Company background: Founded in 1931, Midco is the leading provider of internet and networking, cable TV, phone, data center and managed services, home automation and advertising services in the Midwest. More than 410,000 residential and business customers count on Midco services in 342 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin.
Contact: Ken Nelson
Title: Customer Care Manager
Related URLs: www.facebook.com/MidcontinentCommunications/ https://twitter.com/Midcontinent
Kudos Category: The Accelerator
1. Please describe your company and your initiative.
We are ambitious, bold, and enthusiastic about technology and innovation. We're dedicated to empowering and inspiring the people of the Midwest. Our mission is to be the best communications company in the country for our customers, employees, stakeholders, and communities.
We have an aspirational goal to have 75% of our customer interactions handled in either a digital conversation or through self-help options. Getting to that level will require us to offer Support where our customers want to be. A substantial, versatile, and ever-adapting platform will be needed to achieve this goal. Someone as bold and enthusiastic as Midco is mandatory for an objective like this, and luckily for us, Khoros has answered that challenge.
2. What was the “before” state? What challenges did you have to overcome?
We began our journey with Khoros Care (Lithium) in 2018 as our social media engagement tool. Our Customer Care team used Response as a support option on our Midco Facebook and Twitter accounts, and our Marketing/Communications used Response to interact with fans on our Midco Sports Network Facebook and Twitter pages.
Our traditional Customer Care chats came in on a different software platform. We also make it a point to reply to all Google Reviews left at any one of our 22 Google Locations. We had to log in to each of these locations as a review was received and answer it there.
Having so many processes across different platforms left us with a lot of inefficiencies and wasted time transitioning back and forth. We also lost productivity in our old chat system, because we often had to wait minutes for a customer to reply instead of just moving on to help the next customer. Something had to change, and oh boy has it. You might want to strap in for this next part. 😊
3. What were the results? Please cite qualitative and quantitative results.
Starting in July 2019, we stepped on the accelerator and have been adding integrations, capabilities, and improved customer experience to Care ever since.
We would not have been able to achieve the success we have without a great partnership with Khoros. Overall, excluding Google Reviews, Customer Care has handled nearly 39,000 more digital interaction from February 1, 2020, to July 30, 2020, than we did for the same timeframe in 2019. That equates to an increase of 77%. We are well on our way to reaching our goal, and our customers love the options. Let’s hear from a few of them.
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