Company: UserTesting, Mountain View, CA
Company Description: We help companies eliminate bad user experiences. Bad experiences on websites and apps, and in the real world, aren’t just frustrating for customers, they’re costing companies millions of dollars a year. At UserTesting, we make it easy for you to get on-demand feedback from your target market—wherever they are—so you can protect your brand, boost conversions, and provide amazing experiences.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - Up to 100 Employees
 Nomination Title: UserTesting
- 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 department, OR written answers to the questions? (Choose one):
A video of up to five (5) minutes
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 175 words used.
Following the merger of UserTesting and UserZoom, our Customer Support Department has evolved significantly through strategic integration and innovation, enabling us to support a larger, more diverse customer base. Merging support teams with different approaches required us to realign our processes. We established new escalation protocols, cross-trained agents to support new platforms and features, adopted a 24/5 support model across all platforms, and unified all agents under a new multi-tiered support system.
Within the Contributor Support segment, we embraced an expanded role as advocates for our testers, leveraging our understanding of their issues and feedback to provide valuable insights to the Product Team. This ensured that tester needs were fully considered throughout the development cycle for new or updated features. Meanwhile, our Research Support team introduced streamlined workflows that increased platform engagement, demonstrated the value of our consultations, and boosted customer satisfaction.
Together, these initiatives have transformed our department into a cohesive, customer-focused unit that seamlessly combines agent expertise with proactive support strategies, delivering exceptional service and measurable impact for our users across all touchpoints.
- 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.
Customer Service Department of the Year Video
- Outline the department's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 202 words used.
Since July 2022, our Customer Service Department has achieved significant milestones. The customer-facing Support Team reached a record-high 99.27% CSAT score in September last year and maintained a combined 98.65% for 2024. We enhanced agent training resources, optimized workflows to improve response times, and integrated Zendesk with Jira, Confluence, and Salesforce to streamline cross-team collaboration. Additionally, AI continues to be implemented to help with account creation, chat, analyzing large amounts of key data, etc. In 2023, the team was recognized with Silver and Bronze Stevie Awards for front-line service excellence.
The Research Support Team’s dedication to proactive, personalized support is reflected in its 99% CSAT score and 100% follow-up rate on all consultations. To further engage customers, the team was able to complete over 2,500 research consultations, conduct 15 targeted workshops for specific customers, and host multiple webinars—all designed to enhance customer engagement and satisfaction through tailored assistance.
Within the Contributor Support Team, we've expanded to support a significantly larger and now combined panel of testers. By advocating for their needs and consulting with our Product Teams on internal projects, they were able to ensure that real tester insights were incorporated into product development, resulting in better aligned solutions.
- 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.
- Customer Service Department of the Year Video
- Customer Support Department Team Metrics
- 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 233 words used.
Our Customer Support Team’s achievements stand out in the industry, with a record-breaking 99.27% CSAT score, far exceeding the typical industry benchmark of 76% (per Retently.com). This high satisfaction level, combined with two Stevie Awards, highlights the tangible impact of our initiatives. By promoting top agents, enhancing training resources, optimizing workflows for urgent tickets, implementing AI to manage routine tasks, and integrating tools like Jira, Confluence, and Salesforce, we have significantly improved both the quality and efficiency of our support. These enhancements allow agents to focus on complex issues, establish new internal standards, and surpass previous performance levels in service efficiency.
The Research Support Team exemplifies the power of proactive support, maintaining a 99% CSAT score and achieving a 100% follow-up rate on all consultations—ensuring every interaction leads to actionable and valuable guidance. By completing over 2,500 research consultations, along with targeted workshops and webinars, we engage customers at a level that most companies in our industry do not reach.
For the Contributor Support Team, our role evolved post-merger to become advocates for the now significantly larger tester community. By integrating tester feedback into product development, we created a unique level of alignment with real user needs—offering consultative insights that go beyond typical industry practices. By representing tester perspectives throughout the product development, we enhanced both our products and our industry standing, setting a new benchmark for user-centric product alignment.
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