Company background: USAA's mission is to facilitate the financial security of its members, associates and their families by providing a full range of highly competitive financial products and services. In so doing, we seek to be the provider of choice for the military community.
Contact: Allison Squires
Title: Social Business Strategy Director
Kudos Category: All-Ways Connected
1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve?
From the founding of USAA, customer experience has been a priority, and with the evolution of social alongside tools to manage such interactions, USAA is able to continue the legacy of best-in-class support. Khoros provides visibility & quick response across channels.
2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement?
Khoros technology enabled USAA to provide seamless, personalized interactions with members and analytics feedback to ensure proactive marketing content reflected member needs. Community provides peer support within the trusted brand of USAA, while extending marketing efforts with storytelling.
3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation).
USAA is able to instantaneously match ~15% of social authors with servicing concerns, gain member insight instantly, hit 93% MoM MSI (SLO), reduce Avg handle time to 3.9 min and drive roughly 200k Community visits monthly
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