Company: Lucky Mobile
Company background: Lucky Mobile is a Canadian prepaid mobile virtual network operator. Lucky Mobile is Canada’s super cheap mobile provider. There’s no credit check, no long-term commitment and no data overage charges. Truth is, you don’t have to be lucky to get great mobile savings – you just have to be with Lucky Mobile.
Contact: Darrell Harrison
Title: Community Manager
Related URLs: luckymobile.ca & forum.luckymobile.ca
Kudos Category: Best-in-Class: Social
1. Tell us how you are using Khoros’ Social Media Management capabilities (moderation, publishing, listening, etc.). Please include a full list and be as specific as possible.
Khoros allows us to effectively manage moderation. We have implemented various smart views that allow us to closely monitor emerging trends. Additionally, we have integrated visual alerts into our system to promptly identify different trends and allocate the necessary resources accordingly. These measures ensure that we can stay proactive and responsive in addressing emerging issues as they arise.
We Employ 4 fulltime moderators who support social and community. Community has a SLA of 36 hours and we use Khoros Care to Tag Community posts based upon keywords and use Manage View to listen and respond.
2. Share your goals and key strategies with these capabilities and how Khoros Social Media Management helps drive success for you.
With a team of four dedicated full-time moderators who have access to both regular Care Lucky Mobile channels and social platforms. We have established a robust social traffic control system. This allows us to monitor trending topics across social media and the community, ensuring the protection of our brand's assets. Our primary focus is to maintain a sense of control and be readily available whenever our customers require support.
While our strategic goal is to respond to all customer inquiries on social platforms within 15 minutes, 7 days a week, from 8 am to midnight without any exceptions, we recognize the importance of meeting this target consistently.
Our average agent response time is currently below our targeted response times, demonstrating our commitment to providing swift assistance to our customers. Furthermore, we have incorporated the engagement rate as one of our main objectives. By effectively filtering out noise and irrelevant conversations, we enable our teams to remain dedicated to better serving our customers.
We continuously strive to enhance our response times and optimize the support experience for our valued users.
3. What specific results did you achieve by optimizing your social strategies with Khoros? Did you seize new revenue stream opportunities, serve customers better, protect your brand and/or grow your business (increased subscribers, engagement, awareness, etc.), grow revenue, reduce costs, or a combination of these things?. Please include quantifiable metrics where possible.
Lucky Mobile is most proud of the 95% customer satisfaction score our users have given us after a social interaction in Q2 of 2023. We were able to increase the satisfaction rating by over 30% from the previous quarters by focusing on improving the quality of conversation we have with our customers on the Khoros Care platform. The lucky Mobile Community has seen a 44% YoY increase in traffic with the incorporation of social-to-community pathing that the moderators are utilizing.
Special Thanks: Luke Wolters, Rob Delbello
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