Every day, I feel proud to lead an incredible team that continuously demonstrates their commitment to providing exceptional support and service to our customers around the world. And it is especially rewarding when that commitment is recognized by others outside of our Ground Labs community, which is why I am thrilled to share that Ground Labs has been named the winner of a Silver Stevie® Award in the Customer Service Department of the Year category in the 20th Annual American Business Awards®.

It has been a monumental year for us on the customer service front. Despite ongoing challenges due to the pandemic and a heavy shift to hybrid remote work, we have been able to adapt our approach to meet new and ever-changing demands whilst continuing to provide service on a 24 hour a day basis to enterprise customers. For example, while we were unable to make in-person visits to customer or partner sites due to COVID-19, the team worked hard to decrease wait time for email and web queries from 43 minutes in 2020 to 24 minutes in 2021. Our customer service department also answered more than 99% of customer calls with no waiting time, and adjusted support staffing to improve response times for regional clients. These efforts resulted in increased positive customer service feedback from 99% from 2020 to 100% in 2021, and the following recognition from the award judges:

  • “Fantastic how Ground Labs Increased positive customer service feedback from 99% (2020) to 100% (2021).”
  • “These are awesome results. Good on you to adjust your support hours for your regional clients.”
  • “Increased positive customer service feedback from 99% (2020) to 100% (2021).” Flawless accomplishment for the Ground Labs team! Keep up the great work!”

We will continue this momentum throughout the next year and look for new and improved ways to be there for our customers when they need us most. As part of Ground Labs’ roadmap, the team is currently building a new customer portal which will contain a Customer Learning Experience platform where customers can obtain badges and certifications by following curated lessons and modules to ensure they are getting the best value from Enterprise Recon, one of our flagship products. 

It is an exciting time for customer service at Ground Labs, and I want to extend a well-deserved  congratulations to our customer support team. Our growth, retention and success would not be possible without you all.

For more information on the 2022 American Business Awards, please click here. To become a Ground Labs customer and get the best support on your data discovery journey, book a complimentary demo with us today.

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