2023 Customer Awards: Swisscom - Best-in-Class: Digital Customer Service

2023 Customer Awards: Swisscom - Best-in-Class: Digital Customer Service


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. 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://khoros.com/resources/swisscom-google-business-messages-case-study

Kudos Category: Best-in-Class: Digital Customer Service

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, revenue growth, cost savings, etc.)

Being innovators of trust, we are always looking to create unique customer experiences by using state of the art tech and channels on which our customers experience a seamless customer service. We have identified Google Business Messages to be a channel that helps us digitizing and rethink Customer Care interactions by putting the customer at the center and engineering backwards. Our activities on GBM help customer care achieve best customer experiences and improve operational excellence. 

2. Which Khoros elements did you implement as part of your digital solutions? Include details on the channels or tools you added and how your solution was unique and innovative.

As Khoros Care provides the API for Google Business Messages, we were able to integrate the channel easily and ensure a go live within a few weeks. We were therefore able to provide customers the excellent service from our experts in 4 languages immediately, without enlarging the team. 

Furthermore, using the Analytics functionalities within Care, we were able to detect the potential and advantages using GBM over other interaction channels from the get go. This helped us, identifying the potential early on and take on more entry points.

3. What quantifiable results were achieved? Please include key success metrics. (e.g. revenue growth, cost reduction, CSAT, call deflection, agent efficiency, response speed, resolution rate, etc.)

  • The average handle time for cases are 33% lower than on other social messengers leading to improved efficiency handling customer inquiries. 
  • It takes 25% fewer responses to finish cases compared to other interactions on social messengers.
  • The response handle time on GBM is 34% lower than responses created for other social channels.
  • On GBM, less than half of a percent of cases had to be reopened.
  • Over 75% of customers would have called our hotline if GBM wouldn't have existed. GBM therefore helps Swisscom digitizing customer care
  • Our tNPS on GBM is 10 points higher than the tNPS on other social messengers (same team)

Using GBM helps our department create excellent customer experiences and reach its goals.


Special Thanks: Marcel Rudolph, Ben Schneider

Case Study Opt-In: Yes