Company: Vox Telecom
Company background: Vox prides itself on technical expertise, innovation and the delivery of superior product quality. Vox is regarded as a leading innovator in the industry and takes full responsibility for all implemented technology and systems, from concept to installation. Specialist product managers are responsible for managing their respective portfolios, ensuring continuous research and development and adherence to the highest standards. The Vox Service Center is a 24/7/365 operation that not only offers immediate support for all customers, but also continuously monitors all of Vox’s networks and infrastructure to ensure that quality of service is always maintained. An extensive team of account managers and technical engineers are employed in each regional office, ensuring local service and timely implementation of solutions.
Contact: Kay Korff
Title: Customer Service Manager
Kudos Category: Best-in-Class: Care
1. What were your organization’s digital customer service initiatives? What channels do you support today?
Vox has combined our customer care across two active Facebook accounts, two multipurpose Twitter accounts, an Instagram account, a TikTok account and LinkedIn account. We are setting the benchmark on providing customer services within the Telecommunications Industry.
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?
The most important issue we wanted to solve was the response management to customers on the forums to provide quick & effective feedback and uphold our public image. We respond to all forums with ease & deliver excellent customer service.
3. What 1-3 metrics best describe your success? (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)).
1. Call deflection and reducing costs for end user - Keeping customers updated on service disruptions. 2. Agent efficiency - In-Dept training & monitoring of implementations 3. Response Speed - All queries are being attended within a 30-minute timeframe, but typically respond within 6 minutes.