Page 29 - Raise Your Game: 13 Social Success Stories
P. 29

Rogers Communica ons is a diversi ed Canadian communica ons and media company. They are Canada’s largest provider of wireless communica ons services and one of Canada’s leading providers of cable television, high speed internet and telephony services.
In 2014, Rogers launched a mul -year plan, called Rogers 3.0, to revitalize the company’s legacy of innova on and growth. The plan is centered around delivering a be er experience for their customers using Community and Response. They are focused on  xing the basics, crea ng a more consistent experience and improving customer self-service.
AVERAGE SOCIAL RESPONSE TIME IS 15 UNDER
minutes
YOY INCREASE IN PAGE VIEWS
20%
YOY INCREASE IN REGISTERED USERS
60%
DEFLECTED
160k+
calls
IN 2015
“Lithium Response enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/Twi er via PM/DM or in public, while the Community Forums serve as a las ng source of relevant and helpful content.”
— Margaret Tsuji, Community Forums and Social Media Support Manager
WINNING 2015 LITHY ENTRY
2016 LITHY ENTRY
2014 LITHY ENTRY


















































































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