Company: Cymbiotika, San Diego, CA
Company Description: Cymbiotika is a leading nutritional supplement brand known for creating pure, clinically backed formulas by combining scientific innovation with traditional Eastern medicine. Founded in 2017, Cymbiotika aims to fill nutritional gaps formed from the modern day diet. Cymbiotika is a rapid growing international company.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Consumer Products & Services
 Nomination Title: Cymbiotika
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated department, 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 department: its history and past performance (up to 200 words):
Total 141 words used.
Cymbiotika's Customer Service Department has been recognized as the Bronze winner for Customer Service Department of the Year in Consumer Products and Services! A remarkable accomplishment, the department was also named the Customer Service Team of the Year by the Business Intelligence Group.
In 2020, Cymbiotika strategically brought its customer service operations in-house, transitioning from an offshore call center to a dedicated team of 18 professionals. This move allowed for a more personalized and responsive approach to customer support.
Cymbiotika, a San Diego-based health and wellness company established in 2018, has completely transformed the industry. Their mission to empower individuals to take ownership of their health is clear by their innovative and science-backed supplements and products designed to address specific nutritional deficiencies. The department's accolades and the shift to in-house customer service reflect their commitment to excellence in serving their customers.
- Outline the department's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 229 words used.
Since July 1, 2021, our department has accomplished several key achievements:
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Customer Base Growth: Our customer base has expanded by an impressive 400%, demonstrating our ability to attract and retain a larger audience.
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Increased Customer Assistance: We started the year assisting an average of 300-400 customers per week, but now, we handle an average of 3,000 customers weekly, a tenfold increase.
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Customer Satisfaction: Our department has consistently maintained a customer satisfaction score of 89%, reflecting our commitment to providing outstanding service.
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Dixa Software Integration: Implementing Dixa software has enhanced our efficiency and improved customer satisfaction, streamlining our processes.
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Team Growth: Our team has grown from 7 to 18 members, providing the necessary resources to meet the demands of our expanding customer base.
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Product Training and Education: We have improved procedures for educating customers and providing product knowledge, resulting in increased customer engagement and satisfaction.
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24/7 Chat Support: Introducing a 24/7 chat support line allowed us to assist over 250,000 customers per month, enabling our team to be more efficient and quick to resolve tickets.
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Incentivizing Orders: We created strategic marketing campaigns and promotions to encourage customers to place orders, contributing to increased sales and revenue.
In summary, our department's achievements encompass substantial customer base growth, improved customer satisfaction, team expansion, and the successful integration of new software, all leading to enhanced efficiency and a more customer-centric approach.
- 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 12 words used.
https://www.bintelligence.com/blog/2022/4/12/here-are-the-85-names-leading-the-way-in-customer-service-in-2022
https://www.prweb.com/releases/2022/04/prweb18604453.htm
https://stevieawards.com/sales/2023-stevie-award-winners#CustomerServiceDepartment
- 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 department's past performance (up to 250 words):
Total 212 words used.
The achievements highlighted by Cymbiotika's Customer Service Department are unique and significant for several reasons. First, Cymbiotika is a relatively small and new player in the health and wellness industry, which typically presents challenges regarding brand recognition, customer trust, and operational capabilities. Despite this, the department has excelled in various aspects.
Their transition from outsourcing customer service to establishing an in-house team in 2020 is an exceptional feat. This shift allowed them to provide a more personalized and responsive customer service experience, an element other established companies struggle to achieve due to existing infrastructure and processes.
Furthermore, the Cymbiotika team was able to reduce the churn rate from 16.8% to 13.6% in 2022. In a competitive market, where the average churn rate for subscription-based companies is 20%, Cymbiotika's rate is 6.4% below the industry average, demonstrating a remarkable ability to retain customers. This achievement is especially unique for a smaller, newer entrant, as it not only outperforms industry averages but also highlights its effectiveness in building long-term customer relationships.
In comparison to both industry peers and the department's own past performance, these achievements showcase Cymbiotika's ability to not only compete but excel in a challenging market. These accomplishments underline their commitment to customer service and drive to stand out.
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