WebPT Support Wins Gold in Best in Biz Awards North America 2025

Here at WebPT, we’ve spent the past year working hard to reestablish the baseline of support and stability that has been our hallmark since our founding. That’s why we’re excited and proud to share that WebPT has been awarded Gold for Support Department of the Year in the Best in Biz Awards North America 2025. The Best in Biz Awards spotlight organizations across North America that demonstrate measurable excellence, innovation, and impact.  And while positive Member feedback remains the highest mark we aim for, this award is meaningful validation of the progress our Support team has made. 

Over the past year, our Support team has focused on raising the bar for customer care, and that work has led to clear, tangible results. We earned a 93% CSAT score for EMR support through chat and email, and achieved a first-ever perfect 100% CSAT score for Therabill support. Since September 2024, our time-to-first-response has improved by six hours, and 70% of cases are now resolved within 24 hours.

Our Members are seeing the difference in their day-to-day interactions as well.  Phone hold times have dropped below two minutes, and abandonment rates for phone and chat remain below 5%. And that’s reflected in how they feel about the support they’re getting, with a 21% boost to positive sentiment in 2025.

We owe the turnaround to a couple key factors. For a start, better support is made possible by a stronger, more stable platform, and the hard work of our Product team over the past year to achieve 100% uptime across all products for three consecutive months and reduce service interruptions by 90% over the last six months. 

They’ve also been able to make meaningful performance improvements in that same period. Load times for the five most-used reports are now 82% faster, and defect resolution is 30% quicker than before. Support resources have improved as well, including a Support Hub that recommends relevant articles as tickets are submitted. Of course, our Product team is always striving for more and better, so we can only expect to see even better performance moving forward.  

The second key to our significant improvement is the concerted investment of time and resources into the Support team.  As part of that effort, we grew our Support staff by 30%, prioritizing expertise and responsiveness, revamped our QA team, improved training processes, and adopted AI-enhanced tools to help bring consistency and speed to every interaction.

Looking forward, we understand that while this award is a great accomplishment and a point of pride, success is a continuous journey—one that requires putting in the effort every day. We’re committed to putting in that work every day, continuing to invest in support at every step, and earning your trust in every interaction. 

You can read the full press release here.