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This week, Duve earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation.

How is the Global Customer Support Certification awarded?
The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.

About the Hotel Tech Report Global Customer Support Certification (GCSC)

Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners.
In order to become certified, companies must open their internal systems to the Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric.

Duve has built a beautiful and elegantly designed product and their support is no different. New users have embedded tooltips and rich interactive in-app tours, existing customers have account coaching and users who have a question in-app can quickly reach the team via live chat. Hotels who choose to partner with Duve can rest assured they will be choosing more than just a software provider but more importantly a long term partner who deeply cares about their success

Adam Hollander

Hotel Tech Report co-founder

The below assessment by GCSC highlights the verified systems and processes that Duve has in place to educate, train, retain and support customers:

Duve’s GCSC Assessment Summary

  • Rubric Score: 24/34
  • Certification Level: III
  • Customer Orientation: Customer Centric
  • Recommendation: Highly recommended
  • Support Team Size: 13
  • Support Team Leaders: Maor Ben Ishay (VP Customer Success), Paulina Weinreich (Support Team Lead)
  • Certification Period: December 2022 – December 2023
  • Support Stack: Zendesk, Intercom, Loom, Atlassian, Clickup, Toky

Here is a detailed breakdown of the GCSC pillars and what Duve offers in order to achieve them:

GCSC Support Rubric Section I: Pre-Emptive Support

The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources. These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.
The following are the rubric items that Hotel Tech Report has verified that Duve has in place for clients:

  • 1.1 Online knowledge base/help center: Duve offers a searchable help center for customers to easily find answers to common customer questions.
  • 2.1 Online training videos: Duve offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge.
  • 3.1 In-app guided tours: Duve offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product.
  • 3.2 Tooltips: Duve offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips)

GCSC Support Rubric Section II: Reactive Support

Duve gcsc screenshot

The Reactive Support Pillar assesses the company’s responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.
The following are the rubric items that Hotel Tech Report has verified that Duve has in place for clients:

  • 1.2 Transparent process: Duve has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support.
  • 1.3 Email support or phone support: Duve has at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email)
  • 1.4 Multi-lingual support: Duve offers support in the languages where they have active clients (English, Hebrew, French)
  • 1.5 Purpose built support and ticket management tool: Duve utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics.
  • 2.2 Live Chat support: Duve offers website or in-app live chat as an alternative customer support channel.
  • 3.3 Contract SLAs: Duve has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld.
  • 3.5 Feature request tracking: Duve offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features.

GCSC Support Rubric Section III: Customer Success & Coaching

While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.
The following are the items that Hotel Tech Report has verified that Duve has in place for clients:

  • 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Duve has processes in place to regularly monitor customer satisfaction.
  • 2.3 Product updates/changes (release notes/changelog): Duve offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product.
  • 2.4 Quarterly success check ins: Duve offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service.
  • 3.6 Performance reporting: Duve offers reporting and analytics to show clients the value of the product or service.
  • 3.4 Downtime Monitoring: Duves product uptime is monitored and verified by a 3rd party service to give transparency into product reliability to customers and prospects.

GCSC Support Rubric Section IV: Customer Validation

The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor’s systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers. This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.
The following are the rubric items that Hotel Tech Report has verified that Duve has in place for clients:

  • 4.11 Public Feedback Validation: Duve shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 100+ verified client reviews.
  • 4.12 >4.5-star avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews.
  • 4.13 Vendor Confidence: Duve has revealed their private internal customer satisfaction scores to Hotel Tech Report showing high degrees of confidence in their support infrastructure and outcomes which can be a strong indicator of transparency and positive vendor-client relationships.

Duves award comes with hard work, and determination to give customers the best service and experience in a seamless and simplified way.

“Customer success and support is at the forefront of Duve’s overall business strategy. We place a very heavy focus on customer centricity to ensure that we are able to delight our customers just as they are delighting their guests. Our customers’ input and feedback are crucial to our expansion and Duve’s success is a true reflection of the success of our customers.” – David Mezuman, CEO at Duve

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About the author

Hi, I'm Tal Lavi, a hospitality enthusiast dedicated to transforming your guest experience to an unforgettable one. With a passion for crafting engaging narratives and deep insights into guest behavior, let me take you on a journey to the future of guest experience.

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