Company: Bandwidth Inc., Raleigh NC
Company Description: Bandwidth (NASDAQ: BAND) is a global cloud communications leader delivering exceptional experiences through voice, texting and emergency services. Our network, which covers 65+ countries and 90+ percent of global GDP, is trusted by hyperscalers like AWS, Google, Microsoft, and Zoom, as well as global enterprises. Our award-winning support teams help businesses solve complex challenges every day.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Telecommunications Industries
 Nomination Title: Supporting the most demanding hyperscalers with continuous innovation
- 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, 2021, 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 201 words used.
Bandwidth’s communications cloud carries the high-stakes traffic of leaders like Amazon, Google, Microsoft, Uber, and Zoom—who're groundbreaking in their domains and expect excellence. They trust Bandwidth to keep their critical lines open, to pioneer support innovation that matches their aggressive pace, and get their path-breaking solutions to market sooner.
That’s why Bandwidth’s customer support team constantly revolutionizes our service approach and technology for radically convenient, proactive, and even, customized support.
Much of it is already built into our expansive, base-level support:
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Industry guidance and advocacy
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Automation in the most tedious customer operations
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Consultative sessions on innovation & scaling
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24/7/365 phone+email support
But our support A-game also brings:
Customers hold our support in high regard for both quality (98%+ long term) and speed (97% to SLA target since 2021). We help them lean in on their innovation while delivering their mission:
“We’re off to a fantastic start in delivering hyper-personalized patient experiences and hope to pave the way for it. Bandwidth is a key force behind us in delivering our mission along with improved patient outcomes.”
-Yosi Health
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 251 words used.
Bandwidth’s customer service transformation is inextricably linked to the innovation ecosystem we’re building for our customers
“AI is transforming the customer service experience, and we’re excited to partner with Bandwidth to bring its customers rich, intuitive customer conversations with the help of Google Cloud’s conversational AI technology.”
Our top initiatives since 2021 are:
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Predictive AI-enhanced support:
Our Technical Assistance team is now backed by predictive AI to prioritize tickets and internal quality assurance across all products. We’re also arming our Customer Success PoCs with AI, to help them identify customer support friction points before they occur and solve their incidents before they escalate.
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Customizable proactive alerts:
What’s better customer support than pre-empting the need for it? That’s why we have an entirely home-grown, customizable alerting system to detect messaging delivery failures on the sending phone number level. Premium Plus customers have the option of being notified daily of failures exceeding a customizable threshold level.
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New support tiers:
Our Signature, free support has maintained a ~97% customer satisfaction score since Q3 2021. But, recognizing that not all customers are created equal, we proactively introduced Premium and Premium+ support tiers. Our most innovative and fast-moving customers have been quick to adopt these for more intense and agile support.
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Carrier-exclusive insights:
We reduce customers’ dependence on our customer service for reporting with self-serve real-time voice and messaging insights. At no added cost or time, customers can access these and proactively optimize their calling experience & usage, and monitor service health.
- 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 249 words used.
In 2022, Bandwidth’s NPS score was +43, higher than competitors.
For comparison:
Telecom median NPS: +31
SaaS median NPS: +36
Badges from customer-review sites:
4.6/5 Capterra rating
G2 Leader in CPaaS for 22 consecutive quarters
Our performance since Q3, 2021:
CSAT: 97%
Response SLAs: 97% to target
Differentiators:
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Innovation as a shared goal: Our product innovation updates, hyper-support around new solutions, and industry guidance lend customers the confidence to advance their own platforms:
“Given the rate that both of us are advancing our platforms and product offerings, it feels like there are going to be a lot of opportunities to continue innovating together. We always look forward to seeing those product roadmap updates as they usually get the gears spinning on new and exciting things we can do!” - Chronotek
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Specialized assistance teams: We become a seamless extension of the customers' team where they usually face telecom expertise scarcity— e.g. we provide a dedicated team of porting specialists and a unique Compliance Operations team (to help navigate complex global regulations), at no added cost.
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Self-serve operations automation: We've automated tedious customer operations areas, again, pre-empting the need for customer support intervention. E.g.: Ordering/porting/bulk porting numbers from our vast inventory, or completing regulatory formalities(country-wise) via the Bandwidth portal or APIs. Bandwidth's toll-free verification API automates the toll-free verification submission, at no additional cost. Customers are empowered to choose their ticket priority and make these self-serve APIs available to their customers.
- 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 24 words used.
Web links:
Bandwidth support
SharpenCX's customer testimonial
Bandwidth Partners with Google and Cognigy to Launch AIBridge, Integrating Artificial Intelligence with Contact Centres news release
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