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Sr Tier 3 Support Liberty It Solutions Llc

RateGain Strengthens Focus on Customer Success by Achieving Level III Global Support Certification

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Hotel Tech Report, the leading platform for hoteliers every where to research, discover and buy new products, today announced that , RateGain Travel Technologies Limited (RateGain), a provider of SaaS solutions for travel and hospitality, has earned Hotel Tech Report's level III Global Customer Support Certification (GCSC) for its continued investments into tools, improvement in customer processes and strategies to ensure the ongoing success of its customers. Hotel Tech Report's certification process includes verifying systems put in place by hotel technology providers across four key pillars of the GSCS Rubric including: pre-emptive support, reactive support, coaching and customer validation.

Since the onset of the COVID-19 pandemic, hoteliers are now more than ever looking at adopting digital solutions that can help them deliver a perfect guest experience as well as optimize their processes to improve profitability. To evaluate products and processes, most hoteliers require an independent authority to provide them the right metrics to compare and that is where Hotel Tech Report fills a critical gap for the industry.

The certification helps buyers clearly understand how these solutions can help in their daily lives by not only providing dependable software but also robust processes to ensure they have a seamless experience in delivering value to their guests.

The Hotel Tech Report GCSC certification program is the gold standard to analyze software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR's rigorous 34-point GCSC Rubric.

RateGain's assessment on this Rubric has certified them as a 'Customer-Centric' product company with an average rating of 4.7 out of 5 on its most reviewed product, which is the highest rating as of October 30,2021 in its category.

Commenting on the certification, Hotel Tech Report co-founder Adam Hollander, said, "Being Customer-obsessed is a core value at RateGain and this reflects in the processes they have built to support their customers. Right from adding easy-to-learn videos in their products to detailed in-product tours to help customers at each step in getting the maximum value from day one. As RateGain's systems provide time-sensitive information critical for decision-making the entire user experience is centered around getting the right information at the right time any-time of the day.
RateGain is also proactive in building transparency by giving control to its customers in monitoring system performance as well as utilizing its proprietary data to provide an additional layer of insights that help its customer make better decisions."

Acknowledging RateGain's focus on customer-centric processes, Bhanu Chopra, Chairman and Managing Director, RateGain, added "Hotel Tech Report's Global Support Certification is playing a critical role in educating hoteliers on the right way to evaluate products and processes and our team at RateGain is delighted to have achieved this certification. The core promise of RateGain is to help our clients find new revenue, and that can only happen if we obsess about the challenges our customer faces and proactively try to solve them every day. Through investments over a period of time, we are striving to provide our customers more control over their data to make better decisions. "

The below GCSC assessment outlines the verified systems and processes that RateGain has in place to educate, train, retain and support customers.

RateGain's GCSC Assessment Summary

  • Rubric Score: 27/34

  • Certification Level: Level III

  • Customer Orientation: Customer Centric

  • Certification Period: November 2021 - November 2022

  • Support Stack: Salesforce, Zendesk, Qualtrics, Beamer, Google Docs, Tableaux, Docusign

GCSC Support Rubric Section I: Pre-Emptive Support

The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that RateGain has in place for clients:

  • 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions.

  • 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge.

  • 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product.

  • 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips)

  • 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless.

  • 4.2 Proprietary data recommendations: Vendor aggregates product usage data across clients to benchmark performance and provide recommendations to their users to help them learn about best practices, make better decisions and maximize product utilization.

GCSC Support Rubric Section II: Reactive Support

The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that RateGain has in place for clients:

  • 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support.

  • 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email)

  • 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients

  • 1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics.

  • 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel.

  • 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld.

  • 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features.

  • 4.4 24/7 support availability: Vendor offers 24/7 support to clients for around the clock assistance.

GCSC Support Rubric Section III: Customer Success & Coaching

While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that RateGain has in place for clients:

  • 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction.

  • 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product.

  • 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service.

  • 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service.

  • 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product.

GCSC Support Rubric Section IV: Customer Validation

The GCSC's 34-point rubric and Hotel Tech Report's verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that RateGain has in place for clients:

  • 4.11 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 100+ verified client reviews.

  • 4.12 4.5-avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews.

About RateGain

RateGain is a global provider of SaaS solutions for the hospitality and travel industry, offering travel and hospitality solutions that unlock new revenue every day. We are one of the largest aggregators of data points in the world for the hospitality and travel industry (Source: Phocuswright Report). For more information visit www.rategain.com

For more information please visit: https://partners.hoteltechreport.com/global-support-certification/

Sr Tier 3 Support Liberty It Solutions Llc

Source: https://hoteltechreport.com/news/rategain-customer-support-certification