selvaganapathy
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2023 Customer Awards: MYOB - Partners for Life
Company: MYOB Company background: MYOB Business Management Platform offers businesses to manage all other workflows on one, flexible platform. MYOB doesn’t let its complexity limit its full potential. with MYOB businesses can streamline tasks, build powerful connections and grow confidently with a solution that is future-ready. MYOB helps businesses turn their ambitions into reality. Contact: Selva Ganapathy Title: Social and Community Support Manager Related URLs: community.myob.com 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. At MYOB, we're passionate about providing our customers with the best possible experience. That's why we teamed up with the experts at Khoros to revolutionize the support offered through our digital channels. Through this partnership, we've gained valuable insights that have allowed us to seamlessly adapt our support systems and better manage daily conversations across our social and community platforms via Khoros Care. By utilizing Khoros' cutting-edge technology, we're able to identify proactive engagement opportunities and connect with our customers in real time across all of our social channels, including Facebook, Instagram, LinkedIn, TikTok, Twitter, and YouTube. We're constantly looking for ways to enhance our platform, and our partnership with Khoros' Customer Success team has allowed us to adopt new capabilities and take our customer experience to the next level. 2. How has Khoros’ partnership helped shape your organization’s strategy and aligned your people and processes? At MYOB, we're committed to providing our customers with the best possible experience. That's why we rely heavily on Khoros Intelligence and Khoros Care to help us monitor and moderate content and conversations across all our channels. Our collaboration with the Khoros team has been a game-changer for us. With Khoros Care's robust analytics capabilities, we're able to identify key engagement opportunities and better connect with our community. We're constantly exploring the vast array of possibilities the tool presents, but we're already seeing tangible benefits in terms of agent management and reporting proficiency. Thanks to Khoros Care, we're able to stay on top of existing trends and quickly adapt to any changes in our customers' needs. The platform's engagement tracking capabilities have also allowed us to implement and measure our engagement strategy, enabling us to exceed our KPIs and deliver exceptional customer experiences. Overall, our partnership with Khoros has been instrumental in helping us achieve our goal of providing seamless and personalized support to our customers. We're excited to continue exploring the possibilities of Khoros Intelligence and Khoros Care and look forward to leveraging these tools to drive success for our business and our customers. 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. MYOB is one of the oldest clients of Khoros. Our partnership with Khoros is 16 years old. At MYOB, we believe that providing exceptional customer support is crucial to our success. That's why we've been leveraging the power of Khoros Care to monitor and moderate posts across our social media channels and community forum. Thanks to Khoros Care, we've been able to significantly improve our agents' performance by providing them with an efficient processing and operations mechanism. As a result, our agents are able to understand customer needs better and resolve issues faster, resulting in quicker turnaround times. We're proud to report that we've achieved a 90% response rate to social media posts within 72 hours and a 62% response rate to community posts within 48 hours. We've also been using Khoros' sophisticated tag systems to gather community sentiment, allowing us to prepare communications that create a superior customer experience proactively. In addition to tags, the manage view function has allowed us to take a more granular approach to monitoring and tracking each category of tags. We've set up different views to better track sensitive topics and prioritize conversations. We've also been utilizing Smartviews to isolate conversations and assign them to dedicated teams, allowing us to pull targeted reports and determine gaps in our processes. At MYOB, we strongly believe in tracking community sentiment to continuously improve our customer service. We track both positive and negative sentiments and respond to 47% of negative sentiment posts within 24 hours. We hold monthly recurring meetings with the Khoros team to strategize and identify channels and opportunities that can drive results. With a strong community of 245,000 members, we're constantly experimenting with new features such as Group Hubs to create micro-communities and enhance our customers' experience. Overall, Khoros Care has been instrumental in helping us provide exceptional customer support and improve our business processes. We're excited to continue our partnership with Khoros and explore new ways to drive success for our business and our customers. Special Thanks: Roberto Piagentini Case Study Opt-In: Yes2023 Customer Awards: MYOB - Holistic Customer and Digital Engagement
Company: MYOB Company background: MYOB Business Management Platform offers businesses to manage all other workflows on one, flexible platform. MYOB doesn’t let its complexity limit its full potential. with MYOB businesses can streamline tasks, build powerful connections and grow confidently with a solution that is future-ready. MYOB helps businesses turn their ambitions into reality. Contact: Selva Ganapathy Title: Social and Community Support Manager Related URLs: community.myob.com Kudos Category: Holistic Customer and Digital Engagement 1. Tell us about your integration or unification strategy for connecting multiple CX teams and/or tools with the Khoros solutions. At MYOB, we're always looking for ways to improve our community strategy and provide the best possible experience for our customers. That's why we turned to Khoros to help us optimize our support processes. With the queuing system on Khoros Care, we were able to create separate queues for the inbound support queries, allowing us to accurately measure handle time per queue and identify areas where our agents lacked knowledge. This has enabled us to provide targeted training and upskilling to our agents and allocate support queries to expert agents resulting in improved performance and faster resolution times. In addition, with a Digital First strategy, we are educating our customers to adapt self-serve options to reduce calls to our Customer Contact Centre. To increase awareness of these tools, we've leveraged social channels to provide customized and personalized responses where our agents advise and advocate for our members to use these tools, empowering our community to get their issues resolved quicker. At MYOB, we always put our community first; our digital support strategy reflects this. By leveraging Khoros Care and developing digital self-serve support solutions, we're able to provide our community with the best possible experience and build strong relationships with our community. 2. What specific impact has having a more holistic solution had on your customer and employee experiences? What were the benefits? At our company, we're dedicated to providing exceptional customer experiences across all channels. That's why we've consolidated multiple channels into a single platform, giving our internal teams the ability to monitor all conversations and respond to customer needs in a more efficient manner. Khoros Care has been integral in improving our operational efficiency. We've been using Khoros' sophisticated tag systems to gather community sentiment and understand trending topics, community needs, and feedback. This allows us to prepare proactive communications that create a superior customer experience. With Khoros Care's queuing strategy, we were able to create multiple queues and manage posts in a more efficient manner. We assign priority to posts based on tags, which helps us track posts that need immediate escalation, such as security risks or churn risks. This ensures that we attend to them in a timely manner and provide the best possible support to our customers. In addition to tags, the manage view function has allowed us to take a more granular approach to monitoring and tracking each category of tags. We've set up different views to better track sensitive topics and prioritize conversations. We've also been utilizing Smartviews to isolate conversations and assign them to dedicated teams, allowing us to pull targeted reports and determine gaps in our processes. At our company, we track all member sentiments on the Khoros platform. However, we prioritize responding to negative sentiments first, as the community's business outcomes are important to us. With Khoros Care, we're able to respond to negative sentiments quickly and effectively, building trust and loyalty with our customers. Overall, Khoros Care has been instrumental in helping us achieve our goal of providing seamless and personalized support to our customers. We're excited to continue exploring the possibilities of Khoros Intelligence and Khoros Care and look forward to leveraging these tools to drive success for our business and our customers. 3. What specific business outcomes and successes have resulted from the improved customer and employee experiences you have seen using Khoros? Please include quantifiable metrics where possible. At MYOB, we're dedicated to providing exceptional customer support across all channels. One of our primary goals is to respond to all community questions on social platforms and the community forum in a timely manner. During business hours, our targeted response time is 20 minutes on social platforms and 40 minutes on the community forum. We're proud to say that our average agent response time is well below our targeted times, with an average of 7 minutes on social platforms and 14 minutes on the community forum. We use Khoros Care to monitor these response times and provide feedback to our agents, continuously improving their performance. Our consolidated platform has enabled us to streamline conversations with the appropriate agents. We use the work queues to ensure that conversations are routed to the right agents and resolved in a timely manner. The community statistics from last year We've had 460,000 page views, 4,866,148 visits and 1,248,403 unique visitors. On average, users spend 41.8 minutes online per session. We've had 10,072 kudos given and 2,935 accepted solutions to 54591 posts. At MYOB, we're committed to building a thriving community where our community members can connect, share ideas, and get the support they need. We're excited to continue growing our community platform and providing exceptional customer support across all channels. Special Thanks: Roberto Piagentini Case Study Opt-In: Yes
