2021 Customer Awards: TymeBank - Keep Calm and Carry On

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Company: TymeBank

Company background: With a sharp growth of over 2.71 million customers in just two years since its launch in February 2019, TymeBank needed to quickly and effectively scale their social media team and manage all social media channels in one location. With no traditional bank branches, an immediate priority was finding an efficient way to track and respond to all social media queries from customers who were taking to online channels to ask questions regarding the bank’s offerings and digitally transacting on their accounts.

Contact: Lungile Mdaki

Title: Community Team Manager

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Kudos Category: Keep Calm and Carry On

1. How did your team shift your existing strategy to better engage customers during a crisis?
After the bank launched, the community and therefore, the team of Engagement Specialists, scaled at a very rapid rate - going from a single Community Manager to a team of four managed by a Community Team Lead - in just a year. Khoros was able to seamlessly onboard new team members.

2. What operational processes did you create or change to respond in a time of crisis?
Almost immediately after implementing Khoros, we could start monitoring and collating clear, real- time customer needs data through conversations of our online community which helped us drive digital and financial literacy through key focus messaging.

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?
116% improvement in turn around times, 14% increased engagement and more that 50% increase incoming conversations. While TymeBank does partner with some stores where they have an ambassador presence for in- person engagement, to do this we rely on Khoros Care to bolster social media support.

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