We’re celebrating a major customer service award—a Bronze Stevie® Award for the best Customer Service Department of the Year – Computer Hardware, Software and Services category in the tenth annual Stevie Awards for Sales & Customer Service! This is the fourth consecutive year our Phenomenal Care™ team has been recognized for its commitment to excellence in customer service.

The internationally recognized and coveted Stevie Awards honor businesses that excel in service and support. The Stevies are widely known as the world’s leading sales, customer service and contact center awards program.

Since our inception in 2002, AppRiver has built a 93-percent customer retention rate while growing its customer base to more than 47,000 corporate clients (and 10 million mailboxes) around the globe.

“We are thrilled that our Phenomenal Care™ team continues to receive recognition year after year,” said Michael Murdoch, president and CEO of AppRiver. “While we pride ourselves on being able to protect organizations with award-winning IT security solutions, taking care of our customers 24 hours a day, every day, is truly what sets us apart.”


AppRiver co-founders CTO Joel Smith (left) and CEO Michael Murdoch (right).

This dedication to Phenomenal Care has also been validated by two recent customer satisfaction rankings:

  • Microsoft’s Customer Experience Index: AppRiver recently earned an unprecedented 80-point score from Microsoft’s customer experience index, which is the highest score cloud services provider score evaluators have ever measured. Microsoft’s customer experience index grades companies based on their customer service.
  • Net Promoter System’s Net Promoter Score: The company earned a 75.2 on its Net Promoter Score, which predicts future growth based on customer satisfaction. This score is up from 72.1 in 2009, a clear indicator that customer care standards have remained high even as the company has grown at a rapid pace.

“In a world of off-shore call centers, detached IT Help and increasingly complicated solutions, AppRiver has given tech a name, a face, a personal touch – qualities that are increasingly rare in the Digital Age,” explains James Wirth, director of support at AppRiver.

James Wirth

James Wirth, director of support at AppRiver

We continually aim to create a positive customer experience from first contact to post-op support.  When customers contact our Phenomenal Care team, they know that the person who helps them is an AppRiver employee who is fully trained on the latest services, trends and technologies. That’s because these IT pros have been empowered to properly address customer concerns and quickly escalate more complex issues. Another advantage is that all employees have access to AppRiver University, the company’s first-class training and development program.

Other distinguishing features of AppRiver’s Phenomenal Care include:

  • Dedicated Service 24/7. US-based telephone and email support is available around the clock.  Service calls are not timed, and AppRiver will stay with the customer for as long as it takes to ensure that customer’s satisfaction, in some cases even solving non-AppRiver-related issues for them.
  • Free 30-Day Trial with No Cancellation Penalty. All services come with a 30-day free trial.  Customers are free to cancel at any time without worrying about cancellation fees or legacy costs.

To read the full press release, please visit: https://www.appriver.com/about-us/news-releases/appriver-phenomenal-care-team-wins-fourth-consecutive-stevier-award.

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