At Flosum, our commitment to customer success is at the core of everything we do. We are thrilled to announce that our efforts have been recognized with a Silver Stevie Award in the Contact Center of the Year - Business Services Industries category at the 18th Annual Stevie Awards for Sales and Customer Service.
About Stevie Awards
The Stevie Awards are a prestigious honor in the business world, celebrating excellence and positive contributions across various industries. With over 2,300 nominations from organizations worldwide, winning a Stevie Award is a testament to the dedication and hard work of our entire team.
Putting Customers First: Flosum's Journey to Winning
Since the inception of our customer success program one year ago, we've achieved remarkable milestones that showcase the effectiveness of our strategies which are based on 3 essential pillars:
1. Risk Reduction of Red Accounts: Our customer success team successfully moved $7.5 million worth of accounts from red to green, demonstrating our commitment to mitigating risks and ensuring customer satisfaction.
2. Expansion Revenue: Our customer success efforts have resulted in over $1 million in expansion revenue, indicating the value we bring to our clients and the trust they place in us for their continued growth.
3. Improved NPS and CSAT Scores: Our Net Promoter Score (NPS) has soared to 57, a significant improvement from 16 last year. Additionally, our Customer Satisfaction (CSAT) rating stands at an impressive 9.7, reflecting the high level of satisfaction among our customers.
Our Mission: Beyond Stevie Awards
"At Flosum, we believe that effective customer service goes beyond resolving issues; it's about building lasting relationships and driving impactful outcomes for our clients."
- Tom Zeliff, Vice President of Customer Success at Flosum
Our customer success team embodies this ethos by proactively addressing challenges, anticipating needs, and staying truly empathetic to our customers.
Winning this Silver Stevie Award is not just about the trophy (although it's pretty cool!). This is a testament to the passion and dedication of our team, and it motivates us to keep pushing the boundaries of excellence in customer service.
To everyone who's been a part of our journey - our amazing customers, our hardworking team, and everyone who believed in us - thank you from the bottom of our hearts. Here's to many more successes together!
To learn more about our platform, book a meeting!
