Nutrisystem - Front-Line Customer Service Team of the Year

Company: Nutrisystem, Fort Washington, PA
Company Description: Nutrisystem is a leader in the weight loss industry, having helped millions of people lose weight over the course of nearly 50 years. Nutrisystem has long been recognized as a provider of high-quality customer service.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Other Service Industries

Nomination Title: The Nutrisystem Online Support Team

Nutrisystem’s Online Support Team is a nimble 15-person group that monitors and resolves hundreds of thousands of customer interactions each year. These interactions make up all aspects of the online business including chats, emails, social media, review sites and escalations seven days a week. Every day, the Online Support Team covers every customer inquiry and issue imaginable - from a health care worker sharing her favorite Nutrisystem snacks on Facebook (solution: sending her a care package with all her favorites) to a direct message on Twitter about a lost package (solution: re-shipping and crediting the lost order).

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Between July of 2019 and June of 2020, the Online Support Team handled over 285,000 customer interactions. In this unprecedented year, they have not quite experienced a “peak season” as business remained steady and successful throughout, with this army of 15 team members handling 9,138 chats, 9,527 emails, and 5,131 social engagements on average per calendar month.

Beginning in 2020, the Online Support Team took on a new role within the customer experience – review of technical issues. This involves reviewing any customers’ issues with their online accounts on both the Nutrisystem website and the NuMi® app before they are submitted to the appropriate help desk department. By doing this, the Online Support Team members can usually resolve the issue upfront without having to bring in another representative. In addition, the team has taken on tracking these issues to their endpoint in order to identify any trends – this proactive approach has improved the coaching and training of the entire customer care department.

In March of 2020, Nutrisystem transitioned its entire customer care department to work remotely, including the online support team. This move to working from home was a true testament to the strength and quality of this team – there was absolutely no impact at all on overall productivity and cohesive (virtual) working environment. Team members quickly adapted to procedural changes, scheduling of tasks and new ways to communicate with one another to solve customers’ issues efficiently and effectively.

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 team's past performance (up to 250 words):

In an unprecedented year for the world and for this business, the Nutrisystem online support team had the experience, the passion, and the skill to overperform in all areas, even when they were doing so from home. They make up a truly cohesive and fantastic team that we believe to be worthy of this distinction. Thank you for your consideration.

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 document includes customer feedback of the team as a whole as well as individuals. As you can see, the Nutrisystem online support team is an incredibly efficient and friendly group of problem-solvers. Customers note that the team took care of issues immediately, were very experienced and helpful, and provided an exceptional customer service experience overall.