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2021 Customer Awards: WesBank - Keep Calm and Carry On
Company: WesBank Company background: WesBank is South Africa’s leading asset-based finance provider, now, and for the past 40 years. We’re able to offer our customers the best possible vehicle finance because we’re the partner of choice for over 60 leading international brands, including automotive OEMs, insurance providers and oil companies. We’re also able to offer leading customer service thanks to our vast industry knowhow, digital integrations and by virtue of being a division of the FirstRand Group – Africa’s most innovative financial services provider. Contact: Jade Thomas Title: Contact Centre Manager Related URLs: https://www.wesbank.co.za/about-us/ Kudos Category: Keep Calm and Carry On 1. How did your team shift your existing strategy to better engage customers during a crisis? WesBank wanted to service customers via social media and drive education on their website. They needed a platform that would enable them to track queries received and plan better for their service offerings going forward. During the Covid-19 crisis this proved to be even more crucial. 2. What operational processes did you create or change to respond in a time of crisis? The team manages human error risk by using agent response templates for handling complicated queries.Khoros Analytics enabled the team to get a better understanding of customer needs as well as customer frustrations through the use of CSAT surveys. Welcome Responses are used to manage expectations. 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? Engagement rate increased by 42% ,Achievement of SLA target improved by 57% Conversations flushed dropped from over 9 to 0%.The Khoros platform gives a whole new dimension to community management. The powerful insights have provided us with a deep understanding of what our clients need. <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.>2021 Customer Awards: TymeBank - Keep Calm and Carry On
<Company Logo here> Company: TymeBank Company background: With a sharp growth of over 2.71 million customers in just two years since its launch in February 2019, TymeBank needed to quickly and effectively scale their social media team and manage all social media channels in one location. With no traditional bank branches, an immediate priority was finding an efficient way to track and respond to all social media queries from customers who were taking to online channels to ask questions regarding the bank’s offerings and digitally transacting on their accounts. Contact: Lungile Mdaki Title: Community Team Manager Related URLs: <Add supporting URLs of your community, social channels, campaign sites...> Kudos Category: Keep Calm and Carry On 1. How did your team shift your existing strategy to better engage customers during a crisis? After the bank launched, the community and therefore, the team of Engagement Specialists, scaled at a very rapid rate - going from a single Community Manager to a team of four managed by a Community Team Lead - in just a year. Khoros was able to seamlessly onboard new team members. 2. What operational processes did you create or change to respond in a time of crisis? Almost immediately after implementing Khoros, we could start monitoring and collating clear, real- time customer needs data through conversations of our online community which helped us drive digital and financial literacy through key focus messaging. 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? 116% improvement in turn around times, 14% increased engagement and more that 50% increase incoming conversations. While TymeBank does partner with some stores where they have an ambassador presence for in- person engagement, to do this we rely on Khoros Care to bolster social media support. <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.>2021 Customer Awards: MTN South Africa - All-Ways Connected
<Company Logo here> Company: MTN South Africa Company background: MTN is a global player that operates in 22 markets in Africa and the Middle East. The company now offers e-commerce and digital services in music, financial services and entertainment. As a socially responsible company, MTN, through its philanthropic arm the MTN SA Foundation, MTN leverages the power of connectivity to facilitate access to education and healthcare, and fosters the development of entrepreneurship and the arts. Contact: Ronelle Cain Title: Senior Digital Manager Related URLs: <Add supporting URLs of your community, social channels, campaign sites...> Kudos Category: All-Ways Connected 1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve? MTN was faced with the challenge of handling increasing volumes of social media interactions via Facebook and Twitter and to respond effectively to the requests for customer service on their other support channels. We looked for the best way to achieve an innovative solution to our digital care. 2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement? MTN believes that everyone deserves the benefits of a modern connected life, hence as part of our BRIGHT Strategy, we aim to make our customers lives brighter, by "Providing the Best Customer Experience through various Digital Channels". 3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation). Through partnering with YOUKNOW and implementing the Khoros Care solution, we were able to scale our operations to 80+ social care agents, reduce response times by 80% and engagement increased by 38%. CSAT scores also improved drastically, overall volume also increased by 150%. <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.>
