JACKSONVILLE, Fla. — April 12, 2023: Web.com, a leading web technology company helping millions of customers around the globe thrive in a connected world, today announced its Customer Service team has been named a winner in the 2023 BIG Excellence in Customer Service Awards for ‘Organization of the Year,’ presented by the Business Intelligence Group. For Web.com’s Customer Service [CS] team, the priority is and has always been helping owners of businesses of all sizes build a digital presence that delivers results and brings value to businesses.
This past year, Web.com revamped its Customer Service new hire training, making the effort to ensure all agents are trained properly and providing consistent resolutions to customers. The CS team is now universally skilled to provide customers with first-call resolution, eliminating the need to call back or transfer the call to another department and allowing customers to move on with managing their business. The CS team now supports customers via chat 24 hours a day, 7 days a week. Extending the chat hours has allowed the team to accommodate any customer at their convenience. The Web.com CS Team also upgraded to a new and improved email platform to better serve its customers as well as a new telephony system that provided more flexibility and improved features in the team’s chat and voice interactions.
Not only has the Customer Service team innovated and adapted these customer-first practices, but they have made major improvements in the process. The CS team has increased its service level and is able to answer contacts in 120 seconds or less, while decreasing average handle time. By helping customers quickly and efficiently, the team was able to decrease the number of repeat callers. The Web.com CS team even improved their scores of the End-of-Call survey that is given at the conclusion of an agent’s interaction and reputation scores on key sites such as Trustpilot also increased significantly, climbing from 3.2 to 3.9 stars. The focus for this team maintains the customers as the main priority.
The Excellence in Customer Service Awards celebrate those who are winning by supporting their own customers and those who are developing the tools to help others find success via superior performances. Organizations from across the globe submitted their teams’ work for consideration in the BIG Excellence in Customer Service Awards. Nominations were then judged by a select group of business leaders and executives who volunteer their time and expertise to score submissions. This annual business awards program recognizes those who are helping companies better communicate with their customers to provide a differentiated level of customer service.
Web.com is a one-stop web solutions provider helping customers reach their online and commerce goals. In a connected world, Web.com’s mission is to be a one-stop-shop for consumers providing extensive product offerings and customized support. Web.com serves businesses of all sizes with an easy-to-use, eCommerce platform, website builder, and professional services team to help customers build a digital presence that delivers results. Learn more at www.Web.com.
About Newfold Digital
Newfold Digital is a leading web and commerce technology company serving nearly 7 million customers globally. Established in 2021 through the combination of leading web services providers Endurance Web Presence and Web.com Group, our portfolio of brands includes: Bluehost, CrazyDomains, HostGator, Network Solutions, Register.com, Web.com, Yoast and many others. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. Learn more about Newfold Digital at Newfold.com.
About Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.