This week, TrustYou achieved Hotel Tech Report’s Global Customer Support Certification (GCSC) for its extraordinary investments into tools, processes and strategies to ensure the ongoing success of its customers earning the Level III certification with strong scores across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation.
The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners. In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric.
“Each company has their own unique perspective on customer support. While TrustYou checks all the boxes when it comes to traditional support and issue followup, where TrustYou's support really shines is in its relentless focus on product adoption and usage. The team has built deeply embedded resources that are always a click away for clients to learn how to use features better and expand their product knowledge allowing hoteliers to not only continue to get better results out of the product over time, but to do so on their own time,” Hotel Tech Report co-founder Adam Hollander.
"We are a team of feedback experts, and we aim to provide consultative support to our customers. Our focus is to make sure our product fits with the needs of a hotelier, and support plays a large part in that function." - Benjamin Jost - Co-Founder & CEO
The below GCSC assessment outlines the verified systems and processes that TrustYou has in place to educate, train, retain and support customers.
TrustYou's GCSC Assessment Summary
- Rubric Score: 27/34
- Certification Level: III
- Customer Orientation: Customer Centric
- Recommendation: Highly Recommended
- Support Team Size: 18
- Support Team Leaders: Katiane Di Schiavi, Director of Client Success
- Certification Period: September 3, 2019-September 3, 2020
- Support Stack: Zendesk, Jira, Confluence, Userlane, GotoWebinar
GCSC Support Rubric Section I: Pre-Emptive Support
The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources. These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients. The following are the rubric items that Hotel Tech Report has verified that TrustYou has in place for clients:
Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions.
Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge.
In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product.
In-app Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips)
GCSC Support Rubric Section II: Reactive Support
The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients. The following are the rubric items that Hotel Tech Report has verified that TrustYou has in place for clients:
Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support.
Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email)
Multi-lingual support: Vendor offers support in the languages where they have active clients (English, French, Dutch, Spanish, Italian, German, Bulgarian, Russian, Czech, Belorusian, Xhosa, Swedish, Norwegian, Slovak, Portuguese, Chinese, Romanian, Taiwanese)
Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics.
Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel.
Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld.
Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features.
GCSC Support Rubric Section III: Customer Success & Coaching
While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products. The following are the rubric items that Hotel Tech Report has verified that TrustYou has in place for clients:
Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product.
Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction.
Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product.
Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service.
Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service:
- Customer conference: Vendor produces an in-person or online user conference to build a community, share product updates and educate users on best practices.
About the Hotel Tech Report Global Customer Support Certification (GCSC)
Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners.