consistently increasing our speed of resolution within the past 4 years and getting to 90% of all client inquiries being resolved at first interaction.