Company background: NortonLifeLock is a global leader in consumer Cyber Safety. We believe the digital world is only truly empowering when people are confident in their online security. For more than four decades, our experience in cybersecurity and identity theft protection lets us help people live their digital lives safely. Our award-winning products and services span across multiple brands including Norton, LifeLock by Norton, Avira and more. We continue to evolve our device security, online privacy and identity protection solutions as emerging cyberthreats do. We are the consumer's trusted ally in an increasingly complex and connected world.
Contact: Charlie Sathyaraja M
Title: Supervisor, Community Mgt
Kudos Category: Best-in-Class: Digital
1. What challenges did your organization face that required a digital strategy? Provide details on the issues you were trying to resolve or the goals you were trying to achieve. (e.g. reducing handle time, improving CSAT, reducing per-interaction costs, etc.)
At NortonLifeLock, being a multi-brand company, we place a high focus on being there for our customers 24/7. We recognize that engagement is the heart of social media support – social media communication is a wonderful way to build relationships with our customers and to showcase value that sometimes doesn’t become fully realized in one-to-one conversation. In light of social support being an expanding avenue, we wanted to ensure that we have 360 coverage to agiley answer any customer inquiries that flow into our social channels. Overall, as a company that provides support on a variety of social channels, managing quicker response times could sometimes be a challenge. However, by utilizing Khoros Care,, we were able to handle this challenge and to maintain a response-time threshold of less than 15 minutes for our L1 English queue.
2. Which elements did you implement as part of your digital solutions? Include details on the channels or tools you added, where you implemented AI or automation, and how your solution was unique.
To ensure we keep support continuity across our social channels – like Facebook, Twitter, Instagram, and LinkedIn, for example – and to ensure our community feels engaged and supported, we utilized CRM integration. The utility of CRM integration helps our agents keep track of previous customer cases from a variety of support channels whether it be through chat, phone, or social. As a result, this makes sure that our team is up-to-date with customer’s concerns both past and present, and allows us to avoid asking questions they might have encountered by using another support resource.
3. What specific results were you able to achieve? Please include key success metrics. (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)
Khoros Care has been tremendously helpful by helping our agents stay on track in regards to their performance. Further, it’s increased their efficiency! As response time is one of our key metrics for our L1 English queue, we’re able to stay within our goal of less than a 15 minute handle time.
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