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

Written answers to the questions

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

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

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.

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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