Author Details:
- Name: Carolyn Miller
- Title: Social Media Care & Insights Manager
- Company: Altice USA
Tell us about you, your company, and your team?
I am a Social Care & Insights Manager for the telecommunications company Altice USA. The social care team answers customers’ billing and technical inquiries that come in through various social media platforms. They respond to customers on Facebook, X/Twitter, Instagram, and numerous online review platforms.
How does your role and your team support your company and its goals?
Altice’s goals are to connect, grow, inspire, and delight our customers. The social care team does our part to contribute to that promise. We do that by providing support to our customers 24 hours a day, 7 days a week. We attentively listen to our customers and do our best to solve their problems in the quickest way possible. We pay attention to our customers’ pain points and work with other groups to find solutions for those issues.
Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve?
We use the Khoros Care solution for our Social Media Customer Care team and our Business Chat Support team. Our primary goal is to always help and support our customers and their needs as expressed through social media platforms. The challenge was to be able access and add more platforms for our team to support. Over the last few years, we have added LinkedIn, Instagram, TikTok, and Yelp. This level of support has allowed our team to be more responsive and address more of the concerns that our customers have. Our support has delighted our customers and has improved our brand reputation.
What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved.
One of our recent wins for the social care team, and the company, was successfully improving our brand’s reputation, which we have been diligently working on for the last year. This was a cross-departmental initiative. Our goal was to improve consumer sentiment across all platforms including online reviews. The Khoros platforms makes it easy to tag, label and sort any interaction. It also makes it easy to respond quickly and efficiently to the reviews left by our customers, be it positive or negative. That level of personalization and responsiveness does a lot to turn around an unhappy customer. In addition, reaching out to find our customers on various platforms, and then addressing their concerns, improves our brand reputation.
What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
There were several value-added outcomes from addressing these challenges. First, was improving our brand reputation. We immediately noticed the effects by observing the commentary from our customers. We connected with them by personally and quickly responding to their thoughts and concerns. Through these actions, we were able to improve our brand reputation, which in turn, reduced churn and improved the company’s bottom line.
What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
We were able to reduce the time that it takes for each agent to handle these customer interactions. That allowed us to improve our agent’s efficiency. Even better, we were able to improve our CSAT score to a record high of 90%!
- Improved Agent Efficiency: 6.2% reduction in average response handle time YoY.
- RHT of 2 minutes and 13 seconds for social agents.
- Improved Customer Experience: currently achieving our goal of 90% CSAT score from 87% in 2023.
What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved?
The ease of use of Khoros’ analytics has improved our awareness and rate of trend recognition determined by our customers' commentary expressed on social media platforms. The tagging system is robust, and we make full use of it. We have widgets on our dashboard that show us what towns and topics are trending. This allows us to quickly determine if there is an outage or service issue in a particular town. We can rapidly get that information to our outage team to declare it, often before they are even aware of it. This allowed us to resolve the outage, calm nerves, and provide a better experience - without impacting call volume in our contact center. One example of that was an when a small segment of our customers experienced issues during the Superbowl. It was specific to one location, and we were able to identify enough examples using the Khoros tags that the issue got quickly fixed.
What parts of your experience working with Khoros enabled you to address the need or challenge?
The support of the Khoros team, including our CSM Jordan, has allowed us to be able to provide specific ad hoc reporting. On occasion, we have been requested by senior leadership to provide reporting on specific topics, including historical data and comparisons. There have been situations where we did not know how to retrieve this data from Khoros. Our analyst was able to set up 1 on 1 training sessions with a knowledgeable Khoros trainer to assist in gathering this data. We were then able to provide accurate, concise and detailed information to the requestor, which improved the reputation of the social care team.