Akamai, Cambridge, Massachusetts, United States: Akamai Compute Support

Written answers to the questions

Total 248 words used.

We are a global, 24x7 team of 127 employees who handle hundreds of thousands of customer interactions per year, with industry leading KPIs:

• CSAT - 90.5% industry avg. 76%-89%
• Time to First Response - 5 hours industry avg. 26 hours
• Customer Effort Score - 85% industry avg. 70%-90%
• Internal Quality Score - 95% industry avg. 89%

Our department has achieved remarkable milestones, further cementing our position as an industry leader.

1. International Expansion: We hired 15 team members across key regions of APJ and EMEA. This has enabled us to meet customers where they're at culturally, professionally, and physically. It has also helped us build a foundation for providing local language support (Mandarin, Hindi, Japanese).
2. Wider Training Impacts: Our Training team took on numerous initiatives to help support the success of our greater department, and Akamai as a whole. They:
   1. Expanded training coverage to be 24x7.
   2. Facilitated inter-departmental training and onboarding for multiple Akamai teams.
   3. Traveled to Australia to provide product and support training for 8 of our largest customers in the APAC region.
3. Operationalized Efficiency & Effectiveness:
   1. Our Training team improved average onboarding time by 32% since July 2021.
   2. Our Trust & Safety eam took over 3 abuse-related ticket categories which saves our Support team ~3,200 working hours per year.
   3. Our Support Development team shipped 305 improvements to internal tooling, data collection, and customer experience.

Additionally, we hired 78 new employees, promoted 66 employees, and increased the overall diversity within our team from 36% to 45%.

Total 81 words used.

1. Customer Effort Score - Data: This screenshot shows our Customer Effort Score data.
2. Customer Satisfaction (CSAT) - Data: This screenshot shows our Customer Happiness data.
3. Akamai - Compute Support Core Values: This document outlines our department's Core Values, which are integral to our team's success.
4. APAC Partner Training: This slide deck was provided for the partner training in Australia.
5. Shipped Improvements: This list is a high-level snapshot of some of the 300+ improvements our Support Development team was able to deliver.

Total 199 words used.

Akamai’s mission is to power and protect life online. There are three major services we specialize in for our customers: Security, Content Delivery, and Cloud Computing. We are submitting this entry on behalf of the Cloud Computing division, representing Compute Support for Best Customer Support Department in Computer Services.

Our department joined Akamai’s team in 2022 when Akamai acquired our previous company, Linode. At Linode, the Support department was a cornerstone of the business since its inception in 2003. With a rich history of over two decades, the department has evolved from a small, dedicated team under Linode, into a global powerhouse now under Akamai, known for its technical expertise, responsiveness, and high emphasis on customer advocacy.

The department is split into two separate functions, both with a unique purpose and skillset:

• Support (break/fix issue resolution, fielding customer escalations, and customer advocacy)

• Support Operations (supporting internal teams: training, development, trust & safety, community support.)

Since 2019, we have been honored by the Stevies with 12 awards, and each year we’ve been recognized with Bronze and Silver for this category in particular. We’ve yet to achieve the highly sought after gold, and we’re hoping to change that with this entry!

Total 234 words used.

These achievements are significant because:

1. They showcase our commitment to providing exceptional customer experiences. For us, everything starts with our Core Values. These values evangelize customer care, making smart decisions, being authentic, being inclusive, and having a growth mindset. Every day we seek to apply them to every aspect of our departmental roles, as well as, long term strategy and vision. This helps us to not only achieve our goals but to maintain strong KPIs while striving for bigger and better. We think we have not only achieved this, but exceeded in this effort.

2. They demonstrate a deep belief in operational excellence. In customer support, every minute matters. Every resource matters. Every interaction (with one another and customers) matters. We have to constantly be looking at what we are doing well, and where there’s room for improvement so we can make our minutes, resources, and interactions count. We’re far from perfect, but we think we’ve made those things really count this year!

3. Finally, the team’s focus on diversity and professional growth underscores our complete dedication to creating not only an inclusive and dynamic work environment, but one which reflects and celebrates the global customer base that we serve and support every single day.

We’re incredibly proud of our entire team, and hopefully you agree that these collective achievements solidify Akamai’s Compute Support department as a frontrunner in Best Customer Support Department in Computer Services.