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2023 Customer Awards: Bell - Best-in-Class: Digital Customer Service
Company: Bell Company background: Bell is Canada’s largest communications provider, connecting millions of customers throughout the country on our powerful wireless and fibre networks, and delivering compelling content to national and local audiences on our leading TV, radio and digital platforms. Our team of more than 50,000 reflects the diversity of the Canadian population and includes employees living and working in communities of all sizes across every province and territory. Contact: Imad Daoud Title: Sr Manager, Digital Support Related URLs: Bell.ca, forum.Bell.ca, facebook.com/BellCanada, twitter.com/bell_support 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.) COVID public health measures were disruptive to Bell’s contact centres ability to handle an influx of calls while managing the implementation of a massive work from home process. This left Bell searching for customer support alternatives and the peer-to-peer model secured our ability to provide users with a digital customer support option that is not agent dependent. It was clear that Bell needed a Digital First strategy with the following objectives; Reduce agent contact dependency Increase digital adoption & engagement Provide additional channels of Digital Support Improve customer satisfaction rating Maintain a simple digital management process By utilizing the Khoros Care platform, Bell was able to manage and moderate various social media platform such as Facebook, Twitter, LinkedIn and the Community Forums. The ability for agents to manage multi-channel communications with customers in a one-stop-shop has allowed Bell to minimize operational costs while maintaining a high-quality level of digital customer support. Khoros Care is currently being used by more than 30 agents who handle customer inquiries and comments, as well as moderate different social media platforms at a reduced cost per contact. 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. Khoros Care Khoros Social Media Khoros Community Forums Unified Analytics (Khoros & Internal database) Federated Search RSS Feeds App integration in the MyBell app Service interruption alerts Bell & Khoros digital assets together to better serve customers Bell connected its Community's TKB/How-To’s and Solutions to Khoros Care that enables the agents to search and select related or helpful topics and articles to Social Media customers. In July of 2023 we added Blogs to the Bell Community. The content focused on helpful and related information about new tools, events and marketing opportunities relevant to the Community user. Collaborating with Brand and Marketing they were able to leverage the Blog for social campaigns. Building upon the success of those small campaigns, the Bell Community connected with the Fraud & Security team to author and publish 6 fraud prevention blogs that were featured in a Connected Newsletter to our customer base. Linking multiple digital assets has proven to be a success with the first week as 14% of all Community Page View were attributed to those articles. Community & Social keeping Bell customers informed Bell has also started utilizing its Community platform to send out notifications regarding service interruptions. The simple and quick process to publish and update content using the Khoros platform solves the problem of timely, complicated and expensive procedure needed its main site. This helps effectively communicate with and provide a platform for those who are or may be affected. Our process involves providing frequent updates and utilizing solutions that highlight ETAs and restoration progress. The positive outcome of this initiative has allowed us to further innovate by using the Community platform to host two hidden microsites. These microsites specifically support Outage/Service Interruption Alerts specifically for Bell Aliant and MTS customers. In mid-2022 a competitor’s nationwide internet and cellular outage affected over 12 million Canadian (25% of Canada). This included emergency services, electronic sales transactions, public transportation, government services and many other day-to-day operations. The inability to communicate left many users unaware of the situation and without regular updates. As a result, Bell has incorporated an outage plan, which includes transparent communication and updates for major service interruption that in part utilizes the Community Forum as a main source of information to impacted users. Since the Forums are hosted on the Khoros platform and would not be impacted by a company outage, it serves as a perfect contingency plan to keep the customers up to date. Working with Khoros, Bell is currently looking to build on and improve the current outage process to deliver enhanced features and functionalities that will better automate the outage communication. Bells One-Stop-Shop with Khoros Care Bells business structure was previously divided among various platforms, making it challenging to have a unified perspective and a single point of contact. However, thanks to the implementation of Khoros Care, we successfully migrated all of our Bell Media social entries onto one platform. This move not only reduced costs but also provided greater visibility and improved metrics. The transition to Khoros Care enabled us to identify gaps in our engagement rate within Bell Media, prompting us to develop a strategy to handle complex conversations more effectively. As a result, our engagement rate skyrocketed from 5% to an impressive 37% within a couple of months. Khoros in the MyBell App Bell has made significant advancements in its self-serve account management and self-repair diagnostic tools in the MyBell app, aiming to minimize the number of calls received by our customer care center while providing the best digital customer service. To ensure that our customers are aware of these useful tools, we employed social strategies such as coupling content on Facebook carousel and having moderators invite our customers to take advantage of these resources. By empowering our customers to take control of their accounts and services, we put them in the driver's seat. This approach has proven successful in increasing customer awareness and promoting self-serve, ultimately benefiting both our customers and our company. Community Forums with the Bell MBM app, encompasses: Single Sign On capabilities from the app for easy access and instant interaction capabilities (removing barrier to entry) Community RSS feed incorporation into digital assets serving as targeted and relevant entry points Contact-Us pathing focusing on Community support for agent contact alternative Personalized tiles linking to topic specific community content Community content integration with social communication and eChat (agent & bot) In-App Community Forum Federated search Content syndication in various digital assets 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.) With the help of Khoros, Bell was able to increase not only the traffic to its social media platforms (over 580K posts annually) but also other internal digital assets. YoY community user login and total posts increased over 800% with many of Bell customers relying on the Social/Forums for help and choosing the platforms as one of their primary sources for self-servable support with a satisfaction score of 83%. The one-to-many support model has proven to be invaluable to our customers and delivered a 23% improvement in same day contact rate compared to traditional digital support channels. The Community was able to deflect over 300,000 agent contacts annually and continues to deliver cost reduction and lower CHURN benefits due to a 40% resolution rate in 2023 (46% YOY improvement) resulting in a 3.5X ROI. The MyBell app has recently revamped the support section to incorporate Community Forums along with other features and functionalities. This helped Bell to receive the Peoples Voice Webby award in 2023. Being recognized by users as the “People’s Voice” Winner reaffirms the benefits of our commitment to provide our customers with the best Digital experience, which includes a vibrant community and strong social presence. Special Thanks: Luke Wolters, Rob Delbello Case Study Opt-In: Yes
2023 Customer Awards: Lucky Mobile - Best-in-Class: Social
Company: Lucky Mobile Company background: Lucky Mobile is a Canadian prepaid mobile virtual network operator. Lucky Mobile is Canada’s super cheap mobile provider. There’s no credit check, no long-term commitment and no data overage charges. Truth is, you don’t have to be lucky to get great mobile savings – you just have to be with Lucky Mobile. Contact: Darrell Harrison Title: Community Manager Related URLs: luckymobile.ca & forum.luckymobile.ca Kudos Category: Best-in-Class: Social 1. Tell us how you are using Khoros’ Social Media Management capabilities (moderation, publishing, listening, etc.). Please include a full list and be as specific as possible. Khoros allows us to effectively manage moderation. We have implemented various smart views that allow us to closely monitor emerging trends. Additionally, we have integrated visual alerts into our system to promptly identify different trends and allocate the necessary resources accordingly. These measures ensure that we can stay proactive and responsive in addressing emerging issues as they arise. We Employ 4 fulltime moderators who support social and community. Community has a SLA of 36 hours and we use Khoros Care to Tag Community posts based upon keywords and use Manage View to listen and respond. 2. Share your goals and key strategies with these capabilities and how Khoros Social Media Management helps drive success for you. With a team of four dedicated full-time moderators who have access to both regular Care Lucky Mobile channels and social platforms. We have established a robust social traffic control system. This allows us to monitor trending topics across social media and the community, ensuring the protection of our brand's assets. Our primary focus is to maintain a sense of control and be readily available whenever our customers require support. While our strategic goal is to respond to all customer inquiries on social platforms within 15 minutes, 7 days a week, from 8 am to midnight without any exceptions, we recognize the importance of meeting this target consistently. Our average agent response time is currently below our targeted response times, demonstrating our commitment to providing swift assistance to our customers. Furthermore, we have incorporated the engagement rate as one of our main objectives. By effectively filtering out noise and irrelevant conversations, we enable our teams to remain dedicated to better serving our customers. We continuously strive to enhance our response times and optimize the support experience for our valued users. 3. What specific results did you achieve by optimizing your social strategies with Khoros? Did you seize new revenue stream opportunities, serve customers better, protect your brand and/or grow your business (increased subscribers, engagement, awareness, etc.), grow revenue, reduce costs, or a combination of these things?. Please include quantifiable metrics where possible. Lucky Mobile is most proud of the 95% customer satisfaction score our users have given us after a social interaction in Q2 of 2023. We were able to increase the satisfaction rating by over 30% from the previous quarters by focusing on improving the quality of conversation we have with our customers on the Khoros Care platform. The lucky Mobile Community has seen a 44% YoY increase in traffic with the incorporation of social-to-community pathing that the moderators are utilizing. Special Thanks: Luke Wolters, Rob Delbello Case Study Opt-In:2023 Customer Awards: Virgin Plus - Partners for Life
Company: Virgin Plus Company background: Virgin Plus is a provider of postpaid and prepaid wireless voice, text and data communications services throughout Canada. They also offer home Internet and TV services in select areas of Ontario and Quebec. Virgin Plus refers to our customers a “Members” and offers a robust benefits program which provides Members with special offers, discounts, and VIP experiences. Virgin Plus continues its growth and innovates in the telecommunications space providing reliable, affordable TV, internet and Mobile options to Canadians coast to coast. Contact: Imad Daoud Title: Sr Manager, Digital Support Related URLs: Website: Virginplus.ca & Benefits.virginplus.ca Facebook: Facebook.com/virginplus Instagram: Instagram.com/virginplus Twitter: Twitter.com/virginplus & Twitter.com/VirginPlusCare Community: VirginPlus.ca/forum LinkedIn: Linkedin.com/company/virginplus Kudos Category: Partners for Life 1. Describe your partnership with Khoros. Tell us about which Khoros team(s) you partner with (e.g. Strategic Services, Professional Services, Customer Success, etc) and the outcomes of those partnerships. Currently the Community and Social have a Customer Success Manager (CSM) through Khoros. Our CSM helps keep us up-to-date on what's available and coming down the pipe from Khoros. They help us connect with Khoros experts and navigate any issues that we may have. Our CSM has been an integral part of Community success both early on after launch and continually throughout the year as our CSM has helped us with SEO, SSO and Professional Services support and coordination. The Virgin Plus Community has employed the services of a TAM/Technical Account Manager twice during a few projects such as Accessibility and Aurora readiness and other Professional Service projects. 2. How has Khoros’ partnership helped shape your organization’s strategy and aligned your people and processes? Khoros partnership with Virgin Plus shapes our Social and Community strategy as we employ both a Khoros Care and a Khoros Community instance. These instances are integrated and have become dependents of each other; one not being able to function to its full potential without the other. These dependent instances align our Customer Ops and Digital Support arms and force a collaborative process in all aspects from staffing, data analytics and support all the way through to content publishing. 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 quantifiable metrics where possible. Usage of Tags – At Virgin, we utilize Khoros' sophisticated tag systems to collect valuable customer feedback. This feedback is then directed to the executive team, enabling them to make informed decisions and implement key changes. To enhance our tracking capabilities and streamline reporting, we have restructured our tags into distinct categories, each corresponding to a specific line of business. This categorization allows us to closely monitor trending feedback for more efficient reporting. Moreover, we leverage the widget tag, which facilitates real-time tracking of emerging trends. This feature enables us to promptly identify significant shifts and take swift action if necessary within a short timeframe. By utilizing these tools and strategies, we enhance our ability to effectively analyze customer feedback and respond in a timely manner. Manage view – In addition to utilizing tags, the manage view function provides us with a more detailed and precise approach to monitor and track each category of tags. We have configured different views to enhance our ability to track sensitive topics effectively. This enables us to identify and prioritize relevant conversations, ensuring that we can address them promptly and appropriately. By leveraging this granular approach, we can stay proactive in managing discussions and providing timely support. The power of smartviews – Smartviews serve as an excellent method to isolate and categorize conversations or topics, allowing us to assign them to dedicated teams. This streamlined approach enables us to efficiently manage and prioritize different areas of focus. Furthermore, smartviews play a crucial role in generating targeted reports, which prove invaluable in identifying any gaps in our processes. By analyzing these reports, we can gain valuable insights and take necessary steps to address and improve upon any identified areas of improvement. Negative sentiment tracking – By actively tracking negative sentiments, we seize the opportunity for ongoing enhancements in customer service. Through our internal tag system, we closely monitor the complaints expressed by our frequent social Members. These complaints serve as a valuable feedback loop, revealing instances where we may have missed an opportunity to deliver a positive customer experience. This feedback drives us to continually improve our end-to-end processes. While we monitor all customer sentiments on the Khoros platform, our priorities are specifically geared towards addressing negative sentiments first. This approach recognizes the significance of promptly responding to Members who heavily rely on our telecom services. By prioritizing these negative sentiments, we aim to resolve issues swiftly and effectively, ensuring that our customers receive the attention and support they need. Outage and active disaster management – Khoros plays a crucial role in our success when it comes to effectively managing outages. Our Social Media team, being on the front line, captures early indications of outages before they are reported through other conventional channels. Once an outage starts gaining attention on Khoros, we collaborate with various teams to assess the severity of the situation and promptly notify our Members through our Social platforms, ensuring they stay informed about the ongoing outage. We consistently provide updates, recognizing the importance of proactively keeping our Members informed as they expect to be in the loop. This approach allows us to deliver a consistent outage response across our social channels and community. If the outage generates significant social media traffic, we activate an "Outage" queue specifically designed to gather all the conversations identified by our tagging system. Our team members are assigned to monitor and filter the conversations within the queue. Once the outage is resolved and the relevant information is communicated to our Members, we close the conversations in bulk and deactivate the queue. Responding quickly to events that affect the lives of our Canadian users and accurately assessing the sentiment, direction, and strength of that sentiment is a challenging task. However, with Khoros's listening capabilities and trending tags, we have been able to listen and comprehend the perspectives of our members across multiple social entry points. For example, we have leveraged the power of Khoros to communicate our company's actions in response to these sentiments. By tagging the conversations, we have the peace of mind that we can uphold a high level of member satisfaction (CSAT) and service level agreements (SLAs) while still prioritizing other equally important posts for our members. Community - The complexity of some questions in the Virgin Plus Community continues to push the expansion of our How To's (TKB's) and at the same time build out support from various teams and experts. With nearly 100 subject experts available to us, our Care Specialists in regular social channels (Facebook and Twitter) no longer shy away now from promoting our communities and with TKB's integrated into our Care instance we're able to connect Members with the right content and the right solutions. We continue to track trends and solutions in the Virgin Plus community to share with non-moderator Care Specialists all the way up the chain to executive level operations. This data share helps paint the picture of how well we are delivering on our strategic priorities and where we deliver the best value, along with where can we create more value for our Members. The Virgin Plus Community was able to deliver content value to our customers by nearly doubling Accepted Solutions from 90 to 173 (+92%), increasing the quality of the content, thus changing how Community users interacted with the Virgin Plus Community. Solution Views increased from 14.3K to 82.8K (+479%), Page Views from 453K to 463K (+2%), Visits from 184K to 219K (+19%), Unique Visits from 155K to 180K (+16%), Member Logins from 26.7K to 35.5K (+33%) and lowered Time to Avg. Response from 2,851 min. to 1,966 min. (-31%). Special Thanks: Luke Wolters, Rob Delbello Case Study Opt-In:2023 Customer Awards: Virgin Plus - Best-in-Class: Digital Customer Service
Company: Virgin Plus Company background: Virgin Plus is a provider of postpaid and prepaid wireless voice, text and data communications services throughout Canada. They also offer home Internet and TV services in select areas of Ontario and Quebec. Virgin Plus refers to our customers a “Members” and offers a robust benefits program which provides Members with special offers, discounts, and VIP experiences. Virgin Plus continues its growth and innovates in the telecommunications space providing reliable, affordable TV, internet and Mobile options to Canadians coast to coast. Contact: Darrell Harrison Title: Community Manager Related URLs: Website: Virginplus.ca & Benefits.virginplus.ca Facebook: Facebook.com/virginplus Instagram: Instagram.com/virginplus Twitter: Twitter.com/virginplus & Twitter.com/VirginPlusCare Community: VirginPlus.ca/forum LinkedIn: Linkedin.com/company/virginplus 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.) Our Virgin Plus experts are skilled in both mobility and household services. Initially, we faced challenges in accurately determining the handling time for each service, making it difficult to identify which service required the most time from our agents. However, with the implementation of the Khoros queuing system, we were able to create separate queues for mobile and residential services. This allowed us to automatically or manually route conversations to their respective queues. By implementing this system, we were able to conduct continuous deep dives and pinpoint areas where our Experts lacked knowledge. We took immediate action to bridge these knowledge gaps by providing the necessary training to our team. Furthermore, we have made significant advancements in our self-serve account management and self-repair diagnostic apps. These developments were aimed at reducing the number of calls into our Member Care Centre. To increase awareness about these tools, we have implemented effective social strategies. We leverage platforms like Facebook by creating engaging content on a carousel and having moderators invite our members to utilize these tools. Our ultimate goal is to empower our Members to take control of their accounts and services, as our top priority is always putting our Members first. During the time we ran this campaign, we’ve noticed an increase in adoption of self serve solutions and a decrease in calls and chats. Virgin Plus Community June 2022 to May 2023 - Focus was to grow Community user participation and content in the Community (both Virgin Plus & user generated) to build out the Solution and How To base that was connected with Khoros Care in order to allow Social Agents to search and link FB, Twitter and Instagram customers; thus providing self-serve oppourtunities, education, contact deflection/lower contact rate. User participation helps lower the Community TAR (Time to Average Response), thus generating more activity and solutions-feeding the content/solution machine. 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. Community: As detailed above we connected the Virgin Plus' Community's TKB/How To's and Solutions to Khoros Care to allow the Agents to search and select related or helpful topics and articles to Social Media customers. In May 2023 the Virgin Plus Community began a Community blog with content focused on helpful and related content found throughout the Community, highlighting new tools, events and marketing opportunities relevant to the Community user, while also partnering with Virgin Plus Member Benefits. 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.) We were able to move the needle on some significant metrics. While Topics and Posts remained flat at ~900 Topics and 2.2K Posts created during September 2021-May 2022 and June 2022-May 2023; real growth happened elsewhere as we nearly doubled Accepted Solutions from 90 to 173 (+92%). While the quantity of Topics and Posts did not increase, the quality of the content did, and that changed how Community users interacted with the Virgin Plus Community. Solution Views increased from 14.3K to 82.8K (+479%), Page Views from 453K to 463K (+2%), Visits from 184K to 219K (+19%), Unique Visits from 155K to 180K (+16%), Member Logins from 26.7K to 35.5K (+33%) and lowered Time to Avg. Response from 2,851 min. to 1,966 min. (-31%). Special Thanks: Luke Wolters, Rob Delbello Case Study Opt-In:2023 Customer Awards: Bell Canada - Best-in-Class: Community
Company: Bell Canada Company background: Bell is Canada’s largest communications provider, connecting millions of customers throughout the country on our powerful wireless and fibre networks, and delivering compelling content to national and local audiences on our leading TV, radio and digital platforms. Our team of more than 50,000 reflects the diversity of the Canadian population and includes employees living and working in communities of all sizes across every province and territory. Contact: Imad Daoud Title: Sr Manager, Digital Support Related URLs: Bell.ca/forum, Bell.ca Kudos Category: Best-in-Class: Community 1. Describe the organization's objectives in launching a Khoros community. What is the use-case and purpose of your community (support, enablement and learning, marketing awareness, customer success, driving sales, product innovation, etc.)? Has the community charter evolved since its launch, and if so, how? Bell Canada launched a Community Forum in September 2021 to expand Bell Canada’s digital support offering, enabling peer-to-peer support through a platform that allows us to capture, quantify, categorize and communicate. The Khoros community platform provides Bell Canada customers an enhanced and communicative digital support experience while reducing frontline operational costs through increased contact deflection and lower CHURN rates. Bell’s Objectives: Increase Self-Serve interactions - Digital First program Improve user digital experience - additional support channel options & reduced resolution turnaround Reduce agent contact rate – One-to-Many support model Build stronger brand loyalty – Customer Retention Just over a year in, with senior executive support; the Community has grown to include TKBs (How To's), access to digital self-serve tools, over 100 blogs, video content, events and sales/marketing opportunities relevant to the Community user and most importantly outage and alerts notifications. The Community was integrated with all our digital entities; social, echat, web and app support to increase our digital support reach and target niche topics and advanced issues." Use Case: In mid-2022 a competitor’s nationwide internet and cellular outage affected over 12 million Canadian (25% of Canada). This included emergency services, electronic sales transactions, public transportation, government services and many other day-to-day operations. The inability to communicate left many users unaware of the situation and without regular updates. As a result, Bell has incorporated an outage plan, which includes transparent communication and updates for major service interruption that in part utilizes the Community Forum as a main source of information to impacted users. Since the Forums are hosted on the Khoros platform and would not be impacted by a company outage, it serves as a perfect contingency plan to keep the customers up to date. Working with Khoros, Bell is currently looking to build on and improve the current outage process to deliver enhanced features and functionalities that will better automate the outage communication. 2. How did the community get brought to life? Was there executive/business/stakeholder buy-in? What was the process to gain this buy-in? How was cross-functional support and organizational adoption achieved? The Bell Community was brought to life by a need to connect customer’s questions & issues with answers & solutions. COVID public health measures were disruptive to Bell’s contact centres ability to handle an influx of calls while managing the implementation of a massive work from home process. This left Bell searching for customer support alternatives and the peer-to-peer model secured our ability to provide users with a digital self-serve option that is not agent dependent. The Community Forum is lockdown resistant! Cross-functional and adoption within our direct organization was easy to achieve as both Customer Ops and Digital Support were both in league together in working to obtain exec and business buy-in. Additionally, to achieve buy-in at a multi exec, business and stakeholder level Khoros' led respective teams through the tools used to mitigate potential risks like negative brand sentiment or unwanted “virality” that had been highlighted by the executive team. These tools and solutions provided by Khoros allowed us to put together a viable business case to proceed with our successful Community launch. After successfully piloting and achieving business objectives, obtaining a positive return on investments, and receiving favorable feedback from our user base, senior executives readily invested in the Community without any opposition. One notable instance of executive buy-in is the integration of Community Forums with the Bell MBM app, which encompasses: Single Sign On capabilities from the app for easy access and instant interaction capabilities (removing barrier to entry) Community RSS feed incorporation into digital assets serving as targeted and relevant entry points Contact-Us pathing focusing on Community support for agent contact alternative Personalized tiles linking to topic specific community content Community content integration with social communication and eChat (agent & bot) In-App Community Forum Federated search Content syndication in various digital assets 3. What were the results? More revenue generated, a reduction of costs, improved customer experience, more innovation, etc.? Tell us how Khoros helped you achieve those results. Please include quantifiable metrics if possible. With the help of Khoros, Bell was able to increase not only the traffic to the Community Forum but other internal digital assets. YoY user login and total posts increased over 800% with many of Bell customers relying on the Community for help and choosing the Forums as one of their primary source for self-servable support. The one-to-many support model has proven to be invaluable to our customers and delivered a 23% improvement in same day contact rate compared to traditional digital support channels. The Community was able to deflect over 300,000 agent contacts annually and continues to deliver cost reduction and CHURN benefits due to a 40% resolution rate in 2023 (46% YOY improvement) resulting in a 3.5X ROI. The MyBell app has recently revamped the support section to incorporate Community Forums along with other features and functionalities. This helped Bell to receive the Peoples Voice Webby award in 2023. Being recognized by users as the “People’s Voice” Winner reaffirms the benefits of our commitment to provide our customers with the best Digital experience, which includes a vibrant community. The Community also serves as an effective communication tool for tech savvy customers identifying unique technical issues that Bell had no line of sight on. Community moderators now capture and communicate to various business primes and product owners issues such as firmware problems, system bugs, defects and errors. As a result, the various teams now take part in a weekly “hyper focused symposium” to review the topics provided by the community with the intent to resolve the issues and provide a measured communication to users. In addition, three internal testing teams consisting of 160 internal testers are now using private Group Hubs as a feedback and communication channel. Special Thanks: Luke Wolters, Rob Delbello Case Study Opt-In: Yes2022 Customer Awards: Virgin Plus - Holistic Customer Engagement Platform
Company: Virgin Plus Company background: Virgin Plus first launched prepaid mobile services on March 1, 2005 under the name Virgin Mobile Canada. Over the next 17+ years, Virgin Plus has delivered expanded services including postpaid mobile followed by home internet and TV for Ontario and Quebec. In 2021, to emphasize our expanded service offering, Virgin Mobile rebranded under the name Virgin Plus. Virgin Plus refers to our customers a “Members” and offers a robust benefits program which provides Members with special offers, discounts, and VIP experiences. Virgin Plus continues its growth and innovates in the telecommunications space providing reliable, affordable TV, internet and Mobile options to Canadians coast to coast. Contact: Gabriella Leonardi Title: Sr. Manager - Performance Related URLs: Facebook: Facebook.com/virginplus Instagram: Instagram.com/virginplus Twitter: Twitter.com/virginplus & Twitter.com/VirginPlusCare Community: VirginPlus.ca/forum Website: Virginplus.ca & Benefits.virginplus.ca Other: Linkedin.com/company/virginplus Kudos Category: Holistic Customer Engagement Platform 1. Tell us about your integration or unification strategy for connecting multiple CX teams and tools. Our Virgin Plus experts handle both mobility and household services. At first, we struggled having an accurate handle time per service to know which of the service takes the most time from our agent to complete. With Khoros queuing system, we were able to create two separate queues (mobile and residential) and then conversations were either auto-routed or manually routed to their respective queues. This has allowed to conduct continuous deep dives, understand and pin point where our Experts were lacking knowledge and proceed to close that gap by providing them with necessary training. We had further developed our self-serve account management and self-repair diagnostic apps to reduce calls into our Member care centre. We needed to increase the awareness of these tools and have leveraged social strategies to increase member awareness by coupling content on Facebook carousel along with moderators inviting our members to leverage these tools, allowing our Members to be in the driver’s seat of their account and services as our top priority is always Members first. 2. What specific impact(s) has a more holistic engagement platform had on your customer and/or employee experiences? Change in Queuing strategy – A multi queue approach was developed based on the level of complexity of the inquiries. We compartmentalized our queues and funneled our most complex/special cases to our best-in-class experts. Usage of Tags – We gather member feedback through Khoros sophisticated tag systems. This feedback is channeled to the executive team, based on which key changes were made. We’ve reorganized our tags into different categories, each category specific to a line of business to better track the trending ones for a much more efficient reporting. The widget tag helps us also with live tracking of what’s trending and take action if necessary in a short stretch of time. Manage view – In addition to tags, the manage view function allows us a more granular approach in monitoring and tracking each category of tags. We had set up different views to better track sensitive topics and help us catch and prioritize conversations. The power of smartviews – Smartviews are a great way to isolate conversations/topics and assign them to dedicated teams. It also helps us in pulling targeted reports which helps us in return to determine the gaps in our processes and proceed to fix them. Negative sentiment tracking – Tracking negative sentiments provides us with an opportunity for continuous improvement in customer service. Our frequent social member’s complaints (tracked by internal tag system) indicated a missed opportunity for a positive member experience and served as a feedback loop for continual end to end process improvement. On the Khoros platform, we track all member sentiments. However, our priorities focus more on responding to the negative sentiments first, especially as the members rely heavily on the telecom services. Outage and active disaster management – Khoros is a key element for our success in better handling outages as our Social Media team are in the front line and capture noise about outages before the other regular channels do. Whenever an outage starts trending in Khoros, we connect with different teams to check the gravity of the situation and post notifications to our members in our Social platforms to alert about the ongoing outage, we provide updates regularly as it is important to be proactive as our members demand to be always in the know of what’s happening. This approach allows us a uniform outage response from social channels to community. If the outage is driving high traffic in social, we then activate an “Outage” queue where all of the conversations captured by the tagging system will be routed there. We assign members from our team to monitor and filter the conversations in the queue. Once outage fixed and communicated to customers, we then close in bulk the conversations and disable the queue. Adapting quickly to events that have impact on the lives of Canadians and gauging the sentiment as well as the direction and strength in that sentiment is a difficult thing to do. With Khoros listening and trending tags, it has allowed us to hear and understand the voice of our members across multiple social entry points. For instance, the war in Ukraine had quickly engaged Canadians to act and be vocal about what we allow to broadcast on our channels. We were able to leverage the power of Khoros to express our company’s actions in light of those sentiments. Tagging the conversations provided us with the peace of mind that we could maintain a strong CSAT and SLA while we did not lose sight of the other posts that are equally as important to our members. Introducing Community – The launch of community has been a game changer in our care strategy. A peer to peer platform solution intended for customers to help and support each other is proving to be a win-win solution for both our customers and our moderators, who also serve as our Care Specialists in Khoros Care. The complexity of some questions in community has pushed us to expand our knowledge base and at the same time seek support from various teams and experts within. With over 60 subject experts available to us in Community, our Care Specialists in regular social channels (Facebook and Twitter) don’t shy away now from promoting our communities and cannot wait for the TKB to be fully integrated in our Care platform. We track trends and solutions in community to share with our non-moderator Care Specialists and have provided four community templates for them to use in social to direct their customer to the community forum for either a current issue/out of scope problem or future self-serve opportunities. 3. What specific business outcomes and successes have you measured resulting from those improved employee and/or customer experiences? Please use metrics if possible. Response Time: Our strategic goal is to respond to all member inquiries on the social platforms within 20 minutes, 7 days a week from 8am to midnight. No exception. Our average agent response is 5 minutes – way below our targeted response times. Our subsequent SLA has slightly improved from 82% to 83% over the same time period. Our interactions have become more and more complex; resulting in member posts per conversation increasing from 6 to 7. Similarly, the agent responses haven’t changed from last year and it is still sitting at 4 responses per conversation. Our member feedback (verbatim) indicates that our team’s success in resolving difficult member inquiries from end to end had increased our member’s propensity to direct these complex issues towards our social team. Complaints Resolution: Tracking complaints provides us with an opportunity for continuous improvement in member service. When our members make a complaint on social media, this indicates a missed opportunity for a positive member experience and serves as a feedback loop for continual end to end process improvement. We are continuously learning from the complaints, and updating our queue and tag management strategy in response. In crises and outage situations, part of our strategy is to dedicate cross-trained experts from other queues. Khoros simple and effective agent platform provides us with the flexibility to allow new agents to hit the ground running and permits our support team to shift focus quickly in real-time from queue to queue to best manage our volume. Our overall complaint resolution has increased by approx. 21% from last year. CSAT: We’ve made great strides in providing improved service to our members, and we continue to enhance the end-to-end member experience. We use Khoros customized CSAT surveys to conduct agent level member satisfaction assessments and fashion our agent coaching based direct member feedback. Our CSAT rate sits at 73% with a 48% survey completion rate (Facebook and Twitter platforms). The social care team boasts one of the highest survey completion rate, the rate for other platforms like website & app chat is lower than 30%. Community: In 9 short months since launch we have grown to: 460,000 Page Views 186,000 Visits 157,000 Unique Visitors 27,000 User Logins Average of 4.5 minutes online per user 1,000 Topics 2,200 Posts 480 Likes 86 Solutions, with 24% authored by the community. Awarded 4,400 Badges Achieved a personal best CHI score of 639 and an average of 501 to-date.2022 Customer Awards: Virgin Plus - Best-in-Class: Digital
Company: Virgin Plus Company background: Virgin Plus first launched prepaid mobile services on March 1, 2005 under the name Virgin Mobile Canada. Over the next 17+ years, Virgin Plus has delivered expanded services including postpaid mobile followed by home internet and TV for Ontario and Quebec. In 2021, to emphasize our expanded service offering, Virgin Mobile rebranded under the name Virgin Plus. Virgin Plus refers to our customers a “Members” and offers a robust benefits program which provides Members with special offers, discounts, and VIP experiences. Virgin Plus continues its growth and innovates in the telecommunications space providing reliable, affordable TV, internet and Mobile options to Canadians coast to coast. Contact: Gabriella Leonardi Title: Sr. Manager - Performance Related URLs: Facebook: Facebook.com/virginplus Instagram: Instagram.com/virginplus Twitter: Twitter.com/virginplus & Twitter.com/VirginPlusCare Community: VirginPlus.ca/forum Website: Virginplus.ca & Benefits.virginplus.ca Other: Linkedin.com/company/virginplus 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.) Our Virgin Plus experts handle both mobility and household services. At first, we struggled having an accurate handle time per service to know which of the service takes the most time from our agent to complete. With Khoros queuing system, we were able to create two separate queues (mobile and residential) and then conversations were either auto-routed or manually routed to their respective queues. This has allowed to conduct continuous deep dives, understand and pin point where our Experts were lacking knowledge and proceed to close that gap by providing them with necessary training. We had further developed our self-serve account management and self-repair diagnostic apps to reduce calls into our Member care centre. We needed to increase the awareness of these tools and have leveraged social strategies to increase member awareness by coupling content on Facebook carousel along with moderators inviting our members to leverage these tools, allowing our Members to be in the driver’s seat of their account and services as our top priority is always Members first. 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. Currently we provide Member support on Facebook, Twitter, Instagram and App Store reviews. In addition, we track Virgin Plus Google Business reviews for approx. 200 stores through Khoros Change in Queuing strategy – A multi queue approach was developed based on the level of complexity of the inquiries. We compartmentalized our queues and funneled our most complex/special cases to our best-in-class experts. Usage of Tags – We gather member feedback through Khoros sophisticated tag systems. This feedback is channeled to the executive team, based on which key changes were made. We’ve reorganized our tags into different categories, each category specific to a line of business to better track the trending ones for a much more efficient reporting. The widget tag helps us also with live tracking of what’s trending and take action if necessary in a short stretch of time. Manage view – In addition to tags, the manage view function allows us a more granular approach in monitoring and tracking each category of tags. We had set up different views to better track sensitive topics and help us catch and prioritize conversations. The power of smartviews – Smartviews are a great way to isolate conversations/topics and assign them to dedicated teams. It also helps us in pulling targeted reports which helps us in return to determine the gaps in our processes and proceed to fix them. Negative sentiment tracking – Tracking negative sentiments provides us with an opportunity for continuous improvement in member service. Our frequent social member’s complaints (tracked by internal tag system) indicated a missed opportunity for a positive member experience and served as a feedback loop for continual end to end process improvement. On Khoros platform, we track all member sentiments. However, our priorities focus more on responding to the negative sentiments first, especially as the members rely heavily on the telecom services. Outage and active disaster management – Khoros is a key element for our success in better handling outages as our Social Media team are in the front line and capture noise about outages before the other regular channels do. Whenever an outage starts trending in Khoros, we connect with different teams to confirm the gravity of the situation and post notifications to our members in our Social platforms to alert about the ongoing outage. We provide regular updates, as it is important to be proactive for a demanding member base to be always in the know of what’s happening. This approach allows us a uniform outage response from social channels to community. If the outage is driving high traffic in social, we then activate an “Outage” queue where all of the conversations captured by the tagging system will be routed there. We assign members of our team to monitor and filter the conversations in the queue. Once outage fixed and communicated to members, we then close in bulk the conversations and disable the queue. Adapting quickly to events that have impact on the lives of Canadians and gauging the sentiment as well as the direction and strength in that sentiment is a difficult thing to do. With Khoros listening and trending tags, it has allowed us to hear and understand the voice of our members across multiple social entry points. For instance, the war in Ukraine had quickly engaged Canadians to act and be vocal about what we allow to broadcast on our channels. We were able to leverage the power of Khoros to express our company’s actions in light of those sentiments. Tagging the conversations provided us with the peace of mind that we could maintain a strong CSAT and SLA while we did not lose sight of the other posts that are equally as important to our members. Introducing Community – The launch of community has been a game changer in our care strategy. A peer to peer platform solution intended for customers to help and support each other is proving to be a win-win solution for both our customers and our moderators, who also serve as our Care Specialists in Khoros Care. The complexity of some questions in community has pushed us to expand our knowledge base and at the same time seek support from various teams and experts within. With over 60 subject experts available to us in Community, our Care Specialists in regular social channels (Facebook and Twitter) don’t shy away now from promoting our communities and cannot wait for the TKB to be fully integrated in our Care platform. We track trends and solutions in community to share with our non-moderator Care Specialists and have provided four community templates for them to use in social to direct their customer to the community forum for either a current issue/out of scope problem or future self-serve opportunities. 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.) Response Time: Our strategic goal is to respond to all member inquiries on the social platforms within 20 minutes, 7 days a week from 8am to midnight. No exception. Our average agent response is 5 minutes – way below our targeted response times. Our subsequent SLA has slightly improved from 82% to 83% over the same time period. Our interactions have become more and more complex; resulting in member posts per conversation increasing from 6 to 7. Similarly, the agent responses haven’t changed from last year and it is still sitting at 4 responses per conversation. Our member feedback (verbatim) indicates that our team’s success in resolving difficult member inquiries from end to end had increased our member’s propensity to direct these complex issues towards our social team. CSAT: We’ve made great strides in providing improved service to our members, and we continue to enhance the end-to-end member experience. We use Khoros customized CSAT surveys to conduct agent level member satisfaction assessments and fashion our agent coaching based direct member feedback. Our CSAT rate sits at 73% with a 48% survey completion rate (Facebook and Twitter platforms). The social care team boasts one of the highest survey completion rate, the rate for other platforms like website & app chat is lower than 30%. Community: In 9 short months since launch we have grown to: 460,000 Page Views 186,000 Visits 157,000 Unique Visitors 27,000 User Logins Average of 4.5 minutes online per user 1,000 Topics 2,200 Posts 480 Likes 86 Solutions, with 24% authored by the community. Awarded 4,400 Badges Achieved a personal best CHI score of 639 and an average of 501 to-date.2022 Customer Awards: Bell Canada - Best-in-Class: Digital
Company: Bell Canada Company background: Founded in Montréal in 1880, Bell is Canada’s largest communications company, delivering a wide range of service innovations to consumers, businesses and government customers across Canada including LTE Advanced, Fibe Internet and TV, WHI, cloud and data hosting, IP voice and collaboration, Connected Cars, Smart Cities and Internet of Things. Contact: Gabriella Leonardi Title: Sr. Manager - Performance Related URLs: Facebook: Facebook.com/BellCanada Instagram: Instagram.com/Bell Twitter: Twitter.com/Bell & Twitter.com/Bell_Support Community: Bell.ca/forum Website: Bell.ca Other: Linkedin.com/company/bell 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.) With different groups in our business structure under different platforms, this proved difficult for us to have a unified line of sight and one point of contact. With the help of Khoros, we’ve migrated all of our Bell Media social entries under one platform thus contributing in reducing the costs and allowing more visibility and better metrics. We have further developed our self-serve account management and self-repair diagnostic apps to reduce calls into our customer care centre. We needed to increase the awareness of these tools, and have leveraged social strategies to increase customer awareness by coupling content on Facebook carousel along with moderators inviting our customers to leverage these tools, allowing our customers to be in the driver’s seat of their account and services. 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. Currently we provide customer support on Facebook, Twitter, Instagram and App Store reviews. In addition. We have also welcomed new teams that happily embraced the Khoros platform, with Crave TV and TSN teams are now using Khoros for their day to day Social Care tasks. Change in Queuing strategy – A multi queue approach was developed based on the level of complexity of the inquiries. We compartmentalized our queues and funneled our most complex/special cases to our best-in-class experts. Usage of Tags – We gather customer feedback through Khoros sophisticated tag systems. This feedback is channeled to the executive team, based on which key changes were made. We’ve reorganized our tags into different categories, each category specific to a line of business to better track the trending ones for a much more efficient reporting. The widget tag helps us also with live tracking of what’s trending and take action if necessary in a short stretch of time. Tagging the conversations provided us with the peace of mind that we could maintain a strong CSAT and SLA while we did not lose sight of the other posts that are equally as important to our customers. Manage view – In addition to tags, the manage view function allows us a more granular approach in monitoring and tracking each category of tags. We had set up different views to better track sensitive topics and help us catch and prioritize conversations. The power of smartviews – Smartviews are a great way to isolate conversations/topics and assign them to dedicated teams. It also helps us in pulling targeted reports which helps us in return to determine the gaps in our processes and proceed to fix them. Our brand team use the smartviews during the Bell let’s talk campaign, the tagging system help directing BLT mentions to the right smartview either for monitoring or for a swift answer. Negative sentiment tracking – Tracking negative sentiments provides us with an opportunity for continuous improvement in customer service. Our frequent social customer’s complaints (tracked by internal tag system) indicated a missed opportunity for a positive customer experience and served as a feedback loop for continual end-to-end process improvement. On the Khoros platform, we track all customer sentiments. However, our priorities focus more on responding to the negative sentiments first, especially as the customers rely heavily on the telecom services. Outage and active disaster management – Khoros is a key element for our success in better handling outages as our Social Media team are in the front line and capture noise about outages before the other regular channels do. Whenever an outage starts trending in Khoros, we connect with different teams to check the gravity of the situation and post notifications to our customers in our Social platforms to alert about the ongoing outage. We provide updates regularly as it is important to be proactive as our customers demand to be always in the know of what’s happening. This approach allows us a uniform outage response from social channels to community. If the outage is driving high traffic in social, we then activate an “Outage” queue where all of the conversations captured by the tagging system will be routed there. We assign members of our team to monitor and filter the conversations in the queue. Once the outage is resolved and communicated to customers, we then in bulk close the conversations and disable the queue. Adapting quickly to events that have impact on the lives of Canadians and gauging the sentiment as well as the direction and strength in that sentiment is a difficult thing to do. With Khoros listening and trending tags, it has allowed us to hear and understand the voice of our customers across multiple social entry points. For instance, the war in Ukraine had quickly engaged Canadians to act and be vocal about what we allow to broadcast on our channels. We were able to leverage the power of Khoros to express our company’s actions in light of those sentiments. Introducing Community – The launch of community has been a game changer in our care strategy. A peer to peer platform solution intended for customers to help and support each other is proving to be a win-win solution for both our customers and our moderators, who also serve as our Care Specialists in Khoros Care. The complexity of some questions in community has pushed us to expand our knowledge base and at the same time seek support from various teams and experts within. With over 60 subject experts available to us in Community, our Care Specialists in regular social channels (Facebook and Twitter) don’t shy away now from promoting our communities and cannot wait for the TKB to be fully integrated in our Care platform. We track trends and solutions in community to share with our non-moderator Care Specialists and have provided four community templates for them to use in social to direct their customer to the community forum for either a current issue/out of scope problem or future self-serve opportunities. 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.) Response Time: Our strategic goal is to respond to all customer inquiries on the social platforms within 20 minutes, 7 days a week from 8am to midnight. No exception. Our average agent response is 4 minutes – way below our targeted response times. Our subsequent SLA has slightly improved from 83% to 84% over the same time period. Our interactions have become more and more complex; resulting in customer posts per conversation increasing from 5 to 6. Similarly, the agent responses haven’t changed from last year and it is still sitting at 4 responses per conversation. Our customer feedback (verbatim) indicates that our team’s success in resolving difficult customer inquiries from end to end had increased our customer’s propensity to direct these complex issues towards our social team. We use the pending expiry function in Khoros care at its full potential as it allows us to touch back and complete follow ups with customers to ensure that their inquiries have been answered and resolved. We are always working to optimize our efficiency in social and Khoros has proved to be the best solution to achieve that. Complaints Resolution: Tracking complaints provides us with an opportunity for continuous improvement in customer service. When our customers make a complaint on social media, this indicates a missed opportunity for a positive customer experience and serves as a feedback loop for continual end to end process improvement. We are continuously learning from the complaints, and updating our queue and tag management strategy in response. In crises and outage situations, part of our strategy is to dedicate cross-trained agents from other queues’. Khoros simple and effective agent platform provides us with the flexibility to allow new agents to hit the ground running and permits our support team to shift focus quickly in real-time from queue to queue to best manage our volume. Our overall complaint resolution has increased by approx. 18% from last year. CSAT: We’ve made great strides in providing improved service to our customers, and we continue to enhance the end to end customer experience. We gain our competitive advantage by using Khoros customize CSAT surveys to conduct agent level customer satisfaction assessments and fashion our agent coaching based direct on customer feedback. Our Overall CSAT rate went up by 2 points compared to last year sitting at 76% with a 50% survey completion rate (Facebook and Twitter platforms) Team Bell Aliant has had an exceptional improvement in their CSAT going up from 81% to 87% this year and boasting an impressive 55% CSAT completion rate. Community: In our first 9 months since launch we have grown the Bell Community Forums to: 1,100,000 Page Views 516,000 Visits 461,000 Unique Visitors 35,000 User Logins Average of 9 minutes online per user 1,600 Topics 4,600 Posts 2,700 Likes 190 Solutions, with over 60% authored by the community. Awarded 5,700 Badges Published 26 Knowledge Base articles Achieved a personal best CHI score of 714 and an average of 546 to-date.
