NEW YORK, 20 April, 2021 - Pipedrive, the leading CRM for sales and marketing teams, today announced it has been named a winner in the 2021 Excellence in Customer Service Award presented by Business Intelligence Group.
“We take a lot of pride in our customer service, and this award is a huge recognition for the entire team. I am so proud of the relentless hard work our team has put into striving for excellence in walking our customers through any complex issues, truly living by the mission to provide fast, useful answers with a human touch and always with the ultimate goal to assure their success,” said Mara Vicente, VP Customer Solutions, Pipedrive. “All of our Customer Solutions Experts go through extensive and continuous training, so that even in the face of complex challenges from customers, they are able to convey that the product feels intuitive and easy to use.”
In 2019, Pipedrive’s support team advanced its customer service with technology. The company combined human interaction and introducing a humanized chatbot to help triage and manage the volume of incoming conversations. This allows Pipedrive to give its customers fast and useful solutions with a human touch. With around 20,000 conversations per month, the support team at Pipedrive has achieved customer satisfaction scores consistently above 93 percent. The median response time is less than a minute, and the median first response for email messages is under one hour.
To reduce customer churn, Pipedrive has shifted from transactional support to a relational approach, where support reps worked to understand customer context and negotiate solutions to keep customers happy. Pipedrive has also created a team dedicated to help trial customers with imports, integrations and automations to guarantee conversions.
In reaction to the global pandemic, Pipedrive continued to advance its customer support capabilities over the past year. In order to maximize the team’s efficiency, special E-learning podcasts and online courses on different topics were created. Additionally, top performers were recognized with the internal Support Awards. As a result, gamification initiatives were implemented, thus further improving team collaboration, reinforcing team spirit, and ensuring commitment.
Pipedrive’s Customer Support team has more than 100 employees in four locations: Tallinn, Lisbon, Florida, and New York. All Customer Solutions Experts have gone through extensive training to make sure that they know the product inside out and are ready to solve customers’ more difficult problems. The team is available via chats, emails, and phone consultations 24/7 in English and Portugese, during business hours they help customers also in French, German, and Spanish.
Founded in 2010, Pipedrive is the first CRM platform developed from the salesperson's point of view. Today, Pipedrive is used by sales teams at more than 95,000 companies worldwide. Pipedrive is headquartered in New York and has offices across Europe and in the US. The company is backed by a majority holder Vista Equity Partners, along with Bessemer Venture Partners, Insight Partners, Atomico, DTCP, and Rembrandt Venture Partners. Learn more at www.pipedrive.com.
About Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.