Company: Midco
Company background: Founded in 1931, Midco is a leading provider of internet, TV, phone, advertising & data center services in the Midwest. More than 440,000 residential and business customers count on Midco services in 400 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. This year, Midco was rated the best for Residential Internet Service Satisfaction in J.D. Power’s West Region. Not only was Midco ranked #1 for overall customer satisfaction, but they also received top scores for Performance & Reliability, Communications & Promotions and Billing & Payment.
Contact: Kevin Perry
Title: DIGITAL CX OPS MANAGER
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Kudos Category: Best-in-Class: Digital
1. What challenges did your organization face that required a digital strategy? Provide details on the issues you were trying to resolve or the goals you were trying to achieve. (e.g. reducing handle time, improving CSAT, reducing per-interaction costs, etc.)
At the beginning of 2021, it became evident that Midco needed to solve two things. 1) How to keep up with the ever-expanding and ever-changing digital world our customer base is quickly adapting to. 2) How to leave customers feeling just as connected and valued as we do in verbal conversations.
2. Which elements did you implement as part of your digital solutions? Include details on the channels or tools you added, where you implemented AI or automation, and how your solution was unique.
Midco implemented a Khoros Chat Bot on their website. This accounted for 46,922 (24.36%) of the total interactions; 26.74% of those never had agent interaction. Midco put a big emphasis on tone but also ensured easy customer off-ramps to maximize ease of business for customers.
3. What specific results were you able to achieve? Please include key success metrics. (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)
The Bot was able to save roughly 1-2 FTE over the course of the year, and additionally lead to more meaningful conversations with agents. With a focus on tone in both agent and bot interactions, C-Sat went from an average of 4.574 in 2020 to an average of 4.638 in the past 12 months.