TELUS has always prided itself on providing excellent customer service and have been recognized for their efforts. With the rise of social media, TELUS saw an increased number of customers using new channels to obtain customer service, voice opinions and connect with other customers to share ideas and solutions. The team at TELUS saw a chance for their customer service professionals to start engaging with customers on these new platforms, read on for the whole story.

1. Case Study / Telus
TELUS – making the future friendlier for their
customers
The Challenge The Results
TELUS has always prided itself on providing The @TELUSsupport team hit the ground
excellent customer service and have been running and to date has sent more than 32,000
recognized for their efforts. With the rise of tweets, and resolved 13,000+ client care issues.
social media, TELUS saw an increased number of They offer service in English and French with
customers using new channels to obtain customer a team of 30+ specially trained agents. TELUS
service, voice opinions and connect with other agents sign on and off with their name, letting
customers to share ideas and solutions. The team customer know they are ready to help. All of the
at TELUS saw a chance for their customer service hard work is paying off, as TELUS just achieved
professionals to start engaging with customers on a huge milestone.
these new platforms.
@TELUS just hit 20,000 followers, and in true
TELUS style they made sure that this was a
The Approach very special event. @Trishachu reached out to
ask TELUS for some help with her upcoming
TELUS trained a group of care agents to monitor wedding; little did she know that she was
social media and using Salesforce Radian6, they lucky number 20,000. The team at TELUS not
work to monitor the conversations that matter only provided Trisha and her fiancée with 230
to them and connect with customers who have pairs of TELUS sunglasses for their upcoming
questions or concerns. The launch of wedding, a delicious cake, a fantastic wedding
@TELUSsupport on Twitter was met with a very playlist for their big day via @Rdio, but they
positive response, and TELUS has garnered a noticed that Trisha supports the Autism Society
huge following. In May 2012 @TELUSsupport of British Columbia, so TELUS donated $10 for
became the first account in Canada to become each of the 230 wedding guests that will attend
verified by Twitter solely for customer support. Trisha’s big day.
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2. Case Study / Telus
TELUS has seen the potential that exists to and gain insight into what they are saying, which
transform a negative customer experience into a helps TELUS put their customers first. The future
positive one, which is exactly what their agents is friendly, as TELUS continues to delight their
are doing each and every day. Social media has customers with top rate customer care.
helped TELUS get to know their customers better
Here are some examples of the
Telus Support team in action
Example 1 Example 2
May 10 from *@TELUSCustomer01: June 26 from *@TELUSCustomer02 (866 followers):
@TELUSsupport Not happy right now. @TELUSsupport help me! my internet is down :(
No one at Telus is even trying to help me!
#WorstCustomerService Reply from @TELUSsupport:
@TELUSCustomer02 Hello, Jessica here. I can look
Reply from @TELUSsupport: into this for you. Can you please DM us the name
Hi Art here from the @TELUSsupport and phone number on your account.
Reply from @TELUSCustomer01: The problem was resolved with six additional tweets
@TELUSsupport my data services arent working n between @TELUSCustomer02 &
no1 can help me until 2morow bc I am “corporate @TELUSsupport.
client” Didnt know that was a disadvantage
Final reply from @TELUSCustomer02:
The problem was resolved with 5 additional tweets @TELUSSupport rocks the planet. Thanks Jessica!
between @TELUSCustomer01 & @TELUSsupport
(* twitter names have been changed to protect the
Reply from @TELUSCustomer01: user’s identity)
@TELUSsupport Thank you so much to Art from
@TELUSsupport for fixing my phone when no one
else in the company could.
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