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Humanity @ Scale: 

How BMO Serves the Social Customer

For the PDF of the Case Study click here.

Bank of Montreal’s #SocialFirst Story

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.

“Conversocial has helped humanize our customer service - at scale. We are able to shape conversations in the social/digital space, encourage our representatives to throw their scripts away to maintain the human touch and amplify their individual personality and out-of-the- box problem solving skills.”

-Lydia Desmarais, Social Media Manager (North America) at BMO Financial Group

The Social Maturity Journey


#Challenges

  • 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.

#Solutions

  • 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.

#Results

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

Audio Podcast 

[Listen On-Demand] How Bank of Montreal has built, and maintained, a #SocialFirst customer service strategy

Prefer to take the audio on the go? You're in luck!   

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