Lithium Helps Telstra Digitally Transform Customer Experience

[FranciscaF]

Telstra, Australia’s largest telecommunications company, recognized the digital landscape was changing. Their customers had increasing expectations and desires for the same level of authenticity from interactions in digital environments as they traditionally experienced in the offline world. Telstra identified the need to create a Total Community customer care experience—and fast.

Partnering with Lithium, Telstra caught up to their customers needs by building an entire digital eco-system that includes a thriving Community that has provided a 22% increase in accepted solutions, a game-changing 24/7 customer service experience with Lithium Social Web (LSW), and a Klout integration to offer the next wave of gamification and customer value exchange for their community members.

Find out more about Telstra’s winning Total Community strategy.

Check out the full case study  here and click below to see a video interview with Telstra’s Director of Digital Operations, Monty Hamilton:

[video]