CUSTOMER STORY
SMARTY builds trust and fosters engagement with their community
SMARTY wanted to build a trusting relationship with their customers compared to other mobile companies, so they used their community to foster an open dialogue.
EXECUTIVE SUMMARY
SMARTY is committed to revolutionizing the mobile industry by restoring customer trust and practicing clear and direct communication. The company saw a critical opportunity for enhanced transparency and continuous conversations, and to deliver avenues for customers to provide feedback and interact with the brand. SMARTY launched a digital customer community to reach this goal and upgraded its social media support, ensuring every customer interaction is meaningful and impactful.
Since SMARTY launched its online community and updated its social service program it saw:
- 20,000 monthly active users added to the community
- 1.6% conversion rate to the online store
- 92% decrease in SLA Response time
“People use their phones all the time, yet communicating with their phone company is one of the last things they want to do. We’re looking to remove those barriers by making it easy for users to get in touch, both with us and each other.”
– Yulian Kozachok, Community Manager
