TELUS is Making the Future Friendlier for Their Customers

Case Study / TelusTELUS – making the future friendlier for theircustomersThe Challenge The ResultsTELUS has always prided itself on providing The @TELUSsupport team hit the groundexcellent customer service and have been running and to date has sent more than 32,000recognized for their efforts. With the rise of tweets, and resolved 13,000+ client care issues.social media, TELUS saw an increased number of They offer service in English and French withcustomers using new channels to obtain customer a team of 30+ specially trained agents. TELUSservice, voice opinions and connect with other agents sign on and off with their name, lettingcustomers to share ideas and solutions. The team customer know they are ready to help. All of theat TELUS saw a chance for their customer service hard work is paying off, as TELUS just achievedprofessionals to start engaging with customers on a huge milestone.these new platforms. @TELUS just hit 20,000 followers, and in true TELUS style they made sure that this was aThe Approach very special event. @Trishachu reached out to ask TELUS for some help with her upcomingTELUS trained a group of care agents to monitor wedding; little did she know that she wassocial media and using Salesforce Radian6, they lucky number 20,000. The team at TELUS notwork to monitor the conversations that matter only provided Trisha and her fiancée with 230to them and connect with customers who have pairs of TELUS sunglasses for their upcomingquestions or concerns. The launch of wedding, a delicious cake, a fantastic wedding@TELUSsupport on Twitter was met with a very playlist for their big day via @Rdio, but theypositive response, and TELUS has garnered a noticed that Trisha supports the Autism Societyhuge following. In May 2012 @TELUSsupport of British Columbia, so TELUS donated $10 forbecame the first account in Canada to become each of the 230 wedding guests that will attendverified by Twitter solely for customer support. Trisha’s big day.www.radian6.com1 888 6RADIAN (1 888 672-3426) Copyright © 2012 - Radian6

Case Study / TelusTELUS has seen the potential that exists to and gain insight into what they are saying, whichtransform a negative customer experience into a helps TELUS put their customers first. The futurepositive one, which is exactly what their agents is friendly, as TELUS continues to delight theirare doing each and every day. Social media has customers with top rate customer care.helped TELUS get to know their customers betterHere are some examples of theTelus Support team in actionExample 1 Example 2May 10 from *@TELUSCustomer01: June 26 from *@TELUSCustomer02 (866 followers):@TELUSsupport Not happy right now. @TELUSsupport help me! my internet is down :(No one at Telus is even trying to help me!#WorstCustomerService Reply from @TELUSsupport: @TELUSCustomer02 Hello, Jessica here. I can lookReply from @TELUSsupport: into this for you. Can you please DM us the nameHi Art here from the @TELUSsupport and phone number on your account.Reply from @TELUSCustomer01: The problem was resolved with six additional tweets@TELUSsupport my data services arent working n between @TELUSCustomer02 &no1 can help me until 2morow bc I am “corporate @TELUSsupport.client” Didnt know that was a disadvantage Final reply from @TELUSCustomer02:The problem was resolved with 5 additional tweets @TELUSSupport rocks the planet. Thanks Jessica!between @TELUSCustomer01 & @TELUSsupport (* twitter names have been changed to protect theReply from @TELUSCustomer01: user’s identity)@TELUSsupport Thank you so much to Art from@TELUSsupport for fixing my phone when no oneelse in the company could.Interested in hearing what people are saying about your brand?If you’re looking to get started with Radian6, visit our website at www.radian6.com, or contact oursales team via email sales@radian6.com or telephone 1 888 672 3426.Copyright ©2012 Radian6

TELUS is Making the Future Friendlier for Their Customers

by Salesforce Marketing Cloud on Aug 01, 2012

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TELUS is Making the Future Friendlier for Their Customers Document Transcript

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