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Contact Us : 800.874.5346        International: +1 352.375.0772

Gleim Earns Gold for Customer Service at the 2021 Stevie Awards

2021 Stevie Awards: Gleim earns gold for Customer Service

The 2021 American Business Awards (ABA) winners were recently announced! Gleim is honored to report that we have received the Gold Stevie Award for Customer Service Department of the Year Opens in new window by the ABA!

What the judges have to say

A committee of judges reviews each Stevie Award application Opens in new window and carefully scores each company based on criteria for the award. The ABA judges provided feedback that was almost as exciting as receiving the actual Gold award! After reviewing hundreds of submissions, these are just a few of their comments about our team:

Extraordinary effort in the most challenging of circumstances.

Amazing service provided to its customers during a very difficult time in people’s lives. Not only juggling a new work/life balance from home but continuing their education.

I very much enjoyed reviewing the balance between auto efficienc[ies], such as chat, and the human experience such as increased counseling and check-ins.

How We Feel

Every day we hear from customers how much they enjoy working with Gleim and how we have changed their lives. As a company, we have always put the customer before ourselves—that’s why it is especially gratifying to have a nationally recognized organization say that Gleim is #1 in Customer Service.

“Customer satisfaction is a core mission of Gleim, and our company is committed to providing the best experience to all our customers” said Lorie M. Gleim, CEO. “By focusing on this core value, we’ve been able to empower a broader audience to pursue certification and build a better career for themselves. This award validates the success with which we’ve met this commitment and confirms we continue to shine as an industry leader.”

How we strive to put the customer first

When calling Gleim, you will never be stuck with a robot operator. Not only is every phone call handled by a real person, but we strive, and staff, for low wait times. While most e-commerce sites make it difficult to contact the company for support, we encourage candidates to reach out with questions and feedback so that we can provide answers, support, and product fixes.

The Stevie Awards are judged on a series of stringent criteria. Here are just a few of the statistics that set us apart from our competitors:

  • Since 2019 we have answered 98% of phone calls within 30 seconds.
  • Our average hold time is under 7 seconds.
  • Our new live chat feature handles almost 1,000 customer inquiries per month.
  • Our accounting experts answered over 20,000 course content questions with an 89% satisfaction rating.
  • We shipped almost 68,000 orders with 99.9% accuracy, with day shipment 98% of the time.

We know that preparing for a certification exam is challenging under normal circumstances and that lately nothing has been normal. That’s why we made webinars a priority, and we were able to provide over 48 hours of live webinars for thousands of attendees from 17 countries on topics ranging from study tips to exam changes to technical content.

Check out our upcoming CPA, CMA, CIA or Enrolled Agent webinars!

During this time of global uncertainty, some companies scaled back staff. We chose a different path: After the pandemic began, we expanded our customer service initiatives, grew our Personal Counselor staff, and increased customer outreach with study tips and regular check-ins. Even through these trying times, our Personal Counselors have maintained a 97% satisfaction rating!

Customer Commitment

The Gleim motto is “onward and upward.” Every decision we make is measured by how it will affect our customers’ success on exam day—we believe this is what the Stevie Awards are about. Our customers’ stories inspire us; because of them, we are constantly looking for new ways to improve the customer experience and help candidates achieve their goals. We owe our customers everything—they are the reason we do what we do!

Here are just a few of the testimonials we received regarding our customer service:

  • I worked with my Personal Counselor for both my CMA and CPA. Very encouraging, warm, professional, caring, and knowledgeable. She talked me “off the cliff” on numerous occasions. It is incredibly stressful trying to work, be a husband, and study for the CPA Exam. The stress alters your outlook sometimes. But my Personal Counselor was very reassuring and was able to instill any confidence I had lost.

    Matthew McClinnis
  • Working with your organization has been a pleasure, from ordering the materials to receiving follow up calls and emails from my counselor, I always felt I had a supportive team helping me through this process. My Personal Counselor is an absolute pleasure to work with, she assisted me through my entire study and testing experience, providing encouragement, and making the process stress free. Kudos to her, you have a great person on your staff.

    Ron Frazier
  • My Personal Counselor deserves real recognition for supporting me throughout my Gleim journey. He has supported me, calmed me down, lifted me up, empathized with me, advised me and championed me all along. This too has been one of the factors that, for me, has been key to my success.

    Melanie Spencer
  • My Personal Counselor was amazing. They were always there to show me how to use the program effectively for my study needs. I could reach out to them for help and guidance at any time. Gleim was great for my learning style.

    Sangeeta Wahi
  • I dealt with both a Personal Counselor and a Customer Service Representative. Both are great at what they do. The Customer Service Representative helped tremendously with my CPA review purchase as well as with other CPE purchase. My Personal Counselor was supportive and encouraging all the time through my CPA journey. He knew exactly my strengths and weaknesses. I would suggest candidates to listen carefully to what their Personal Counselor recommends, and do exactly as they suggest because they know what is best for the candidates and can save you significant hours of study time.

    Fady Rainier
  • The seamless teamwork and sense of sincere concern for my success from the Gleim team was different from other professional exam prep systems previously experienced. I am happy with the level of service I received. The pass guarantee is also tremendously valuable. I would not hesitate to recommend this system.

    Alexander Kitajima
  • Gleim EA Review course system is amazing! I was allocated a personal study counselor who helped me through all three parts. They were beyond remarkable, always calling and encouraging me when I needed it most.

    Delilah Kara
  • Though I did stumble a few times while using the Gleim review course, the amount of support I had through my counselor, and the CPA experts to answer any questions I had was phenomenal.

    Ruel Morgan

Candidate Focused Features

For nearly 50 years, we have worked hard to ensure that our candidates pass their certification exams with confidence, the first time. SmartAdapt™, our adaptive learning technology, is one of the ways we help you succeed; it makes it easy to study efficiently and learn exactly what you need in order to pass.

Another benefit we are proud to offer is our Access Until You Pass® guarantee. It allows you to prepare at your own pace by guaranteeing that you will have access to your course and any updates for as long as you need to succeed.

Our Team

When you choose Gleim for your exam prep, our industry-leading features and technology are only a part of the benefits you receive. We also provide you direct access to our candidate support teams, including Customer Service Representatives, Personal Counselors, Subject Matter Experts, and Technical Support.

End to End customer service. Customer Service Representatives, Subject Matter Experts, Personal Counselors, and Technical support all help our candidates.

What are the Stevie Awards?

The Stevie Awards are the world’s premier business awards programs. All organizations operating in the U.S.A.—large and small, public and private, for-profit and non-profit—submitted nominations to the ABA. More than 3,800 nominations were reviewed in the judging process this year by more than 250 professionals worldwide. This year, only 37% of the entries were awarded an honor.

To our customers, thank you again for helping us achieve Gold at the 2021 Stevie Awards. We couldn’t have done it without you!

Gold 2021 Stevie Winner from American Business Awards

Jumpstart your Career!

If you haven’t done so already, now is the perfect time to get started on your certification journey! Whether you’re studying to become a CPA, CMA, CIA or Enrolled Agent, you can be confident our customer support and customer satisfaction are top-notch. We are with you every step of the way to answer questions, provide support, and celebrate with you when you finish your exams!

For those who are already studying, feel free to try our Free Questions for CPA, CMA, CIA or Enrolled Agent to test your knowledge on exam topics!