We’re very excited at PagerDuty this week. Network Products Guide, the industry’s leading technology research and advisory guide, has honored us as a Gold winner in two categories of the 11th Annual 2016 IT World Awards®. We’ve been honored for IT Products and Services for Enterprise, as well as Customer Service Team of the Year (100 – 499 employees).
These industry and peer recognitions from Network Products Guide are premier information technology awards honoring achievements and recognitions in every facet of the IT industry. The coveted annual IT World Awards recognition program is an annual achievements and recognition awards program with active participation from a broad spectrum of industry voices.
PagerDuty was recognized for its agile incident management solution that integrates with ITOps and DevOps monitoring stacks to improve operational reliability and agility. By connecting all our customers’ systems and the people who manage those systems, businesses improve system performance and deliver a better customer experience.
We were also recognized for our exceptional customer service. Our Customer Service Team strives to create quality relationships; this goal is constantly on the mind of each team member. Zendesk states that the customer satisfaction industry benchmark lies at 96.9%. The PagerDuty customer service team has been above this for three years running. Additionally, the benchmark for first reply time is 20.5 hours, and PagerDuty has been well ahead of this consistently. In 2015, PagerDuty’s customer satisfaction rating averaged 98.6%. First reply time and total customer wait time averaged .25 and .27 hours, respectively.
We close the week thrilled with this recognition for a top-notch product and Customer Service Team that is devoted to our customers’ success. It’s a great honour to be among this list of winners and finalists.