Kathrynpercy
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Joined 13 years ago
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2020 Customer Awards: TELUS - Best-in-Class: Care
Company: TELUS Company background: TELUS (TSX: T, NYSE: TU) is a dynamic, world-leading communications and information technology company with $14.8 billion in annual revenue and 15.3 million customer connections spanning wireless, data, IP, voice, television, entertainment, video and security. We leverage our global-leading technology to enable remarkable human outcomes. Our longstanding commitment to putting our customers first fuels every aspect of our business, making us a distinct leader in customer service excellence and loyalty. TELUS Health is Canada's largest healthcare IT provider, and TELUS International delivers the most innovative business process solutions to some of the world’s most established brands. Contact: Lauren Wesanko Title: Sr. Communications Manager Related URLs: https://forum.telus.com/ https://twitter.com/TELUSsupport Kudos Category: Best-in-Class: Care 1. What were your organization’s digital customer service initiatives? What channels do you support today? At TELUS, our top priority is putting our customers first. This means offering them the very best products and services and supporting them when and how they need it with a strong focus on social media support. One of our main 2020 goals is to provide best in class self-serve solutions through increased digital adoption while increasing contact offload. We’ve successfully done this through leveraging social media moderation. 2. What was the most important issue you were looking to solve via your digital technology (e.g. community and/or social media management platform) — and what makes your approach to that achievement unique? In early March 2020, we began to see the effects of COVID-19 on our customers in Canada and within our call centre environments internationally. Throughout the progression of the pandemic, we watched our contact centre in Manila force shutdown, who are responsible for supporting 100% of our customers with home services, 70% of voice customers, internal tech support and prepaid customers. With this subtraction of call centre support, customers quickly turned to social media for support and our volumes spiked exponentially. In addition to the increased social support volumes at TELUS, we experienced a bottleneck of inquiries at our flanker brand, who also use the Khoros Care platform, and our team were able to flex and support cross-brand. 3. What 1-3 metrics best describe your success? When we look at the last 18 months of conversation volumes and requirements for customer care, COVID saw the highest need over social from our base. Between March and April, we experienced an average of ~54k conversations per month, a ~45% increase from the usual volumes we experience. This resulted in a $1.2M saving in operational expenses from March to May 2020.2020 Customer Awards: TELUS - Better Together: Customer Engagement
Company: TELUS Company background: TELUS (TSX: T, NYSE: TU) is a dynamic, world-leading communications and information technology company with $14.8 billion in annual revenue and 15.3 million customer connections spanning wireless, data, IP, voice, television, entertainment, video and security. We leverage our global-leading technology to enable remarkable human outcomes. Our longstanding commitment to putting our customers first fuels every aspect of our business, making us a distinct leader in customer service excellence and loyalty. TELUS Health is Canada's largest healthcare IT provider, and TELUS International delivers the most innovative business process solutions to some of the world’s most established brands. Contact: Kathryn Percy Title: Business Consultant Related URLs: https://forum.telus.com/ https://twitter.com/TELUSsupport Kudos Category: Better Together: Customer Engagement 1. Tell us about your integration as well as your goal and key strategies. At TELUS, our top priority is putting our customers first. This means offering the very best products and services and supporting them when and how they want it with a strong focus on social media customer experience. One of our 2019 goals was to provide best in class self-serve solutions through increased digital adoption while supporting contact offload. We’ve successfully done this through combining content creation on the TELUS Neighbourhood and the Khoros care platform. In August 2019, our TELUS webmail had a major outage disruption that impacted our customers abilities to access, receive or send emails. Within the first week of the outage, we saw an influx of more than 4,000 social media mentions. Key strategies implemented during this outage included a deeper integration between our TELUS Neighbourhood and our TELUS social channels, tailoring content based on analytics and communicating to customers on the social media channels they prefer to use. 2. Share your plan with the target audience and how your digital technology helped provide a better customer engagement experience. At TELUS we believe in putting our customers first and transparent communications on platforms that customers use regularly. Once we received confirmation of the outage affecting the bulk of TELUS’ webmail customers, a telus.com outage portal was immediately developed and implemented. This portal was crucial when engaging with customers in a public setting over social media. In the first week, we saw 4k mentions on Twitter and Facebook with a heavily negative sentiment. The Social Media Operations team leveraged the Khoros Care platform to efficiently respond and support around the clock to ensure all actionable mentions concerning the outage were resolved. As part of our team’s community strategy, we regularly review analytics and tailor content based on the community’s needs. We noticed a strong presence of customers conversing on the TELUS community - we responded with a detailed Blog post that was updated as the outage progressed. Our final response was an apology video on the TELUS Neighbourhood. This video was a transparent apology by our Chief Experience Officer, that included next steps on how we would resolve the issue. 3. What were the results? Tell us how it helped you meet your strategic goals. Please include metrics if possible. We believe the team should be rooted in both service and content creation excellence, then work to meet that demand with social content. In doing so, we engage and satisfy our users while saving organizational costs. Here’s a summary of key metrics from our webmail outage: 5,422 mentions from August 15, 2019 - October 18, 2019 6,886 responses sent via TELUS on Facebook and Twitter 98% customer satisfaction 2019 96% likelihood to recommend 2019 95% likelihood to share on social media 2019 More than 4.7M+ operational savings in 2019
