At Clarus Commerce, we treat customer service with the utmost importance.
We break it down into two departments. On our white label side, we partner with retailers to build custom premium loyalty programs. A big part of that is handling customer service for those programs on behalf of the retailers.
We also use our Premium Loyalty platform to power several Clarus owned and operated subscription programs. No matter which side it’s on, we strive to make our customer service process as seamless and responsive as possible.
That’s why I’m so excited to announce that our team recently won a Bronze Stevie Award in the “Customer Service Department of the Year” category for companies with less than 100 employees.
The Stevie® Awards are one of the most coveted prizes in the business world. They cover 61 categories for customer service and contact center achievements. Created in 2002, they honor and generate public recognition of the achievements and positive contributions of organizations and working professionals worldwide.
This is actually our second year in a row winning the award. Our method is simple. We listen to what our customers want.
For example, we recently implemented live chat on our owned and operated programs to get program members the information they seek quickly and easily. Some people, including myself, prefer live chat rather than email or phone conversation.
Live chat can get you the quick answers you’re looking for in a phone call without ever having to pick up the phone. Our members seem to be getting younger, so adapting to new, quick customer service methods are extremely important and something that we pride ourselves in.
Even though we respond to customer service emails within 10 hours, which is much faster than the industry standard, we can respond to a member contacting us through live chat within 30 seconds.
In addition to live chat, we noticed our members taking to Facebook more often to chat with us. We vamped up our social presence, responding to 100% of our customer service inquiries within 25 minutes. Facebook considers our page “very responsive”.
Sometimes a method of communication does not bring the volume we intended it to, like SMS. This year, we tested it, allowing members to text us their customer service questions. The volume was not as high as we thought so we decided to roll that back for now.
The Stevie Awards judges were also impressed with the overall swiftness of our response times over the past 12 months. We provided customer support for over 50 products. During that period, we:
- Answered 88.4% of all calls within 30 seconds, on average.
- Responded to customer service emails within 10 hours.
- Resolved complaints quickly and agreeably enough to maintain our A+ rating at the Better Business Bureau.
We are extremely happy to have been recognized for this award. The team’s dedication and passion for the work really embodies what Clarus is all about.
We work hard. We listen to our customers. And we have fun doing it. It makes every day coming to work enjoyable. There’s no other team that I would rather come to work with every day.
Mike Procaccini
Michael Procaccini is our Senior Manager, Customer Service overseeing owned & operated and white label loyalty programs. In addition to answering program member inquiries, Michael provides support to his team and our call center. When he's not helping members, Mike enjoys spending time with his family and friends, attending sporting events (preferably any team from NY), concerts and racing.