BOSTON, May 12, 2021 /PRNewswire/ -- For the fourth
consecutive year, Cengage has received the NorthFace ScoreBoard
Award for excellence in customer support. Based on direct feedback
from customers, this award is presented by the Customer
Relationship Management Institute (CRMI), a recognized expert in
developing and implementing customer and employee experience
management strategy programs.
"In an unprecedented year where our workforce, workplace, and
operational protocols were suddenly disrupted and reinvented, we
are proud that our support experiences have again been recognized
for excellence. Our customers faced incredibly challenging and very
different situations over the past year due to COVID-19. Our agents
were empathetic, caring, skillful, and went the extra mile for our
students and faculty in delivering top-notch support. To know we
exceeded their expectations is very fulfilling," said Jason Chin, SVP Service Experience and Digital
Operations, Cengage. "As the education industry and students' needs
continue to change, Cengage's Service Team will also continue to
evolve; we're constantly working to improve our service experience
and are committed to creating personalized experiences that help
our customers to achieve their goals."
CRMI methodology measures customers' satisfaction with services
on a five-point scale in categories including technical support,
field service, customer service, account management and
professional services. Cengage received a rating of 4.7 out of 5.0
(an equivalent of a 94 percent customer satisfaction rating).
When the pandemic began, Cengage quickly mobilized to understand
and act on what customers needed so they could maintain learning
continuity:
- In the past year, support volume increased 20 percent over the
prior year; Cengage's commitment to being student-focused and
'meeting customers where they are' allowed the Service Experience
team to support hundreds of thousands of learners, educators and
administrators through the transition to digital and hybrid
learning.
- During March and April 2020,
Cengage migrated 44,000 instructor-led classes to digital
courseware to help colleges' rapid shift to remote learning.
- At no cost to faculty, Cengage organized dozens of webinars,
bootcamps, tip sheets, and peer-to-peer faculty mentorships to
ensure faculty felt empowered and understood online and hybrid
learning models prior to the return to school in the fall; nearly
30,000 instructors and administrators have leveraged these free
training programs.
- To support students, Cengage instituted virtual office hours so
that if students had questions or issues getting up-and-running
with their digital course materials, they could hop on Zoom with a
local Cengage representative for 1:1 live support. Cengage also
added permanent tutorials directly within its digital products that
help students understand how to be successful online learners.
The shift to remote learning also accelerated the use of chat as
a primary interaction channel for support because both students and
faculty had more screen time and could multitask while interacting
with support agents. Having introduced chat support for all Higher
Education products over two years ago, Cengage was well prepared
for the increased volumes.
"The NorthFace ScoreBoard Service Award is widely recognized as
the most prestigious award for customer service excellence due to
its unique customer only vote criteria. The award recognizes
organizations that not only offer exemplary customer service but
those who have chosen to make their CX Strategy a key component of
their company's DNA," said John Alexander
Maraganis, President & CEO of CRMI.
For more information on Cengage's support services, visit:
https://www.cengage.com/services/.
For more information on awards and this year's winners, visit
https://www.crmirewards.com/.
About Cengage
Cengage, a global education technology company serving millions
of learners, provides quality digital products and services,
equipping students with the skills and competencies needed to
advance their careers and improve their lives. We serve the K-12,
higher education, professional, library, English language teaching
and workforce training markets worldwide. Our industry-leading
products and services make education more accessible and
affordable, including Cengage Unlimited, the first-of-its-kind
all-access digital subscription service. Visit us at
www.cengage.com or find us on LinkedIn, Facebook or
Twitter.
Media Contact:
Jessica
Kravet, Cengage
857.329.5416, Jessica.Kravet@cengage.com
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