Author Details:
- Name: Darrell Harrison
- Title: Community Manager, Specialist Business Strategy - Digital Support
- Company: Lucky Mobile
Tell us about you, your company, and your team?
Lucky Mobile is a Canadian prepaid mobile virtual network operator. Lucky Mobile is Canada’s super cheap mobile provider. There’s no credit check, no long-term commitment and no data overage charges. Truth is, you don’t have to be lucky to get great mobile savings – you just have to be with Lucky Mobile.
How does your role and your team support your company and its goals?
When launching the Lucky Mobile Community in Q4 2021 our goal was to alleviate call centre and live chat volume by providing an additional platform of support available 24/7. The Lucky Mobile Community team focuses on driving the best digital peer to peer, self-serve experience for our customers. Whether the customer has questions, curiosities or requires technical, account, product or sales/activation assistance; the Lucky Mobile Community team develops the digital pathways to connect the customer to their desired self serve, peer to peer or customer support channel.
Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve?
Focusing on contact centre volume reduction, the implementation of a Khoros Community would provide a 24/7 source of both searchable and peer to peer knowledge and support; adding to the social contact channel already available and operating within Khoros Care.
Generally speaking, the Lucky Mobile customer base has the same handful of questions or issues; with nearly all being solvable via self-serve. Therefore, the main challenges the Lucky Mobile Community was intended to solve was to encourage, educate and commit the customer to use self-serve moving forward to address their questions or concerns as the first line of contact, before reaching out to an agent. This way we can answer their question or deliver the solution to their problem far quicker.
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.
In order to deliver on the main goal of the Lucky Mobile Community; self-serve and peer to peer support, the Lucky Mobile Community had to build its reputation as a knowledgeable and helpful place. We worked hard to grow community content, increase solutions, resolution rate and lower peer to peer response times.
We built out TKB content, maintained a respectable SLA to allow Community users’ posts to breathe and develop thoughts, responses and the solutions needed.
What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
We’ll go into additional detail below as progress outcomes directly relate to business and value outcomes, but the main value outcome is always to reduce the cost to serve the customer while increasing the customer’s use of self-serve. Through increased Community content, Blogs, TKBs, Accepted Solutions, Solution Views, Resolution Rate and Contact Rate we’re driving a $327K 2024 YTD contact savings from the Lucky Mobile Community alone. By building the connecting bridges between Khoros Care’s social media, leveraging the After Hours automated response and soon Agent Assist, we are able to provide faster resolution, through less contacts, while educating the customer on where to find the answer themselves in the future.
What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
The Lucky Mobile Community finished 2022 with a Community Resolution Rate of 26%, Avg. Min. to First Response of 2.6K minutes and 133.5K Solution Views.
In 2023 we had maintained the Community Resolution Rate of 26% but delivered an exemplary 39% decrease in Min. to First Response at 1.6K minutes (1K minutes faster) and a 65% increase in Solution Views to a total of 220K YoY. On the social media side we targeted an 80% SLA in 20 min. or less and achieved 72% across 4.3K Conversations, 15.6K Posts and a 95% CSAT.
2024 YTD, the Lucky Mobile Community currently holds a 22% Resolution Rate, has further reduced Min. to First Response by another 18.75% down to 1.3K minutes (300 min. faster) and are already 25% above 2023’s Solution Views; currently 275K. We are equating an approximate contact deflection savings of $327K 2024 YTD from the Community alone as only 11% of customers who visited the Lucky Mobile Community first, then called in or reached out to Live Chat. On the social media side, 2024 YTD we have achieved an 85% SLA in 20 min. or less across 1.4K Conversations and 7.5K Posts with an 88% CSAT.
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 number one differentiator the Khoros Community solution has in relation to our business goals, is the connection between Khoros Care and the Khoros Community. Utilizing Khoros Care for our social engagement side allows the Lucky Mobile Community to increase traffic with the use of social-to-community pathing via agents and community moderators. We utilize Community redirection via agents and Khoros Care’s after hours/out of office auto-response. Additionally, other factors adding to our success through 2024 and into 2025 will be the increased use of Khoros Agent Assist. Agent Assist helps social agents connect relevant community topics and solutions to their social media customers.
What parts of your experience working with Khoros enabled you to address the need or challenge?
Our Community Manager and Social Media Specialist have over a decade of experience with Khoros Communities and Khoros Care each. Our long term partnership and experience has afforded us the time to learn and absorb all of what Khoros platforms have to offer. As we grow, meet new challenges and opportunities, we can match those challenges with the appropriate Khoros solution.