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Jazz - Appfolio - Customer Service Department of the Year

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Jazz, Pittsburgh, PA
Entry Submitted By: SHIFT Communications
Company Description: Since 2009, Jazz has raised the bar in the recruiting software industry, with many of our innovations becoming industry-standard. We’re the first company to put powerful, yet easy-to-use recruiting software in the hands of startups, growing companies and even presidential campaigns.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: AppFolio Property Manager Customer Service Department

Tell the story about what this nominated organization/department has achieved since January 1, 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

AppFolio, parent company of the AppFolio cloud-based property management platform and MyCase legal management software, has always prided itself on being customer-centric. The team not only resolves issues, but puts its customers’ feedback into action. After all, the technology AppFolio built is intended to help its customer base better manage and service their own customers. They’re always working help their customers get the most out of their technology purchase and support them in their business goals.

The customer service department supports almost 10,000 businesses, providing a unique, hands on, and thorough implementation/onboarding experience and a dedicated team to customers' successful implementation for their first 60 days. As one customer said: “implementation specialists understand that there are a number of dynamics involved and have a brilliant way of working with people or asking the right questions of people so that they feel comfortable.” From there, each customer has a dedicated engagement rep, who works to ensure they realize the full benefit of their investment customized to their usage and business goals. One key challenge the department helps many customers overcome is time spent on everyday tasks, promoting efficiency in their businesses, giving customers time to focus on adding new clients, taking vacations, and providing excellent service.

Every year AppFolio hosts a major customer conference where they empower customers with information through informative sessions led by industry experts and network opportunities with peers, giving customers insight into both the AppFolio technology and overall industry trends. This helps customers keep pace with market shifts/best practices so that they can achieve the success for which the AppFolio product is intended. Beyond sessions, the conference includes hands-on interactive workshops and the customer service Genius Bar, helping answer customers’ support-related questions. The department also provides gatherings where product experts and AppFolio power users share best practices on how to adopt recently launched features and give tips and instructions on how to best optimize the use of existing features for greater effectiveness. The event also includes a “Hack Day” where AppFolio engineers actually build the feature most voted upon by customers during the conference. The event lets AppFolio get to know their customers on a more granular level and provides their customer service department with direct product feedback to enhance the level of support they are able to offer.

This year, the department put additional resources into customer care, launching a brand new Help Center. It was a team effort to look at site analytics, understand customer needs and search patterns, and deliver a reimagined help site that is intuitive, easy to navigate, and serves as a comprehensive library of on-demand how-to articles, webinars, live and recorded training, community forums and more, helping customers acquire great value from real industry insight. It also provides more transparency for customers to see the real-time status of support cases.

The department’s dedication to customers has earned the company a Net Promoter Score of 91. Their customers are clearly very happy. In addition to proactively helping customers beyond providing software, one of the things keeping their customers so satisfied is AppFolio’s critical attention to its customer service response – 98 percent of questions posted to their “Help Center” are answered and customers typically receive a response within just two hours.

Customer success is important to AppFolio, and its customer service department is focused on this just as much as it is answering questions and resolving issues. It coaches customers to make the most of the platform, which is why AppFolio customers are able to run their businesses more efficiently and grow them.

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated department since the beginning of 2016 (up to 150 words).

- Earned a Net Promoter Score of 91
- Customer Service Response Rate reached 98 percent
- Customer Service Response Time is under two hours
- Ran a successful Customer Conference for the fourth year in a row
- Expanded the customer help center to an on-demand library of trainings + Industry insight
- Provides thorough, 60-day onboarding training for every customer
- Provides dedicated engagement rep for every user after 60 days of on-boarding