Sontiq, Inc. - Customer Service Department of the Year
Company: Sontiq, Inc., Nottingham, MD
Company Description: Sontiq is a high-tech security and identity protection company arming businesses and consumers with award-winning products built to protect what matters most. Sontiq provides a full range of identity monitoring, restoration, and response products and services that empower customers to be less vulnerable to the financial and emotional consequences of identity theft and cybercrimes.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Consumer Products & Services
Nomination Title: Sontiq, Inc.
Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the achievement since July 1, 2018 of the nominated customer service organization, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words
In August 2018, EZShield acquired IdentityForce to create a unified powerhouse in providing the industry’s top-rated digital identity theft protection and cybersecurity solutions.The two companies help businesses and individuals be less vulnerable to the financial and emotional consequences of identity theft. In June 2019, the two brands aligned under a new company: Sontiq. Delivering consumer products through multiple channels as the organization continues to grow, Sontiq’s leadership team has invested time, resources, and talent in making sure its customer service department is second to none.
Whether it’s recommendations around new services or feedback leading to product improvements, Sontiq’s customer service department works around the clock to respond and help address any inquiry through any channel — email, phone support, live chat, or social networks. Even snail mail is accepted (and receives a rapid response as well!) After a support call, customers receive an email requesting a brief customer service evaluation encouraging feedback on the experience. The customer service department also distributes engagement surveys, enabling the collection and response to all customer feedback. As a result of its focus on customer responsiveness and resolution, Sontiq’s brands have earned an A+ rating from the Better Business Bureau.
Sontiq’s customer service team is committed to making sure the customer feedback loop is closed, while converting the customer voice into frontline action. Sontiq’s Net Promoter Score® (NPS) is a perfect example. Using a traditional NPS model, Sontiq separates its customers into three groups — promoters, passives, and detractors — enabling an immediate understanding of where a customer's experience was a success or a failure, and why. The company’s NPS is 77, which is considered excellent; the average NPS score in its industry ranges between 20 and 30. Sontiq’s NPS score is based on nearly 3,000 surveys completed in 2019. The company’s Customer Satisfaction (CSAT) score is 9.4/10 through the end of 2019.
In order to fully ensure that the customer’s feedback loop is closed, the customer service department calls any customer who has had a negative experience or has completed a negative survey. Sontiq attempts to resolve customer issues and address what went wrong directly and immediately.
Sontiq is a leader in mobile security and identity theft protection for consumers, and one of the largest drivers of customer interactions are the alert emails its members receive, urging them to review their account information by logging into their member dashboard. Customers were frequently reporting that the alert emails were too vague, creating a negative reaction and an uptick of customer service calls. The company was able to design a more user-friendly experience for alerts, providing customers with self-help scripts and tutorial videos online.This resulted in fewer calls into support centers and an improved CSAT and NPS score on all “alert” email interactions.
Customer feedback also drives Sontiq’s product improvements and innovation around development. Throughout the year, interdepartmental meetings are held to discuss the Voice of the Customer (VOC). All teams are represented, including Product Management and Development. During these VOC meetings, internal teams review scores, qualitative feedback, trends and then factor customer data into how products will be improved and/or developed, giving the VOC direct impact on product roadmap decisions and priorities. Sontiq also promotes “departmental ride-alongs” which encourage outside departments to sit side-by-side with the customer service department in real-time in order to fully understand the impact that products and processes have on the end-user.
Cybercrime is the biggest threat to companies globally, and identity theft is a large part of the fallout. Sontiq’s combined expertise of 60+ years and superior CSAT ratings enable the company to provide the strongest digital security measures and protection available. That’s their commitment to consumers, organizations, and partners. The company listens to its customers’ needs and transforms their feedback into actionable product innovation and solution improvements. Sontiq continues to make the customer the center of its ID protection and digital security universe.