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Company: Box, Inc. Los Altos, CA
Company Description: Box was founded on a simple, powerful idea: people should be able to access and share their content from anywhere. Since 2005, Box has helped more than 20 million individuals, small businesses and Fortune 500 companies do just that. We want to reinvent what businesses can do with their content through Box's content sharing platform, made for a new kind of worker, a new kind of workplace and a new
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries

Nomination Title: Box Technical Support

Tell the story about what this nominated team achieved since the beginning of July 2012 (up to 525 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:

Box was founded on a simple, powerful idea: people should be able to access and share their content from anywhere. Since 2005, Box has helped more than 20 million individuals, small businesses and Fortune 500 companies do just that.

We don’t view Support as a value-add or extension of the product, we see it as an integral and foundational component of our offering. Putting our user’s experience first – with every Box interaction - is everything. Our team has three objectives: solve user problems, advocate for their needs and amplify Box’s core values. Above all, we relentlessly pursue user delight: any channel, any hour, any need. No excuses.

The team at our Silicon Valley headquarters is staffed with talent from Stanford, Berkeley, Yale, Michigan and other top universities. We keep the hiring bar exceptionally high knowing 99% of the time the only Box employee users will interact with is with our Support team.

From day one our agents are trained to listen first. We don’t follow scripts or pre-determined flow charts. We seek to understand the user’s goal and relentlessly pursue a solution. After ninety days new hires present their early impressions to the team and engage in projects to improve and innovate. This continuous improvement approach has resulted in a reduction in First-Response times, a better Survey and improvements to our Knowledge Base.

We’ve developed a specific methodology to achieve User Delight.

We call it the S.E.A.L.S. approach:

Speed (faster is better – initial replies and resolution)
Expertise (support folks must be smartest people on the product, bar none)
Any Channel (it’s a customer’s world. They decide how to communicate, not us)
Logical Association (trending, it’s not just for fashion)
Smallest Effort (we must make a user’s life easier. Period.)

Some of the recent special efforts include:

A complete revamping of our Knowledge Base and Community Forum into a brand new Box Help Center. Design and functionality decisions were driven by an in depth analysis of how users interacted with our help pages and forums. Our goal is to provide them the option of helping themselves or each other (peer-to-peer) as well as providing easy access to the Support Team. We’ve seen success rates increase over 30% in the early implementation.

We recently implemented a program that trains our Product Management team on Phone Support. The Product team now provides live support in real-time along side our team for ½ a day a week. This has enabled us to bridge the gap between the product roadmap and user needs in a more meaningful way.

We are also in the process of piloting the expansion of two channels: Chat and Click-to-Call. Enhancements allow agents to acquire specifics about a user’s needs before the initial interaction. This minimizes frustration and arms agents with relevant information about the issue at hand.

All these efforts are aligned with our core mission of driving User Delight. Results have paid off. In the past six months, our premier offering has consistently resulted in satisfaction in the low-90s.

Provide a brief (up to 125 words) biography about the leader(s) of the nominated team:

Biography for Dave Ginsburg, Head of User Satisfaction & Support at Box

Dave began his career in consulting, working for Accenture, Scient and Sapient project managing diverse client engagements across the globe. He then led the Client Service vertical for Thomson's eLearning practice before being recruited to join GSI Commerce where he worked with clients such as Toys'R Us, Tumi, and the NFL.  Dave then built and managed the Client Service team for an interactive TV platform called Delivery Agent, collaborating with clients such as HBO, NBCU, Showtime, CBS and Discovery Channel. At Box Dave is responsible for creating the greatest Support Experience in the industry and scaling it to meet a global user base. Mr. Ginsburg holds a degree in Political Science from Vassar College.