OTTAWA, Ontario — May 14, 2015 — Kivuto Solutions Inc., the world’s leading provider of hosted, flexible and scalable solutions for complex digital distribution requirements, is pleased to announce its achievement as a finalist in ICMI’s 2015 Global Contact Center Awards. Kivuto received recognition for its customer support team under the Best Multi-Lingual Support Center category.
The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the customer management industry. They are designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. For over 10 years, ICMI, the leading global provider of comprehensive resources for customer management professionals has organized and managed this awards program.
“Being chosen as a finalist is a reflection in how far we’ve come in building a world-class customer care team. I am very proud of our team and would like to thank everyone who made this nomination possible. We have learned a lot through this journey and we will build on this success to continue to elevate the quality of service to our valued customers,” said Maya Chikaishi, Director Customer & Product Support, Kivuto Solutions.
In the last three years alone, Kivuto’s Support Team has undergone significant transformations and overcome numerous challenges to bring the quality of support they provide up to the level Kivuto has envisioned. New phone and ticketing systems, major changes to management structures, additional training, creative hiring practices, concerted efforts to improve employee morale, and closer monitoring of customer satisfaction and employee performance are just a few of the steps taken toward the goal of offering the best support possible to the most customers possible in as many languages as possible.
The locally based customer care team supports nearly 25,000 web stores in 195 countries worldwide; managing programs on behalf of some of the world’s largest software publishers and educational institutions. Support is provided by phone support in 4 languages, by email in 7 languages while supporting documentation (e.g. Help topics) is available in as many as 14 languages.
In 2014, Kivuto met the standards of service defined in its Service Level Agreements 99% of the time. The average Customer Satisfaction Score (CSAT) across all categories is 90% among non-English customers. “The success rates achieved are in direct relation to the approach and culture we have here at Kivuto. In-depth training, quality management, world-class infrastructure and a positive workplace culture truly are the ingredients to this highly valued team,” says Richard White, COO of Kivuto Solutions. “Kivuto is committed to service excellence – we strive to provide outstanding customer service to meet and exceed our client’s expectations”.
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals — from frontline agents to executives — who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc (www.ubm.com), a global events-led marketing services and communications company.
ICMI is a part of UBM (www.ubm.com), a global live media and B2B communications, marketing service and data provider.
About Kivuto Solutions, Inc.
With over 17 years in the academic industry, Kivuto Solutions is the world’s leading provider of advanced digital distribution and management solutions that enable the secure delivery of digital goods to individuals, businesses, and organizations anywhere in the world. Kivuto simplifies the process of delivering any digital good to any market under virtually any terms and conditions. Over 60,000 academic institutions and departments trust Kivuto to manage and distribute software to their students, faculty and staff. The company distributes software in 195 countries and supports 14 languages. www.kivuto.com.