Signs.com - Customer Service Department of the Year
Company: Signs.com, Salt Lake City, UT
Company Description: Signs.com is the leading online provider of custom signage for your home & business. We create banners, aluminum signs, decals and much more. We offer ONE DAY turn around time on most of our products. If our clients need help, no problem! We offer free design services and world-class customer service. Signs.com is headquarted in Salt Lake City, Utah.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
Nomination Title: Signs.com
Tell the story about what this nominated department achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION
From the day it launched Signs.com has sought to make superior customer service what set it apart from its competitors. We guarantee 100% satisfaction and we work hard to make sure our customers get the best possible experience.
While we continued to focus on our satisfaction guarantee, during the summer of 2015 we internally decided to rally around this single question: “If we had the best customer experience in the world, what would we do?” During each encounter with a customer we ask ourselves that question. It has driven everything from our web design to the way we’ve configured our office space. We’ve worked hard to go above and beyond what the customer expects.
This shift toward the customer experience inspired an official change in the name of our Customer Service Department, now called the Customer Experience Department, or the CX Team. It might seem insignificant, but that simple change in title consistently reminds us that our team isn’t just support when customers need it but rather we’re responsible for providing the best experience possible through the whole process.
In November 2015, we hired a Customer Experience Officer (or CXO) to oversee our vision and continue to enhance our customer experience. Rather than relying on automated or self-service approaches to customer service, we believe that live representatives are the most effective way to help our clients. Each of our CX Representatives logged more than 50 hours of training in 2016 for a consistently high level of service. We’ve even made sure they have training in graphic design to quickly and effectively aid with design issues. Additionally, each representative was given autonomy to solve problems and make decisions for the client without manager approval.
For customers who need help on the spot, our live chat system allows us to see in real time where the client is on the website. This helps us to properly steer them through the ordering process, create or update sign designs, and answer any questions they may have. Our main goal for the 2015-2016 year was to get our initial chat response time to under 10 seconds. In October 2016, we reached that goal and now average a response time of seven seconds. That is 728% faster than the average e-commerce response time.
Beginning in late 2015, we introduced a new “ticket” system, which collects all of our email correspondence in one place. This has allowed the CX Team to help a considerable number of customers -- upwards of 46,000 since September 2015. As a team, we strive to get to each ticket answered within four hours of first correspondence. In December 2016, our average was 2.5 hours. A survey of the top 100 US internet retailers showed an average response time of 17 hours.
Customer Experience metrics are important to Signs.com and our CXRs are required to meet certain benchmarks. One of the most important CX metrics is our Shopper Approved review system. As of December 2016, we currently have over 27,000 reviews about our site and service, with an average 4.7 out of 5 review. We read every review and even make note of how many times each CX Representative is mentioned. We’ve worked hard to make our customer experience the best there is, though it takes a lot of effort on our part, seeing our customers appreciate that effort has been rewarding. We’ve received chocolate strawberries, gift baskets, and other tokens of appreciation from thankful clients. We hope you’ll consider our application for the Stevie Award. As a company, we are fully committed to providing world-class customer service. We invite you to experience Signs.com’s customer experience firsthand by visiting us at www.signs.com or giving us a call at 888.222.4929.