2022 Customer Awards: Swisscom - Holistic Customer Engagement Platform

2022 Customer Awards: Swisscom - Holistic Customer Engagement Platform

Company: Swisscom

Company background: Swisscom, Switzerland’s leading telecoms company and one of its leading IT companies, is headquartered in Ittigen, close to the capital city Berne. Outside Switzerland, Swisscom has a presence on the Italian market in the guise of Fastweb. To the end of the 1st Quarter 2022 around 19,000 employees generated sales of CHF 2,768 million. It is 51% Confederation-owned and is one of Switzerland’s most sustainable and innovative companies.

Contact: Joel Viotti

Title: Business Owner

Related URLs: https://community.swisscom.ch/?category.id=community_de

Kudos Category: Holistic Customer Engagement Platform

1. Tell us about your integration or unification strategy for connecting multiple CX teams and tools.

In an ever changing world with new upcoming channels, it’s important to streamline and simplify the technology that connects a brand with their customers. With Khoros’ Care APIs, we are able to integrate multiple channels to this end. In light of this, we’ve been able to provide an excellent ongoing customer experience for our customers – one that scales for 1:N channels. We cherish the relationship we have with our customers and see it as our duty to provide this experience across their channel of choice.

One of our main values at Swisscom is Curiosity. With this in mind, we exercise our curiosity by maintaining an active presence throughout as many of our customers’ touch points as possible. We’re dedicated to bringing value to our customers, and we’re always open to learn and be flexible when it comes to trying new things.

Through this process, we’re sometimes able to find ways to positively disrupt customer service; for instance, GBM comes to mind . Khoros has been pivotal in providing support, especially when it comes to technical needs alongside access to GBM and TikTok.

In all, we believe our success comes from the following factors:
-Be courageous.
-Think big but start small.
-Always put yourself in the shoes of the customers!

2. What specific impact(s) has a more holistic engagement platform had on your customer and/or employee experiences?

Overall, a holistic engagement platform has allowed us to create fans with each and every interaction – as a result, we’re much closer to our customers. Naturally, this means we place a high value on sentiment conversion.

With the possibility to build a community on each platform we become much more relevant. Insights gleaned from these platforms – such as developing products and processes and knowing when to prioritize backlogs – are very helpful across all of Swisscom’s departments. Or having a 360° view of our customers’ experience through all steps of their journey, we’re able to detect upcoming issues quickly and can implement solutions accordingly.

What’s more, utilizing sentiment analysis allows us the ability to stay in the know about how our customers view Swisscom. This ‘big data’ is also visualized in a way that’s easy to understand and paints a picture of customer feedback instantly.

3. What specific business outcomes and successes have you measured resulting from those improved employee and/or customer experiences? Please use metrics if possible.
This improved overall customer and employee experience allows our small team to efficiently remain present on more social channels than ever. Currently, we’re able to treat Facebook, Twitter, LinkedIn, Youtube, TikTok, the Swisscom Community, Google My Business, Google Business Messages, and App Store Reviews even with a small team. Some following metrics to highlight this are listed below:

-We’ve noted a 57% Increase in responses
-We’ve seen a 68% increase in agent efficiency
-We’ve seen a 480% increase in positive sentiments