The Code Council continues to make customer service
the centerpiece of its strategy towards growth, working together to enhance the
By the Numbers Recap: Customer Service
Customers assisted by phone k +
Chat volume up over %
Email conversations k +
Email rating of GREAT %
Emails answered in 3 hours /3
"Thank you for the quick action. It is much appreciated. The
understanding attitude and support from the IAS team as is much appreciated.
Looking forward to more projects with you and strengthening our relationship.
Wishing you a Good day."
"COVID-19 has created unexpected change in all of our personal
and business lives. I can't express to you how much the assistance
of Shanelle meant to me. This just goes to show that even under
strained circumstances, great employees continually do great things."
"I can go on about the fabulous experience I had but will limit
to thank you for having such an awesome employee to take the
time in explaining and working through my order issues.
Such a great asset you have in Glenda."
"When I called I believe the customer service reps name was
Denisha, and she was so helpful. First she calmed me down by reassuring me
I still had time to fix my mistake. She was patient enough to
wait with me while I verified all the corrective steps to take.
And she made sure to follow up with me via email. I wish all
customer service reps were more like her. Keep up the good work!"
"Even with expedited service, we did not expect to have a completed report
as quickly as this project moved, which was less than 45 days from the
creation of the statement of work to completed report. Dr. Ekenel was
easy to contact and responsive which made the process move far smoother
than my experiences in the past."
Following our Service Vision
We've recognized 10 associates this year for their service
to customers both internal and external
We've expanded our self-service documentation by over 20% to empower customers
We're improving our customer portals for seamless services across the organization
ICC-ES has employed the use of Robotic Process Automation for product review,
increased additional product review services, and continues to provide customer loyalty program