Webs, Inc
Company: Webs, Inc, Silver Spring, MD
Company Description: Webs.com, founded in 2001 by 3 brothers, helps customers build more than simple, static web pages. Webs is focused on providing customers everything they need to grow a dynamic site with an active community. By allowing visitors to contribute by posting their own photos, videos, comments and more, they help customers attract, engage and retain an interactive audience.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Management Team of the Year
Nomination Title: Webs Customer Service Management Team
Tell the story about what this nominated team achieved since the beginning of July 2010 (up to 500 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:
Webs is the world’s largest do-it-yourself website-building solution serving
over 50 million customers, enabling small and micro-businesses to easily create
an eye-catching website. The Customer Support department at Webs handles
customer inquiries from numerous channels, including email, live chat,
self-service online knowledgebase, community forums and social media. They also
are responsible for managing Fraud Prevention, Abuse and Billing issues.
The Customer Support Management Team within the Webs organization experienced a
very challenging year, and despite these challenges this leadership team led the
Customer Support department to record performance and outstanding achievements.
At the beginning of the year, the Customer Support department supported all of
Web’s 50 million customers via email, chat and the crowd-sourced Webs Community.
Soon after, Webs was going through a period of tremendous growth, and as the
base business grew Webs acquired a second company that turned into a new product
offering (ContactMe). Due to the confidentiality of the acquisition, all
support systems, processes and resources needed to be distinctly separate from
Webs support. There were no resources to provide support for ContactMe, so the
Director and his team of managers completely set up the entire support
infrastructure for ContactMe. This included finding a CRM/Help Desk system,
developing workflows, policies and procedures, and creating over 60
knowledgebase articles.
The three members of the management team needed to complete these time-consuming
tasks in addition to their main responsibilities for the millions of existing
customers. Kate and Cory worked tirelessly day and night, 7 days a week
for over 4 months to make sure that no customer would suffer despite a heavy
workload. Astoundingly, they were able to maintain a 94% satisfaction rating
for the new ContactMe product. Added to this incredible feat was the fact that
satisfaction scores for Webs’ millions of customers rose from 87% to 98% during
this same timeframe.
Their story gets better, as do their achievements. A few months after
resources were hired to support ContactMe, Webs acquired yet another company,
Pagemodo. Support for Pagemodo was originally provided by its two founders via
crowd-sourcing only. After the product was revamped and Pagemodo2 was launched,
support responsibility was transferred to the Webs Customer Support team.
Once again, after a few short months they had to create a separate support
infrastructure for Pagemodo just like they did for ContactMe, including over 50
new self-help articles. And also once again despite their core responsibility
of managing the entire department, the managers and their teams answered all
customer inquiries for 3 months around the clock. Not only did they maintain
the high satisfaction levels for both Webs and ContactMe throughout this ordeal, they
managed to acquire a 96% satisfaction rating for Pagemodo. This is nothing
short of spectacular, given Pagemodo’s recent milestone of reaching more than
ten million monthly active Facebook users in 30 days.
And yes, there’s more: Employee satisfaction was so high that the Customer
Support department had a 0% attrition rate while doubling the size of the
department during this period. Not a single person has left the department in
over a year.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://http://webstestimonials.webs.com
http://www.interactivemediaawards.com/winners/certificate.asp?param=82788&cat=1
http://www.interactivemediaawards.com/winners/certificate.asp?param=82795&cat=1
Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:
Jerry Weinberger has been responsible for leading Customer Care organizations
for 20+ years, including multi-site operations for FedEx, MCI, Fleet Bank and
Virgin Mobile USA. His leadership resulted in customer satisfaction ratings
among the best in the industry and numerous awards for Quality, Sales and Service.
He was part of the FedEx leadership team when they won the Malcolm Baldrige
National Quality Award, and he and his team were awarded the JD Power Award for
Call Center Excellence at Virgin Mobile. PC Magazine also ranked Virgin’s
Customer Care #1 for two years straight.
Jerry currently leads Customer Service/Retention for Webs, ContactMe and
Pagemodo’s 50+ million customers.