Surfboard has once again proven its excellence in workforce management (WFM) for modern customer support teams, securing an impressive 29 badges in the G2 Fall 2024 awards. This recognition underscores our continued success in revolutionising WFM and our commitment to making work more human.

Excelling in customer relationships and implementation

Our repeated wins in categories such as ‘Best Relationships’ and ‘Most Implementable’ reflect our core values and dedication to not just growing our customer base, but becoming a valued partner in their success. 

Surfboard has established itself as a leader for mid-market support teams worldwide, serving teams of 50 to 400 agents across various industries.

Our WFM solution has become the backbone of our customers’ daily operations, helping them to:

– Scale efficiently

– Implement new strategies

– Navigate peak periods

– Integrate AI technologies

– Control costs effectively

Supporting the humans of support

As AI reshapes the customer support landscape, traditional management methods are being challenged, leaving leaders in uncharted territory for budgeting and capacity planning.

In the past quarter we have expanded our product capabilities to provide a new suite of innovative performance reporting tools, providing businesses with the insight into how their agents actually work. 

Our team has developed a number of unique metrics designed to truly answer the needs of support leaders:

• Time-on-task: an action-validated alternative to adherence
• Average Conversation Time (ACT): a new way of measuring Average Handle Time for messaging channels, representing the total focused working time agents spent per conversation, removing the inflation of waiting time between messages.
  

What our customers say:

“It gives insight into whether our BPOs are working productively or not. We can see when people logged in, how many tickets they’ve resolved and what tickets they’re working on, to make sure we’re getting the value for money we should be.”
– Recruitment, Mid-Market

“Surfboard gives me the visibility I need to make sure teams are being run effectively and are hitting their metrics”
– Brian C, Small Business

Providing meaningful partnerships

Since our founding in 2021, Surfboard has been designed for and with customer support teams. We continue to collaborate with teams of all sizes to stay on the pulse of trends and changes in the industry while evolving our offering.

Our team is focused on levelling up our customers’ support operations through personalised consultation on best practices and adaptive strategies, and our impact has been significant:

• Salesloft reduced overstaffing by over 60%
• Lingoda developed a new forecast-driven shift plan, clearing their email backlog in weeks
• Grow Therapy improve adherence by 19%

What our customers say:

“The team over at Surfboard have been incredible, and are not only understanding of our needs, but always quick to suggest more efficient ways of work.”

– Emily R, Mid-Market

“The exceptional customer support Surfboard provides has definitely enhanced our experience and made integration with our systems seamless. We also value the platform’s flexibility and continuous improvements, which significantly streamline our complex operational processes.”
– E-learning, Mid-Market

“The team are super responsive and always on hand, at whatever time to make sure we’re getting the most out of the tool and that allowed us to get onboarded and the tool implemented super quickly and easily and without issue or hassle. There’s also so many new things being released all the time.”
– Fintech, Mid Market

“Their team is constantly working to better their Product. We have submitted product requests to them in the past that have been implemented as promised, and work like a charm! I have been impressed with their ability to continuously and quickly improve”
– Healthtech, Mid-Market

Why G2 reviews matter

G2, with over 80 million users, is the largest global SaaS review site. Software buyers rely on G2 to get authentic insights into how well prospective vendors perform for their specific use cases. G2 collates review scores quarterly to rank suppliers in their respective industries, helping buyers identify the best vendors and compare solutions.

In the G2 Fall 2024 report, users awarded Surfboard 29 badges across various categories, including:

Workforce management (WFM)

Employee scheduling

Ready to transform your support operations?

Experience the power of Surfboard’s WFM solution for yourself. Book a demo today and see how we can support and level-up your team’s customer support strategy.