At Suzy, we believe Customer Support is more than just the lifeline between businesses and their customers; it’s the foundation upon which all of a company’s success, growth, and stability can exist.

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Over the past year, our Customer Support team has transformed the way Suzy operates with a number of exemplary new strategies for maintaining both customer experiences. That’s why we’re proud to announce that Suzy was recently named a winner of the 2020 Excellence In Customer Service Award, as presented by the Business Intelligence Group.

Our Support team has an especially important role within Suzy, as they handle not only our rapidly-growing roster of over 200 corporate clients, but also the proprietary consumer network that powers our real-time insights platform.

Below, Chief Client Officer Sofia Hernandez explains Suzy’s core ideals:

“The best companies are ‘customer-obsessed,’ and able to make their clients feel like they're being serviced with white-glove treatment whether they're engaging with a Customer Success Manager or a widget on our site. It’s something we strive for every day at Suzy, and I’m happy to see our efforts recognized by outside organizations like the Business Intelligence Group.”

Some of these efforts and achievements include:

• Beta testing new methods for approaching feedback, platform troubleshooting, and escalating bugs.
• Creating a dedicated self-service knowledge base to reduce the demands on our Client Success team.
• Maintaining a net promoter score (NPS) of 76 and a 90% customer satisfaction among our B2C clients.
• Streamlining our B2C first response time from 48 hours to 8.7 hrs.
• Eradicating a large backlog of support tickets.
• Partnering with Birmingham Bound to create a new satellite office of remote workers in Alabama.

Here’s what Brit Hudgins, Director of Customer Support at Suzy, had to say about her team’s accomplishments:

Our team exemplifies what it means to help transform a company. Between working long hours, answering as many customer questions that they can, and diligently making sure our quality is top-notch, this team has grown and solidified its value across the company. Their hard work creating a strong support department has ensured that our customers have the best experience possible and sets the company up for future growth and success.

To learn more about the important function that Customer Support serves at Suzy, check out Brit’s recent essay on the Suzy Product Team website, “Support As A Driver For Company Growth.”

For answers to more specific questions about how Suzy works, contact us here.

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Suzy™ is a real-time market research platform.  Whether you’re a novice or an expert researcher, Suzy™ helps you make better, faster, more data-driven decisions. Our platform combines advanced research tools with the highest quality audience to deliver trusted insights in minutes.

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