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Swisscom is the leading telecommunications company in Switzerland, offering mobile service, fixed network, Internet, and digital TV solutions for millions of residential customers and businesses across the nation.
Over the course of a few days, many of Swisscom customers experienced several separate technical outages. Since Swisscom is the largest internet provider in the nation, the outages received significant attention in the press. During the outages, many customers took to social media to express concerns. This led to a 50% increase in Swisscom’s Facebook Messenger volume during the outages. 21% of conversations began with a negative sentiment — a marked increase over the average of about 10%.
Swisscom used Khoros Care to manage Facebook Messenger conversations, focusing on relating to and building relationships with customers through transparency and clear communication. Khoros helped them maintain smooth internal workflows, improving agent efficiency and allowing the team to prioritize key events even as volumes spiked. Swisscom also enabled alerts to be sent to their social media and incident management teams to indicate when news needed to be shared. They optimized future workflows with Khoros to prioritize the most important posts; all posts with a “major tag” were assigned to a specific smart view. Certain team members focused on these high-priority posts while others worked “the normal business cases.”
Priorities were extremely important during the outages, and Khoros gave Swisscom a good idea of how the conversation was progressing by monitoring whether influencers or media wrote about the topic. When this happened, Swisscom’s Social Media Care Team was able to respond quickly and efficiently, minimizing potential damage. Khoros also helped ease communication within the team because of internal notes between agents, allowing them to double-check before responding.
Khoros’ rich interface and features allowed Swisscom to connect with and respond to social media users on a more human level, for instance using GIFs to respond when it was natural in the conversation. This, along with improved response times and optimized workflows, allowed Swisscom to manage the technical incident with minimal disruption to or backlash against the brand.
efficiency of support teams to manage volume spikes during the technical incident
potential backlash against the brand by monitoring social media for mentions
building lasting relationships with customers through empathy, responsiveness, transparency, and human interaction
transparently with concerned customers, helping alleviate worries about service interruptions
Thanks to Facebook Messenger we were able to inform our clients and turn critics into a positive brand experience.
of dialogues that started out as negative turned to positive
of dialogues that started out as neutral turned to positive
SLA in 82% of conversations despite a 63% increase in volume