Web Self-Service Case Studies

 

2017 CX Best Practice Award Winner – Web Self-Service – FortisBC

Web Self-Service Channel – FedEx Express Best Practice Award Winner

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

FortisBC delivers electricity, natural gas, or propane to approximately 1.1 million customers in 135 communities in British Columbia. Together, our gas and electricity utilities deliver over 21 percent of total energy consumed in British Columbia. We are owned by Fortis Inc., a leader in the North American electric and gas utility business.

Their outstanding web self-service performance has resulted in SQM awarding FortisBC with Web Self-Service World Class CX Certification. FortisBC has demonstrated excellence in team collaboration (internally and with SQM) to obtain and act upon customer feedback in order to drive the initial redevelopment and ongoing upgrades. These results have also been substantiated by the E Source review of North American Electric and Gas Company Residential Websites. Of over 100 utility websites evaluated, FortisBC’s website was ranked as second in Canada and 24th in North America.


2016 CX Best Practice Award Winner – Web Self-Service – FedEx Express

Web Self-Service Channel – FedEx Express Best Practice Award Winner

Criteria: This award recognizes an organization that has demonstrated a best practice which helped improve, maintain, or provide a positive CX.

FedEx provides so much more than package delivery - we're in the business of serving customers. In fact, we have 300 Customer Representatives serving our customers 24x7 to provide tracking, pick-ups, location information, new account set ups, and payment. And with our contact centers engaging in millions of calls and digital interactions every year in Toronto, Montreal, and Vancouver, it's imperative that at FedEx we provide excellent service in a consistent way. Customers are offered self-service options on fedex.ca.

The Virtual Assistant (VA) is an artificial intelligence that is embedded on key support pages on fedex.ca offering customers assistance to navigate the website. Customers can ask questions about FedEx products and services, how to schedule pickups, etc. The VA looks and feels similar to a chat session for the customer, yet it is an automated FAQ tool. The tool has contextual awareness and the ability to see where the customer has been on the website to help guide them to new content as a targeted experience. The VA is embedded on the Contact Us page and offered as a “slide-in” on other web pages to offer customers the choice to ask a question and find quick assistance. Included with the VA is web chat integration providing a seamless way to interact with a live Agent through web chat.

FedEx Express Canada is continually looking for ways to improve the customer experience in all touchpoints across the customer journey. The Virtual Assistant is a tool we are very happy to have seen immediate customer acceptance, and we’re very enthused to learn more as we measure and monitor the increased customer experience on our web channel.


2015 Contact Center FCR Best Practice Award Winner – Web Self-Service Channel – FortisBC

Web Self-Service Channel – FortisBC Best Practice Award Winner

Criteria: There are 15 distinct Best Practice Awards (i.e., Omni-Channel, Web Self-Service, IVR Self-Service, Chat Channel, Quality Assurance Program, Desktop Applications, CSR Recognition Program, Career Development Program, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process, Standard Operating Practices).

These awards recognize the organizations that have demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

FortisBC delivers electricity, natural gas, or propane to approximately 1.1 million customers in 135 communities in British Columbia. Together, our gas and electricity utilities deliver over 21 per cent of total energy consumed in British Columbia. We are owned by Fortis Inc., a leader in the North American electric and gas utility business.

A project team was formed in 2014 to begin upgrading our secure customer service portal, Account Online. Participants from Communications, Customer Contact Centres, Customer Service Systems and Market Research started working much closer to help focus improvements and deliver a better online experience for customers accessing their natural gas or electricity account.