ClassWallet is thrilled to announce that we have been honored with the prestigious J.D. Power recognition for delivering an "Outstanding Customer Service Experience" for phone support.
This recognition, received in January 2024, is a testament to our unwavering commitment to providing you, our valued customers, with top-notch service. We are dedicated to maximizing the impact of public funds and ensuring your satisfaction every step of the way.
Unparalleled Customer Satisfaction
ClassWallet’s certification by J.D. Power is the result of a comprehensive evaluation conducted nationwide, where customers assessed various aspects of the company’s phone support services. Factors such as satisfaction with interactive voice response (IVR), performance of customer service representatives, concern resolution, call duration, transfers, hold time, and overall satisfaction were taken into account. We are proud to share that your evaluations of our customer support services far surpassed national benchmarks, meeting the stringent criteria set by J.D. Power.
Jamie Rosenberg, CEO of ClassWallet, expresses immense pride in the company’s customer service operations being recognized as "an outstanding customer service experience." He emphasizes the team’s dedication to their clients and their mission of maximizing the impact of public funds.
Unwavering Commitment to Excellence
"Our customer service team is the heart of ClassWallet. Their unwavering commitment to excellence is what sets us apart," says Jarvous Freeman, VP of Operations at ClassWallet. "We’ve built a culture where every agent knows that they’re not just solving problems, but they’re building lasting relationships with our customers."
ClassWallet’s customer service team handles an impressive volume of more than 83,000 customer support interactions each month, totaling over a million annually. Despite this high volume, the team maintains an exceptional internal customer loyalty score of over 90%.
"Innovation is at the core of our operational strategy," adds Freeman. "We continuously explore new ways to enhance the customer experience, from AI-driven support tools to personalized customer engagement strategies. It’s about being proactive, not just reactive."
Rosenberg attributes this remarkable achievement to the company’s unwavering focus on training and fostering meaningful customer interactions: "Service to public sector agencies and their constituents is an incredibly fulfilling mission, and the entire team at ClassWallet is passionate about maximizing the impact of public funds. Our team is wholly dedicated to our clients, so I’m pleased – but not at all surprised – that they would be recognized in such a manner."
A New Generation of Government Support
ClassWallet’s recognition by J.D. Power signifies a new era for business-to-government companies, as they play a pivotal role in helping governments fulfill their promises to citizens. By providing exceptional support and financial management solutions, ClassWallet is revolutionizing the way public sector agencies handle funds, ensuring transparency, efficiency, and accountability.
ClassWallet’s recent recognition by J.D. Power for our outstanding customer service is a testament to our commitment to client satisfaction and our mission of maximizing the impact of public funds. With an exceptional customer service team and a dedication to excellence, ClassWallet is setting new standards in the business-to-government sector. As we continue to innovate and provide unparalleled support, ClassWallet is poised to shape the future of financial management for public sector agencies.
Claim: ClassWallet has been recognized by J.D. Power by providing "An Outstanding Customer Service Experience" for Phone support.
Claim: 90% Customer Loyalty score derives from ClassWallet’s internal data.
Disclaimer: J.D. Power 2023 Certified Customer Service Program SM recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit www.jdpower.com/awards.