Five roles our award-winning Customer Success team plays beyond customer service
It’s been an award-winning year here at Grovo, and last month we added one more trophy to our trophy case. This time it was our amazing Customer Success team who brought home the gold—literally—and we couldn’t be more proud.
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. Last year, the team took home the Bronze Stevie Award for Front-Line Customer Service Team of the Year. Last week, they one-upped themselves and won the Gold!
Our Customer Success team had a banner year. Some of the highlights of our success that lead to taking home the gold include:
- 12.5 million customer engagements throughout the year
- An onboarding CSAT rating of 9.3 out of 10
- Improved onboarding time from more than two months to just 28 days
- A response time of less than 24 hours for all inquiries and a 200% improvement of resolution time year-over-year
- Average Net Promoter Score of 41, compared to the LMS industry average of -23
Grovo’s superior customer service is one thing that has always positioned us above our competitors. Our customers always emphasize that when they work with the Grovo team, they know they are aren’t just working with a vendor, but with:
A business consultant
From the beginning of every customer relationship, our Customer Success Managers (CSMs) listen to their customers, understand their business and program needs, and figure out the best solution for them. At the end of the day, our customers are working towards business goals in their organizations, so results matter.
Once our CSMs understand their customers’ needs, they help strategize learning solutions that have the potential for the biggest impact. We help give our customers the tools and resources to drive successful learning programs at their companies. Effective learning experiences not only make L&D leaders look good, but also make learners feel good, too.
From creating assets to market learning internally to brainstorming ways to engage their learners, CSMs take partnerships beyond just teaching their customers how to use the product and sending them on their way. Our ultimate goal is to empower our customers to utilize Grovo to make differences and drive real change within their organizations.
The team is also especially proactive in anticipating customer needs and providing solutions to problems before they arise. And if one team member does not have the answer, they lean on other CSMs, Grovo team members in other departments, or customer examples as resources. The success of each individual customer is truly a collaborative, cross-functional effort.
Every member of the Customer Success team truly enjoys working with their customers and each other. Our CSMs strive to understand the position of their admins, to make every customer interaction a positive one, and to really get to know them as people. Just asking how their day is can make a huge difference to their customers, and that extends throughout the team as well. Each member of the CS team is incredibly supportive of one another and it isn’t uncommon to see them jumping in to help their teammates solve problems, share knowledge, develop professionally, and enjoy each other’s company outside of work, too.
Great Customer Success teams don’t just win awards for themselves, but they also lead their customers to win awards too. In addition to winning our own Stevie Award, our customers at IHG won the Gold Stevie Award for Customer Service Training Product of the Year—a direct result of integrating Grovo and microlearning into their customer service training. You can read more of their story, here, or hear it in their own words.