WP Engine - Customer Service Department of the Year
Company: WP Engine, Austin, TX
Company Description: WP Engine is the top dedicated WordPress hosting company in the world. Founded in 2012 by entrepreneur, Jason Cohen, WP Engine employees 171 people within their Customer Experience team and over 400 overall. In addition, WP Engine has recently been ranked the Top Place to Work in Austin (Austin American-Statesman).
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - 100 or More Employees
Nomination Title: WP Engine
Tell the story about what this nominated department 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: TEXT REDACTED FOR PUBLICATION
WP Engine, an eight year old company based in Austin, Texas, is the global, leading digital experiences platform for websites built on the WordPress content management system. Our Customer Experience provides 24/7/365 technical support via live chat, tickets and phone to 75,000 customers with over 700,000 websites in 140 countries.
In 2017, we experienced very strong, double-digit customer growth while scaling with barely double-digit growth in team members, and delivered an improvement in customer satisfaction. This team of passionate techs solved over 60,000 tickets, handled 63,000 phone calls, and completed 545,000 live chats. We are proud to service customers such as Under Armour, Microsoft, Country Music Awards, AMD, Motley Fool and Jobvite.
This year marked our first full year of providing 24/7/365 chat, eliminating all but Enterprise customers’ ability to create support tickets, with impressive results. Despite impressive customer growth, we decreased volumes for our least efficient and most costly support channels by 75% for tickets and 10% for phones. Although our chat volume increased by 40%, the added efficiency and quicker first response times resulted in a higher average annual NPS Score and a higher customer ticket satisfaction rate.
Ensuring a successful onboarding experience for our most strategic customers is a priority for retention. In February 2017 we improved this experience, resulting in an 85% decrease in customer time to launch and realize platform value from months down to days. This along with our maniacal focus on helping our customers win online has led to a 17% lower MRR (monthly recurring revenue) churn rate for 2017.
In addition, we provide 24/7/365 support on Twitter and Facebook. In 2017, WP Engine Support (@wpesupport) attained an 83.6% rate of inbound tweets which were positive or neutral (up from 81% in 2016). According to Hootsuite, this result is the best they have seen from a support organization.
Continuous improvement is in our DNA. Customer Experience Operations is a vital part of our org, enabling our front-line teams to operate at scale. Responsible for the policies, processes, planning, training, internal scheduling and reporting results for our support services, this team completed five major initiatives last year to drive our internal teams’ and our customers’ success:
- Launched a new internal training platform, resulting in 30% improvement in knowledge retention and accuracy for our most difficult Support topics.
- Migrated nearly 30% websites to our newest platform, increasing stability and up-time of customers, resulting in significant improvement in customer “site down” events.
- Created systematic process for scanning all customer sites for compatibility with newest PHP version, upgraded over 300k sites transparently with zero customer impact, resulting in website performance gains.
- Performed WordPress upgrades for 75K customers in 8 different months, saving our customers a combined 6M hours of developer time and effort.
- Organized the largest WordPress community WordCamp in North America, with over 2k attendees and a budget over $700k.
he leadership team at WP Engine fundamentally believes that the outcomes we have achieved are a direct result of the culture of our workplace, and in particular, led by the passion of our Customer Experience team. For the fourth year in a row, WP Engine was named a top workplace in Austin, Texas by the Austin Business Journal. We were also awarded as a Top 100 Workplace for Millennials by Fortune. WP Engine’s Customer Experience team believes that every interaction with a customer is an opportunity to listen, learn, serve and improve. Please visit our website to hear the Voice of our Customer and thank you for your consideration of this Stevie Award.