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: The Accelerator
1. Please describe your company and your initiative.
Our goal was to setup Khoros Care with an ambitious two-week implementation period to ensure a seamless transition from our previous tool, while still meeting our aggressive SLA for service/customer care items. We pride ourselves in our value of customer care, so it was essential that we could continue to service our clients that reached out to us on social media, without any issues.
2. What was the “before” state? What challenges did you have to overcome?
The challenge we had before is that our agents found the tool overwhelming and difficult to use, and we would see inconsistent tone-of-voice used in responses.
The month prior to switching social media care tools (February 2020), our social service response time (SLA) was 11m 57s. Yes, this was still meeting and exceeding our SLA of 15 minutes, but we knew we could do better to service our clients even faster.
3. What were the results? Please cite qualitative and quantitative results.
Through the implementation of Khoros Care, Paychex is able to meet and exceed expectations to provide seamless service via social media.
From March 9 – July 9, 2020 we have streamlined our social service agent efficiency by 67%.
- This means by creating workflows with specific keywords and post rule sets, as well as having specific queues auto-sorting marketing and talent acquisition items in Khoros Care, agents are able to focus on what matters most, helping clients and their employee’s with their concerns – and will only see items that come in via our customer care or default queues.
From March 9 – July 9, 2020, our accumulative median TAR for social service was 8m 36s.
- In only four (4) months, our social service agents have decreased average response time (TAR) by 3m 21s.
Setup of 50+ templates as starting points for service agents to use to respond to items on social media. Templates utilize a consistent tone-of-voice to other client communications and our external website, addressing commonly asked questions.
- Setup of this feature which was essential for providing resources for questions from clients and their employees during COVID (directing them to our COVID Help Center).
We all know #MetricsMatter, and now we can formally show that with our social service program and deeper developed month reporting. Paychex is now able to have the data to show how much of our social media volume we are formally able to resolve via social vs what needs to be formally escalated and investigated internally.
- In fiscal month of June (May 29 – June 25), 25% of specific service social volume was resolved directly on social media, without a formal escalation internally. Allowing clients and their employees to get the help they need, when they reached out to us on their communication method of choice (social media).
- We are also able to segment our data to determine the audiences we help on social media (our clients and then their employees).