Company: Videotron
Company background: Videotron is a Canadian telecommunications leader. A wholly owned subsidiary of Quebecor Media Inc., Videotron is an integrated communications company engaged in cable television, interactive multimedia development, Internet access, cable telephone and wireless telephone services.
Contact: Julien Durand Burgoyne
Title: Sr. Manager Digital Engagement and Social Media
Related URLs:
https://corpo.videotron.com/en/company/our-company
https://videotron.com/
Kudos Category: Partners for Life
1. Describe your partnership with Khoros. Tell us about which Khoros teams you partner with (e.g. Strategic Services, Professional Services, Customer Success, etc) and the outcomes you were hoping to drive.
Videotron’s primary focus has always been delivering best of class customer service, and to engage with our customers wherever they are, whatever they need. This desire to provide the best customer service made us early adopters of non-traditional channels such as social media and asynchronous messaging. We rapidly understood the need to have a powerful digital engagement tool and this is why Videotron and Khoros have been partners since 2015. We first launched Lithium Response (now Khoros Care) and a year later we launched our community. Throughout the years we interacted with many different teams at Khoros, professional services, customer success, The service and partnership with Khoros and its teams have always been impeccable. Everything we did with Khoros over the years allowed us, to drive digital engagement, to innovate and push the envelope in an industry where traditional call centres are deeply rooted all while maintaining our excellent customer service for which we are known for.
2. How have your Khoros partners helped you shape your strategy and align your people and processes?
At first Khoros helped us elevate our service levels and deliver our best-in-class customer service over social channels with the same degree of excellence to which our customers are accustomed to on our traditional channels. With the community Khoros helped us build an evolving support community for our customers, further driving digital engagement and customer satisfaction. In the last few years, the partnership with Khoros, especially interactions with our CSMs and account executive, the events, webinars, training and coaching offered by Khoros, helped us put in place a new global digital engagement strategy that uses social channels and asynchronous messaging to deliver better customer service outside of traditional phone or live chat service. This was possible through three major milestones. First, we launched Secure Verification in March 2020 right at the beginning of the COVID-19 pandemic, allowing us to be among the first Canadian telecommunications company to authenticate customers and deliver end to end service over Facebook Messenger and Twitter DMs. It was an immediate success, and since then our digital channels kept growing. The second milestone was the participation in the Google Business Messages early access program, made possible again through our partnership with Khoros. We launched in November 2020 being the first Canadian Telco to use GBM, and in only a few months GBM became one of our most popular digital channels. The third milestone was in October 2021 were we able, thanks to Khoros, to participate in the Secure Forms early access program, allowing us to authenticate our customers fully and securely on every private channel including GBM. Adding to that, we just launched Push Next, and thanks to our management and our Khoros CSM the change management was a breeze and agents are unanimously loving it.
3. What successes have you experienced because of your partnership with Khoros? How are you better able to deliver your strategic priorities and deliver value back to your business? Please include metrics if possible.
Since March 2020 we have roughly tripled our overall customer interactions, while being able to do more for our customers and thus significantly raising our number of incoming messages and responses per conversations, rivalling what we can do on our traditional channels without the need to wait on the phone or in a live chat queue. While our interactions tripled, became longer and more meaningful, our staffing needs only grew by 60%. While this growth was happening our CSAT grew alongside it. Reaching over 80% CSAT on Facebook and Twitter. Our partnership with Khoros and the tool itself, allowed us to scale up our digital engagement significantly. While allowing the impact of that growth to be managed easily but also our costs grew at a significantly lower rate than if we would’ve faced that growth in traditional channels and tools.
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