Rogers also simplified billing and provided clearer visibility into data and account usage. This kind of personalization and simplicity helps customers and helps the frontline team to deliver a better service experience. Additionally, Rogers upgraded their website experience so customers can execute online payments, updates to payment methods, wireless add-ons, new activations of residential and wireless services, hardware upgrades, price plan changes and more. Results As Rogers enters the second year of Rogers 3.0, it has succeeded in delivering results in a highly competitive market. Customer feedback about Messenger support has been very positive to date. It was great I really like the The service Service to get such quick I received via is excellent responses Facebook chat Facebook messenger now with via Facebook support option was exemplary Facebook chat By December 2015, Rogers had 70,000 customer interactions on Facebook and Messenger (75 per cent of all social channel customer engagement). As the company continues to invest in personalized, online and self-service options, 17 contact volumes have declined by almost 13 per cent in 2015. For context, a survey of US call center managers and directors reported the median cost of an inbound call was 18 $4.50 per call in 2014. In switching to online tools like Messenger, call center employees can handle multiple interactions at one time, thereby likely reducing call center operating costs and improving productivity. The improvements made to customer experience have yielded positive results: • Rogers has seen a 65 per cent significant increase in partner channel customer satisfaction metrics since the introduction of Messenger • The Commissioner for Complaints for Telecommunications Services (CCTS) reported a 65 per cent decrease in customer complaints between August 2015 and January 2016 compared to the previous six months (and down 19,20 50 per cent over the past two and a half years). This decreased faster than all key competitors. Additionally, Rogers has been committed to digital channel support since 2009, and was the first operator in Canada to launch an online discussion forum. Rogers Community Forums was awarded Lithium’s ‘Total Community All Star’ 21 Award in 2015; ahead of 66 other entrants from 17 countries across four continents and representing 47 brands. Rogers has seen a 65 per cent significant increase in partner channel customer satisfaction metrics since the introduction of Messenger. 6