While the folks in our accounting department may be hunkering down to close out the books on ModSquad’s fiscal year 2020 (which just ended on September 30), the rest of us like to look back on the past year in a more casual way. Even if the world was turned on its side this year, we like to think back on the great projects, new clients, and amazing endeavors we’ve undertaken over the past 12 months. And this fiscal year has been a big one for us at ModSquad. Let’s take a look back.

Before COVID-19 slowed travel to a crawl and conferences went virtual, ModSquad was on the road, meeting and greeting clients, partners, and other friends at such shows as PAX South in San Antonio, Zendesk Showcase in San Francisco, and Pocket Gamers Connect in London. Since then, we’ve been on the digital expo circuit, most recently joining our partners Ukie as we exhibited at this year’s virtual Gamescom conference.

As companies transitioned to remote working, ModSquad CEO Amy Pritchard examined this shift in the Mod Blog, where she discussed the difference between remote call center workers and our incredible Mods. As COVID-19 shifted the way the world worked, the Mods offered expert advice on essential items for remote workers and how to maintain the momentum when working from home.

The Mods’ expertise has been noticed by the community at large. The Mods brought home a few more awards to add to our overcrowded awards shelf. At the 14th annual Stevies, we won the Silver Stevie Award (our third Stevie!) in the Sales & Customer Service category for Contact Center or Customer Service Outsourcing Provider of the Year. ModSquad was also awarded Gold status in the Golden Bridge Awards for Achievement of the Year, Community Engagement. At this rate, we’ll be the first company to be an EGOT! (Wishful thinking?)

Those awards are a testament to the groundbreaking level of customer support, moderation, community, and social media management our Mods provide to clients worldwide. Want to learn more about how the Mods work their magic? Read some of the case studies and client stories that showcased ModSquad’s work this fiscal year and see how we:

• Help ShipStation get ship done with 24/7 global customer support
• Enable Wooga to level up to premium player support
• Provide stellar support to MobileQubes’ on-the-go customers
• Bring the adventure of role-playing games digitally to Roll20’s player base
• Empowered DFW Airport to promote a spirit-raising Blue Angels flyover
• Help Tourism Ireland reach travelers around the world through native language engagement in 21 regional markets, in an exclusive Client Spotlight video

Some of ModSquad’s brain trust shared their know-how this year, as we furthered our global reach. Our exclusive ModSquad ebook, “Your Guide to Boosting ROI Through Customer Service,” showcased insights gathered from 13 years of experience in the field. Rich Weil, ModSquad SVP, Global Operations presented a timely webinar entitled “Change Is Here to Stay: Managing Digital Communities in Today’s World.” And Izzy Neis, recently promoted to ModSquad’s Head of Digital, participated in an in-depth discussion of modern community moderation with Two Hat’s Carlos Figueiredo. We celebrated the fifth anniversary of our European Operations Center and expanded our global footprint with a new 24/7 Operations Center in San Jose, Costa Rica.

As always, we know how to have fun. ModSquad continued its support of the 24-hour Extra Life fundraising event, raising more than $24,000 in support of Children’s Miracle Network Hospitals during 2019’s installment, placing us in the top 30 of 5,000 teams overall for fundraising. (Join us again this year!) We came together in the spirit of the delayed Olympic Games to host our own Mod Games, where we got to know our colleagues even better. Mod Blog readers also got better acquainted with the Mod community through our Halloween costume showcase and our year-end Mod Holidays and Bestofus Festivus celebrations (we even caught singing Santa on camera bringing Brian F. his award).

With FY20 behind us (and the calendar year quickly coming to a close), we’re looking forward to making next year even more Mod-tastic! We’ll continue to provide great customer experience services on behalf of clients everywhere, offer remote working opportunities to experienced professionals in countries all around the world, and support worthy causes along the way. In other words, we’re preparing for big things in FY21!

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