Raise Your Game. Lessons on delivering awesome digital customer experiences from Sprint

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1 Raise Your Game Lessons on delivering awesome digital customer experiences from Sprint

2 WHAT A DIGITAL PLATFORM CAN DO FOR YOU Lithium builds trusted relationships between the world s best brands and their customers, helping people get answers and share their experiences. Whether you are in social media marketing or social customer service, our customers rely on us to help connect, engage and drive awesome digital customer experiences. Our software allows teams to scale and enables them to boost sales, reduce service costs, spark innovation, and build long-term brand loyalty and advocacy. Results include: Influencing purchase decisions and driving sales, Reducing customer service costs, Improving customer loyalty and retention, Driving customer acquisition and conversion while boosting SEO, Increasing CSAT, Advocating for your brand and expanding reach, Faster speed-to-market for social marketing and publishing, Accelerating innovation. We have awesome customers, and it s our honor to be able to feature the ways they use Lithium s digital customer experience platform (Community and Social Media Management) to create and deliver amazing digital customer experiences. Read on to learn how Sprint is setting the bar. And get a vision for what is possible for your company, too.

3 SPRINT: ENGAGING IN 163% MORE DIGITAL CONVERSATIONS IN LESS THAN 15 MINUTES Top Digital Customer Care Challenges for CSP : Dynamic scaling customer service platform must scale for ultrafast response and handle thousands of social care professionals Time-sensitive responsiveness telecom customers expect an immediate response Detailed reporting need to analyze agent/team performance related to business objectives and ROI Until recently, if you went to the Sprint Community, you may have left frustrated and unable to find the content needed to answer your questions. After all, there was 10 years of data, 10 million posts, and 3.2 million members there. With their characteristic eye for the future, Sprint knew that migrating that volume of data was what they needed to do to build upon their success of launching prepaid brand communities through Lithium. But taking that big of a plunge would make anyone nervous. They did it in six weeks. Today, if you visit the Sprint Community, you ll easily find what you re looking for without being overwhelmed with content, connect readily with other customers, find helpful brand enthusiasts and agents waiting to respond, and discover helpful content tailored to your preferences. Sprint also wanted to engage with customers reaching out to them on Facebook and Twitter. So, Sprint implemented Lithium Social Media Management to help their agents quickly and easily respond to customers at scale, create and curate relevant content, increase call deflection and reduce average handle times for calls.

4 Our focus is not just customer support; it is customer advocacy; we strive to be the voice of the customer, by listening and engaging directly. By creating our own branded communities, we are able to create a trusted environment and social engagement experience. We also made the decision to switch to Lithium Social Media Management to see the full power of the platform. Allison Fasching, Social Engagement Strategy & Community Management, Sprint THE RESULTS HAVE EXCEEDED THEIR EXPECTATIONS: 32% INCREASE IN CALL DEFLECTION VOLUME -25% IN AVERAGE AGENT RESPONSE TIME 163% INCREASE IN NUMBER OF CONVERSATIONS THEY ENGAGE IN 15' AVERAGE RESPONSE TIME 747,000 SPRINT COMMUNITY USERS PER MONTH TARGET MET IN THE FIRST 90 DAYS

5 $3M IN CALL DEFLECTIOON 175% IN ACCEPTED SOLUTIONS 3M PAGE VIEWS A MONTH ABOUT SPRINT Sprint Corporation is the fourth largest telecommunications company in the U.S. with over 60 million customers. They offer wireless service in more than 200 destinations around world, as well as wireless voice, messaging, and broadband services through various subsidiaries under the Boost Mobile, Virgin Mobile, Assurance Wireless brands; and wholesale access to wireless networks to mobile virtual network operators. WATCH SPRINT S CX FILES VIDEO INTERVIEW AND VISIT THE COMMUNITY.