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How WesBank partnered with YOUKNOW to provide digital customer care, using Khoros Care

Executive Summary

The WesBank CSC Team did not have any system or tool in place to communicate or handle any queries on social media. All their interactions were received via voice and non-voice. They evaluated a competitor tool that they currently use for voice, however it did not offer the same benefits. Khoros was selected because it offers a range of options for social engagement, it worked well for their Marketing agency’s team as well.

“Our experience with managing our social media queries since using the Khoros system has been great. The system is user friendly and provides us with all of the insights required to manage our queues and customer insights. The YOUKNOW Khoros team is very supportive and are always available to assist us with achieving our operational and strategic objectives.”

- Jade Thomas, CSC Contact Center Manager

Why Khoros?

WesBank wanted to service customers via social media and drive education on their website. They needed a platform that would enable them to track queries received and plan better for their service offerings going forward.

How they made it work

  • Using the Trend analysis dashboards and stats to proactively enhance service delivery
  • Managing human error risk by using agent response templates for handling complicated queries
  • Khoros Analytics enabled the team to get a better understanding of the query types received, better understanding of customer needs as well as customer frustrations through the use of CSAT surveys
  • Khoros welcome responses has made it easy for the team to manage customer expectations during off hours

Results Results

“The YTD improvement is evident that customer service and customer expectation has improved over the last year and the Covid-19 volume reduced drastically”

- Gavin Jordaan, CSC Contact Centre Team Leader

“The Khoros platform gives a whole new dimension to community management. The powerful insights have provided us with a deep understanding of what our clients’ customers need and how we can serve them better. The Khoros platform is quite intuitive to use and the training as well as ongoing support have been amazing. We also love the way that the platform continues to roll out new functionalities that assist with the user experience and allow us to gain a more intensive understanding of our client's brand and customers.”

- Laura ChiwesheSocial CREACHAs

By Mercia Mnisi