Bell Canada
Author Details: Name: Darrell Harrison Title: Community Manager, Specialist Business Strategy - Digital Support Company: Bell Canada Tell us about you, your company, and your team? Bell is Canada’s largest communications provider, connecting millions of customers throughout the country on our powerful wireless and fibre networks, and delivering compelling content to national and local audiences on our leading TV, radio and digital platforms. Our team of more than 50,000 reflects the diversity of the Canadian population and includes employees living and working in communities of all sizes across every province and territory. Bell Let’s Talk began in 2010, together we’ve created the world’s largest conversation about mental health. As a result, Canadian organizations large and small in every region have received new funding from Bell Let’s Talk and from governments and corporations that have joined the cause. Bell Let’s Talk funds Canadian mental health initiatives and organizations all year long that are creating real change in their communities each and every day. Since 2010, Bell Let’s Talk has committed $139,588,747 to Canadian mental health initiatives. How does your role and your team support your company and its goals? The Business Support team within Bell Canada focuses on driving the best digital (online/app) experience for our customers. Whether the customer has questions, curiosities or requires technical, account, product or sales/activation assistance; the Digital Support team creates and develops the digital pathways to connect the customer to self serve, peer to peer or service support through all available digital channels. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Our Brand and Bell Let’s Talk teams charged the Digital Support/Bell Community Forum team with the monumental task of putting together an in-house solution for Bell Let’s Talk Day on January 24th, 2024 with 9 days notice. The teams were facing three specific challenges: Functionality – For 2024 our Brand and Bell Let’s Talk teams wanted to expand the conversation and capture active responses from Canadians and others around the world to the Bell Let’s Talk question “Tell us what you plan to do to create change in mental health for yourself, your community or your workplace, today and all year long.” Cost – The cost to find a platform capable of allowing user & anonymous user registration, posting abilities and metric/KPI data collection was growing, running in the tens of thousands of dollars. Time – Time was short and we, the Bell Community/Digital Support team had 9 days to deliver a viable and functional platform. Within the first 3 days the Digital Support/Bell Community team had built a mock-up, demonstrated and delivered on functionality and metric/KPI’s, all essentially at no cost to the teams as we levera…377Views0CommentsLucky 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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