kennelson323
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2020 Customer Awards: Midco - Best-in-Class: Care
Company: Midco Company background: Founded in 1931, Midco is the leading provider of internet and networking, cable TV, phone, data center and managed services, home automation and advertising services in the Midwest. More than 410,000 residential and business customers count on Midco services in 342 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. Contact: Ken Nelson Title: Customer Care Manger Related URLs: www.facebook.com/MidcontinentCommunications/ https://twitter.com/Midcontinent Kudos Category: Best-in-Class: Care 1. What were your organization’s digital customer service initiatives? What channels do you support today? We are ambitious, bold, and enthusiastic about technology and innovation. We're dedicated to empowering and inspiring the people of the Midwest. Our mission is to be the best communications company in the country for our customers, employees, stakeholders, and communities. We have an aspirational goal to have 75% of our customer interactions handled in either a digital conversation or through self-help options. A substantial, versatile, and ever-adapting platform will be needed to achieve this goal. Someone as bold and enthusiastic as Midco is mandatory for an objective like this, and luckily for us, Khoros has answered that challenge. Our objective is to meet customers where they are. We provide customer support on Facebook, Twitter, SMS, Apple Business Chat, Google Business Messages, and Modern Chat. We also respond to every Google Review left at any one of our 22 Google Locations. In August, we will start implementing the Khoros Bot. We are incredibly pleased that this can all be accomplished within the Khoros platform. 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? We wanted to make it as easy as possible for customers to reach us, whichever way was most convenient for them. We consider ourselves Trailblazers, and when offers came to be early adopters of some of the new integrations, we jumped at them. This has allowed us to get out ahead of our competition and provide an unmatched customer experience. We love to follow-up with customers, so we can't get enough of the Snooze feature. This is a great way for an agent to take ownership of a conversation from start to finish. We follow-up with customers at a later time to ensure their issue has been resolved. For example, if a customer called today and we set a tech visit for tomorrow, we would reach back out the next day to check-in on them. We even had one agent Snooze a conversation for three months so he could let the customer know a free HBO preview weekend was coming up soon. 3. What 1-3 metrics best describe your success? (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)). We started using Modern Chat in March 2020. Our old chat software required us to often wait minutes at a time for a customer to reply, which resulted in unproductive time for the agent. The ability to move on to help the next customer while the first customer replies in Modern Chat, has significantly improved our agent efficiency. The chat AHT in July 2019 on our old system was 14:00, but with Modern Chat, July 2020 was down to 7:13! We have been so much more productive, we have taken 38,000+ more digital interactions than we did over the same period last year. We send CSAT surveys from Khoros on Twitter, Facebook, Apple Business Chat, SMS, and Modern Chat. Our overall take rate for surveys YTD is 20%, with an average score of 4.6. However, SMS has a mind-blowing take rate of 40%. Call deflection is significant to us as we move towards our 75% digital goal. We can easily measure the success of call deflection with our Apple Business Chat interactions. We have had 17,011 incoming Apple Business Chats since implementing it in September 2019. We can see 44% of those interactions were definite call deflections – the customer clicked on our 800 number, we presented them with the iMessage option instead, and they took it. All the metrics in the world can make us feel that we're successful, but the real proof comes from the mouth (or fingers in this case) of the customer. We work hard to make each customer interaction unique and memorable. We challenge our agents to look for Surprise and Delight opportunities to make a customer's day. It makes our employees' days just as much.2020 Customer Awards: Midco - The Accelerator
Company: Midco Company background: Founded in 1931, Midco is the leading provider of internet and networking, cable TV, phone, data center and managed services, home automation and advertising services in the Midwest. More than 410,000 residential and business customers count on Midco services in 342 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. Contact: Ken Nelson Title: Customer Care Manager Related URLs: www.facebook.com/MidcontinentCommunications/ https://twitter.com/Midcontinent Kudos Category: The Accelerator 1. Please describe your company and your initiative. We are ambitious, bold, and enthusiastic about technology and innovation. We're dedicated to empowering and inspiring the people of the Midwest. Our mission is to be the best communications company in the country for our customers, employees, stakeholders, and communities. We have an aspirational goal to have 75% of our customer interactions handled in either a digital conversation or through self-help options. Getting to that level will require us to offer Support where our customers want to be. A substantial, versatile, and ever-adapting platform will be needed to achieve this goal. Someone as bold and enthusiastic as Midco is mandatory for an objective like this, and luckily for us, Khoros has answered that challenge. 2. What was the “before” state? What challenges did you have to overcome? We began our journey with Khoros Care (Lithium) in 2018 as our social media engagement tool. Our Customer Care team used Response as a support option on our Midco Facebook and Twitter accounts, and our Marketing/Communications used Response to interact with fans on our Midco Sports Network Facebook and Twitter pages. Our traditional Customer Care chats came in on a different software platform. We also make it a point to reply to all Google Reviews left at any one of our 22 Google Locations. We had to log in to each of these locations as a review was received and answer it there. Having so many processes across different platforms left us with a lot of inefficiencies and wasted time transitioning back and forth. We also lost productivity in our old chat system, because we often had to wait minutes for a customer to reply instead of just moving on to help the next customer. Something had to change, and oh boy has it. You might want to strap in for this next part. 😊 3. What were the results? Please cite qualitative and quantitative results. Starting in July 2019, we stepped on the accelerator and have been adding integrations, capabilities, and improved customer experience to Care ever since. August 2019 – SMS was added as a Support option, and we have handled over 36,000 customer interactions in this channel. August 2019 - In the true Midco Trailblazer spirit, our Dispatch team was thinking about how to use Khoros to fit their needs. They wanted a way to interact more efficiently with the technicians in the field, and SMS was that answer. Dispatch obtained a unique short-code and provided it to the technicians. Now the techs can text our Dispatch team, and the team can assist many techs simultaneously. Dispatch is using Khoros as an internal to more effectively talk to the techs, and it shows some great ingenuity on their part. Profiles were created for each technician. Now when they text in, their profile identifies who they are and to which region they belong. Dispatch has used Khoros to handle 16,876 tech interactions successfully. September 2019 – Apple Business Chat was initiated. 17,000+ chats have been handled through iMessage, with 44% of those being call deflections – someone clicked on our 800 number to call, and we popped the option to message instead. November 2019 – Google Business Messages was first offered to customers. While this channel hasn’t been as active as the others, 1853 customers have opted to contact us this way. Each month has shown steady growth over the previous month. March 2020 – Modern Chat replaced our traditional chat platform. Making this change improved our effectiveness significantly. In July 2019, on our old software, our AHT for a chat conversation was 14:00. Using Modern Chat in July 2020, our AHT is down to 7:13! We have talked to 36,286 customers in Modern Chat March 2020 – Google Reviews were moved into the Care platform. This has resulted in less agent time toggling between applications, and we now have some additional productivity metrics to measure with the rest to gauge overall performance. August 2020 – We are implementing the Khoros Bot and will begin testing in August. We would not have been able to achieve the success we have without a great partnership with Khoros. Overall, excluding Google Reviews, Customer Care has handled nearly 39,000 more digital interaction from February 1, 2020, to July 30, 2020, than we did for the same timeframe in 2019. That equates to an increase of 77%. We are well on our way to reaching our goal, and our customers love the options. Let’s hear from a few of them.
