Company: Intuit Mailchimp, Atlanta, GA
Nomination Submitted by: Product Support
Company Description: Intuit Mailchimp is the #1 email and marketing automation platform. We empower over 11 million customers to grow their businesses with world-class marketing technology and award-winning customer support. Mailchimp puts data at the heart of your marketing, so you can connect with your customers, foster repeat sales, and build lasting brand loyalty automatically with AI-powered insights and content.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Technology Industries
 Nomination Title: Intuit Mailchimp's Contact Center
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one)
Written answers to the questions
- 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.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 167 words used.
We are the Product Support department at Intuit Mailchimp, and we power prosperity for small businesses around the world by delivering a best-in-class experience to our customers when and where they need it most.
While we’ve always had a high-performing team, we’ve doubled down on our commitment to exceed customer expectations and solidify our reputation as industry leaders in customer service excellence. We’ve made it our mission to make it easier for customers to access support through their preferred channel, and to enable our experts to resolve the customer’s problem on first contact.
Over the last 2 years, we’ve shifted our approach from a deflection strategy, where we led customers to self-service options before offering human-assisted services, to an engagement strategy, where we connect customers with live experts quickly and easily.
Today, our team of 360 experts is dedicated to offering high-quality support for Mailchimp's 1 million customers in 6 languages over phone, chat, and email 24 hours a day, 7days a week, 365 days a year.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
We believe excellent service begins with invested employees. As the foundation to our strategy, leaders invested in employees by upleveling talent, refining hiring practices, and recalibrating compensation. We reduced concurrent chats per expert from three to two so front-lines could focus on personalized customer interactions, improving customer and employee satisfaction. Over 2024, employee engagement scores increased 5pts to 73% with gains in 16 out 17 areas measured.
We added a persistent entry point to our global navigation bar. As a result, our unique monthly customer engagements soared from 21,600 in September 2022 to 60,200 by September 2024, marking a 2.8x increase. Our Customer Effort Score increased from 78.8% in August 2022 to 84.5% in October 2024.
We expanded our inbound phone support for Premium plan customers from a minimum viable product to a full-scale, 24/7 operation within eight months (Feb to Nov 2023), now serving over 70,000 customers. We also expanded our international in-language support by adding Portuguese, German, and Italian, increasing our total offerings to six languages.
We implemented dedicated workforce management, real-time operations, and supply/demand forecasts in December 2023. This lowered average handle time from 25.31 minutes to 22.34 minutes by July 2024, a decrease of 11.7%.
As a further testament to the success of our investments, since August 1, 2023, we’ve delivered an outstanding 86.1% customer satisfaction score (CSAT) across 1,081,711 interactions with an average chat wait time of just 1.78 minutes.
- 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 250 words used.
References to file: Intuit Mailchimp Stevies Award Nominations Supporting Data.pdf
Page 2: Total Contact Volume and Unique Customer Engagements by month. Supports: “Unique customer engagements soared from 21,600 in September 2022 to 60,200 by September 2024, marking a 2.8x increase.”
Page 3: Visual Representation of Contact Volume by Channel
Page 4: Historical Customer Effort Score Data by month. Claim: “Customer Effort Score increased from 78.8% in August 2022 to 84.5% in October 2024.”
Page 5: Phone Support Contact Volume by month, aggregated from two tech stacks used to implement offering. Claim: “We expanded our inbound phone support for Premium plan customers from a minimum viable product to a full-scale, 24/7 operation within eight months.
Page 6: Chat Average Handle Time in Minutes by Month. Claim: “We lowered our average handle time from 25.31 minutes to 22.34 minutes by July 2024, a decrease of 11.7%.”
Page 7: Table of Aggregated Raw Data from Aug 2023 → Oct 2024. Claim: “We’ve delivered an outstanding 86.1% customer satisfaction score (CSAT) across 1,081,711 interactions with an average chat wait time of just 1.78 minutes.”
Page 8: Cost per Contact by Month. (Financials redacted) Claim: We “Reduced cost per contact from $42 in December 2023 to an average of $16 in July 2024.”
Page 9: Employee Pulse Survey Engagement Scores Claim: “Employee engagement scores increased 5pts to 73% with gains in 16 out 17 areas measured.”
- 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 202 words used.
Historically, Mailchimp utilized the same approach that many companies take to achieve scale. We prioritized self-serve customer experiences in order to deflect support volume. In June 2022, we decided to double down on our commitment to exceed customer expectations and solidify our reputation as industry leaders in customer service excellence by flipping the script. We instead implemented an engagement strategy and intentionally expanded the visibility of our support options, making it easier for customers to connect with a live expert quickly, when they need it most.
For many support teams, increased volume drives increased headcount to maintain service levels. Our approach to invest in our employees first, our customers second, and our infrastructure third, led us to improve our overall network efficiency and reduced our cost per contact from $42 in December 2023 to $16 in July 2024 without increasing headcount.
We executed a unique and powerful strategy where everyone wins— We’re engaging with more customers and providing dedicated support, in more languages whenever they need us. We’re giving customers more individualized attention, and resolving their issues faster. And, at the foundation of it all we’ve maintained a high customer satisfaction and built a culture where our employees are valued and engaged.
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