Company: Vox Telecom Company background: Vox prides itself on technical expertise, innovation and the delivery of superior product quality. Vox is regarded as a leading innovator in the industry and takes full responsibility for all implemented technology and systems, from concept to installation. Specialist product managers are responsible for managing their respective portfolios, ensuring continuous research and development and adherence to the highest standards. The Vox Service Center is a 24/7/365 operation that not only offers immediate support for all customers, but also continuously monitors all of Vox’s networks and infrastructure to ensure that quality of service is always maintained. An extensive team of account managers and technical engineers are employed in each regional office, ensuring local service and timely implementation of solutions Contact: Kay Korff Title: Customer Service Manager Kudos Category: The Accelerator 1. Please describe your company and your initiative. We have distinguished ourselves from our competitors by ensuring our customers have easy access to communicate with our customer services and support teams. We are a leading internet and voice service provider with an end goal to establishing a better online presence. 2. What was the “before” state? What challenges did you have to overcome? The different Social Media response platforms had to be monitored & responded to manually on each platform. The challenges were to monitor, keep record, respond within timeline as well as management by different users. 3. What were the results? Please cite qualitative and quantitative results. Vox went from monitoring only 2 social media platforms with an average of 201 successful engagements a month, to now monitoring 7 different platforms and successfully engaging in an average of 1 953 conversations via a single solution.   ... View more

Company: Vox Telecom Company background: Vox prides itself on technical expertise, innovation and the delivery of superior product quality. Vox is regarded as a leading innovator in the industry and takes full responsibility for all implemented technology and systems, from concept to installation. Specialist product managers are responsible for managing their respective portfolios, ensuring continuous research and development and adherence to the highest standards. The Vox Service Center is a 24/7/365 operation that not only offers immediate support for all customers, but also continuously monitors all of Vox’s networks and infrastructure to ensure that quality of service is always maintained. An extensive team of account managers and technical engineers are employed in each regional office, ensuring local service and timely implementation of solutions. Contact: Kay Korff Title: Customer Service Manager Kudos Category: Best-in-Class: Care 1. What were your organization’s digital customer service initiatives? What channels do you support today? Vox has combined our customer care across two active Facebook accounts, two multipurpose Twitter accounts, an Instagram account, a TikTok account and LinkedIn account. We are setting the benchmark on providing customer services within the Telecommunications Industry. 2. What was the most important issue you were looking to solve via your digital technology (e.g. community and/or social media management platform) — and what makes your approach to that achievement unique? The most important issue we wanted to solve was the response management to customers on the forums to provide quick & effective feedback and uphold our public image. We respond to all forums with ease & deliver excellent customer service. 3. What 1-3 metrics best describe your success? (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)). 1. Call deflection and reducing costs for end user - Keeping customers updated on service disruptions. 2. Agent efficiency - In-Dept training & monitoring of implementations 3. Response Speed - All queries are being attended within a 30-minute timeframe, but typically respond within 6 minutes.   ... View more

  Company: Vox Telecom Company background: Vox prides itself on technical expertise, innovation and the delivery of superior product quality. Vox is regarded as a leading innovator in the industry and takes full responsibility for all implemented technology and systems, from concept to installation. Specialist product managers are responsible for managing their respective portfolios, ensuring continuous research and development and adherence to the highest standards. The Vox Service Center is a 24/7/365 operation that not only offers immediate support for all customers, but also continuously monitors all of Vox’s networks and infrastructure to ensure that quality of service is always maintained. An extensive team of account managers and technical engineers are employed in each regional office, ensuring local service and timely implementation of solutions. Contact: Kay Korff Title: Customer Service Manager Kudos Category: Keep Calm and Carry On 1. How did your team shift your existing strategy to better engage customers during a crisis? Instead of being responsive to customers impacted by service disruptions, we changed our strategy to a more pro-active approach. We achieved this by creating 2 separate social media pages to better engage with customers who might have been impacted by a service disruption. 2. What operational processes did you create or change to respond in a time of crisis? By creating Vox Customer Service Facebook page and @VoxTalk2us Twitter page we give constant feedback to our customers regarding precinct specific service disruptions, we have eliminated the need for the customer to contact the support centre and instil confidence in the Vox brand. 3. What success metrics did you use to determine if your shifts in strategy and process had the desired outcomes? What were those quantifiable outcomes? Vox has successfully been able to divert 198 conversations related to service disruptions away from the Vox Marketing page on to the Vox Customer Service Facebook page within the last 28 days, which allowed our Sales and Marketing teams to focus their attention on the Sales related queries.   ... View more