ST. PETERSBURG FL March 8, 2017 — St. Petersburg-based Squaremouth has won the Gold Stevie Award for International Customer Service Department of the Year – Financial Services.
This is Squaremouth’s first International Stevie Award, and its third Stevie overall, winning Bronze and Silver Stevies from the American Business Awards in 2016 and 2014. Squaremouth, the company behind travel insurance comparison site, squaremouth.com, has also won national awards from Inc. Magazine, Fortune, and the Customer Sales and Service World Awards.
Customer Service Before the Trip: Saving Travelers Money
Led by its 24-hour customer service call center, Squaremouth’s travel insurance experts help travelers at every stage – when searching for a policy, when traveling, and when filing a claim.
The focus of the award-winning customer service team is to “downsell”, their philosophy to always recommend the least expensive policy that matches each customer’s needs. In certain cases, that means recommending customers don’t purchase a policy at all. With no commission on the line, there is no incentive to push sales.
“What customer service company tells you to sell the least expensive product? There’s not many out there,” said Squaremouth Customer Service Department Coordinator Amber Johnson. “It’s a beautiful thing.”
Customer service is a core aspect of each employee’s role at Squaremouth. Every employee in every department takes customer calls, allowing them to be more productive in their roles while staying in touch with their customer base.
Customer Service During the Trip: Portal of Information
Travelers want the ability to get help immediately while abroad, so Squaremouth designed a customer login portal with the technology to assist customers who need to use their insurance while traveling.
“With our customer portal, travelers can access all the information they need if something goes wrong during their trip,” said Squaremouth Customer Service Director Jessica Harvey.
Directly through the portal, customers can reach Squaremouth’s customer service team, find their provider’s emergency assistance phone number, or report a claim online.
Customer Service After the Trip: Zero Complaint Guarantee
Even after customers return home, Squaremouth’s customer service team helps throughout the claims process. Customers who have a complaint about how their provider handled their claim can open a Zero Complaint case for Squaremouth’s team of travel insurance experts to investigate.
Squaremouth’s team will mediate with the provider on behalf of the customer in effort to have the case resolved. If it isn’t handled 100% fairly and honestly, that provider will be removed from squaremouth.com.