How TymeBank Services Their Customers The “Digitally Smart” Way By Partnering With YOUKNOW Digital And Khoros Care
With Khoros TymeBank needed to track and manage queries from customers online. With Khoros they could start monitoring customer needs through their online community to drive better insight into financial literacy.
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Project Overview
With no traditional bank branches, an immediate priority was finding an efficient way to track and respond to all social media queries from customers who were taking to online channels to ask questions regarding the bank’s offerings and digitally transacting on their accounts.
TymeBank Team
Marketing, Department
The Problem
- TymeBank needed an efficient way to track and respond to all social media queries from customers who were using online channels to ask questions about the bank’s offerings and digitally transacting on their accounts.
- The rapid scaling of their community required a solution to onboard new team members seamlessly and monitor real-time customer needs to drive financial literacy through focused messaging.
The Strategy
Challenges Faced By TymeBank’s Community Management Team Before Using Khoros Care:
"After the bank launched, the community and therefore, the team of Engagement Specialists, scaled at a very rapid rate - going from a single Community Manager to a team of four managed by a Community Team Lead - in just a year. Khoros was able to seamlessly onboard new team members. Almost immediately after implementing Khoros, we could start monitoring and collating clear, real- time customer needs data through conversations of our online community which helped us drive digital and financial literacy through key focus messaging. We use this engagement for concise reporting to key stakeholders which directs business decisions including priory online customer support, which Khoros is instrumental in providing." - Tracey Walker, Manager: Social Media & Community at TymeBank
How Khoros Care Has Assisted The Team: Community Managers Testimonials
"The analytics tab really helps with our reporting together with our tags implemented, we’re able to see an overview of what our customers require assistance with and strategically assist them". - Winnie Jura
"Khoros Platform made it easy to integrate all 3 key social media properties (FB, TW and IG). Tagging system wasn’t complicated and made it easy for the CMs to use the tagging system to track queries. We can also easily access agents SLA and TAR and team performance." - Ashley Mokwena
Using Khoros has been great, it's different from other products I've used in that it has a great record of conversation history.
Key Results
While TymeBank does partner with some stores where they have an ambassador presence for in- person engagement, their strong digital offering means they have an obligation to their customers to effectively and efficiently offer a strong digital customer care process and to do this they rely on Khoros Care to bolster their social media support channels.
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