Las Vegas, NV – February 25, 2013 – The 7th annual Stevie Awards turned out to be a winning night for Merchant e-Solutions.
The Redwood City, California-based provider of online credit card payment solutions took home a Bronze award in the category of Best Use of Technology in Customer Service.
Merchant e-Solutions winning entry was for its development and implementation of a new internal sales tool for its Help Desk called MeSopedia. This Wiki-like database of customer facts and information has allowed Merchant e-Solutions to dramatically improve its level of customer service as measured by call quality, response times and employee productivity rates.
For example, the average speed of answers given to questions from customer callers in 2012 was a very low 13 seconds. In addition, less than 1% of responses to customer questions resulted in no answer or an unsatisfactory response.
This was the second year in a row that Merchant e-Solutions had taken home a prize at the Stevie Awards.
The Stevie Awards is an international competition that honors excellence in the accomplishments and positive contributions of sales and customer service individuals, teams and departments. More than 1,100 entries from organizations all around the world were submitted to this year’s competition.
The winners were announced at a gala ceremony on February 25 at the Paris Las Vegas Hotel & Casino.
Entries were considered in 30 categories. Finalists were determined by the average scores of 120 worldwide industry leaders acting as preliminary judges. A final judging group comprised of 140 more sales professionals then determined the award winners in each category.
“The Stevie Award means a lot to us because it’s the sales industry itself acknowledging that we are in the vanguard of delivering the very best service to our customers,” said Jim Aviles, COO of Merchant e-Solutions.
About Merchant e-Solutions
Merchant e-Solutions is one of the fastest growing e-Commerce / card-not-present (CNP) companies in the credit card processing industry. As a tier-one acquirer, Merchant e-Solutions processes over $14 billion per year in domestic and international payments for more than 70,000 multi-channel merchants in partnership with over 250 banks. Merchant e-Solutions is wholly owned by Cielo, the 4th largest payments company by market value, providing processing for over 1.2 million merchants and 5 billion transactions annually.