2022 Customer Awards: Lucky Mobile - Rookie of the Year

2022 Customer Awards: Lucky Mobile - Rookie of the Year



Company: Lucky Mobile

Company background: Lucky Mobile was founded in 2017 and is Canada’s newest prepaid mobile service provider. At Lucky Mobile, we are committed to providing cheap phone plans to Canadians.

Contact: Darrell Harrison

Title: Community Manager

Related URLs:

Community: Luckymobile.ca/community

Website: www.luckymobile.ca

Kudos Category: Rookie of the Year

1. Describe your company and your organization.
Lucky Mobile is Canada’s super cheap mobile provider, and switching is easy. We don’t believe in surprise charges, so there’s no guesswork for customers to manage their spending. With no credit check and no contract to sign, everyone can get a Lucky Mobile plan.

2. Why did you choose to invest in Khoros and what was your experience before making the switch from a previous solution or investing in new technology.
We chose Khoros as they’re the demonstrated industry leader in the social and community space. With integrated social, response & listening solutions, Khoros provided the right platform to launch and grow Lucky Mobile support, and will help us adapt into a self-serve and peer to peer support community.


3. What were your goals when investing in Khoros technology and what successes have you already experienced because of the investment? Were you able to gain traction faster than expected? Please include metrics if possible.

We launched the Lucky Mobile Community mid-September 2021 with the purpose to connect our prepaid mobility customers in a one to many, peer to peer support and customer success forum spanning both English and French. Our long-term goal is to build a customer driven self-serve, support and solutions platform leveraging only the knowledge of others willing and able to support. Using gamification and rewards, we aim for Lucky Mobile to be a fully self-supporting community in the future. Current estimates have the Lucky Mobile community on pace to deflect over 5,000 calls from frontline in 2022 alone.

We enlisted a growing team of experts and moderators to build adoption and assist in the support and education within the Community and in our first 8 months we have surpassed:

133,000 Page Views

49,000 Visits

36,000 Unique Visitors

Awarded 2,400+ Badges

Added 50 Solutions

All in nearly 11,000 logins with an average of 7.1 minutes of online time per user.

The increased engagement from our users over the first half of 2022 has been all the difference; rising from just 9% of solutions authored by the community September – December 2021, to over 50% authored by the community January to May 2022, with those solutions being viewed over 10,000 times.

In such a short time, with a small amount of users in a prepaid market, with Khoros the Lucky Mobile Community is demonstrating its ability grow, engage and resolve quickly.