2019 was a record-breaking year here at AVOXI and I'm proud to say this is just the beginning. This year we got closer to what matters most at our company - our customers. Thanks to your willingness to provide feedback through product surveys, "voice of the customer" interviews, and beta product programs, we were able to create and implement our largest product roadmap yet!
AVOXI operates by a set of core values we call "GO TIME." Not only does this signify the urgency, excitement, and hustle that drives us to push ourselves beyond what we think we can do each day, each letter in GO TIME stands for a specific value. The amazing individuals at AVOXI dedicated themselves to delivering on these values in 2019, and I'm so proud of the success they achieved because of it. Here is a quick recap of 2019 in the framework of our GO TIME values:
G - Building AVOXI as a GREAT place to work
We think having a great place to work is paramount to building the company. Our employees gave AVOXI a record high internal net promoter score of 8.7 out of 10 and 30% more employees joined the team. Offices were expanded in Atlanta, USA, Charleston, USA and Phuket, Thailand. We are always looking for great talent, so please do refer us to your very favorite colleagues!
O - Organically Growing AVOXI
The more we grow, the more we can invest back into our products to build you more features. In 2019 we doubled our customers, reaching 5000 global clients. We continue to add more educational tools and communications to help you make the best service decisions. On top of that, the customer-focused powerhouse Kyle Johnson joins us to drive growth in 2020 and beyond as our Chief Revenue Officer!
T - Together We Win
We operate AVOXI with a win/win approach - we want partnerships with customers that work for both of us. We either all succeed or we don’t do the deal. This year, we worked hard to give our customers more ways to win with faster service implementation, expanded virtual number inventory and a new self-service knowledge base. You have control of your AVOXI solution to make instant changes anytime.
I - Innovate Boldly
As a business operating in the global market, your needs are expanding at a record pace. That means we have to deliver you more ways to win every day. Your feedback informed our innovation plans this year. You demanded a better contact center solution - so we launched our new contact center software platform, AVOXI Genius. You also asked for more ways to communicate with clients - and we launched the first version of our SMS Business Text Forwarding service. You asked for faster delivery of new innovations - we expanded our software deployments, updating our platform every week.
M - Make the World Better
We want each of our offices to give back and improve our local communities. Social and community teams were launched this year to build out programs. We also started participating in podcasts and panels with our team to expand knowledge and share our experiences to help others make better decisions.
E - Exceptional Customer Experience
You have told us that the biggest thing we can do to make your lives easier is to provide an exceptional customer service experience. We have worked hard to get your feedback and put it into action. We expanded our team coverage and contact paths to better serve you 24/7/365. In 2020, our new head of Global Customer Experience, Greg Buckalew, will provide you even greater support.
We know there is more work to do. We have another year of great plans laid out for 2020. This year you will see us further expand the Contact Center product line with more features and capabilities. You will see enhanced reporting and analytics for Virtual Numbers. You will see more cities and more countries added to our instantly available inventory. You will see continued focus on the customer experience. You will see these items and many more.
Now, Let's Make 2020 Even Better
We have so many fun things in store for the business. We are always looking for your feedback. Please don’t hesitate to send it our way. You can always reach me via email at [email protected]. When we are all back on January 6th, it is GO TIME for 2020! We are starting 2020 so far ahead of where we were in 2019 - I can’t wait to see what we can achieve together next.