Company: Paychex Inc
Company background: Paychex was founded in 1971 with an insight by B. Thomas Golisano. Payroll is complex for small and medium-sized businesses and Paychex can make it simple. We were the original disruptors, starting small but thinking big. Today we are a leading provider of integrated human capital management solutions for HR, payroll, retirement plans, employee benefits, business insurance.
Contact: Robert Jermale johnson
Title: Communications Manager
Related URLs: <Add supporting URLs of your community, social channels, campaign sites...>
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 is an integral part of Paychex’s Client Relations Team focused on protecting brand reputation. This team works to quickly identify, engage, address and resolve customer concerns across various communications channels both traditional and digital.
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 have a unique structure that encompasses parts of our marketing, service, and HR teams, and we provide true 24/7 support. Our goal was to adopt a platform that would increase the efficiency of our service team. Our service team is no longer bogged down routing unrelated customer service items.
3. What 1-3 metrics best describe your success? (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)).
In our second year using the Khoros Care Platform, we have continued to see impactful results. We’ve increased our total satisfaction score by 14% since 2020, and our social service team has reduced our Median TAR by 10 minutes, a decrease of five minutes since 2020.
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