At Ground Labs, we’re committed to providing exceptional support and service to our customers worldwide. I’m privileged to lead a team of world class professionals, all who have distinguished engineering backgrounds including multiple security and industry certifications, including, CISSP, ISSAP, CCNA, CompTIA, ITIL, LPIC, MCSA, and AWS.

Today, it gives me great pleasure to share that Ground Labs has been named the winner of a Bronze Stevie® Award in the Customer Service Department of the Year category in The 18th Annual American Business Awards®. This recognition is a testament to the superior service provided by our customer support team, who work tirelessly to ensure all customer needs are met, regardless of the issue or task at hand. 

While the award is an absolute honor, what matters most to me personally as head of technical support, is the work that goes on behind-the-scenes here at Ground Labs. Together, we proudly answered over 99% of calls with no wait time without a ‘first line’ of support. That means each call was answered by an experienced engineer with deep knowledge of the Ground Labs product line. This hard work has resulted in an astounding 99% customer satisfaction rate since the beginning of 2019, and a perfect 100% customer satisfaction rate in Q1 2020 — leading to the following praise from Stevie Award judges:

  • “It’s refreshing to see that over 99% of customer feedback ratings have been positive. Not an easy accomplishment.”
  • “The support team clearly does a great job taking care of their customers, as evidenced by their expertise and the increase in CSAT scores from 2015 to Q1 2020 at 100%.”
  • “Really impressive all around. From the great scores to the quick pick-ups and the lack of ‘first-line’ response. Would love to see every company do this!”

I’d like to personally thank the Ground Labs customer support team for their dedication and commitment to world class customer service. The Stevie Award is a widely accepted standard and to be recognized by them is a great honor and reflective of the high quality team we have.  

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