GetResponse Email Marketing Wins Gold, Silver and Bronze STEVIE® Awards
Judges Honor Customer Service Department for Innovations, Training, and Technology
GetResponse, the leading email marketing provider, was honored with 3 Stevie® Awards at a gala banquet held Monday, February 25 at the Paris Hotel in Las Vegas, Nevada. All 3 awards were for were for excellence in customer service.
“Since startup, our business philosophy has been to provide 5-star customer service,” said GetResponse founder and CEO Simon Grabowski. “Our team brings that philosophy to life in creative ways every day. We’re proud of their accomplishments and gratified to see them receive the public recognition they deserve. Great job, team!”
About The ABA Stevie Awards
Finalists were chosen among 1,100 entries, with preliminary scoring by 120 judges. More than 100 members formed specialized judging committees to determine award placements. Winners in other industries included Nuance, FedEx, Comcast, and Office Depot.
Gold Stevie Award
Judges awarded top honors to GetResponse for transforming their customer service department into a Customer Success Department. The move was more than a play on words. It represented a shift from a reactive customer-retention focus to a proactive policy of identifying new customers who are getting a slow start, reaching out to help them define their goals, and coaching them to use email marketing in profitable ways.
The goal is to turn every customer interaction into an opportunity, and turn every customer into a GetResponse evangelist. The company 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.
Silver Stevie Award
GetResponse earned this award through innovations in the use of technology. In response to customer questions, team members create brief video replies featuring screen-capture images, screencasts, and voiceover. Customer can save the instructional video and share it with other local users. The department has created 113 such videos, covering everything from the basics of getting started with email marketing to advanced topics such as email analytics, email design, and social media integration.
During any phone conversation, reps can move the conversation to a ClickMeeting videoconference room, where they can meet face-to-face online and demonstrate procedures using screen sharing.
Bronze Stevie Award
The Customer Success Team won bronze for their new-hire training program, which was developed in-house. 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 one-on-one coaching.
New reps are asked to pretend to be a customer. They must set up an account and implement all the email marketing basics, just like a customer, using the same resources. They can look up information in the help center, call a customer service representative to ask a question, and try each feature of the system “live”. This hands-on exercise gets new reps up to speed fast. More important, they are able to empathize with real customers who work through the same learning curve, experience the capabilities, and learn to implement profitable strategies.
“The innovations we’ve implemented have resulted in a 15% increase in customer retention, plus improved overall department efficiency, reflected in a 7% reduction in problem-solving time,” said Ola Grabowska, Director of Customer Service. “Our Customer Success Team is on a mission to educate customers, teach them to implement best practices, and help them develop successful email marketing campaigns. We’re proud of the work they do. It has helped GetResponse claim a place at the forefront of the email marketing industry.”
About the Company
GetResponse serves more than 350.000 active users from 182 countries, delivering more than 1 billion permission-based emails per month, with an average deliverability rate of 99.3 percent. Clients include GlaxoSmithKline, Marriott, Intercontinental, University of Arkansas, Carrefour, Men's Health Magazine, and thousands of fast-growing businesses and professional firms.