March 5, 2018 – Bridgeport, CT – Pulse Commerce, the leading cloud platform for Order & Inventory Management, announced today that it won a prestigious Stevie Award for Customer Service Department of the Year. The company was awarded Stevie’s 2018 Silver Award in recognition of the innovations added to its client services department over the last year, and for its continuous commitment to provide best in industry customer service.
Pulse Commerce earned a Silver this year through a number of customer service innovations:
- Support process overhaul – Rebuilt the entire support process from scratch, with automatic ticket prioritization based on issue severity and SLA due date (service level agreement). With automated ticket prioritization, agents avoid constant review and re-review of open tickets to determine which one to resolve next. Efficiency and productivity have improved dramatically, virtually eliminating ‘stale tickets’ that accidentally stay open too long.
- All new Help Center – launched a completely redesigned multi-media Help Center with a modern and streamlined experience, faster navigation and easier discoverability. Pulse Commerce more than doubled the size of its online knowledgebase, which now includes over 250 fresh articles and videos. Pulse Commerce also introduced a mechanism for accepting new Help article and video tutorial requests from clients, ensuring that the most relevant content is being added to the new Help Center.
- Faster and more convenient ticket management – added a brand-new Ticket Manager directly within the Pulse Commerce Admin Panel. Merchants now manage all Support Requests from a single online dashboard, where they can search their organization’s tickets, view status, and update ticket content.
- After-hours service improvements – Pulse Commerce’s customer service department integrated Slack for teams, enabling faster and more reliable after-hours priority incident resolution. In concert with the 8×8 Voice Over IP system, the team is empowered to take calls from anywhere, using any device. The combination of these technologies working seamlessly together enables full-time emergency customer support, living up to the company’s promise of providing exceptional customer support at all times.
More than 2,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 150 professionals worldwide in seven specialized judging committees.
I’m very proud of our client services team, led by Jeremy Stewart. Thanks to the team’s relentless customer focus and innovative solutions, our clients have enjoyed marked improvements in their experience. Average daily new ticket creation was reduced by 40% and our customer satisfaction rating is now at 98%.
All of our Stevie Award winners should be proud of their achievements. Independent professionals around the world have agreed that their accomplishments are worthy of our public recognition.
About Pulse Commerce
Pulse Commerce is the leading cloud platform for enterprise order & inventory management, empowering retail leaders with unprecedented visibility and control of inventory, orders and customers. Retailers rely on Pulse Commerce to improve order turnaround, increase customer satisfaction, and optimize inventory control and fulfillment costs.
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. Learn more about the Stevie Awards at www.StevieAwards.com.