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 leveraged our Khoros Community to build a custom Blog page, separate from the rest of the Community, but utilizing all the community functions and features has to offer. Specifically; allowing anonymous blog comments, building event specific keyword and smut filters, isolating Page View and Visit metrics, exporting comments and engagement data from Khoros Care. 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. This was a huge win for Bell Let’s Talk 2024 and in the future as the Digital Support/Bell Community team was able to prove in a challengingly short time that we can innovate and change the way we use the Khoros Community platform. The versatility allows us to manipulate it’s functions and features to serve specific needs and adapt to challenges as they arise. Whether we are working with Branding, Marketing, Product or Sales teams, we have shown that no matter the challenge put forth, the Bell Community Forum can align to those opportunities, meet the challenge and alleviate time and cost constraints for all teams involved. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. The number one outcome for the business was the efficient use of time. This time efficiency allowed the Bell Community team to extract further value and use from the Community. The financial value achieved was the decrease in spend by tens of thousands of dollars, all by using ‘an in-house’ solution. As before, the versatility of the Khoros Community platform allowed our team to flip standard use cases on their head and pivot on how we traditionally used Blogs. Between the two; English Bell Let’s Talk and French Cause pour la Cause we generated just over 480 comments in the 24 hour campaign. What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. Bell Let’s Talk day lasts an entire 24 hours and within that time period the 2024 Bell Let’s Talk blog totaled: 8% of all the day’s Page Views across the entire Bell Community 82% of all Blog Page Views in one day vs. an entire week’s average 6.7K total Page Views 2.7K Visits 2.1 Unique Visits 480+ individual posts in both English and French Through Khoros Care, our alternate social channels Bell Let’s Talk 2024 generated: 22.7K Mentions 209M Impressions 20.2M total Reach 18.8K Bell Let’s Talk Hashtags What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved? Not only was the immense cost savings such a large part of the Khoros Community being the main differentiator in pulling off a hugely successful Bell Let’s Talk 2024; but the ability of our developer and management teams to work and collaborate so effectively through the Community Stage environment. Having a backend like Stage allowed us to build the structure, design and layout the page, give and receive feedback, demonstrate the changes and functionality, etc. all quickly, easily and internally. Without Khoros Community’s Stage, we simply could not have delivered to the degree that we had and with such a short turnaround. What parts of your experience working with Khoros enabled you to address the need or challenge? Our Community Manager has over a decade of experience with Khoros Communities and our Developer Natalie has been working with Khoros Studio and Stage since launch in 2021. They both know what the Community platform is capable of, what its limitations are and how both of those can be pushed, stretched or customized. Khoros has and continues to hold workshops, courses and webinars throughout the year(s) and we encourage your to register, participate and apply what you have learned in them. Khoros has built a platform for you to address the digital challenges your company faces.Lucky 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 outcomes directly relate to business and value outcomes, but the main value outcome is always to reduce the cost to serve the customer while increasing the customer’s use of self-serve. Through increased Community content, Blogs, TKBs, Accepted Solutions, Solution Views, Resolution Rate and Contact Rate we’re driving a $327K 2024 YTD contact savings from the Lucky Mobile Community alone. By building the connecting bridges between Khoros Care’s social media, leveraging the After Hours automated response and soon Agent Assist, we are able to provide faster resolution, through less contacts, while educating the customer on where to find the answer themselves in the future. What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. The Lucky Mobile Community finished 2022 with a Community Resolution Rate of 26%, Avg. Min. to First Response of 2.6K minutes and 133.5K Solution Views. In 2023 we had maintained the Community Resolution Rate of 26% but delivered an exemplary 39% decrease in Min. to First Response at 1.6K minutes (1K minutes faster) and a 65% increase in Solution Views to a total of 220K YoY. On the social media side we targeted an 80% SLA in 20 min. or less and achieved 72% across 4.3K Conversations, 15.6K Posts and a 95% CSAT. 2024 YTD, the Lucky Mobile Community currently holds a 22% Resolution Rate, has further reduced Min. to First Response by another 18.75% down to 1.3K minutes (300 min. faster) and are already 25% above 2023’s Solution Views; currently 275K. We are equating an approximate contact deflection savings of $327K 2024 YTD from the Community alone as only 11% of customers who visited the Lucky Mobile Community first, then called in or reached out to Live Chat. On the social media side, 2024 YTD we have achieved an 85% SLA in 20 min. or less across 1.4K Conversations and 7.5K Posts with an 88% CSAT. What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved? The number one differentiator the Khoros Community solution has in relation to our business goals, is the connection between Khoros Care and the Khoros Community. Utilizing Khoros Care for our social engagement side allows the Lucky Mobile Community to increase traffic with the use of social-to-community pathing via agents and community moderators. We utilize Community redirection via agents and Khoros Care’s after hours/out of office auto-response. Additionally, other factors adding to our success through 2024 and into 2025 will be the increased use of Khoros Agent Assist. Agent Assist helps social agents connect relevant community topics and solutions to their social media customers. What parts of your experience working with Khoros enabled you to address the need or challenge? Our Community Manager and Social Media Specialist have over a decade of experience with Khoros Communities and Khoros Care each. Our long term partnership and experience has afforded us the time to learn and absorb all of what Khoros platforms have to offer. As we grow, meet new challenges and opportunities, we can match those challenges with the appropriate Khoros solution.
