Company: Paychex
Company background: Paychex, Inc. (NASDAQ:PAYX) is a leading provider of integrated human capital management solutions for payroll, benefits, human resources, and insurance services. By combining its innovative software-as-a-service technology and mobility platform with dedicated, personal service, Paychex empowers small- and medium-sized business owners to focus on the growth and management of their business. Backed by more than 45 years of industry expertise, Paychex serves more than 670,000 payroll clients as of May 31, 2020 across more than 100 locations in the U.S. and Europe, and pays one out of every 12 American private sector employees. Learn more about Paychex by visiting paychex.com and stay connected on Twitter and LinkedIn.
Contact: Jenna Kempie
Title: Senior Business Analyst, Social Media
Related URLs:
https://twitter.com/paychex
https://twitter.com/paychexservice
https://www.linkedin.com/company/paychex
https://www.facebook.com/Paychex
https://www.instagram.com/paychex_inc
Kudos Category: Best-in-Class: Care
1. What were your organization’s digital customer service initiatives? What channels do you support today?
Our social service team sits within the Paychex Client Relations team. This team serves as an integral part of the enterprise strategy, serving as protectors of Paychex brand reputation. We are a point of escalation for customers when and where they need help – no matter the communication method (either new digital media or traditional media methods).
- The specific social media new digital media methods we cover are outlined below:
- Social media – Twitter, Facebook, LinkedIn, Instagram (for Paychex corporate and subsidiary brands)
- SLA: An aggressive 15 minutes, 24/7, 365
In addition, we address the challenges presented by the voice of our customers by tuning into this feedback, and actively using the data to positively improve our client experience.
2. What was the most important issue you were looking to solve via your digital technology (e.g. community and/or social media management platform) — and what makes your approach to that achievement unique?
We wanted to ensure we could optimize and make our social service care more efficient, which would allow us to meet and exceed our aggressive response time. Our 15 minute SLA makes our brand unique in the social service space, given we always respond to any specific service/customer care mention within this timeline.
3. What 1-3 metrics best describe your success? (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)).
In less than a year, and only shy of four months using Khoros Care, our social service has decreased average response time by 9m 27s. Median TAR was 17m 33s in our fiscal month of October 2019, and most recently reported (fiscal month of June 2020 our media TAR was 8m 0s.