One of our top priorities at Bronto is to deliver exceptional customer service to all our clients, regardless of their size. And while nothing tops the satisfaction we get from helping our customers, it’s always nice when others take notice.
That’s why we’re pleased to announce our status as finalists for the 12th Annual Stevie® Awards for Sales & Customer Service in the Customer Service Department of the Year – Computer Software category. This is Bronto’s 10th trip to the finals.
Gold, Silver and Bronze Stevie® Award placements will be announced at the gala banquet at Caesars Palace in Las Vegas, Nevada on February 23.
Committed to Customers
In recent years, we’ve had to take our commitment the extra mile. Acquisitions by NetSuite (2015) and Oracle (2016) introduced several challenges for our support team to overcome, including additional integrations with third-party applications, which led to average chat times increasing. A migration to a new CRM and corporate ticketing system increased the complexity of customer service cases due to integrations with third-party applications, which led to average chat times increasing.
Our rapid growth has also proved a challenge, albeit a good one. In the past year, our support team has seen the volume of support cases increase by more than 60%. Yet, even with the increase in volume, the customer service team has kept the escalation rate of cases under 10%.
A handful for any organization, to be sure, but we continue to meet our challenges head-on by employing a support department of highly trained specialists. These specialists are available for universal global customer support 24 hours a day, five days a week, as well as weekend on-call emergency support and live chat.
With more and more companies outsourcing their support and customer service teams, Bronto is unique in its employment of full-time support staff. We don’t outsource any support functions. We offer a career development program to attract the best support talent, and we provide long-term career opportunities not available at “churn and burn” call centers.
With our dedicated focus on support, our goal is to identify and hire those with growth potential within the organization. Thus, Bronto support candidates spend a year learning the company, platform and clients before being promoted into QA and support.
And our clients can tell.
"Bronto’s chat window kills other company’s ticket systems, giving you the ability to instantly answer questions rather than wait for a delayed response,” says Pitts Hewitt, owner of Shrimp and Grits Kids.
Keeping the Lines of Communication Open
We know that maintaining our position as a customer service leader requires effort, that’s why we’re acutely focused on making communication with clients more robust, conducting ongoing surveys and using customer feedback to improve the support organization.
Since 2017, we’ve added nine support associates to the team, resulting in two key improvements: average time to answer chats has decreased while customer satisfaction has increased.
For example: From November 1 of 2016 through May 31 of 2017, the average time to answer chats was four minutes and 35 seconds. From the beginning of Oracle Q1 FY18 on June 1 through October 31, the average time to answer was cut down to two minutes and two seconds, a 66% decrease.
For customer satisfaction, the industry standard ranges between 88% and 92%. Based on survey results, average customer satisfaction scores for Bronto were 94% in 2017.
Some of Bronto’s most powerful praise comes directly from client feedback. Our customers are constantly raving about the attentiveness, helpfulness and compassion of our support team.
Customer Satisfaction is the Real Winner
Industry recognition is nice, but our priority will always be to our customers. By continuing to focus on customer service – and by showing clients we’re there to help them meet and overcome whatever challenges they’re facing – we think we’re on the path to accomplishing both.
To learn more about Bronto, please visit bronto.com.