Estimated read time: 1 minute, 33 seconds

FastSpring is proud to announce that our support team has won a Silver Stevie® award for Front-Line Customer Service Team of the Year in the “Technology Industries – Computer Software” category!

A silver trophy of a humanoid shape with its hands above its head holding a pyramid.

FastSpring Support Rises to the Challenge

It was clear to award judges that FastSpring’s team had moved strategically to make the voice of the customer the center of improvement efforts, with results showing in customer satisfaction (CSAT) scores, net promoter scores (NPS), and first response target times in 96% of cases. 

These efforts were described as particularly impressive given how much our company is growing, which can present challenges for any customer support team — but our team stepped up to address challenges by better understanding and meeting customers’ needs.

Steps taken by our support team to accomplish these goals included customer journey mapping, engaging with customers one on one, integrating artificial intelligence in our support processes, and even implementing interdepartmental service level agreements (SLAs). These steps helped our team move back to a more customer-centric culture, which has further empowered and engaged our team members, too.

We’ve also integrated artificial intelligence with our documentation search tool! Read our blog post to learn how it works, or go to our documentation to try it out for yourself. 

The Stevie® Awards

The Stevie® awards were created in 2002 and have become the world’s premier business awards, with Sales & Customer Service, American, International, Asia-Pacific, the Middle East & North Africa, Women in Business, and many other sections of awards having been established to recognize excellence in business all over the world. 

A black and gold logo of a humanoid shape with its hands above its head holding a pyramid, with text spelling The Stevies in the foreground.

This award is the product of a lot of hard work by our support team, and we’re not surprised they’ve earned this distinction!

Need FastSpring assistance? Experience our team’s excellent service firsthand by submitting a service request from inside the FastSpring app or via our service portal.

Katie Stephan
Katie Stephan Author
Katie Stephan is the Senior Content Strategist at FastSpring. Besides her extensive marketing experience, she has an MFA in creative nonfiction writing and has served her local communities as a college writing instructor.
Tagged with:
announcements Customer Success Experience fastspring