News story

iSpring Customer Support Team Wins Gold Customer Sales and Service World Award

Alexandria | VA | USALearning NewsiSpring Solutions, Inc.

iSpring Solutions, Inc., a global leader in digital learning solutions, has been honored as a Gold Winner in the Annual 2019 Customer Sales and Service World Awards as Customer Service Team of the Year (Front Line).

The iSpring Customer Support Team provides technical assistance and advice to 54,000 customers of iSpring’s industry-leading solutions for online corporate training: iSpring Learn, a cloud-based learning management system, and iSpring Suite, a robust eLearning authoring toolkit for creating interactive eLearning courses and assessments. 

The jury has recognized the iSpring Customer Support Team for its expert, professional, and personal approach to clients and the unparalleled effectiveness of the service: 83% of cases are promptly resolved in less than two hours or immediately right over the phone, and 97% of cases are resolved with a "Client Satisfied" status.

Independent judges from a broad spectrum of industry voices scored support teams and verified their achievements. Companies that competed for the Customer Sales and Service World Awards came from various industries and countries; winners in other categories include Aflac, Celebrity Cruises, Inc., DHL Express (Sweden), Dell Technologies Ltd., IBM, PlumChoice, Vibes, and many more. 

Each week, the iSpring Customer Support Team processes an average of 1,900 incoming emails, 500 incoming chats, and about two hundred calls. Everyone on the team has an insatiable desire to help and ready to go above-and beyond when helping a customer.

Unlike many modern organizations that rely on automated responses, iSpring strongly believes in genuine human contact. Here are the two core values of iSpring Customer Support:

  • Personal Approach. iSpring does not use bots or scripts, and does not automate email replies. All support requests, regardless of the channel, go directly to team members who dig deep into the client’s case and provide a relevant and personalized solution.
  • Dedicated Customer Service Agents. Be it a general question or a technical one, every ticket gets assigned to a customer success manager or a tech support engineer who keeps in touch with the customer until the case is resolved. This makes it easier for the customer to keep track of the troubleshooting process and be confident that their question is taken care of in the most personal manner. 

“We’re strong advocates of customer-oriented culture and personal approach to each client,” said Tonya Smolentseva, VP of Quality Assurance at iSpring. “What we strive for is to really wow our clients with the superior service. The Customer Support Team members create a perfect user experience and are ready to be with the client every step of the way. This award is a testament to our commitment to quality and the effectiveness of our customer support.”

The outstanding level of iSpring Customer Support has also been confirmed with 5-star ratings and multiple customer reviews on independent review platforms: Capterra, G2, and eLearning Industry.

Winners will be honored in San Francisco on Monday, October 28, 2019 during the annual SVUS Red Carpet Awards Ceremony Dinner in San Francisco attended by the finalists, winners, judges, and industry peers.

 

About the Customer Sales and Service World Awards

The Customer Sales and Service World Awards is the world’s premier recognition program, created to honor industry-wide achievements of individuals, teams, departments, most valuable professionals, milestones, and champions in Sales & Customer Success, Customer Service & Contact Centers, and Sales and Service Enablement, which includes Training, Consulting, and Outsourcing. To see a complete list of winners, please visit: https://cssworldawards.com/winners/2019-sales-and-service-awards/