Diligent, a company that claims to be the creator of the world’s most widely-used board portal was recently named a category finalist in The Independent’s U.K. 2014 Peer Awards for Excellence. The company was among the top three in the customer service category in the Customer Engagement Peer Awards.
Diligent’s constant efforts toward improving its customer service have resulted in a customer satisfaction rating of 4.8 out of 5. The professionals in its support centers in the U.K., U.S. and New Zealand are on their toes round the clock to provide prompt responses to the company’s customers, which include the board directors of FTSE 350 companies, as well as private and public sector organizations. All these efforts have also resulted in a customer retention rate of 97 percent.
“We’ve always had a clear vision that we’re not just a technology company, but a service company,” said Charlie Horrell, managing director EMEA at Diligent, in a press release. “Our customer service sets the highest standard in the industry. Our team goes above and beyond the expectations of our clients, and service runs through the DNA of the company.”
Over 3,500 boards and more than 82,000 users rely on Diligent Board Member Services, Inc. to speed and simplify how board materials are produced, communicated and viewed. The company’s offices are located in New York (headquarters), London, Sydney, Christchurch, Singapore and Hong Kong.
“When we developed our customer support strategy, we started by thinking like our users: what level of support do they want, during what times, and delivered in what way, rather than starting with what we could easily or cheaply deliver,” said Horrell. “This led us to find innovative ways to provide a high-quality, consultative support. We have a global attitude to customer service: all our employees will help any customer in any part of the world, at any time.”