Company: DreamHost, Brea, CA
Company Description: DreamHost is an industry-leading, employee-owned, U.S.-based, global Web hosting and cloud services provider that offers domain name registrations, virtual private servers, Shared and Dedicated Server hosting, managed WordPress hosting, business email, custom web design, Pro Services, and much more.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries
 Nomination Title: Helping entrepreneurs find success online with a personal touch
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 149 words used.
The DreamHost Technical Support Team is composed of 135 highly trained web experts specializing in front-line customer support, operations, and management. This robust in-house team has long been a cornerstone of DreamHost's success, playing a pivotal role in ensuring seamless user experiences and cultivating long-term customer loyalty for customers who choose us to be a trusted partner for their businesses’ online presence.
Nearly half of our organization’s workforce is dedicated to providing exceptional technical support via this team.
Over the years, we’ve prioritized our ambitious "Wait Time Zero" initiative, making measurable progress toward minimizing the time that customers must wait to get assistance from our team members. Despite these improvements, we’ve maintained an impressive CSAT (Customer Satisfaction) score consistently above 90%, underscoring our unwavering commitment to customer satisfaction and operational excellence.
This combination of innovation, dedication, and a focus on results continues to set us apart in the industry.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 217 words used.
In 2024, our team reached notable milestones in customer support by enhancing self-service tools, training, and personalization. We overhauled our Knowledge Base—reviewing, updating, and reorganizing over 700 articles—leading to improved self-resolution rates and positive customer feedback. We also enhanced our “Contact Support” intake form, ensuring queries were properly tagged and routed after passing through an AI-powered tool. Self Service Resolution (SSR) started at 23% in early 2024 and rose significantly throughout the year, with a major boost following the intake form’s August launch.
We delivered 40 internal training modules, introduced a QA-focused approach, and elevated our Internal Quality Scores (IQS) by raising the minimum requirement to 90% and offering targeted coaching. Average IQS rose from 86% in 2022 to 94% by year-end 2024, while Customer Satisfaction (CSAT) stayed above 90%.
Externally, we launched a public-facing support page and began building websites for new clients at no extra cost in June, completing 100 sites in the second half of 2024 with 0% churn. Wait times also dropped drastically: technical tickets fell 70%, averaging 52 minutes, and chat wait times went from 15 minutes to three—an 80% improvement. Moreover, 56% of customers now receive help in under one minute, up from 22%.
These results underscore our leadership in customer support innovation and our commitment to delivering outstanding service experiences.
- 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.
- 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 31 words used.
Two documents are attached to this application:
- One contains screenshots of various internal metrics to validate the claims above.
- The other is an internal company announcement celebrating all of these achievements.
- 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 team's past performance (up to 250 words):
Total 238 words used.
In a competitive and saturated industry, where products often require a deep technical understanding, standing out demands more than just a great offering — it requires exceptional support and customer care. Recognizing this, our team has consistently prioritized speed and quality, creating an outstanding customer experience with a focus on key metrics that measure the customer experience, setting benchmarks that few competitors can match.
Customers who engage with our support team show significantly higher retention rates, highlighting the importance of these interactions in building loyalty. To enhance this, we streamlined support processes for faster, more responsive service. Most issues are now resolved in a single session, with dramatically reduced ticket reopen rates over the past two years—an achievement that sets us apart in an industry often plagued by delays and complexity.
Most notably, our strategy of providing hands-on assistance — including directly building websites for clients — has yielded a remarkable 0% churn rate. This level of retention is unparalleled when compared to broader web hosting industry trends, where churn remains a persistent challenge. By delivering this personalized, high-touch service, we’re not just retaining customers — we’re setting a new standard for engagement and satisfaction.
These accomplishments also represent a significant leap forward for our team’s performance. While we’ve always prioritized customer-centric initiatives, this year’s results demonstrate an exceptional ability to innovate in delivering value, cementing our position as leaders in customer support and loyalty within the industry.
| Attachments/Videos/Links: |
|---|
|
