Best Use of Social Media for Customer Service← Go back to category
Got Questions? @RogersHelps has Answers
About this entry
Social media is about conversations - and we love listening and talking with our customers. Our team is committed to making it easy for our customers to do business with Rogers and we do this by actively sharing information, and engaging with our customers every day through Twitter, Facebook, RedBoard and our peer-driven Technical Community Forums.
The case for why this entry should win a Shorty
Rogers has been participating in social channels since 2009 in both French and English. In August 2011, recognizing that customers were asking care and support questions in social channels, we expanded our social efforts by creating a full support customer service team. We selected five team members from over 200 applicants that demonstrated a passion for our Rogers customers and who were interested and participated in social media. This team sits within the Care and Support organization and can handle the same questions their counterparts on the phone can respond to including, account and billing questions, and technical support for Rogers’ products and services. The team is available when our customers have questions on Monday-Friday from 9am-10pm and Saturday-Sunday from 10am-6pm EST. The social support team is actively responding to customer questions on Twitter, our Facebook page, as well as technical forums and blogs where service questions are being asked. Today, the team has 56,000 followers, which includes 7500 followers across the customer service handles (@RogersRavi, @Rogers_Kate, @RogersMichaelT , @RogersDarrell, @RogersAndrewNP and @RogersHelps). They proactively support Rogers customers on Twitter often in under 15-30 minutes of the customer posting a question to us! Because the team sits within the Care and Support department they have access to customer information and can easily move the customer from one channel to another if required. In some cases where support requires more than 140 characters the customer service rep will phone the customer, or start an online chat in order to get to the root of the issue.
In a competitive telecommunications industry, Social Support gives us the opportunity to surprise and delight our customers. By listening and engaging online our customer service team can take a customer from angry to advocate! As an example, the team had a customer contact them as she was frustrated with her paperless bill being directed to an email account that she no longer used. That same email account was also used as her identity for the self-service centre, MyRogers so she was unable to change the email address. This was causing her frustration and so she tweeted:
“@RogersHelps worst service I cant talk to tech support on mac and no1 can help me redirect my phone bill from being sent to the WRONG EMAIL!”
@RogersMichaelT from the @RogersHelps team jumps in to help. He untangles the MyRogers accounts that customer has created my replacing the contact email addresses to the one she prefers. By the end of the interaction with the Social Support team our customer tweets:
“Thank you so much I actually did the whole process today and it all went through and worked great :) thank you so much for all your help”
With an increasingly mobile and high-tech customer base, social support has been crucial to building loyal fans through being responsive where our customers are looking to us for answers! Our customers have taken notice and the team has received a great deal of positive recognition. Here are just a few examples from Twitter.
@ChaiLatteAddict: @RogersHelps Will do. Thank you J Glad you’re helping customers on Twitter. Keep it up!”
@pavvysingh: @Rogers_Kelly Thanks for your help btw J Good to see @RogersHelps using social media for the right reasons.
@ev98: Just spoke to Ravi from @RogersHelps; he was highly professional, apologetic and knew what I was talking about. Guess Twitter works.
@mjh888: Thank you for the prompt response. Best CS I’ve had in a long time!!
@benperry20: Heroic customer service today from #Rogers. Made my day – after a rocky start. Thank you so much @RogersMichaelT for being such a superstar.
@marknca: @andrewsmhay maybe @rogers_kate can help? She’s usually good at pt’ing you in the direction of someone who can actually do something
@TJGoertz: Thank you. Pass this on to your manager or whom it may concern – we love Twitter support!
@Captain Observe: @RogersBuz @RogersHelps @RogersRODO has been doing a fantastic job at engaging with their clients and trying to help out #DeservingShoutOut
@FTPcake: #FF @RogersHelps. If u have trouble or positive exp. With any account try Tweeting about it. They get results. Forget 611 n Tweet.
Thanks @RogersHelps, you provided the kind of customer service that is rare for companies these days. Special thanks to @RogersAndrewNP!!
@maniacalmom: Jumping into social media is THE smartest thing @RogersHelps has done! Thanks to @RogersRavi for ur help tonite.
@SteveatGoodLife: Publicly thanking @RogersHelp and in particular @RogersDarrell. Great example of prompt social media-powered customer support.
@daradotdesigns: Thanks for your help @RogersMichaelT… from now on I’m dealing with all customer service issues via twitter.
@The_KingBee: @RogersAndrewNP @rogershelps you guys on twitter have been the best examples of customer service – keep it up, thanks for listening J