Lithys 2017: Handy Technologies- Social Support Champion
In the first quarter of 2016, the Handy Customer Experience team made a commitment to responding to all customer and professional inquiries in the fastest time possible, believing that this was the key to the highest customer satisfaction and delight, and we had outgrown our old processes and social media tools.
Company:Handy Technologies, Inc.
Entry submitted by:Dylan Henry (Director of Customer Experience)
Handy is the leading platform for connecting individuals looking for household services with top-quality, pre-screened independent service professionals. From home cleaning to handyman services, Handy instantly matches thousands of customers every week with local professionals in cities all around the world. With a seamless 60-second booking process, secure payment, and a Handy Happiness Guarantee, Handy is the easiest, most convenient way to book home services.
In the first quarter of 2016, the Handy Customer Experience team made a commitment to responding to all customer and professional inquiries in the fastest time possible, believing that this was the key to the highest customer satisfaction and delight, and we had outgrown our old processes and social media tools. With glowing references from other companies, we decided to use Lithium Social Media Management (SMM) for Service to support our social media customer experience tracking and responses around the clock by a team at our headquarters and remotely. We built a QA process and weekly reporting to achieve quick response times and consistent and high quality resolutions. For several years, without the proper tools and analytics, the customer experience team was unable to react as quickly as we and our customers would have liked to relevant social media conversations about Handy.
Handy has always prided itself on providing support on our social media channels around the clock and with as much speed as we can muster. For us, we want to be where our customers are, and the main customer issue we wanted to tackle was accessibility and ease to contact us. We treat each social media platform as a live channel with the expectation of immediate interactions between our team and the customer. Lithium SMM better enabled us to have a dependable ticketing system, develop a QA process, and track key metrics for continuous improvement in servicing all of our customers and professionals.
Employing Lithium SMM and an efficient ticketing system to our social media inquiries has impacted a number of metrics significantly across our CX organization.
We have been recognized as the fastest customer support handle to respond on Twitter multiple weeks by tracking services such as HelpHandles. Life before Lithium SMM saw response times between 6 and 24 hours. When we kicked off the partnership with Lithium SMM, we sought to treat both public and private posts on social as a live chat channel, and we were able to respond to 70% of Facebook posts and tweets to our brand within 10 minutes. Through QA and a focus on our process and reporting, we have now been able to achieve 92% of all social media posts responded to within 10 minutes - no matter what time of day.
This has the added benefit of higher sentiment, less escalations, less interactions, and more public “Thanks!” when resolving an issue. To track the impact of customer sentiment by each of our agents, we created our own Social Sentiment Conversion Score, which scores when an agent successful converts a conversation from a negative or neutral initial posting to a positive experience, using Lithium SMM’s sentiment tagging. As we saw our response times become quicker and quicker and implemented better quality initiatives, we also saw our Sentiment Conversion Score increase by about 50%!
Finally, having the ability to tag conversations and track real time trends with our product has led to quicker fixes and a more accurate assessment of the impact.