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Company: Rosetta Stone, Arlington, VA
Company Description: Rosetta Stone is changing the way the world learns languages. Rosetta Stone provides interactive solutions that are acclaimed for the speed and power to unlock the natural language-learning ability in everyone. Available in more than 30 languages, Rosetta Stone language-learning solutions are used by schools, organizations and millions of individuals in over 150 countries throughout the world.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service

Nomination Title: Rosetta Stone: Engaging Them on Their Turf

    Tell the story about your organization's innovations in customer service since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Rosetta Stone provides interactive solutions that are acclaimed for the speed
and power to unlock the natural language-learning ability in everyone. 
Rosetta Stone learners have a dedicated customer success team providing live
guidance and encouragement every step of the way. Whether it’s explaining the
method, answering questions or just helping to schedule a Rosetta Studio
session, success associates are committed to helping learners achieve their
language goals. The Rosetta Stone Customer Success team is committed to
providing learners with a positive and successful language journey.

The company offers traditional and non-traditional means of support to its
customers so that they can each choose their preferred method of support.
Traditional methods include technical support and customer care, both online
and offline, to a cutting edge approach that leverages Web 2.0 technologies
and social media.  One of the newest additions to the company is Customer
Success, a team that is dedicated to motivating, encouraging and supporting
Rosetta Stone learners from the moment they receive the solution as well as
throughout the entire learning process.  Rosetta Stone is committed to
providing learners with a successful and positive experience with not only the
product and brand, but with Customer Success team as well.

In August 2010, Rosetta Stone became the first company to introduce a
Facebook “Support” tab, allowing customers to chat live with Customer Success
agents, easily access Knowledge Base articles and videos, and submit online
tickets.  The company monitors its Facebook wall conversations, posts and
comments in real time to appropriately route, respond and report on these
interactions, gaining a whole new level of customer visibility and
engagement.  Customers can automatically engage with the team by accessing the
Rosetta Stone Facebook Page and clicking the “Like” button.   Rosetta Stone
also communicates with its customers through other social media platforms such
as Twitter.  Scheduled Twitter chats focused on topics related to Rosetta
Stone e.g. how the product works, speech experts, linguists answering language
questions – keep customers engaged and provide pertinent information to guide
and support them as they learn their new language.

At the foundation of the company’s online support is the self-help center,
which offers a variety of self-help options, including a Knowledge Base with
over 200 articles and video tutorials, live chat with a 24-hour support
option, web tickets and an extensive download library.  In addition to online
support through the Rosetta Stone website, Facebook page and Twitter account,
customers can also access online support through the product itself.   If a
learner needs support during the learning process, there is live chat
seamlessly and elegantly imbedded into the product. 

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.internetretailer.com/2010/09/22/why-rosetta-stone-offering-customer-service-facebook

http://mashable.com/2010/08/11/parature-for-facebook/

http://www.informationweek.com/blog/main/archives/2010/12/parature_helps.html

http://www.destinationcrm.com/Articles/CRM-News/Daily-News/Parature-Announces-Facebook-for-Parature-69376.aspx

http://www.tmcnet.com/channels/customer-support-software/articles/95152-rosetta-stone-now-offering-dedicated-customer-support-facebook.htm

http://www.insidefacebook.com/2010/08/13/parature-customer-support/

http://www.baselinemag.com/c/a/IT-Management/Business-Strategy-on-Facebook-890613/

http://www.youtube.com/watch?v=AMfRh6ekg-o

    Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Jay Topper, senior vice president, is responsible for the Customer Success
organization within Rosetta Stone, including the support departments, language-
learning coaches and the customer success team. Jay joined the company in 2007
as the chief information officer and held that position through the company’s
initial public offering in April 2009.

Prior to joining Rosetta Stone, Jay was chief information officer and SVP of
India Operations for Seven Worldwide, a global pre-media company.

Jay holds a B.S. in Mathematics from the U.S. Coast Guard Academy and an M.S.
in Telecommunications and Information Management from the Polytechnic
Institute of NYU.

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