Offering a wide range of user support and guidance, the Support Team plays a vital role in helping our InnoCaption community achieve their goals.
In February, we were beyond thrilled to hear the InnoCaption Support Team was presented with a Silver Stevie® Award in the Technology Industries category during the 16th annual Stevie Awards for Sales & Customer Service.
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.
So what makes the InnoCaption Support Team the front-line customer service team of the year? Here’s what three of our team members have to say about their role!
Justine L., Izzy D., and Susie S. lead our user support initiatives. They provide guidance for our engineering and business teams within InnoCaption, as well as direct support for our users across the line.
“My favorite thing about providing the support for InnoCaption is being able to help our users resolve the problem,” Justine says. “There is no better relief than seeing the successful calls showing up again on their call logs.”
For Susie, it is connecting one-on-one with our users. “It’s so rewarding hearing the ways that InnoCaption has helped them in their day-to-day lives. And of course it feels great when we’re able to get a user’s problem solved so they can get back to using the app normally.”
Izzy echoes this point about having the opportunity to talk to people. “We have such a diverse population of users and I get to talk to many of them. It's really fulfilling to learn about and assist so many different folks. It's a pleasure to foster relationships with people who want to continuously learn about the app.”
At InnoCaption, we use real-time captioning technology to make our phone calls easy and accessible for the deaf and hard of hearing community. Within our Support Team, we have had some amazing opportunities to connect with our users and learn about their experiences.
Justine, for example, recalls a touching user review about her customer service and support. Barbara B., daughter of InnoCaption User, “Superb customer support every time we called or emailed InnoCaption. Consistently outstanding! Prompt, caring and accurate assistance. Justine, in particular, deserves a Nobel Prize! [Justine’s] service made my vibrant 96 year old mother's life bearable, in light of her severe hearing loss. Can't thank [Justine] enough.’”
Izzy also thinks about a time when InnoCaption was able to change a user’s life. Izzy remembers that a veteran had shared “[he] hadn't been able to make a phone call without assistance for the last thirty years before he came across InnoCaption. He said the first call he made on his own made him shed a tear.” This moment has really stuck with Izzy, making him realize the gravity of how valuable telecommunications accessibility is.
“A couple of users have told me that they hadn’t made phone calls in years until they discovered InnoCaption,” Susie explains. “It’s wonderful to hear that the app now allows them to make phone calls with confidence. One user also told me that the InnoCaption app was a life saver for him during an extremely difficult time in his life, when his wife was in the hospital and he needed a way to communicate with her doctors. I can’t imagine how stressful that time must have been for him, and I’m glad that InnoCaption was able to provide a resource that he really needed during that time.”
In closing, we asked these three teammates if they had any final thoughts to share with our users.
Susie decides to credit another team within InnoCaption. “I want to shout out our awesome engineers – they’re always working to make the app better and add the features that our users request!”
Izzy speaks about his passion for his work. “I love what I do,” he explains. “Our user base is full of kind, interesting people, and it's such an honor to serve and assist them. InnoCaption isn't just a company I work for – it's a technology I believe in, and I'm so grateful to have the opportunity to contribute directly to peoples' everyday accessibility.”
Justine extends gratitude to you, our users! “I would like to thank ALL our InnoCaption users for their amicable patience, understanding, and responsiveness to our emails. We wouldn't have found the solution for many problems without your cooperation. Thank you for hanging in there and trusting us!”
If you are ever having a problem while using the InnoCaption app, please know that our amazing support team is always here for you! Be sure to visit this page to stay up to date on our blog posts and follow us on Instagram for the latest updates. We are so grateful to have you as part of our InnoCaption family!
InnoCaption provides real-time captioning technology making phone calls easy and accessible for the deaf and hard of hearing community. Offered at no cost to individuals with hearing loss because we are certified by the FCC. InnoCaption is the only mobile app that offers real-time captioning of phone calls through live stenographers and automated speech recognition software. The choice is yours.
InnoCaption proporciona tecnología de subtitulado en tiempo real que hace que las llamadas telefónicas sean fáciles y accesibles para la comunidad de personas sordas y con problemas de audición. Se ofrece sin coste alguno para las personas con pérdida auditiva porque estamos certificados por la FCC. InnoCaption es la única aplicación móvil que ofrece subtitulación en tiempo real de llamadas telefónicas mediante taquígrafos en directo y software de reconocimiento automático del habla. Usted elige.
