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Zappos - Customer Service Department of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Zappos. Las Vegas, NV
Company Description: Zappos is a powerhouse name in the online retail market. With the vision of CEO Tony Hsieh, Zappos has grown to be associated with excellent customer service. The company offers speedy deliveries, free returns, and a customer service team that prides itself on helping their callers with almost any problem.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Retail

Nomination Title: Zappos

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:

Excellent customer service means going above and beyond what customers need -- more than returns on damaged goods and on to offering overnight shipping with free returns and sitting on the phone for hours to solve any customer need. Zappos was launched with their customers in mind, one of the few companies to provide fast and free shipping, and has only continued its commitment to serve customers like few companies in existence. This year, a Zappos customer service representative broke the record for the longest customer-service call, lasting 10 hours and 43 minutes. The record was covered by Jimmy Kimmel, Huffington Post and more but the Zappos customer service team doesn’t only talk, we listen.

As such, a number of initiatives have been launched as a result of customer feedback. This past year a Zappos customer service representative received a phone call from a frustrated customer who could not find shoes for her grandson with disabilities. And so Zappos Adaptive was launched - a curated collection of products specifically designed to make life a little easier for those who have challenges getting dressed. We obtained a robust and versatile product selection that includes fully reversible options; items that are soft to the touch; tagless; or free of buttons. The collection has received accolades from AdAge, MediaPost and more. A small example of how much our customers mean to us.

Outside of launching Adaptive and breaking call records, Zappos' charitable arm, Zappos for Good has found new ways to give back to the community more than ever before, the Pawlidayz campaign being one example. The Pawlidayz campaign started as a weekend where Zappos helped thousands of rescue animals at adoption centers to find their forever homes. This year, they took the success of the initiative and launched Friends on Us Fridays, expanding the free pet adoption initiative across 15 states and 36 cities nationwide from August 11 to November 24. Over the last year alone, Zappos has sponsored over 11,000 pet adoptions pushing their total pets adopted to date to be over 17,800 and counting.

Outside of the Pawlidayz campaign, Zappos for Good has led a number of other initiatives this year, including a partnership with Hunter Hayes to create The Rescue Collection, a limited line of shoes that feature artwork inspired by his music video “Rescue.” All proceeds from the shoes were donated to charitable music and to pet-related organizations. Zappos For Good also partnered with the Salvation Army and Lyft to help people affected by Hurricane Harvey. All of these initiatives and many more have awarded Zappos with the Stella Award for customer service.

Our team never settles for customer service that is good enough - we strive for more. We’re constantly searching for new ways to heighten the Zappos customer experience and bring a little bit more happiness into their lives.