At iWave, every team member has one thing in common: a passion for helping our nonprofit, education, and healthcare clients be successful. We have a bold vision: to create a world where all nonprofits have the required funding to achieve their world-changing missions. We take pride in not only offering the best, most advanced fundraising intelligence solution on the market, but also having some of the best customer service on the planet, and by far the best in our industry. Just this month iWave was awarded a Bronze Stevie Award in the BEST CUSTOMER SATISFACTION STRATEGY category in the 14th annual Stevie Awards for Sales & Customer Service.
The Stevie Awards® for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, including the prestigious American Business Awards® and International Business Awards®.
More than 2,600 nominations from organizations of all sizes, and in virtually every industry, across 48 nations, were evaluated in this year’s competition. Winners of the Stevie Awards were determined by the average scores of more than 180 professionals worldwide on seven specialized judging committees.
At iWave, we pride ourselves on our proactive approach to customer satisfaction and success. As the company recently experienced tremendous growth, with a 52% increase in users since 2017, it was critical to develop a strategy to ensure customer satisfaction and success while retaining the growing client base. iWave always had a highly recommended Client Service department, but in mid-2017, iWave created an additional department for Client Success that would provide more frequent check-ins, offer more comprehensive onboarding, and enable more proactive support for the growing base. Since mid-2018, iWave has more than doubled its Client Success team.
In parallel to growing the Client Success team, iWave invested in new technology to complement the strategy and further ensure the success of our clients. The cornerstone investment was a customer success platform that automates onboarding, monitors client health, details product usage, and identifies warning triggers for customer churn.
In addition, a live chat platform was also implemented on both the iWave website and within the iWave platform to readily address client questions and concerns in a fast and efficient manner.
iWave’s commitment to customer satisfaction and success is reflected by the nonprofit industry and its members. Rated 9.2/10 for quality of support and 9.4/10 for ease of doing business with on G2, it is clear iWave’s dedication to its clients is felt throughout the industry.
This commitment is further demonstrated by the growth of iWave’s Net Promoter Score (NPS). Between June 2018 and December 2019, iWave’s NPS has increased by 43.5% to a score of 57, firmly placing it as the industry leader. Within the B2B Saas industry, iWave’s NPS is 90% higher than the average.
Here is what a few iWave users had to say:
“One of the biggest contributing factors to our great experience with iWave has been the level of customer care. Proactive and congenial, not pushy, super helpful. What a great team!” – Jamie Moses, The Seattle Theatre Group
“Customer support has been INCREDIBLE. Every question we have had has been answered and our feedback listened to at every step. We highly recommend iWave to colleagues regularly.” – Taylor Whitsett, The Conservancy Of Southwest Florida
iWave puts its clients first in every aspect of what we do. Every iWave team member, from product developers to client success managers, is dedicated to delivering solutions that exceed client needs and expectations. 2020 will mark another year of continued focus on customer success and satisfaction at iWave.
About the Author: Dana Prestigiacomo is the CMO at iWave. She comes to iWave with extensive global experience in all aspects of strategic marketing and marketing communications. A strategic thinker and change agent she is able to integrate strategy and tactics across functional boundaries. She has extensive experience with cloud, SaaS, software and hardware in the SMB, SME, Enterprise and International markets as well as sales, business development and account management experience.