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: The Accelerator
1. Please describe your company and your initiative.
We have distinguished ourselves from our competitors by ensuring our customers have easy access to communicate with our customer services and support teams. We are a leading internet and voice service provider with an end goal to establishing a better online presence.
2. What was the “before” state? What challenges did you have to overcome?
The different Social Media response platforms had to be monitored & responded to manually on each platform. The challenges were to monitor, keep record, respond within timeline as well as management by different users.
3. What were the results? Please cite qualitative and quantitative results.
Vox went from monitoring only 2 social media platforms with an average of 201 successful engagements a month, to now monitoring 7 different platforms and successfully engaging in an average of 1 953 conversations via a single solution.