Cvent Wins 2009 International Customer Service Excellence Award

  • Cvent
  • 11.30.09
Cvent, a leading provider of online event management software, event sourcing (eRFP) and Web survey solutions, announced that it has been recognized for exceptional service at the 2009 International Service Excellence Awards.

The Customer Service Institute of America (CSIA) issues these awards annually to acknowledge the leading service providers across the globe. Cvent’s Client Services Team won the award for excellent service in the category of Contact Center. This year, fellow winners of the International Service Excellence Awards include FedEx, Disneyland and Virgin Airlines. According to the CSIA, “These awards are the world’s peak customer service awards with leading organizations and individuals around the globe being nominated in a variety of categories to recognize their commitment to customer service excellence.”

Manjula Aggarwal, Cvent’s senior vice president of client services, said, “Cvent has always considered client service to be our core strength and critical to the success of our business. In the enterprise software industry, it is essential that we provide superior support and guidance to our users.  We’re proud of the fact that over ninety percent of calls into the Cvent client services team are answered within 90 seconds or less because we have the utmost respect for our clients’ time. Currently, we have the highest ratio of customers to customer care staff in the industry, with one client services rep to every fifty customers.  Our team provides customer care 24 hours a day, 5 days a week, with additional support on weekends, to our clients all over the world. It is truly an honor to be recognized for our efforts in providing consistent, top quality service, and we thank the CSIA for this award.”

The judging criteria for the International Service Excellence Awards are based on the International Customer Service Standard (ICSS), a rigorous business tool designed to guide organizations in delivering the highest level of service.  The CSIA judging panel cited Cvent’s outstanding energy, employee morale, exceptional phone support and superior product knowledge as the key reasons why Cvent stood out from the other organizations that the CSIA evaluated.  Additional factors that contributed to Cvent‘s award included the company’s customized approach applied to every customer interaction, the education and professionalism of the client services team members, and the partnership mentality that is established with each Cvent customer. Christine Churchill, the executive director at the CSIA, said, “Cvent’s efforts to educate its clients on the Cvent product lines and best practices equates to more empowered customers and a reduced call volume into the client services department.  One of the reasons our panel awarded Cvent with this award was the company’s ability to maintain its culture and vision despite its exponential growth.”

Founded in 1999, Cvent has over 500 employees worldwide. Cvent offers Web-based software with features including meeting site selection, event sourcing, online event registration, event management, event Web site creation and web surveys. Cvent helps over 20,000 planners in 29 countries manage 200,000 events, surveys and e-mail campaigns per year. Cvent has processed $1 billion in online payments and has managed over 10 million event registrations and survey responses for its clients.

The Customer Service Institute of America is a professional body of choice for customer service leaders across the United States. The Institute has the exclusive North American rights to distribute and certify organizations to the International Customer Service Standard (ICSS).

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