A look back at our Customer Experience awards

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At Xero support, we’re constantly looking to improve and create a better experience for our customers. Some of our work is in plain sight, some not so much. From proactive messages arming our users with educational content, to better tools that enable us to provide faster and better quality answers, to the little things like keeping the team happy and fuelled with a sausage sizzle (or sarnies for our UK people).

Every now and then it’s nice to reflect on what we’ve achieved. We know we’ve got fantastic people, and we’re doing some pretty cool things for support. It’s great to be able to officially recognise that through Awards.

Being nominated for awards is fantastic for our team development. As we strive to improve our customer’s experience, we’ve become more aware of measuring the impact of changes, and reviewing how they went in order to learn for future improvements. It’s also a great way to expose our people and the way we run support to the wider customer support community for benchmarking and learning. Our CX team are often involved and attend award evenings which is a great way to celebrate the amazing work they do everyday.

Over the past few years we’ve been part of some great success stories, and that’s not by sheer luck. These include:

The International Business Awards (aka The Stevies) are where we won our first award, a Bronze in 2014. That’s been followed by a Silver award in both 2015 and 2016. These award entries focussed on our in-house staff training, opening new Xero Support offices around the world, improvements to our Direct Bank Feeds onboarding process and work done to help our Australian customers through Payroll year end.

The UK Customer Experience Awards were entered for the first time in 2016 and we made the finalist stage for all three categories we entered! We learnt heaps from the process which is another reason why we love entering awards – they’ve helped us change and improve how we do things internally. We’re excited to share more success stories when we take part in the 2017 awards.

CCiNZ is a New Zealand based people award. In 2015 Rachel Nowicki won CCiNZ Team Leader of the Year and Marian Grealis was a CCiNZ Trainer of the Year finalist. 2016 was a massive year for us. We entered six of our amazing people and all six made finalists! Our very own Marc Burborough took out the CCiNZ National Contact Centre Agent of the Year title.
Every year we’re getting better and better at what we do and how we showcase it. Bring on more awards!

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