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Convoso, Woodland Hills, California, United States: Front-Line Customer Service Team of the Year

Company: Convoso, Woodland Hills CA
Company Description: Convoso powers conversations at scale, providing the leading contact center software for sales and lead generation teams. As a MarTech innovator, our award winning solutions include the fastest, most powerful omnichannel dialer, as well as our advanced conversational AI technology, Voso.ai.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Business Services Industries
2023 Stevie Winner Nomination Title: Front-Line Customer Service Team of the Year
  1. Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
    Written answers to the questions
  2. If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.

     

  3. Briefly describe the nominated team: its history and past performance (up to 200 words):

    Total 125 words used.

    Convoso has grown to be the leading provider of outbound contact center software. Since 2006 we have innovated our technology and grown the company by focusing first on supporting our customers’ growth and success. From product innovation to onboarding programs to technical and hands-on customer success partnerships, supporting customers is our driving ambition.

    From 2021, Convoso has worked to align the vision of Convoso’s customer advocacy. To that end, the same C-level leadership now oversees the full customer experience from the first sales touch through ongoing customer support.

    The nominated team for Front-Line Customer Service, which has doubled in size since 2021, includes Convoso’s subteams:

    Implementation Team

  4. Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

    Total 68 words used.

    Case Studies from 2023

    https://www.convoso.com/blog/medigap-life-triples-revenue-with-convoso/

    https://www.convoso.com/blog/long-home-products-doubles-appointment-sets/

    https://www.convoso.com/blog/medicare-sales-agency-doubles-contact-rates-and-drives-year-round-enrollment-records/

    Example of Customer Workshop

    https://www.convoso.com/news/customer-workshop-workflow-automation/

    Example of Customer Regional Roadshows

    https://www.convoso.com/news/convoso-hosts-southeast-leadgen-regional-roadshow/

    Example of Compliance awareness initiatives

    Quarterly Webinar with Compliance Attorney: 

    https://www.convoso.com/news/compliance-news-q4-michele-shuster-webinar-recap/

    Monthly Compliance News example

    https://www.convoso.com/news/contact-center-compliance-watch-december-2023/

    Review page

     https://www.convoso.com/customer-success-stories/ 

    Press Releases

    https://www.convoso.com/news-updates/?_sft_news_cat=press-releases

  5. Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):

    Total 243 words used.

    Team Expansion: Growing the company has paralleled growing Convoso’s front line customer service team, which has doubled in size since 2021. We’ve added an Implementation Team, launched TAM (technical account manager) teams, and grown our tech support and customer success teams. New leadership on every level ensures proper transitions from sales to implementation to customer success, strengthening the overall customer experience. 

    Our Learning & Development team created a dedicated training platform “Convoso University,”  which helps keep our support teams well-informed to handle customer issues currently 15 courses and 70.4 hours of training.

    Product Innovation: Convoso continues to innovate new customized features for customers.  Additionally, Convoso has launched key new products, such as Voso.ai and ClearCallerID, aimed at making the product more user-friendly, efficient, and fundamental to supporting customer growth. 

    Additional Customer Support Initiatives

    Built an NPS score dashboard, consistently hitting 100% of our support metrics

    Improved understanding of customer wants and needs by building a framework for executing churn analysis

    Relaunched our Customer Advisory Board to better utilize the voice of our customers in shaping our product to be the most useful and effective for customer needs

    Launched Convoso Office Hours to educate and address questions in real time

    Held three 2-day Regional Roadshows for customers to deepen product knowledge and expand networking amongst customers

    Continued education on compliance and regulatory issues

      Revenue Growth: Convoso’s revenue growth has continued to expand as we’ve provided the best-in-class support to our customers.

    • Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

      Total 247 words used

      We continue to stand apart from our competitors for the following reasons: 

      Convoso has become the most notable outbound contact center solution in the industry and is now competing at the enterprise level

      Our 24/7 support uses our own product, Voso.ai, for after hours availability. 

      Launched Compliance News initiative, including webinars, news reporting, newsletter, and social media posting to keep customers aware of critical regulatory changes

      Our hands-on approach to customer care outperforms that of our competitors. Despite our growth, with a larger customer base than previous years, every account continues to have a dedicated CSM. 

      Testimonials from our customers about the superiority of Convoso’s support and service teams over their experience with our competitors, continue to echo this sentiment: 

        "You have a great support system, as far as your implementation, your account managers and TAMs. Anybody is answering at the drop of a hat.“

        – Ariel Ayalon, Operational Manager, Senior Healthcare Advisors, 2023

        "Your support is good, especially compared to the competition. It's something that we can depend on and it's consistent, which is the most important part.”

        - Sean Chapman, Chief Technology Officer, Medigap Life , 2023

        "Here's the beautiful thing about Convoso. We haven't missed a week where we haven't met with our sales account manager, our level two tech person, or our technical account manager. The general support team has been very helpful and they follow up like nobody's business.” 

        - Brian Spurgeon, Contact Center Director, Long Home Products, 2023

      Attachments/Videos/Links:
      Front-Line Customer Service Team of the Year
      No attachment available for this nomination.