Delta Faucet Company - Customer Service Department of the Year
Company: Delta Faucet, Indianapolis, IN
Entry Submitted By:BARKLEY
Company Description: Delta Faucet exists to transform people’s daily lives with water. Through human-led innovation, we design groundbreaking fixtures for all facets of the home that power meaningful, lasting change. For more information and to learn about our smart technologies, visit DeltaFaucet.com.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Consumer Products & Services
Nomination Title: Delta Faucet Company
The Delta Faucet Company Consumer Support team is responsible for managing all communication lines with product end users. Being available to the general public, this Consumer Support team manages several Delta Faucet Company communication channels, including:
- Consumer Support Phone
- Consumer Support Email
- Consumer Support Chat
- Partner retailer sites
- Social media accounts
- Google Reviews
The Consumer Support team successfully engages across these channels by enacting Consumer Support Agents who interact with consumers on an individualized basis and actively evaluate incoming data to make product and service optimizations.
Outline the department's achievements since July 1, 2019, that you wish to bring to the judges' attention:
Delta Faucet Company has made considerable investments in their Consumer Support team since 2019 to make their customer resources stand out from competitors.
The Consumer Support team launched an all-new online Help Center. This virtual library houses Knowledge Articles that clearly outline troubleshooting steps. The Help Center is organized by topic and top articles as well as a search feature.
A second recent improvement has been the addition of a new chatbot feature. The automated tool quickly connects a consumer with the correct Knowledge Articles.
These two major service line improvements have added sizable consumer support capabilities on top of existing tools.
Explain why the achievements you have highlighted are unique or significant. If possible, compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):
Delta Faucet Company’s consumer support improvements have significantly boosted their performance metrics. One key indicator is their customer satisfaction response rate. Delta Faucet Company consistently sees a 20% survey response rate from consumers, as compared to the industry standard suggesting above-average consumer outcomes. Email response time is another strong performance indicator, with the team responding in under 8 hours.
Considering business performance, data collected by the Consumer Support team has tangible effects on Delta products. One example of this is the engineering improvements to Delta’s Touch2OÒ Technology; when Salesforce data alerted the Consumer Support and engineering teams to above-average product complaints, the Delta engineering team was able to quickly react with technology improvements which are still in effect five years later.
The achievements of the Consumer Support team are significant when considering the breadth of partner retail sites the digital engagement team manages. As the manufacturer, not retailer, Delta sells across multiple consumer retail channels, managing consumer ratings and complaints on all sites.
Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
The attached Consumer Service Team deck includes:
- Website Customer Support tools:
- Help Center, including Knowledge Article featured topics, top trending articles and access to the chatbot
- Knowledge Article, including example troubleshooting video and access to the chatbot
- Delta Chatbot, including example recommended Knowledge Articles