CX Innovators Awards.
Celebrating CX Innovators finding a better way to put customers first.
MEDFAR aims to remain ahead of their customers’ needs. When the COVID pandemic hit in March 2020, the team needed to move agents to work from home rapidly while managing a 30% increase in support tickets. With Talkdesk, MEDFAR was able to make the transition within 24 hours, with agents onboarding and able to take calls in less than 20 minutes, and average speed of answer (ASA) has decreased by 93%.
Vivino empowers people everywhere to enjoy wine to the fullest, by creating a unique shopping experience using community data, making wine discovery and purchase fun, accessible, and effortless for wine drinkers of every level of expertise. Vivino’s CX vision to “always put the customer first”, took on a new meaning in 2020. With sales tripling due to the global pandemic and shelter in place orders. Vivino moved quickly to quadruple its customer service headcount to 200 agents, in an effort to handle the surge in contact volume. From April to December, order related inquiries increased by 60% in comparison to the previous year. Due to Talkdesk’s cloud contact center solution’s exibility, Vivino was able to scale headcount, onboard and train new remote agents effectively and efficiently, while posting their highest customer satisfaction score ever in the fourth quarter of 2020, 4.41 out of 5.
Gant Travel’s CX vision is to become our customer’s last best experience. The Gant Travel team nominated Debbie Pierro VIP Travel Consultant for the CXcellence award for outstanding customer service! Debbie consistently goes above and beyond to support VIP travelers. She ensures their travel needs are met and expectations are exceeded throughout their journeys. During the covid pandemic, Debbie expertly handled complex executive travel requests (one of which involved multiple engine fires and delays due to covid requirements, everyone is just fine!) and provided much appreciated guidance to Gant’s VIP customers.
Gant Travel’s CX vision is to become our customer’s last best experience. The Gant Travel team nominated Team Lead Robert Del Villar for the CXcellence award for outstanding customer service! Robert recently played a significant role in the transition from one booking system to another, proactively identifying areas for improvement and communicating with other teams to ensure resolution. Robert is a self-starter, innovative, and collaborative. He regularly handles 200-300 travel reservations a shift, resolving issues so customers have the best experience possible!