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Company: MTN South Africa
Company background: MTN is a global player that operates in 22 markets in Africa and the Middle East. The company now offers e-commerce and digital services in music, financial services and entertainment. As a socially responsible company, MTN, through its philanthropic arm the MTN SA Foundation, MTN leverages the power of connectivity to facilitate access to education and healthcare, and fosters the development of entrepreneurship and the arts.
Contact: Ronelle Cain
Title: Senior Digital Manager
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Kudos Category: All-Ways Connected
1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve?
MTN was faced with the challenge of handling increasing volumes of social media interactions via Facebook and Twitter and to respond effectively to the requests for customer service on their other support channels. We looked for the best way to achieve an innovative solution to our digital care.
2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement?
MTN believes that everyone deserves the benefits of a modern connected life, hence as part of our BRIGHT Strategy, we aim to make our customers lives brighter, by "Providing the Best Customer Experience through various Digital Channels".
3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation).
Through partnering with YOUKNOW and implementing the Khoros Care solution, we were able to scale our operations to 80+ social care agents, reduce response times by 80% and engagement increased by 38%. CSAT scores also improved drastically, overall volume also increased by 150%.
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