Finalists: Best Customer Service

Support as well as service of products are critical components of any contract. For many organizations that seek out help from information security vendors and service providers, the aid they receive from customer service representatives is crucial to the deployment, ongoing maintenance and successful running of the technologies they’ve purchased.

The companies recognized in this category provide stellar support and service that contributes to customer assurance that systems and data and ultimately their people will be properly protected.

FINALIST | BEST CUSTOMER SERVICE

BARRACUDA NETWORKS
Notable: More than 350 employees serving over 200,000 customers and resolving on average 300,000 support requests per year, with each call answered by a live agent.

FINALIST | BEST CUSTOMER SERVICE

GRAYSHIFT
Notable: Servicing more than 13,000 chats and support tickets, Grayshift has a 100% customer satisfaction score and a +74 net promotor score, with chat support response time averaging to less than a minute.

FINALIST | BEST CUSTOMER SERVICE

PROOFPOINT INC.
Notable: Success indicators show a 91% customer satisfaction rating and net promoter Score of 63, with a 50% expansion of the Customer Success Management (CSM) team focused on proactive health checks.

FINALIST | BEST CUSTOMER SERVICE

THYCOTIC
Notable: Utilizing a “swarm” approach that provides many customers with a team of dedicated supporters, resulting in a 96.4% customer satisfaction score and a customer retention rate of over 90%.

FINALIST | BEST CUSTOMER SERVICE

WATCHGUARD TECHNOLOGIES
Notable: Recently launched an advanced online training hub that provides online self-led training courses, study materials and instructor-led classes.