Company: UserTesting, Mountain View, CA
Company Description: We help companies eliminate bad user experiences. Bad experiences on websites and apps, and in the real world, aren’t just frustrating for customers, they’re costing companies millions of dollars a year. At UserTesting, we make it easy for you to get on-demand feedback from your target market—wherever they are—so you can protect your brand, boost conversions, and provide amazing experiences.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Customer Service Training or Coaching Program of the Year - Technology Industries
 Nomination Title: Fast-Track Training: Empowering Support Excellence
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, 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 organization: its history and past performance (up to 200 words):
Total 149 words used.
The Support organication has had a history of challenges with onboarding and ongoing training that stemmed from unstructured and inconsistent processes. Onboarding durations often exceeded eight weeks, leaving new hires struggling to adapt to their roles and daily tasks. Managers were also heavily involved in one-on-one trainings, which diverted their focus from broader team leadership and productivity.
Scattered, outdated resources further compounded the difficulties, leading to inefficiencies and inaccuracies that hindered both new hires and existing agents. Ongoing training beyond the initial onboarding was limited, making it harder for agents to stay updated and effective as the company and organization grew. These challenges created additional strain on agents, as they had to address questions stemming from incomplete or outdated training information, impacting overall productivity and consistency.
As the organization expanded, these inefficiencies became increasingly problematic, highlighting the need for a more cohesive and scalable approach to onboarding and training.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 170 words used.
Since July 2022, we have transformed our onboarding and training processes to create a more efficient and collaborative Support organization. By consolidating resources and developing interactive, self-paced onboarding modules, we empowered new hires to independently complete learning activities, watch training videos, and take quizzes. This approach streamlined onboarding, reducing the timeline to four to six weeks while accelerating team integration and cohesion.
To ensure agents stay informed and up-to-date, we not only optimized our internal knowledge base, the Support Wiki, but also developed ongoing training modules. These resources provide continuous learning opportunities, equipping agents with the latest knowledge and skills to deliver high-quality support. This structured approach to training freed managers to focus on broader team productivity while maintaining consistency across the organization.
Further enhancing collaboration, we introduced the Peer 2 Peer Program, which fosters a supportive learning environment where team members share knowledge and help each other grow. Together, these initiatives have modernized our training approach, creating a more agile, informed, and cohesive team prepared to meet evolving challenges.
- 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 22 words used.
Reference Material:
- Retently 2024 CSAT Benchmark
- UserTesting Support Training Metrics
- Pulse Enablement Survey Results
- Customer Communications Training Feedback
- Flex POC Training Feedback
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 193 words used.
These achievements set the foundation for us to navigate a major organizational merger with exceptional results. Previously, onboarding and training were disorganized and lengthy, leaving new hires underprepared and managers overburdened. By overhauling these processes, we reduced onboarding times, created the structured Support knowledge base, introduced ongoing training modules to keep agents up-to-date, and strengthened collaboration through the Peer-to-Peer Program, which allows team members to share knowledge and support each other’s growth.
These improvements prepared our team to seamlessly support three platforms and master a multitude of new tools during the merger, ensuring agents delivered exceptional support. Despite the challenges of combining two teams, we achieved a record-high Customer Satisfaction (CSAT) score of 99.27% in 2024, far exceeding the U.S. SaaS industry average of 76% (Retently).
Our training programs have also influenced other departments, like our Sales and Customer Education teams by using our training modules and formats as templates to improve their onboarding. This cross-departmental adoption underscores the unique significance of our achievements, setting a new standard for training. These advancements not only ensured our success during the merger but also established a strong foundation for future growth and adaptability.
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