Reputation.com
Company: Reputation.com, Redwood City, CA
Company Description: Reputation.com’s mission is to empower individuals and businesses to control their privacy and reputation online. Formerly ReputationDefender, Reputation.com was founded in 2006 and is the pioneer of online reputation management solutions. The privately held company is headquartered in Silicon Valley, has an office in Germany and serves customers in more than 100 countries.
Nomination Category: Customer Service Awards Categories
Nomination Sub Category: Customer Service Department of the Year
Nomination Title: Reputation.com's Customer Service Department
Tell the story about what this nominated organization/department achieved since January 1 2010 (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 2006, Reputation.com (formerly ReputationDefender) founded a new industry
focused on online reputation management and Internet privacy. The company’s goal
is to empower individuals with technological solutions that help them gain
control over how their name and information appears online. In an age where
cyber-stalking, identity theft and online defamation are commonplace,
individuals feel overwhelmed, confused and powerless over how to control their
personal information appears online and they come to Reputation.com for help.
As the pioneer of its field and first to market leader, creating new
technological solutions wasn’t the only challenge the company faced.
Reputation.com also needed to develop a new approach to customer service, one
that educated customers on online privacy and also provided technical support.
Customers come to us confused about how they are exposed online and confused
about how to take action.
With the understanding that online privacy is a dynamic and overwhelming problem
for consumers, Reputation.com implemented several changes to the customer
service program. The innovations included below demonstrate a focus on consumer
education and a company culture that puts high esteem on customer service. The
customer-focused initiatives drove customer satisfaction to record high levels.
As a result of these efforts, retention rate increased by 30% since 2010, and
the revenue generated by Customer Service in 2010 has already tripled in 2011’s
Q1 alone. In addition, the BBB rated us an “A”.
• Customer-focused company culture
• Creating VP of Customer Success and Customer
Evangelist positions.
• Sharing customer success stories at every company
meeting.
• Weekly customer “love notes,” shared by member services highlighting
the top 10-12 customer compliments per week.
• Holding employee contests for
feedback on improving customer experience.
• Instituting a closed loop feedback
process, with Customer Service now giving customer feedback directly to Product
team.
• Faster accessibility
• Expanding customer care hours to 24/7.
• Introducing Chat feature.
• Reducing response wait time from 24 hours to 3 hours.
Better customer insight
• Building a 360-degree view of the customer.
• Implementing a Net Promoter Score.
• Creating a customer-focused metrics dashboard.
Customer education program • Developing a resource center with more than 100
articles advising on “How to Remove Your Name from People-Search Databases”,
“How to Maintain a Positive Online Presence”, and more. • Hiring Privacy
Experts. • Creating a 24-hour privacy hotline.
We think our customer service is pretty great, but hearing it directly from our
customers truly means the world to us. Please review the following actual
customer testimonial:
“Casey was wonderful in terms of helping me navigate this unchecked, vast abyss
called the Internet! He was patient and kind and I truly felt he had my best
interests at heart… Because of his gracious, helpful manner and the positive
interaction I had with him, I have recommended Reputation.com to several of my
friends so they could join – and they have!”
Additional testimonials provided upon request.
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]:
http://www.reputation.com/press_room
http://www.reputation.com/testimonials
http://www.reputation.com/press_room/reputationdefender-honored-as-world-economic-forum-technology-pioneer-2011
http://www.time.com/time/business/article/0,8599,2065597,00.html
http://abcnews.go.com/GMA/ConsumerNews/reboot-reputation-online/story?id=11805058&page=1
http://www.nytimes.com/2010/07/25/magazine/25privacy-t2.html
http://www.nytimes.com/2011/04/03/fashion/03reputation.html?_r=1&ref=fashion
http://www.philly.com/inquirer/magazine/20101117_Scrub-a-dub-Web.html?viewAll=y
http://www.digitaljournal.com/article/302725
Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:
Alan Chambless is responsible for improving sales, support and fulfillment
processes with an overall focus on delivering great results for customers. Mr.
Chambless brings over 20 years of experience in the areas of marketing, sales,
and customer service with notable successes at established corporations and
start-ups alike. Prior to joining Reputation.com, Alan managed sales and
customer support for Intuit Websites following Intuit’s acquisition of Homestead
Technologies Inc., where he worked as Vice President of Sales. Mr. Chambless
also worked at Wells Fargo Bank, where he left as V.P. of the Equipment Finance
Group that he helped create.