skip navigation

Video

T-Mobile Customer Support Community for Customer Engagement

T-Mobile Relies on their Jive-x Customer Support Community for increased customer satisfaction and call deflection cost savings.

Jive-n-powered employee collaboration and Jive-x-powered communities are the centerpiece of T-Mobile’s customer-centric strategy, driving up satisfaction while enabling huge efficiency gains and saving millions of dollars.

T-Mobile Testimonial: Krissy Espindola Transcript

Earlier this year, we announced our Uncarrier strategy. And the Uncarrier strategy, for us, is really about removing the painful norms of wireless. So whether it’s your contract or international data, it’s really about reconnecting with our customers and making their experience with their wireless carrier even better. And that’s where Jive comes in for us. We’ve built this hub of knowledge and information that allows our employees to quickly serve our customers. To make sure that we can identify issues within our product line fast, and are able to take those back and address them as quickly as possible. And really to connect with our customers in meaningful ways.

It really is that one-stop shop for our representatives. At T-Mobile we have two tools: we have our billing system and we have Jive. Externally, it's our only support mechanism for customers as well.
Customer Headshot
Krissy Espindola
Director of Knowledge Management and Social Customer Support
T-Mobile

Every bit of information, whether it’s content, communication, or training, is posted within Jive for our frontline teams to be able to use when a customer walks into the store or picks up the phone and calls T-Mobile, or engages us in a chat online, visits us on Facebook or Twitter. It really is that one-stop shop for our representatives. At T-Mobile we have two tools: we have our billing system and we have Jive. Externally, it’s our only support mechanism for customers as well. Our T-Mobile.com support site is Jive, so whether you’re a member of our Jive community or not, all of our support content lives there. So if you visit our website, everything is managed within Jive. And you can either see the content, or log in and engage and participate. Just to give you an idea of the scope of what we serve with Jive, we have 17 internal call centers, 18 international centers, 2,000 retail stores, 70,000 points of distribution, four unique brands that are supported with Jive and our 43 million customers that we serve across the T-Mobile and MetroPCS families.

It helps us understand what our customers are saying about our brand. It helps us engage with our customers. It helps us resolve their issues. It truly is a pivotal component of our strategy.
Customer Headshot
Krissy Espindola
T-Mobile

We’ve seen tremendous success with Jive. We’ve been able to reduce our operational budget significantly. Before, we had 80 people involved in the content creation and publishing process. We’ve been able to reduce that by about 70%, saving us around $8 million in a three year period. We’ve seen our CSAT on our web increase 30%, which translates into customers that are happy with us – they’re staying with us and reducing calls into our call centers. Our call deflection rates have improved significantly as well, around 40%. And we see also the speed at which we’re able to resolve customer concerns has improved significantly. And if you’re in the call center industry, or have ever worked in the call center industry, you know that’s really where the rubber meets the road. Jive is mission critical for us. It truly is the foundation of everything we do. It helps us understand what our customers are saying about our brand. It helps us engage with our customers. It helps us resolve their issues. It truly is a pivotal component of our strategy.