Company: Volusion, Inc., Austin, TX
Company Description: Volusion offers the industry's most comprehensive and user-friendly ecommerce software for online merchants, providing a platform that is scalable, secure, reliable and boasts 24x7x365, Out of this World™ support. Volusion has design, marketing and professional services available to merchants, as well as the dedication to deliver unbeatable customer support to help merchants succeed online.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year
Nomination Title: Volusion Front- Line Customer Service Team
Tell the story about what this nominated team achieved since the beginning of July last 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:
Volusion embraces every challenge as an opportunity. Founded on entrepreneurial
spirit, they work to implement faster, smarter and more efficiently than the
competition. Since 2005, the company has grown 884.5% percent, landing it as one
of the fastest growing companies in the nation. Volusion’s customers processed
more than $2 billion in online transactions in 2009, which accounted for 1% of
all U.S. Internet transactions last year. Their domestic customers have become
such big promoters and advocators, leading to tremendous growth worldwide,
resulting in a global expansion to the UK earlier this year. In order to be
successful in the ecommerce software industry, all team members must be educated
about the product, its capabilities and customers’ industries. By constantly
learning, persevering and devoting time to customer satisfaction, Volusion
welcomes change and stays atop of a constantly changing, dynamic industry.
Volusion’s innovation process is based on agile development, a concentration on
industry research and process optimization. By using business process management
tools, they continually work to better understand processes, and challenge
themselves with daily improvements. As one of their core values states, they
work to innovate and embrace change. Today, with over 20,000 clients and 150
employees, Volusion has become an industry leader that is recognized for
deploying innovative technologies.
Standards are set for measuring and evaluating customer feedback. The main tool
used is the Net Promoter Score (NPS) methodology which is used by major
companies such as Zappos. To calculate Volusion’s Net Promoter score, Volusion
customers are asked “How likely are you to recommend Volusion to a friend or
colleague?” on a scale from 0 to 10, with 0 being extremely unlikely and 10
being extremely likely. Customers who answer 9 and 10 are categorized as
Promoters, customers who answer 0-6 are categorized as Detractors and customers
who answer 7 or 8 are categorized as Passives.
Today, 4 out of 5 customers recommend Volusion to friends, versus 3 out of 5 in
2009. Customers see tremendous value in participating in the NPS survey and over
40% of their active 20,000 customer base has participated. Survey responses are
circulated around the senior leadership team and employees are regularly updated
on the progress made.
Volusion has also implemented a system to evaluate support call satisfaction.
Today, the satisfaction rate on support calls is 99.8% versus 78.4% in mid 2009.
If a customer is not satisfied with their experience, a response is sent in
real-time to an account manager to follow up with the customer. The account
manager then creates an action plan to resolve any issues. Customer responses
are also used for coaching between managers and representatives so that the team
can fix problem areas.
For those who show exceptional customer support, the Volusioneer of the Quarter
Award is a perfect opportunity to highlight those dedicated individuals. This
award goes to the employee who exceeds all customer expectations and the core
values set out by Volusion.
Learn more about Volusion’s Out of This World Support™ at www.volusion.com/support.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
•Volusion Positioned in Leading Industry Analyst Firm’s Magic Quadrant for
E-commerce (Press Release)
•Volusion Powers More Than 20,000 Online Stores and $2B in Online Transactions,
Surpassing eBay’s ProStores (Press Release)
•Volusion Launches Partner Program and Extends New Ecommerce Integrations to
Merchants (Press Release)
•OverstockDeals’ Sales Jump 18,000% after Opening Online Business with Volusion
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
David Mitzenmacher is Volusion's Chief Customer Officer, responsible for
customer loyalty, employee engagement and the overall Volusion experience. His
team consists of over 60 customer-facing employees in roles like Technical
Support Specialist, Account Manager, Onboarding Coach, and Account Services. He
also leads a 22 person Customer Experience Team that manages all of Volusion’s
customer-focused initiatives like the Voice of the Customer program,
Customer-centric Development Process, Online Communities, etc. Finally, he leads
a 7 person Human Resources team that is responsible for ensuring Volusion’s core
value of “Delivering WOW experiences!” within their culture.