Diligent tops “Small Business” category for continued dedication to customer support and delivery of unparalleled customer service
New York, N.Y. – Jan. 21, 2015 – Diligent Board Member Services, Inc. (NZX: DIL) (www.boardbooks.com), provider of the world’s most widely used board portal, has been awarded an International Service Excellence Award from the Customer Service Institute of America. Diligent was honored in the “Small Business” category.
A contributing factor in Diligent’s win was that some 99 percent of all incoming calls to Diligent’s customer support team in 2013 were answered directly by the support staff, up from an average of 98 percent in 2012. This was achieved as Diligent reported a 36 percent increase in the number of customers and a 44 percent increase in the number of users of the Diligent Boardbooks® solution compared to 2012.
“Winning a 2014 International Service Excellence Award is a great honor and we are proud of our team’s achievements this year,” said Jeffrey Hilk, executive vice president and director of client services at Diligent. “Delivering the highest levels of support for our clients is critical to our continued growth and success, and is as important to our business as providing a first-rate product. This award reinforces and validates our commitment to excellence.”
Immediate and live assistance is essential for the company’s clients, as Diligent Boardbooks users rely on the portal for the delivery of critical, time-sensitive materials. During 2013, Diligent’s customer service and support team enhanced its continuous coverage with the implementation of new call routing technology to answer every incoming call live 24x7x365 – without voicemail, a directory tree, or queuing.
The International Service Excellence Awards are the world's premier customer service awards with leading customer service organizations and individuals around the globe nominated to recognize their commitment to customer service excellence. The awards are judged by members of the Customer Service Institute of America and recognize excellence, professionalism and outstanding achievement in customer service.
In June 2014, Diligent won two Silver Stevie Awards for “Customer Service Team of the Year” and “Customer Service Department of the Year” at the American Business Awards. In December 2014, Diligent was named a Gold winner as “Most Customer Friendly Company of the Year” in the Best in Biz Awards 2014.
For a full list of 2014 International Service Excellence Award winners, visit: http://www.serviceinstitute.com/isea2014winners.html
About Diligent Board Member Services
Over 87,000 individual directors, executives and corporate secretaries worldwide rely on Diligent Board Member Services, Inc. (NZX: DIL) to speed and simplify how board materials are produced, delivered, reviewed and voted on. Providing the world's most widely-used board portal via iPad, Windows devices and browsers - Diligent has pioneered ease of use, stringent security, and superior training and support since 2001. The Diligent Boardbooks solution provides directors and management with immediate access to their most time sensitive and confidential information along with the tools to review, discuss and collaborate on it. It also helps administrative staff accelerate production and delivery, and corporate executives streamline board communications and decisions. For more information, please visit www.boardbooks.com.
Safe Harbor Statement
Statements made in this press release that state Diligent Board Member Services, Inc.’s or management's intentions, beliefs, expectations, or predictions for the future are forward-looking statements within the meaning of The Private Securities Litigation Reform Act of 1995. Readers are cautioned that these statements are only predictions and may differ materially from actual future events or results. All forward looking-statements are only as of the date of this press release and Diligent Board Member Services, Inc. undertakes no obligation to update or revise them. Such forward-looking statements are subject to a number of risks, assumptions and uncertainties that could cause Diligent Board Member Services, Inc.’s actual results to differ materially from those projected in such forward-looking statements. For example, if we do not successfully develop or introduce new product offerings, or enhancements to our existing Diligent Boardbooks offerings, or keep pace with technological changes that impact the use of our product offerings, or suffer security breaches or service delays or interruptions, we may lose existing customers or fail to attract new customers and our financial performance and revenue growth may suffer. Factors which could cause our actual results to differ materially from those projected in forward-looking statements include, without limitation, economic, competitive, regulatory and technological factors affecting Diligent Board Member Services, Inc.’s operations, markets, products, services, and other factors set forth in Diligent Board Member Services, Inc.’s updated Risk Factors filed as Part 2, Item 1 to its Quarterly Report on Form 10-Q filed with the Securities and Exchange Commission on November 6, 2014 for further information.