Ready to get GCSC Customer Support Certified?
I. What is the process like to get certified and how long does it take?
Getting certified is pretty straightforward and takes approximately 2-3 weeks. Once you’ve registered using the link below you’ll get access to the official application rubric. Our team will review your application and we’ll schedule a verification call to validate the data represented in the rubric. After you request information on the landing page here, you will be sent the application link (and if you are a premium member you will also be sent a discount code). From there, the process is as follows:
Step 1: Complete the certification application
Step 2: Once you have submitted your application, HTR will create your certification rubric and send it along with step-by-step instructions of what to prepare for your verification call as well as a link to schedule your verification call
Step 3: Verification call is approximately 30 mins - 1 hour (depending on if you completed the preparation mentioned in step 2)
Step 4: Once your verification call is complete, your badge will be activated on your profiles immediately. You will then receive additional badges, sales enablement materials and marketing collateral within 2-weeks along with a draft of your press release
Step 5: Schedule your announcement date
Step 6 (OPTIONAL): Complete the GCSC Announcement Checklist to prep your marketing and PR team
Step 7: 🚀 Go live. We release your announcement via social channels and in HTR's monthly newsletter on your selected date along side your team's internal pr efforts
II. What are the 'pillars' of the customer support certification rubric?
Pre-emptive Support: Self-service tools and processes to empower customers to easily find answers and troubleshoot issues. Pre-emptive support leads to more satisfied customers and fewer support tickets.
Reactive Support: Reactive support answers the question of when a customer has an issue, how can they get help? When can they get help? Which channels are available?
Customer success/Coaching: Customer success & coaching are resources and processes dedicated to helping customers success with the product and become power users.
Customer Validation: Customer validation serves as a check and balance that the support tools and processes in place are working and customer needs are met.
III. How much does it cost to go through the certification process?
Non-members: For non-members, there is a one time certification fee of $2500. Companies with outstanding reputations on Hotel Tech Report are eligible to receive free certification (Minimum eligibility requirements= (1) Must have >100 reviews in the last 12-months (2) Must have >4.5 average customer support rating)
Premium Members: Based on your membership plan the certification fee is heavily discounted or free (view plan details in your dashboard)
IV. Leveraging the certification in your sales and marketing
As long as your certification is current and not expired, all certified company have brand licensing from Hotel Tech Report to leverage your certification throughout your collateral including sales decks, marketing landing pages, sales outreach emails, investor presentations and in news coverage.
Here are some best practices for getting your team up to speed once you've been certified to start leveraging your certification.