Company: Bell Canada
Company background: Founded in Montréal in 1880, Bell is Canada’s largest communications company, delivering a wide range of service innovations to consumers, businesses and government customers across Canada including LTE Advanced, Fibe Internet and TV, WHI, cloud and data hosting, IP voice and collaboration, Connected Cars, Smart Cities and Internet of Things.
Contact: Darrell Harrison
Title: Community Manager
Related URLs:
Community: Bell.ca/forum
Website: Bell.ca & Support.Bell.ca
Kudos Category: Best-in-Class: Community
1. Describe the organization's objectives in launching a community. What is the use-case and purpose of your community? Do you use your community for support, enablement and learning, marketing awareness, customer success, driving sales, product innovation, etc.? Has the community charter evolved in any way since launch?
Our use case has been to expand Bell Canada’s digital support offering and enabling a peer to peer support and communication platform. In turn, our Khoros community will be able to provide Bell Canada an enhanced digital support experience while reducing frontline operational costs.
We launched our Bell Community Forum in September 2021 with the purpose to connect our customers together in a one to many peer to peer support and customer success model across both English and French. Our goal is to drive self-serve, support and solutions for those with the knowledge and know how and to educate those in need. Community is not a separate entity from our other digital support spaces managed by Khoros. We have integrated the Community with all our digital entities; Social, echat, Web and app support to increase our digital support reach and target niche topics and advanced issues.
2. Tell us about how you are using your community and how you made it happen. Did you get executive/business/stakeholder buy-in? What was your process to gain this buy-in? How have you achieved cross functional support, added stake-holders and increased organizational adoption?
Community is being utilized in our digital support channels by driving traffic from frontline support to community and digital self-serve.
Buy-in: achieved in conjunction with Khoros to mitigate potential risks like negative brand sentiment highlighted by the executive team. Khoros helped mitigate and provided solutions in a viable business case and ROI.
With COVID-19 changing the way we all work and rely on our internet, TV, mobility and home phone services; now more than ever was the time to provide another platform for our customers to communicate and get support.
With full business and stakeholder buy-in, we leverage our Community to investigate, track, communicate, update and escalate issues affecting only a few; to large issues such as outages and service interruptions affecting thousands across the country.
3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. Please include metrics if possible.
The launch of community has been a game changer in our care strategy. A peer to peer platform solution intended for customers to help and support each other is proving to be a win-win solution for both our customers and our moderators, who also serve as our Care Specialists in Khoros Care. The complexity of some questions in community has pushed us to expand our knowledge base and at the same time seek support from various teams and experts within.
With over 60 subject experts available to us in Community, our Care Specialists in regular social channels (Facebook and Twitter) don’t shy away from promoting our communities and cannot wait for the TKB to be fully integrated in our Care platform. We track trends and solutions in community to share with our non-moderator Care Specialists and have provided four community templates for them to use in social to direct their customer to the community forum for either a current issue/out of scope problem or future self-serve opportunities.
In our first 9 months since launch we have grown the Bell Community Forums to:
1,100,000 Page Views
516,000 Visits
461,000 Unique Visitors
35,000 User Logins
Average of 9 minutes online per user
1,600 Topics
4,600 Posts
2,700 Likes
190 Solutions, with over 60% authored by the community.
Awarded 5,700 Badges
Published 26 Knowledge Base articles
Achieved a personal best CHI score of 714 and an average of 546 to-date.