Their service motto is “we’re here to help.” So it was an obvious choice for the Bank of Montreal to position their social media channels as an active part of their digital support strategy, because of the accessibility and convenience with Social Media Customer Service.
Position Social Media as a viable support channel for BMO customers
Improve the customer experience through strong social media support (even in a regulated industry).
Provide support for Canada in both English and French, as well as U.S. targeted support in English and Spanish.
Multi-lingual, global support: Each of these channels are managed by a Canadian English, Canadian French and U.S. English team.
Diversified Agent Training: Agents use insights from call center training to humanize social media customer service interactions.
Stronger Brand Voice/Further Brand Reach: BMO agents handle all support channels, including social, chat and phone. Conversocial helped solidify BMO’s brand voice and extend audience via social media channels.
Team Expansion: Effortlessly align your team structure with easily managed roles and permissions, collision detection, approval workflows and team-based routing. Conversocial makes it easy to add more members as your team grows.
U.S. Operations (since July 2015)
83% decrease in First Response Time
167% increase in Positive Sentiment
234% increase in Responses made within < 1 business
Canadian Operations (2014-2015)
78% decrease in First Response Time
54% decrease in Average Handling Time (AHT)
315% increase in Positive Sentiment
[Listen On-Demand] How Bank of Montreal has built, and maintained, a #SocialFirst customer service strategy
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