BT logo Company: BT Company background: British multinational telecommunications holding company. Contact: Jennifer Tierney Title: Content Designer Related URLs: https://business.forums.bt.com/ 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? Our priority is customer engagement and support. From a solely customer supported community we’ve evolved it into a learning hub where admins and moderators publish regular blogs, learning content (how to guides) and help articles. Thanks to the growth in engagement, our community is now being integrated into Help and we’re adding a customer user research panel. 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? Through dedicated and passionate people who worked with Khoros to build a benefits case, which was presented to senior management to give it a priority in help and support. This resulted in moderator resource from our social team. We then gained greater focus working with Khoros on a redesign that launched in 2022 and our community gained momentum through communications.     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. Our community has become a trusted place by our members. In the last year, our CHI has increased by 9% and we’ve seen a 17% call deflection into our customer service teams as well as reducing overall Digital Contact Rates by 0.2%. In the last year, total visits have increased by 34.26%, our new sign ups have increased by 106.47%, page views by 40.46% and blog visits by 67.53%. Our overall Enterprise Support Net Promoter Score has also improved.  <Supporting visuals: Please include any supporting visuals/graphics into your above answers. Insert them into your text copy, so we’re clear on desired positioning of the graphics. We will accept videos for this entry. All videos must be submitted as publicly viewable links on YouTube or Vimeo.> Special Thanks: N/A Case Study Opt-In: Yes ... View more

BT logo Company: BT Company background: British multinational telecommunications holding company. Contact: Jennifer Tierney Title: Content Designer Related URLs: https://business.forums.bt.com/ https://business.forums.bt.com/t5/What-s-new/BTConnect-email-addresses-and-how-to-access-your-email/td-p/88701 https://business.forums.bt.com/t5/Email-and-hosting/Microsoft-s-Changes-to-applications-using-Basic-Authentication/td-p/88278 https://business.forums.bt.com/t5/Email-and-hosting/bd-p/Webhosting Kudos Category: Keep Calm and Carry On 1. How did your team shift your existing strategy by using Khoros technology to better engage customers during a crisis? Our community was always a second focus after our help site. This changed when customer email access was affected with basic authentication changes. The community then became the primary hub for our members and from this engagement we made the business aware of how the customers were impacted and worked closely with product managers and tech helpdesks to be proactive in providing the right support.   2. What operational processes did you create or change to respond in a time of crisis? How were you able to be innovative using Khoros? The community is now the first place we look at to inform our customers, we’re even migrating some help learn content to our community. We’ve also added a dedicated community widget in our help articles. We also heavily relied on great Khoros’ features like pinning information posts and updates to our homepage.  3. What success metrics did you use to determine if your shifts in strategy and process had the desired outcomes? What were those quantifiable outcomes? Please be as specific as possible. Our community engagement was our principal metric which we monitored by tracking the number of members helping each other as well as views and kudos on posts, new sign ups and survey responses. New sign ups have increased by 106.47% since the crisis occurred and survey responses have risen by 82%. This additional engagement has helped to positively support the call deflection rate.  <Supporting visuals: Please include any supporting visuals/graphics into your above answers. Insert them into your text copy, so we’re clear on desired positioning of the graphics. We will accept videos for this entry. All videos must be submitted as publicly viewable links on YouTube or Vimeo.> Special Thanks: N/A Case Study Opt-In: Yes ... View more