At WP Engine, we’re customer inspired. Feedback from our customers directly influences what we do each day—from the features and updates we make to our platform to how we deliver WordPress expertise and technical support. We always strive to exceed our customers’ expectations.
Our technical support team is the heart and soul of the experiences our customers have with WP Engine. Our team of 150 passionate men and women work around the clock with the common goal of delighting our customers and ensuring their success. With over 40,000 customers across 138 countries, it’s a responsibility we take seriously.
Today, we’re thrilled to share that for the second consecutive year WP Engine has earned a Stevie Award, the world’s premier business award for customer service. This year, we took home a Silver Stevie Award in the Customer Service Department of the Year – Computer Software (100 or More Employees) category. Last year, WP Engine earned a Bronze Stevie Award in the Technology Contact Center of the Year (Up to 100 Seats) category.
This award is fuel for our team to continue to invest in new and innovative ways to serve and support our customers, and to continue to earn their trust and business. One way we do this is to provide help in the ways they most want to be supported, whether that’s through our Support Garage, Interactive Tutorials in our user portal, live chat, tickets or phone calls.
Offering these various channels for support has lead to some interesting discoveries.
For instance, we’ve learned that our customers prefer receiving support via live chat. Since we launched live chat support in 2013, it’s become our most popular channel—in 2015, we resolved more than 176,000 chats, compared to 133,000 tickets and 67,000 phone calls. And our live chat service consistently earns our highest satisfaction ratings. That’s why last year we extended our live chat hours to 6 a.m. to 8 p.m. Central, and plan to extend our live chat to full 24/7 coverage (just like we already do with tickets and phone calls) in 2016 to better serve our global customer base.
We also learned that some of our customers prefer to help themselves, which is why last year we launched our redesigned, data driven Support Garage, a one-stop shop for best practices, support articles, videos, and other content created by our team of WordPress experts and designed to answer most, if not all, of our customers’ WP Engine and WordPress support questions. We structured our Support Garage content by analyzing hundreds of thousands of support tickets to ensure we answer support requests right the first time, with content that is helpful and useful. We’ve also implemented an advanced analytics solution that helps us understand which support articles are best at answering our customers’ questions.
We’re incredibly proud to be recognized as a leader in delivering WordPress expertise and customer service. To have been considered for – and win! – this Stevie award is an honor that we owe to our customers. We’re grateful for the role we play in their lives, and we pledge to continue striving to exceed expectations and to continue finding innovative new ways to deliver on our support promise. Delighting customers is a 24/7/365 operation. We’re proud to be of service!
Tina Dobie is a results-driven software executive who is passionate about customer success. In her 20-plus-year career in the enterprise software, SaaS, and management consulting industries, Tina has built and led global teams to place the customer at the center of their business, while simultaneously optimizing internal operations for high growth and scalability.