Author Details:
- Name: Amanda White
- Title: Social Media Manager
- Company: Truist
Tell us about you, your company, and your team?
Truist is a purpose-driven financial services company, formed by the historic merger of equals of BB&T and SunTrust. We serve clients in several high-growth markets in the country, offering a wide range of financial services.
Our team is Client Advocacy Social Media Care. We show care by advocating for our clients when they need help.
I have been with Truist for 21 years and have led the Social Media team for 7 years.
How does your role and your team support your company and its goals?
Our team is here to support clients and potential clients with questions, concerns, suggestions, and comments. We want to make sure they feel that they are supported and cared for in every aspect of their financial journey. We believe when our clients win, we all win.
Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve?
The Client Advocacy Social Media care team was looking to improve TAR to be less than 24 hours as well as work on solutions to reduce manual tagging and closing of posts as irrelevant so that true client issues could be addressed. The TAR had increased to over 48 hours, which meant clients were having to wait an extended amount of time to be engaged and get a potential issue handled.
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.
Through product coaching and working with Khoros implementation advisors, we were able to uncover some features within Khoros that were not being utilized to allow for improved efficiencies in the daily work. We were able to set up some auto-tagging rules and flush rules to remove posts that no action needed to be taken on. We also were able to implement push next in Q4 of 2023 for most of the team.
What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
Through implementing enhanced flush rules, auto-tagging and switching to a push next work style, we were able to significantly improve the TAR for client engagement which allowed clients to be taken care of faster. The team also benefited with less manual work to do which allowed more focus on accepting and responding to posts faster and removing posts that were unnecessary to take action on. Not only did switching to push next decrease TAR this also led to an improvement on being more efficient.
What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
The outcome of utilizing Push Next verses agents self-assigning posts has lead to KPI improvement to meet and exceed the goal of first response in less than 24 hours. Comparing the last 90 day period in 2024 to the same period in 2024 saw a 71% YoY improvement in TAR from 36 hours 16 minutes to 10 hours 20 minutes.
Another positive outcome of implementing Push Next is improved productivity by agents. By moving from claim next to push next, the team saw a 12% increase in productivity between August 2023 and Jan 2024. The teams Average Response Handle Time decreased by 15% YoY when comparing June-August 2024 to the same time period 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 Khoros Service solution of implementing Push Next was able to give teammates the ability to focus on one conversation at a time and take appropriate action on each conversation. Once all actions could be taken then they would be assigned a new conversation to work on. This prevented older posts going unanswered and gave a streamlined approach of ensuring all clients were being assisted in as quick of a manner as possible.
What parts of your experience working with Khoros enabled you to address the need or challenge?
I would highly suggest ensuring that any product coaching is taken advantage of as well as working with implementation advisors. We didn’t know what solutions we already had that would work for our benefit until we had open discussions. Also, having frequent touch bases to discuss optimization opportunities and getting feedback on metrics allows for greater success.