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SignUpGenius’ Scrappy Support Team

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: SignUpGenius, Charlotte, NC
Company Description: SignUpGenius CEO Dan Rutledge founded the company in 2008 after a series of planning snafus, including a potluck mishap where everyone showed up with only chips and salsa and diet Coke. Since then, the company has evolved to help people coordinate all types of groups, from sports tournament volunteers to employee training at Fortune 500 companies.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries

Nomination Title: SignUpGenius’ Scrappy Support Team

Tell the story about what this nominated team achieved since the beginning of July 2016 (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:

SignUpGenius, the leading online sign up service for event and volunteer management, provides top-notch customer support. SignUpGenius’ support team works to provide a phenomenal user experience for up to 12 million unique users each month, embodying the company’s mission to empower world-changers by making it simple to organize groups and to treat people better than they expect to be treated.

From July 2016 to July 2017, the company’s scrappy team of six customer support analysts responded to 112,811 questions from users. The average time to first response was within five hours of the person requesting assistance. Support team analysts are successful in resolving the customer’s issue in the first response 79.8% of the time. The average time to ticket resolution decreased by 38.7% from July 2016 to July 2017. Multi-channel support is available through Twitter, Instagram, Facebook messenger, chat, phone and email, including during the evening and weekends.

This year, SignUpGenius has gained more than 740 independent reviews on the rating site TrustPilot. Out of these reviews, 85% give a 5-star rating of “excellent,” 13% give a 4-star rating of “great” and only 2% give a 3-star “average” rating. The support team regularly responds to TrustPilot reviews, as well as reviews on the rating site Capterra, responding to any concerns and noting suggestions.

In addition to a strong commitment to customer service, the SignUpGenius support team has helped initiate several interface upgrades over the past year, collaborating with the UX/UI team to employ human-centered design in order to keep the site intuitive and user-friendly.

Improvements have included:

-Redesigned landing pages of key areas in the customer journey, including the site’s Starter Kit, pricing page, blog, company press kit and resources page.

-A new header and footer to help user navigation, which contributed to a decrease in support tickets — despite traffic growth of 16 percent in 2016 to more than 66 million unique visitors.

-A Custom Theme Builder, equipping users to create their own sign up theme designs according to their needs.

-More than 350 new professionally designed multi-photo themes.

-A text messaging feature, allowing group organizers to send invitations and messages to their participants’ mobile phones.

-An integration with Zapier, giving users the option to integrate SignUpGenius data with more than 750 popular web apps such as Salesforce, Google Sheets and Constant Contact.

-A simplified sign up process that allows anyone to commit to a task on a sign up without having an account or logging in.

In the past year, the support team also regularly partnered with the marketing department to provide insights into SignUpGenius customers and execute projects such as updating FAQs, compiling site statistics and analytics and highlighting customers for potential spotlight articles. Since support team analysts are consistently in contact with the people who use SignUpGenius, they play a major role in creating blog posts and videos that shine a spotlight on the world-changing ways people are making a difference in their communities by using the site.

Continuing with the company mission to empower people to change the world by making it simple to organize groups, the hard work of SignUpGenius’ scrappy support team helped increase revenue by 63% in 2016, and unique users reached 66.4 million. In July 2017, SignUpGenius gained a majority investment from Providence Strategic Growth, the growth equity affiliate of Providence Equity Partners, to enable further growth.