Company background: TELUS (TSX: T, NYSE: TU) is a dynamic, world-leading communications and information technology company with $14.8 billion in annual revenue and 15.3 million customer connections spanning wireless, data, IP, voice, television, entertainment, video and security. We leverage our global-leading technology to enable remarkable human outcomes. Our longstanding commitment to putting our customers first fuels every aspect of our business, making us a distinct leader in customer service excellence and loyalty. TELUS Health is Canada's largest healthcare IT provider, and TELUS International delivers the most innovative business process solutions to some of the world’s most established brands.
Contact: Lauren Wesanko
Title: Sr. Communications Manager
Kudos Category: Best-in-Class: Care
1. What were your organization’s digital customer service initiatives? What channels do you support today?
At TELUS, our top priority is putting our customers first. This means offering them the very best products and services and supporting them when and how they need it with a strong focus on social media support. One of our main 2020 goals is to provide best in class self-serve solutions through increased digital adoption while increasing contact offload. We’ve successfully done this through leveraging social media moderation.
2. What was the most important issue you were looking to solve via your digital technology (e.g. community and/or social media management platform) — and what makes your approach to that achievement unique?
In early March 2020, we began to see the effects of COVID-19 on our customers in Canada and within our call centre environments internationally. Throughout the progression of the pandemic, we watched our contact centre in Manila force shutdown, who are responsible for supporting 100% of our customers with home services, 70% of voice customers, internal tech support and prepaid customers. With this subtraction of call centre support, customers quickly turned to social media for support and our volumes spiked exponentially.
In addition to the increased social support volumes at TELUS, we experienced a bottleneck of inquiries at our flanker brand, who also use the Khoros Care platform, and our team were able to flex and support cross-brand.
3. What 1-3 metrics best describe your success?
When we look at the last 18 months of conversation volumes and requirements for customer care, COVID saw the highest need over social from our base.
Between March and April, we experienced an average of ~54k conversations per month, a ~45% increase from the usual volumes we experience. This resulted in a $1.2M saving in operational expenses from March to May 2020.
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