USAA
Author Details: Name: Lars Plougmann Title: Product Manager Name: Lori Castillo Title: Product Manager Company: USAA Tell us about you, your company, and your team? We are the product management team for USAA’s Social Chat. We sit within a larger team responsible for USAA’s chat capabilities, which is part of the organization developing all our digital channels. USAA is a 100-year-old member association offering financial services, such as insurance and banking. We don’t have branches, so our app and website are the main channels for self-service. Members can have direct conversations with our member service representatives on the phone or chat. How does your role and your team support your company and its goals? Social Chat fits with USAA’s philosophy to be available where our members are, and being asynchronous in nature, it offers our members a convenient way to engage with. Social Chat is available 24/7, crewed by a team of 100% human USAA member service representatives. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Social Chat is conducted by teams of member service representatives and specialists in Insurance, Bank, Life Insurance and other USAA companies. USAA maintains Social Chat policies that include standard responses for specific situations. This solves the challenge of having an official response available, but it is not necessarily convenient. The policy resides in a different system, and the integration mechanism falls back to copy/paste. Individual member service reps often compile a handy local list of official responses for quick access, and they include some of their own frequent responses. This can mean, if standard responses in a policy are updated, the change may not make it to those individual lists from where responses are copy/pasted. Response templates seem like such a simple feature in Khoros Care that it is barely worth mentioning. Yet, there is power in simplicity. Some of the situations where response templates really shine: When the appropriate response is long or complex. When using URLs in the response: A template helps our agents point to the relevant URL and avoid issues when copy/pasting URLs. When the response must be vetted by Corp Comms or Legal. The Bank team was the first to make use of response templates. The front-line team had a solid sense of which questions are asked most frequently, so those made up the first set of ten templates to be rolled out. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Once enabled, use of response templates for the Bank team quickly took off. Using response templates not only had the immediate benefits of quality and consistency, it also gave ri…443Views0CommentsTruist
Author Details: Name: Amanda White Title: Social Media Manager Company: Truist Tell us about you, your company, and your team? Truist is a purpose-driven financial services company, formed by the historic merger of equals of BB&T and SunTrust. We serve clients in several high-growth markets in the country, offering a wide range of financial services. Our team is Client Advocacy Social Media Care. We show care by advocating for our clients when they need help. I have been with Truist for 21 years and have led the Social Media team for 7 years. How does your role and your team support your company and its goals? Our team is here to support clients and potential clients with questions, concerns, suggestions, and comments. We want to make sure they feel that they are supported and cared for in every aspect of their financial journey. We believe when our clients win, we all win. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? The Client Advocacy Social Media care team was looking to improve TAR to be less than 24 hours as well as work on solutions to reduce manual tagging and closing of posts as irrelevant so that true client issues could be addressed. The TAR had increased to over 48 hours, which meant clients were having to wait an extended amount of time to be engaged and get a potential issue handled. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Through product coaching and working with Khoros implementation advisors, we were able to uncover some features within Khoros that were not being utilized to allow for improved efficiencies in the daily work. We were able to set up some auto-tagging rules and flush rules to remove posts that no action needed to be taken on. We also were able to implement push next in Q4 of 2023 for most of the team. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. Through implementing enhanced flush rules, auto-tagging and switching to a push next work style, we were able to significantly improve the TAR for client engagement which allowed clients to be taken care of faster. The team also benefited with less manual work to do which allowed more focus on accepting and responding to posts faster and removing posts that were unnecessary to take action on. Not only did switching to push next decrease TAR this also led to an improvement on being more efficient. What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. The outcome of utilizing Push Next verses agents self-assigning posts has lead to KPI imp…ViewsComments
443Views
0Comments
You’ve seen all recent content