GeTS wins Bronze Stevie® Award for Customer Service Management
Global eTrade Services (GeTS) was named the winner of a Bronze Stevie® Award in the Customer Service Management category in the eighth annual Asia-Pacific Stevie Awards.
Customer service is at the heart of everything GeTS does. By shifting from a reactive to proactive mindset, the Logistics Client Success Team partnered with its customers to provide functional knowledge, product expertise, technical resources, and a proven methodology for onboarding and long-term success.
In 2020, the team embarked on several major initiatives to boost customer satisfaction. Due to the COVID-19 pandemic, they adopted new processes to quickly route support requests for customers around the world to ensure continued access to the global marketplace. With an unwavering commitment to business improvement, the team dedicated resources to improving Net Promoter Score (NPS) and turned insights into action. They quickly identified and eliminated customer pain points to increase subscriber retention, optimize customer experience and share insights across the entire organization.
Here are the initiatives in detail:
- Roll-out of information library
The information library is a comprehensive knowledge base where our prospective and existing customers can access product tutorial videos, case studies and FAQs. These information are readily available at the click of a button.
- Automation of Customer Registration
By automating the CALISTA registration and carrier mapping process, carrier mapping requests are expedited, tedious and time-consuming interactions are also reduced. Key customer information will be automatically populated into prerequisite forms and templates upon registration, before being routed to the carriers for approval. This shortens the turnaround time, and our team will be able to aid at different milestones.
- 24/7 Global Customer Support
Our team is available 24/7 through live chat, providing real-time information to solve problems in a digital setting. The live chat enables the team to promptly address queries providing effective responses, and improving the response time and customer satisfaction rate. Apart from that, we also have a dedicated hotline for key accounts. Our availability acts as a catalyst in reducing the sales cycle and increasing conversions.
- Customer Satisfaction (CSAT)
A Customer Satisfaction Survey is sent out bi-annually to measure customer satisfaction. This includes identifying pain points across the customer journey and evaluating the impact of new initiatives. The team has received a consistent CSAT score of 3.9.
- Data Consolidation
Utilizing Power BI to consolidate customer data into a 360-degree view dashboard, this captures customer interactions across all touchpoints, helping our team to identify trends and patterns in their behavior to make more accurate predictions and enabling them to improve customer satisfaction.
The Asia-Pacific Stevie Awards are the business awards program to recognize innovation in the workplace in all 29 nations of the Asia-Pacific region. More than 900 nominations from organizations across the Asia-Pacific region were considered this year in categories such as Award for Excellence in Innovation in Products & Services, Award for Innovative Management, and Award for Innovation in Corporate Websites, among many others.