TekSavvy: Connecting neighborhoods Through Online Community
TekSavvy, Canada’s largest independent ISP, is a trusted leader in fair, community-focused internet access, known for transparent, reliable service across the country.
Key Components of
This Community
About TekSavvy and Their Challenges
Company Overview
TekSavvy, a champion of fair and accessible internet, is a key player in Canadian telecommunications. It serves communities nationwide, providing coast-to-coast service with a mission to offer transparency and reliable support for all customers.
Challenges Faced
TekSavvy sought to enhance its customer support beyond traditional methods, aiming to create a more interactive and community-driven experience. Their main goals included:
- Reducing support wait times: To streamline issue resolution and reduce dependency on direct support.
- Improving community engagement: By fostering a collaborative support space where customers assist each other.
- Localizing support: Addressing the unique needs of various regions across Canada with localized solutions.
- Increasing accessibility: Supporting both English and French to cater to Canada’s bilingual audience.
Bettermode’s Tailored Solution for TekSavvy’s Help Community
Using Bettermode, TekSavvy transformed its support into a collaborative neighborhood, where customers can connect, share, and resolve service issues in a community environment. This digital community offers tools to foster connection and enhance support, creating a user-driven hub. With Bettermode's features, TekSavvy’s Help Community evolved into a user-centric support network, significantly enhancing customer satisfaction and strengthening local connections.
Key Features Implemented
- Real-Time Service Updates: Keep customers informed about maintenance and service statuses, improving transparency.
- Localized Support Groups: Region-specific groups enable customers to discuss issues relevant to their area.
- Province-Specific Solutions: Provides tailored resources to address the distinct needs of each region.
- Bilingual Support: Offers support in both English and French, reflecting Canada’s linguistic diversity.
- Peer-to-Peer Assistance: Users can help each other by sharing tips and troubleshooting, building a sense of community.
- Direct Access to Staff: While encouraging community interaction, customers also have direct channels to TekSavvy’s support team for escalated inquiries.
Story snapshot
About
TekSavvy
- A dedicated Canadian ISP that connects people from coast to coast, TekSavvy builds trust through transparency and community-oriented support.
Community Goals
- Reduce support response times
- Create local support networks
- Share province-specific solutions
- Enhance connectivity for all customers
Approach
- Developed region-specific help hubs
- Implemented bilingual support resources
- Enabled local connections and discussions
- Established clear paths for help and escalation
Results
- Faster problem resolution
- Stronger local connections
- Higher service awareness
- Improved customer satisfaction
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