Customer Experience, Service & Success

Broadvoice Wins 2024 Excellence in Customer Service Award from BIG

The Broadvoice Success Program Recognized for Superior Performance Third Year in a Row

Broadvoice, an omnichannel contact center platform and unified communications provider for small and mid-market enterprises and BPOs, announced it was named a recipient of the Business Intelligence Group’s (BIG) Excellence in Customer Service Award for its Success Program. This is the third consecutive year the program has won the award.

The Excellence in Customer Service Awards recognize the top companies, executives and products that are leading the way in customer service excellence. The Business Intelligence Group previously awarded Broadvoice’s cloud-native contact center platform, GoContact, with a 2024 BIG Innovation Award for bringing new ideas to life in innovative ways.

“At Broadvoice, every customer matters, whether they are a small communications deployment of 5 agent seats or a larger 500-seat implementation. Our goal has always been to simply delight our customers,” said COO Herb Pyles. “Customer satisfaction is the key metric we use to measure our success. This award, along with our customer CSAT and NPS scores—which are industry leading—and our customer orientation and nurture ratings, confirm that we are achieving what we set out to do with the Broadvoice Success Program.”

In 2021, Broadvoice set a new standard for UCaaS implementation and adoption with the launch of its 90-day Broadvoice Success Program backed by a dedicated Customer Success Orientation Team. During the critical first three months of onboarding, every customer, regardless of size, is assigned an orientation specialist to ease the learning curve, ensure the system is correctly set up and help them embrace and understand the platform’s full functionality. Since the program launched, Broadvoice’s latest CSAT rating has climbed to 95% and recorded an NPS score of 8.

“In today’s dynamic environment, customer service teams and suppliers have had to adapt significantly,” said Maria Jimenez, Chief Nominations Officer at the Business Intelligence Group. “We’re thrilled to recognize Broadvoice for their exemplary leadership and impactful contributions to improving everyday lives.”

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