Agent efficiency, automation, and operational insights
2023 KHOROS KUDOS AWARD WINNER
As a brand committed to fostering connections, Bell Canada, the largest telecom provider, prioritizes customer engagement. During COVID-19, Bell Canada transitioned its call center workforce from on-site to remote, which disrupted its customer support capacity. This reinforced the need for innovative solutions beyond agent reliance. Bell Canada responded by enhancing self-service options and introducing a brand-owned digital channel – a customer community. This expansion of channels and a shift towards one-to-many support significantly improved customer response times and issue resolution rates.
“Giving our users a customized experience to address their individual needs was a key goal of the improvements we made to our digital properties over the past two years,” said Imad Daoud, senior manager, digital support for Bell. “We will continue to update and expand our content library, online customer support options, and system usability as we strive to create the best digital experience possible for our customers. We are proud of the progress we’ve made.”
agent contacts deflected with community
YoY increase in user logins and total posts