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Stamps.com

Gold Stevie Award Winner 2012, Click to Enter The 2013 American Business Awards

Company: Stamps.com, Los Angeles, CA
Company Description: Stamps.com (Nasdaq: STMP) is a leading provider of Internet–based postage services. Stamps.com’s online postage service enables small businesses, enterprises, and consumers to print U.S. Postal Service–approved postage with just a PC, printer and Internet connection, right from their home or office.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: Stamps.com High Volume Shipper Customer Service Team

Tell the story about what this nominated team achieved since January 1 2011 year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

In 2011, the Stamps.com Customer Service department faced its most challenging task to date: providing customer support to a brand new client base of high volume shippers. The high volume shipping category has grown tremendously with the proliferation of e-commerce. Postage print revenue for this category was up 96% year-over-year and call volume for customer service increased 18% in 2011.

This customer growth presented various obstacles, such as acquiring in-depth shipping knowledge, troubleshooting new and complex technical issues, and having the manpower to manage increased service demands. To ensure that the company’s high-profile shipping clientele received the same top-quality support, Stamps.com’s Customer Service management immediately rolled out extensive shipping training, a multi-level tactical support team, and introduced customer-engaging technologies.

For the first step of the rollout, Stamps.com Customer Service agents underwent extensive training to obtain the shipping industry knowledge and tools needed to provide top-tier support for all types of shippers including warehouse, e-commerce and small business. The training was designed by a team of senior logistics, supply chain and parcel experts with years of combined industry experience. It provided an in-depth review of the shipping world, including the U.S. Postal Service, technology solutions, fulfillment processes, competitive carriers and popular e-commerce integrations including eBay and Amazon. The training was highly effective, enabling representatives to perform a range of critical tasks including USPS cost-cutting recommendations and technical troubleshooting.

For the second step of the rollout, Stamps.com Customer Service management developed a multi-tiered team of shipping experts to address the unique needs of shippers and provide a robust range of new support services. The first level of support is comprised of Shipping Solutions Specialists who perform account management such as software installation and new account set-up. The second level of support is comprised of Technical Specialists who expertly troubleshoot all software and third-party integration issues in the shipping environment. The third level of service is comprised of Tactical Shipping Agents offering after-hours support for mission-critical issues, giving shippers the 24-hour service their business demands.

For the third step of the rollout, Stamps.com Customer Service introduced customer-engaging technologies. New CRM call management software was used to identify inbound shipping customers and expedite the customer’s call to a Shipping Solution Specialist. Other systems were added including a database algorithm that monitored customers’ activity patterns and purchase behavior, allowing reps to identify shippers and instantly route them to Stamps.com’s dedicated shipping support team. That same database allowed reps to identify shippers who weren’t using important software features. Subsequently, an outbound call program was implemented and reps made proactive service calls to shippers, offering them assistance with new software features, integrations and more.

Key accomplishments of the Stamps.com Customer Service team in 2011 include:

- Achieved a record-breaking performance year with an A+ rating with the Better Business Bureau and 19% improvement ratio
- Decreased call hold times by 8%
- Increased customer satisfaction ratings by 3%

Upload a collection of supporting files and web addresses to our server to provide more background information to the judges. You may upload any number of attachments and URLs through the "Add Attachments, Videos, or Links to This Entry" link above. (Do NOT list your URLs below.)

Customer Quote #1:
"We had one issue with the digital scale but customer service/technical support took care of it quickly. I received replies to my e-mails usually within the hour. They even replaced the scale that was causing the problem at no cost to us. We are very satisfied with Stamps.com and highly recommend it to other businesses that are looking to streamline office procedures."
Name: lucilu8600 / Source: Epinions.com

Customer Quote #2:
"Their customer service is excellent. I've contact them on several situations. The one problem I had was quickly addressed by a supervisor and resolved to my complete satisfaction."
Name: TarHeel70 / Source: ViewPoints.com

Customer Quote #3:
"But if you do have to call into Customer Service you will be glad to know I had an outstanding experience!!! I was greeted with a person who seemed as though they totally enjoyed their job. I was not rushed off the phone and they took so much time and patience to make sure I did the steps accurately and understood the process before releasing the call. Awesome job Customer Service!!!!"
Name: spokenhonestly / Source: Epinions.com

Customer Quote #4:
"Every contact I have had has been with someone who was friendly, knowledgeable and extremely helpful. All my questions have been understood and answered in a timely manner."
Name: Mark LeVine / Source: BubbleFast.com

Customer Quote #5:
"I called stamps.com and they got right to work helping me. It turned out that when I had restored my computer a few days ago that for some reason even after I re-installed the stamps.com software, I still couldn't print postage. Plus I was printing using different labels. Customer service was very patient while helping me throughout this hour long process."
Name: wolfechino / Source: MeasuredUp.com

Customer Quote #6:
"There have been a couple of times that I have called their Technical Support Center and every time, I leave the call with not only my issue solved but also feeling like a valuable customer."
Name: valuesforless / Source: MeasuredUp.com

Customer Quote #7:
"I contacted support, as an existing customer, about downloading Stamps.com software to my new PC. Customer Support responded quickly supplying all the information I needed to solve my problem in one e-mail. After a few hours, I received a follow-up response checking to see if the information provided solved my problem."
Name: nanagayle / Source: Epinions.com

 

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Dawn Stevenson is a results-driven leader with over 17 years of highly successful management experience in Customer Retention, Customer Service and Inside Sales. Dawn is a creative, resourceful, and committed professional with a proven record of success in assuming increasing levels of responsibility. Dawn has worked in various industries including service contract, online media and postage. She is an Officer on the Board for the Southwest Regional Chapter of SOCAP (Society of Consumer Affairs Professionals). Dawn earned her Bachelor’s of Arts degree from Eastern Illinois University and her Master’s in Spiritual Psychology from the University of Santa Monica.