2023 Customer Awards: BT - Keep Calm and Carry On

BT logo
Company: BT

Company background: British multinational telecommunications holding company.

Contact: Jennifer Tierney

Title: Content Designer

Related URLs: https://business.forums.bt.com/ https://business.forums.bt.com/t5/What-s-new/BTConnect-email-addresses-and-how-to-access-your-email/td-p/88701 https://business.forums.bt.com/t5/Email-and-hosting/Microsoft-s-Changes-to-applications-using-Basic-Authentication/td-p/88278 https://business.forums.bt.com/t5/Email-and-hosting/bd-p/Webhosting

Kudos Category: Keep Calm and Carry On

1. How did your team shift your existing strategy by using Khoros technology to better engage customers during a crisis?
Our community was always a second focus after our help site. This changed when customer email access was affected with basic authentication changes. The community then became the primary hub for our members and from this engagement we made the business aware of how the customers were impacted and worked closely with product managers and tech helpdesks to be proactive in providing the right support.  

2. What operational processes did you create or change to respond in a time of crisis? How were you able to be innovative using Khoros?
The community is now the first place we look at to inform our customers, we’re even migrating some help learn content to our community. We’ve also added a dedicated community widget in our help articles. We also heavily relied on great Khoros’ features like pinning information posts and updates to our homepage. 

3. What success metrics did you use to determine if your shifts in strategy and process had the desired outcomes? What were those quantifiable outcomes? Please be as specific as possible.
Our community engagement was our principal metric which we monitored by tracking the number of members helping each other as well as views and kudos on posts, new sign ups and survey responses. New sign ups have increased by 106.47% since the crisis occurred and survey responses have risen by 82%. This additional engagement has helped to positively support the call deflection rate. 

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