Smarsh has been recognized with a 2026 Global Recognition Award for delivering measurable, sustained excellence in technical support operations, customer advocacy, and AI-driven innovation that has redefined what an enterprise-level customer experience looks like.

Smarsh is a communications data compliance and intelligence platform trusted by more than 6,500 customers globally, including 18 of the 20 largest financial institutions in the world. Its platform captures, archives, and analyzes regulated communications across email, mobile, voice, video, and chat, enabling organizations to meet SEC, FINRA, and global regulatory requirements with precision. Smarsh empowers organizations to move from reactive oversight to proactive foresight by unlocking intelligence within their digital communications. Through a cloud-native, AI-powered platform for capture, archiving, and oversight, Smarsh enables regulated enterprises to identify regulatory, reputational, and operational risks early, before they escalate into financial loss or public exposure. Recognized as a 2025 Gartner Magic Quadrant Leader for Digital Communications Governance and Archiving Solutions, Smarsh has built a reputation for combining technical depth with practical customer outcomes.

At the center of this award is the L3 Customer Experience Team, which serves as the final escalation point for Smarsh’s most complex and business-critical support issues. This team does not simply resolve problems; it systematically rebuilds customer trust when that trust is most at risk. Its work covers platform availability incidents, data integrity issues, and large-scale operational disruptions. In each case, the team has demonstrated that speed, empathy, and technical precision are not trade-offs but complementary strengths.

Building Capacity and Driving Results

Over the past 12 months, the L3 team achieved an 18% reduction in time to resolution for enterprise products, a metric that directly reflects how quickly customers regain confidence after a disruption. Dependency on engineering was reduced by 60%, which means the team built sufficient internal expertise to resolve issues that previously required escalation to product development. These results represent a structural shift in how Smarsh delivers support, one rooted in deliberate investment in people, processes, and knowledge-sharing across the organization.

The team’s proactive monitoring covers 100% of data queues, with issues detected and remediated before they reach customers. All key features, products, and release deployments undergo rigorous user acceptance testing to ensure that new releases do not generate unexpected support volume. Support volumes for new releases remain within forecast, P2 escalations to engineering dropped by 60%, and overall support volume fell by 30% year-over-year, confirming that the team’s preventive approach produces consistent and repeatable outcomes. The broader technical support organization delivered a customer effort score of 95%, a net promoter score exceeding 64%, and a customer satisfaction rating of 97.6%, results that Smarsh describes as the best in the company’s history and that reflect the cumulative effect of the L3 team’s work at every level of the support function.

Innovation Through AI and Automation

The L3 team’s contribution to automation and artificial intelligence goes beyond using available tools: it developed an automated data-queue monitoring system that detects anomalies with greater than 95% accuracy, triggers recovery actions without human intervention, and routes targeted issues to L3 engineers when human judgment is required. Several AI-driven agents were built and deployed across support workflows, covering knowledge base gap detection, case quality review, call summarization, and pattern recognition, all of which reduce manual effort and improve the consistency of customer outcomes. The team also played a direct partnership role with engineering in developing and validating AI SRE, a flagship AI agent that enables advanced debugging and faster root-cause analysis, and which has since become a critical tool for the broader support organization.

Global Recognition Awards evaluates all applicants using the Rasch measurement model, which creates a linear scale allowing precise comparisons across different categories and achievement types, so that no applicant is unfairly advantaged by excelling in a single dimension. This methodology ensures that Smarsh’s results, covering resolution speed, customer satisfaction, innovation output, and cross-functional impact, are assessed against a consistent and rigorous standard. Over the years, the team’s AI and automation initiatives contributed to a 40% reduction in overall case age. This figure reflects operational efficiency and a meaningfully better experience for customers who depend on timely resolutions to protect their business operations.

Final Words

What makes Smarsh’s case for this award compelling is the coherence of its approach: the L3 team works where customer support, professional services, and engineering converge, giving it visibility into problems that other teams would miss and influence over decisions that other teams could not access. The team uses that position to feed the voice of the customer directly into product roadmap decisions, challenge internal assumptions when customer impact is at stake, and train frontline teams with the depth of knowledge that previously required escalation to senior engineers. 

Smarsh enters 2026 with a platform recognized by Gartner, Forrester, the Stevie Awards, the USA CXA Awards, and now the Global Recognition Awards, all of which reflect the company’s sustained commitment to delivering compliance technology that performs at the highest level. Smarsh has demonstrated that compliance technology and customer experience excellence are not separate goals, and that the most effective support teams are those that connect technical resolution directly to customer trust and long-term retention. Alex Sterling, a spokesperson for Global Recognition Awards, noted that Smarsh earned this recognition because of its ability to convert technical complexity into consistent customer trust, stating, “Smarsh has demonstrated exactly the kind of measurable, human-centered excellence that a 2026 Global Recognition Award is designed to honor. Its L3 team did not just meet a high bar; it moved the bar entirely.” Trusted by a global client base, including 18 of the top 20 banks across North America, Europe, and Asia, as well as leading brokerage firms, insurers, RIAs, and government agencies, Smarsh is a critical partner in navigating today’s complex communications landscape. To learn more about the future of communications intelligence, visit www.smarsh.com or follow Smarsh on LinkedIn.