CUSTOMER STORY
Bell Canada
Cuts support costs and delights customers with a “digital-first” customer service strategy
EXECUTIVE SUMMARY
Bell Canada, the country’s largest communications provider, helps its customers connect with each other and the world through its wireless and fiber networks.
When COVID-19 spurred an influx of service calls, the company needed alternative ways to connect customer questions and issues with instant answers and solutions. Bell Canada built a customer support community that in one-year grew from:
- 12,000 to 110,000 member log-ins a quarter
- 93,000 to 515,000 sessions a quarter
- 1,500 to 13,900 total community posts
The introduction of this one-to-many, self-service channel added to Bell’s digital-first strategy, creating measurable value for customers and the company:
- 300,000 agent calls deflected annually
- 23% improvement in same day contact rates
- 46% YoY improvement in issue resolution rates in 2023
“After successfully piloting and achieving business objectives, obtaining a positive ROI, and receiving favorable feedback from our user base, senior executives readily invested in the Community without opposition.”
– Imad Daoud, Senior Manager, Digital Support
