Sigma Honored as Gold Stevie® Award Winner in 2024 American Business Awards®
2024年4月30日 - 9:35PM
ビジネスワイヤ(英語)
Sigma’s innovative Customer Support Team was
recognized with the Gold Stevie Award for Customer Service Team of
the Year
Sigma was named the winner of a Gold Stevie® Award in the
Customer Service Team of the Year category in The 22nd Annual
American Business Awards®. The award was received in recognition of
the Sigma customer support team’s exceptional adaptability,
efficiency in enhancing service capabilities, and their effective
use of leveraging Sigma’s own proprietary cloud analytics solutions
to manage and scale support operations.
The American Business Awards are the premier business awards
program in the U.S. More than 3,700 nominations from organizations
of all sizes and in virtually every industry were submitted this
year for consideration in a wide range of categories.
Using Sigma’s own business intelligence product and expertise in
the data space, Sigma’s support team is uniquely positioned to
connect and aggregate data, optimizing the support experience in a
way most companies and teams cannot. As one judge commented, “Sigma
Computing’s customer service team showcases remarkable innovation
and efficiency, leveraging their own product to optimize support
and forecast needs. Their dedication to continuous improvement,
evidenced by impressive metrics such as a 97% CSAT score and
42-second average response time, sets a high standard. The team’s
proactive approach to identifying and addressing product friction
points is commendable.”
“Having in-house data expertise together with the ability to use
our own product puts Sigma’s support team in a unique position to
leverage data and analytics,” said Nectar Goshen, Sigma Vice
President of Technical Support. “Our philosophy at Sigma is that
great support is an inherent part of the product, and I’m excited
that we could put all of these capabilities in place to deliver
against that.”
Sigma’s customer support team was also recognized for their
excellence in adaptability, supported by their demonstrated ability
to appropriately increase the level of support when faced with the
challenge of a 99% increase in Sigma’s customer base year over
year.
Another judge commented on this optimization noting, “When faced
with increased support demand due to a significant rise in their
customer base, the Sigma support team utilized their product to
model and scale their growth effectively. They implemented various
strategies, including creating live dashboards, setting up email
reports, collecting metadata from support tickets, and involving
Support Engineers in engineering planning meetings. These efforts
led to impressive metrics, such as a customer satisfaction rating
of 4.84 out of 5, an initial response time averaging 23 seconds,
and an average time to resolve of 1:08 hours.”
“Achieving the highest category recognition in this prestigious
award speaks volumes to the power of Sigma’s customer support team
and the high level of talent within the organization,” said Mike
Palmer, Sigma CEO. “When an enterprise becomes a Sigma customer,
their organization can be confident they’ll be guided and supported
by customer-centric Sigma leaders and real people every step of the
way.”
Committed to continuous improvement, Sigma’s support team is now
focused on introducing AI and workflow optimizations, adding
additional proactive monitoring and efficiently expanding into new
time zones.
For more information on Sigma’s unique user community, a place
where users are empowered to explore, ask questions of our data,
interact with other users and share knowledge, visit
https://community.sigmacomputing.com/.
ABOUT SIGMA
Sigma redefines business intelligence by enabling instant,
in-depth data analysis on billions of records through an intuitive
spreadsheet interface. Its write-back capability and comprehensive
support system accelerate organizational growth and innovation.
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version on businesswire.com: https://www.businesswire.com/news/home/20240430461999/en/
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