<Company Logo here> Company: Jawwy - STC Company background: Jawwy is a new mobile service from STC. It's digital-first, works off an app, and customers can personalise, monitor & manage their plan in real time. With the help of Saudi youth, we've taken a human-centred approach to designing our service & experience Contact: George Attia Title: VP Of Customer Care Related URLs: <Add supporting URLs of your community, social channels, campaign sites...> https://community.jawwy.sa/t5/Community/ct-p/en?profile.language=en Lithy category: Social Support Champion Jawwy initiatives were focused on self-care and peer to peer support on community, and how to increase customer engagement on community. While our service is mostly digital, customers expressed their dissatisfaction to find the nearest location to do physical transactions like SIM Swap, we have created a map locator on our App & Portal and we updated customers through all channels (community forums, FAQs, agents responses) Response SLA is 95% with 15 min, while we achieved 98% during the last 12 months, C-Sat target is 85%, we achieved 88%, we also decreased customer complaints by 50% in 2018 vs. 2017 to reach 3% of overall interactions, our self-care target is 85%, we achieved 89% in 2018 till date <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.> Company: Jawwy - STC Company background: Jawwy is a new mobile service from STC. It's digital-first, works off an app, and customers can personalise, monitor & manage their plan in real time. With the help of Saudi youth, we've taken a human-centred approach to designing our service & experience Contact: George Attia Title: VP Of Customer Care Related URLs: <Add supporting URLs of your community, social channels, campaign sites...> https://community.jawwy.sa/t5/Community/ct-p/en?profile.language=en Lithy category: Social Support Champion 1. What were your organization’s social customer service initiatives in 2017-2018? Jawwy initiatives were focused on self-care and peer to peer support on community, and how to increase customer engagement on community. 2. What was the most important customer issue you were looking to solve via your digital technology (e.g. community and/or social media management platform)? What makes your approach to customer satisfaction a gold standard in the industry? While our service is mostly digital, customers expressed their dissatisfaction to find the nearest location to do physical transactions like SIM Swap, we have created a map locator on our App & Portal and we updated customers through all channels (community forums, FAQs, agents responses) 3. Please share customer satisfaction metrics, both qualitative and quantitative, as well as agent and response time metrics (e.g. CSAT, decreased customer complaints, call deflections, agent SLA, manual processes eliminated) Response SLA is 95% with 15 min, while we achieved 98% during the last 12 months, C-Sat target is 85%, we achieved 88%, we also decreased customer complaints by 50% in 2018 vs. 2017 to reach 3% of overall interactions, our self-care target is 85%, we achieved 89% in 2018 till date <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.>
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