USPS
Author Details: Name: Mary Beth Levin Title: Manager, Social Media Strategy and Analytics Company: USPS Tell us about you, your company, and your team? I have two teams under my tent: social intelligence and publishing. The publishing team manages content on our 18 accounts on six different platforms. It also manages the ZONE, the first (and so far only) social media ambassador program in the federal government. The social intelligence team takes a 360-degree look at what is being said about us on social and traditional media. Its purpose is brand protection, crisis mitigation, and a better customer experience. How does your role and your team support your company and its goals? Our goal is to do good and do better. Unlike many other programs which are based in marketing, we are fortunate to be based in communications in a center of excellence model. This means we are a servant with many masters: HQ communications, field communications, operations, HR, government relations, licensing, marketing and even the Postal Inspection Service. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? We wanted to map-out feedback coming to us on social media to the 5-digit zip code level, map-out a variety of specific concerns, and provide real-time as well as longitudinal data. We also needed to protect customer privacy. When looking at concerns coming to us on our corporate social media sites, we noted specific “customer service hotspots”. We also noted that the types of concerns varied by location. At its very heart, USPS is about logistics. We swim in data. At times we drown in data. With social media, this is yet another set of information competing for people’s time and attention. We needed to provide information in a way that was accessible and compelling to people who are already super busy. Our objective was to make things better for everyone: customers and employees. And we needed to recognize that not everyone loves pie charts and bar graphs. Social listening software has its own limitations: the platform may limit access in its API, biographical information may be incomplete or outdated, customers may not be posting using their mobile phones (and if they are, geolocation may not be turned on). This is why social listening software will map-out to cities and states and can do so for a limited percentage of social media mentions (about one-third for those platforms which allow access). Listening software will pull in product reviews, but not location reviews. And there is the issue of integrating data from various sources. USPS uses POS surveys, but these have limitations: they only capture the retail experience, tend to focus on extreme experiences, can’t include photos/videos, and results are rarely shared= outside of a select group. The teams we involved included communications, social intelligence, social customer re…620Views0CommentsHubSpot
Author Details: Name: Gabrielle Herrera Title: Senior Marketing Manager, Community Growth Company: HubSpot Tell us about you, your company, and your team? Community is an amplifier. Layering human connection on top of any of our customer-facing efforts makes them better. Our mission is to educate, connect and inspire the HubSpot community. In 2023 we showed that through hundreds of thousands of dollars saved, spreading HubSpot advocacy across the web, and by driving access and engagement to some of the hardest audiences to reach. In 2024, we're turning this amplifier up to 11. Our focus is to provide a human touch at scale using Community’s superpowers - scale, perspective, and passion. Our teams include Success Community, Communities of Practice, Identity based Communities (The Spot) and ensuring we’re spreading our advocates (Champions community) love throughout the community. How does your role and your team support your company and its goals? Using experimentation and scalable approaches, the Community Strategy & Operations team helps HubSpot identify hot pockets of community interest and value, and then scale those opportunities into valuable and sustainable communities for our ecosystem members. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Customers want to be guided and get personalized examples & advice (often preferably from a human). We have no shortage of great resources for our customers, but they don’t always get utilized. We need to spend our highly-talented CSMs’ time on high-leverage moments and stakeholders, not gathering links for front-line reps - but as we continue to succeed, there are even more people vying for CSM time. Through Community, we can scale success so reps can focus on leverage points, without removing the human touch from the experience by transforming into a Community Success Center. Peer responses and public answers save us potentially multimillions per year in support costs (and lift Partners up). Community is the go-to self-service platform for peer-to-peer knowledge sharing, advocacy, and ideation. The Community Team is responsible for building and scaling a network of HubSpot customers, partners, users and developers on the HubSpot Community to drive peer-to-peer support and knowledge sharing and ensure questions are resolved with fast, consistent and invaluable expertise. The Community Success Center allows HubSpot to become more efficient while keeping a human touch. 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. Evolving from a support community aimed at answering a single, point-in-time question to a recurring, lively success destination has been our major innovation and strategic sh…ViewsCommentsDominion Energy
Author Details: Name: Courtney Koogler Ercolano Title: Communications Consultant Company: Dominion Energy Tell us about you, your company, and your team? My name is Courtney Koogler Ercolano and I’m a Communications Consultant for Dominion Energy. I’ve worked in digital communications for 8+ years. I worked on the previous platform and helped onboard Khoros in 2021. Since then, I’ve become a system administrator to ensure the platform works as the team needs it to. This includes training customer care agents and other admins on how to use the platform as well as strategizing on how to use Care to best serve Dominion Energy’s needs. How does your role and your team support your company and its goals? I sit under Customer Communications on the Corporate Communications team. I work alongside Customer Experience and Care teams in our local regions to meet our company goals (with a focus on the customer). The corporate team also sets governance for brand responses and creates processes for how to handle specific situations and escalations. We’ve built out a specific process for our customer care agents so that they can focus on serving our customers. Our goals include reducing call volume as it’s expensive and not ideal for all of our customers. Additionally, we use Khoros to expand our digital care offerings so we can continue to meet our customers where they are (or expect us to be). It’s important for us to be on the channels our customers prefer and to be able to serve our customers on the channel they come to us on. Our goal is to serve them on that channel and hopefully resolve their issue in that channel. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Our challenge was to Reduce costs as it’s expensive to have people on the phones, Increase resources - digital positions are much more attractive, and Provide the digital options customers want. Our goal is never to get rid of the phone as there are cases that must be handled over the phone and customers who desire that option. One size does not fit all. Our challenge is finding a way to meet customers where they expect us to be and meet their expectations as a brand in general, not only as a utilities provider. The team uses Khoros Care to handle conversations across traditional social channels like Facebook, Instagram, and Twitter, Review channels, and digital channels including Apple Business Chat. 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. We launched Apple Chat about a year and a half ago, and have continued to expand the offering in South Carolina because it has been so successful. Virginia is our next focus for this channel to help call diversion. Normally, it would be difficult to say w…ViewsCommentsInstructure
Author Details: Name: K Lundstrum Title: Community Manager Company: Instructure Tell us about you, your company, and your team? Instructure is the innovative education technology company behind Canvas, the world’s most popular learning management system and developing Ed-cosystem. As a company, we seek to elevate student success, amplify the power of teaching, and inspire everyone to learn together. Our Community team is at the heart of it all, driving vision and strategy in content, engagement, and innovation within the Instructure Community, a Khoros community. We’re dedicated to ensuring our users and over 2.2 million Community members have access to a wealth of knowledge, self-support resources, and peer collaboration. Through the Community, we empower educators, administrators, and students to discover solutions, share best practices, and access valuable resources—all while fostering a vibrant environment for learning and growth. How does your role and your team support your company and its goals? Our role is at the core of Instructure’s mission—empowering users to be more self-sufficient and providing scalable, effective customer support through our online community. By fostering peer-to-peer problem solving and collaborating with internal teams to share best practices, we’re committed to enhancing teaching and learning. Our efforts drive impact at scale, ensuring that millions of users can quickly find the solutions they need, reducing reliance on traditional support channels, and creating a more efficient, dynamic support experience across the entire Instructure Ed-cosystem! Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? The Instructure Community, one of the first of its kind and now nearing its 15th year, has grown and evolved across three platforms while staying true to its inception: to capture the energy, excitement, and learning of InstructureCon, our annual conference, and keep it alive year-round online—it's the ultimate perpetual unconference! Built for our diverse user base of educators, administrators, IT professionals, and students, the Community offers quick, easy access to a wealth of resources, tips, and troubleshooting. It's more than just support; it’s a vibrant, multi-faceted self-service hub where users can tap into content created by both Instructure employees and their peers. Today, powered by Khoros, the Community continues to thrive as a scalable solution, enabling our 2.2 million members and millions more visitors to find answers fast. The collaborative spirit of peer-to-peer support and self-service empowers users to solve problems on their own, while also reducing the demand on traditional support channels. In fact, we’ve seen a clear link between increased page views and a decreased need for direct Support assistance. The impact of this self-service success is huge! At scale, it m…ViewsCommentsAltice USA
Author Details: Name: Carolyn Miller Title: Social Media Care & Insights Manager Company: Altice USA Tell us about you, your company, and your team? I am a Social Care & Insights Manager for the telecommunications company Altice USA. The social care team answers customers’ billing and technical inquiries that come in through various social media platforms. They respond to customers on Facebook, X/Twitter, Instagram, and numerous online review platforms. How does your role and your team support your company and its goals? Altice’s goals are to connect, grow, inspire, and delight our customers. The social care team does our part to contribute to that promise. We do that by providing support to our customers 24 hours a day, 7 days a week. We attentively listen to our customers and do our best to solve their problems in the quickest way possible. We pay attention to our customers’ pain points and work with other groups to find solutions for those issues. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? We use the Khoros Care solution for our Social Media Customer Care team and our Business Chat Support team. Our primary goal is to always help and support our customers and their needs as expressed through social media platforms. The challenge was to be able access and add more platforms for our team to support. Over the last few years, we have added LinkedIn, Instagram, TikTok, and Yelp. This level of support has allowed our team to be more responsive and address more of the concerns that our customers have. Our support has delighted our customers and has improved our brand reputation. 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. One of our recent wins for the social care team, and the company, was successfully improving our brand’s reputation, which we have been diligently working on for the last year. This was a cross-departmental initiative. Our goal was to improve consumer sentiment across all platforms including online reviews. The Khoros platforms makes it easy to tag, label and sort any interaction. It also makes it easy to respond quickly and efficiently to the reviews left by our customers, be it positive or negative. That level of personalization and responsiveness does a lot to turn around an unhappy customer. In addition, reaching out to find our customers on various platforms, and then addressing their concerns, improves our brand reputation. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. There were several value-added outcomes from addressing these challenges. First, was improving our brand reputation. We immediately noti…ViewsCommentsUSAA
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…ViewsCommentsTruist
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…ViewsCommentsLucky Mobile
Author Details: Name: Darrell Harrison Title: Community Manager, Specialist Business Strategy - Digital Support Company: Lucky Mobile Tell us about you, your company, and your team? Lucky Mobile is a Canadian prepaid mobile virtual network operator. Lucky Mobile is Canada’s super cheap mobile provider. There’s no credit check, no long-term commitment and no data overage charges. Truth is, you don’t have to be lucky to get great mobile savings – you just have to be with Lucky Mobile. How does your role and your team support your company and its goals? When launching the Lucky Mobile Community in Q4 2021 our goal was to alleviate call centre and live chat volume by providing an additional platform of support available 24/7. The Lucky Mobile Community team focuses on driving the best digital peer to peer, self-serve experience for our customers. Whether the customer has questions, curiosities or requires technical, account, product or sales/activation assistance; the Lucky Mobile Community team develops the digital pathways to connect the customer to their desired self serve, peer to peer or customer support channel. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Focusing on contact centre volume reduction, the implementation of a Khoros Community would provide a 24/7 source of both searchable and peer to peer knowledge and support; adding to the social contact channel already available and operating within Khoros Care. Generally speaking, the Lucky Mobile customer base has the same handful of questions or issues; with nearly all being solvable via self-serve. Therefore, the main challenges the Lucky Mobile Community was intended to solve was to encourage, educate and commit the customer to use self-serve moving forward to address their questions or concerns as the first line of contact, before reaching out to an agent. This way we can answer their question or deliver the solution to their problem far quicker. 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. In order to deliver on the main goal of the Lucky Mobile Community; self-serve and peer to peer support, the Lucky Mobile Community had to build its reputation as a knowledgeable and helpful place. We worked hard to grow community content, increase solutions, resolution rate and lower peer to peer response times. We built out TKB content, maintained a respectable SLA to allow Community users’ posts to breathe and develop thoughts, responses and the solutions needed. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. We’ll go into additional detail below as progress outcome…ViewsComments
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