How USAA Optimizes Social Customer Care for Greater Efficiency
USAA is a family of companies providing insurance, banking, investments, retirement products and advice to over 12 million current and former members of the U.S. military and their families. Prior to using Khoros, USAA agents had to go through all social customer care documentation manually which led to long wait times for members and delayed support processes. This made it almost impossible for USAA to achieve its customer saving cost reduction goal.
USAA started by making a decision on the quality of social service processes with the identification of USAA’s Customer Care SLA on all business partners. Secondly, it implemented a social media management tool through Khoros, then integrated platform data into their CRM.
USAA was able to implement Social Customer Care Member Service Index while working with Khoros and that resulted in USAA’s customers receiving efficient service.
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