Company: WP Engine, Austin, TX
Company Description: WP Engine empowers companies and agencies of all sizes to create, manage, and optimize their WordPress websites with confidence. We provide premium, enterprise-grade solutions, tools, and services, including specialized, industry-tailored solution suites, and developer-centric tools. Our innovative technology and expertise in WordPress have served more than 1.5 million users and customers across 1
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Services
 Nomination Title: WP Engine
- 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):
Written answers to the questions
- Outline the department's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Since July 2023, WP Engine expanded its product lineup and unified support services under one management system, bringing together individuals from around the globe and across acquired companies that include teams from Delicious Brains, Flywheel, Nitropack, and StudioPress. These efforts enabled the team to deliver efficient and timely customer support on a larger scale.
Additionally, WP Engine implemented Page Speed Boost, Health Assessment, and Site Monitoring as new services to improve customer quality of life, as well as leveraged AI-powered automation integrations to provide customers with enhanced self-help services on many support-related questions, resulting in nearly 23% of customers getting answers immediately.
Strategic service enhancements enabled the support team to scale alongside company growth while reducing customer support costs and maintaining an average of over 96% CSAT. Between July 2023 and July 2024, WP Engine’s teams completed 658,000+ live chats and 67,000+ phone calls, solved more than 100,000 tickets, and delivered on the following customer and team-inspired initiatives:
- Executed MySQL 8 & PHP upgrades for more than 450,000 websites, resulting in a 97% satisfaction rating with only a 6% contact rate.
- Achieved an industry-leading Trustpilot score of 4.7.
- Earned a 99% CSAT score for its most strategic, high-valued customer segment.
These results demonstrate WP Engine’s commitment to its customers and support team. The team has also been internally recognized with 62 promotions within the support team and 16 promotions to roles outside of the department while new global hires have extended the team’s exceptional performance.
- 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 229 words used.
Included with our submission for your consideration are the following reference materials:
- Stevie Awards WP Engine Customer Service.pdf: Outlines the highlights of our Customer Service function, including the key business drivers that our team scales to meet, recent company achievements, a taste of the customers we delight each day, and sample customer testimonials.
- WP Engine Customer Spotlight: This link directs you to our “Customer Spotlight” webpage, where you can read stories of customer appreciation for our products, company, and support service team.
- Globally Great: WP Engine is Great Place to Work Certified at All Locations: Links to our release detailing our international success through Great Place to Work awards. The article, in turn, links to stories about our specific locations in the US, EMEA & Australia.
- “Stress to Serenity: WordPress Peace of Mind” video: A campaign exploring how to manage less with our fully-managed WordPress platform that protects your peace of mind.
- “Smarter way to WordPress” video: A campaign explaining what drives our business, the value we bring to our customers, and the various technical areas in which our team provides amazing customer service each day.
- “Powering the Freedom to Create” video: Our multi-award-winning video campaign showcases the unique spirit of WP Engine and our people.
- 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.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 161 words used.
WP Engine has had a significant impact on the worldwide internet. It has grown over 14 years from a web hosting platform to a premier force for WordPress™ technologies, offering Headless Platform, eCommerce solutions, agency solutions, tools and plugins, and website speed-boosting services, all of which enhance WordPress™ performance and overall experience. WP Engine now services +1.5M users and customers and powers +3M websites globally with 8% of the web visiting a WP Engine-powered site daily.
A fundamental contributor to WP Engine’s success is its award-winning 24/7 Customer Support team, which comprises support service and WordPress™ specialists across 8 countries. Customers can depend on top-tier support, with 75% of chats answered within 10 seconds, a 99% first-contact resolution rate, and a 96% customer satisfaction rate year-over-year. This stand-out performance has resulted in a 4.7 Trustpilot score and led world-renowned brands including Dell, PetCo, Tiffany & Co, VMware, Warby Parker, Ticketmaster, FedEx, and the CMA Awards, to choose WP Engine.
- 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 244 words used.
WP Engine has stood out in a crowded marketplace by fulfilling its promises to its customers, which is proven by its accomplishments and accolades over the past year. The Support Department successfully consolidated its operations, bringing multiple acquired global companies together under one management system. WP Engine simultaneously grew its customer base by nearly 10,000 customers and handled an additional 10,000+ customer interactions from the previous year, with no drop in service quality. This customer-centered approach strengthened relationships, reinforced its reputation as an industry leader, and demonstrated that WP Engine can adapt to any challenge.
Mentioning continuous improvement is one thing, but the results speak for themselves:
- A Support Department team that attained an industry-leading NPS score of 57
- From July of 2023 to July of 2024, the customer base expanded by 18% while reducing operational costs through optimization.
- Maintained a 96% average CSAT across all departments.
Testimonials on WP Engine’s Customer Spotlights page reflect the department’s dedication and the ability to deliver tailored solutions that go above and beyond. To drive the case home, WP Engine accomplished this feat while promoting 78 team members from July 2023 to July 2024. These efforts showcase how WP Engine boasts arguably the greatest support team in WordPress and why its customers don’t just see it as a simple web host, rather, as a trusted partner for their business.
Thank you for your time and consideration of WP Engine’s submission to the 2024 Stevie Awards.
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