Catchpoint™, the leader in Digital Experience Monitoring (DEM), was presented with a silver Stevie® Award in the 15th annual Stevie Awards for Sales & Customer Service. As the world’s premier business awards, the Stevie Awards recognize the achievements and contributions of organizations and professionals across the globe. This is the fourth consecutive year that Catchpoint has won the Customer Service Department of the Year category.
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The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.
Winners were recognized during a virtual awards ceremony on April 14.
Building on its award-winning performance from last year, Catchpoint’s support organization focused on delivering the highest quality of service to all its clients with exceptional transparency and integrity. “Catchpoint was founded on the principle of taking care of its customers first and foremost,” says Mehdi Daoudi, Chief Executive Officer. “Their success is key to our success. Maniacal focus on our clients’ delivery of successful business outcomes is core to what we do every day.”
During the past year, Catchpoint support worked on optimizing cross-departmental data flows which helped to preempt client problems. Improving cross-functional processes allowed support to expand their overall know-how, especially regarding newer products, like WebPageTest and Endpoint monitoring. Additionally, more emphasis was placed on attaining regular tactical customer feedback through in-portal surveys, which helped to assess and verify that customers were receiving the help and support they needed.
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Furthermore, a much richer data ecosystem was developed, leveraging data sources beyond traditional ticketing systems, including data from CRM, Marketing Automation and Website Analytics. This diverse data ecosystem presented a more accurate picture of the overall customer satisfaction. It incorporated extensive customer feedback loops, further enriching the quality of the data. These steps created a more proactive support model, moving from simply responding to tickets to proactive customer engagement, thus improving Catchpoint’s support time-to-resolution.
“At Arc XP, we’ve partnered with the best technology in the industry and that includes Catchpoint. Our partnership gives our customers access to additional tools to monitor and improve their overall user experience,” said Scot Gillespie, CTO and GM of Arc XP. “Because Catchpoint simplifies the most complex performance, availability, and monitoring metrics and diagnostics, we’re in turn able to focus our time where it matters for our business and our customers.”