CHARLOTTE, N.C. — SignUpGenius received a Gold award — the highest honor — for Front-line Customer Service Team of the Year – Technology Industries at the Stevie Awards. The Stevie Awards organizes seven of the world’s leading business awards programs, also including the prestigious American Business Awards and International Business Awards.
As the leading online sign up service for event and volunteer management, more than 77 million people visited SignUpGenius in 2017. The company’s support team ensures a smooth experience for customers, answering questions on social media, through email, chat and phone and reflecting the company’s culture to treat people better than they expect to be treated.
Six customer support team analysts responded to more than 112,000 questions from July 2016 to July 2017 and decreased the average time to ticket resolution by 38.7 percent in that time period, getting customers solutions more quickly.
“Helping SignUpGenius users change the world by making it simple to organize groups is our mission, and we are focused on providing a phenomenal experience for everyone, whether they are scheduling meals for a family in need or organizing large corporate training sessions,” Senior Support Analyst Teresa Clark said. “Our scrappy team is always thinking of ways to improve our user experience.”
The support team provides feedback to the user experience and design team, ensuring that SignUpGenius offers an intuitive and user-friendly design. Recent site improvements include redesigned landing pages and site navigation as well as a simplified sign up process that makes the site’s core function easier and faster for customers.
“SignUpGenius is taking the right steps to reduce the need for contacting customer support and when a customer needs to, the experience is very positive,” read one judge’s comment.
Support team analysts are successful in resolving the customer’s issue in the first response 79.8% of the time.
SignUpGenius simplifies the process of coordinating events and people by providing online sign ups for nonprofits, schools, sports, churches, families, colleges, businesses and organizations. By enabling up to 14 million unique visitors per month to sign up for tasks online, SignUpGenius has done away with the need for paper sign ups, "reply-all" emails and phone trees.
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About the Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide.