Company background: WesBank is South Africa’s leading asset-based finance provider, now, and for the past 40 years. We’re able to offer our customers the best possible vehicle finance because we’re the partner of choice for over 60 leading international brands, including automotive OEMs, insurance providers and oil companies. We’re also able to offer leading customer service thanks to our vast industry knowhow, digital integrations and by virtue of being a division of the FirstRand Group – Africa’s most innovative financial services provider.
Contact: Jade Thomas
Title: Contact Centre Manager
Related URLs: https://www.wesbank.co.za/about-us/
Kudos Category: Keep Calm and Carry On
1. How did your team shift your existing strategy to better engage customers during a crisis?
WesBank wanted to service customers via social media and drive education on their website. They needed a platform that would enable them to track queries received and plan better for their service offerings going forward. During the Covid-19 crisis this proved to be even more crucial.
2. What operational processes did you create or change to respond in a time of crisis?
The team manages human error risk by using agent response templates for handling complicated queries.Khoros Analytics enabled the team to get a better understanding of customer needs as well as customer frustrations through the use of CSAT surveys. Welcome Responses are used to manage expectations.
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?
Engagement rate increased by 42% ,Achievement of SLA target improved by 57% Conversations flushed dropped from over 9 to 0%.The Khoros platform gives a whole new dimension to community management. The powerful insights have provided us with a deep understanding of what our clients need.
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