Social Customer Service Management at Scale!

At our organization, we use Khoros SMM primarily for Social Customer Service. Our Social Customer Care Team is embedded in our Customers Relations Department and works to address Customer comments, questions, complaints, and compliments received within Southwest Airlines' social media channels. This growing Team operates seven days a week, 24/7. Launching Khoros SMM aided in the rapid growth of our Team. The workflow within the platform works well to manage and distribute a large volume of inbound social posts. This had allowed our Team to faster serve our online Customers. Khoros SMM has features that help us to automatically route conversations based on keywords, tags, and users, which is extremely helpful during high volume events. Khoros SMM Analytics has also enabled us to track our Team's performance both at the individual Representative level and at an overall Team view, allowing us to set SLAs for our Team.

The ability to set auto-tagging and priority rules within Khoros SMM has had a very positive impact on our Team. We routinely experience high volumes of inbound posts in a matter of minutes, so in this situation, we are able to quickly activate auto-tagging capabilities thus routing these conversations to the correct work queues for handling.

Using Khoros SMM has helped us to streamline our workflows and reduce our average time to first response. The analytics in SMM helps us keep a close eye on our performance throughout the day alerting us when there is a sudden increase in inbound volumes so we can make staffing adjustments as needed.