Case Study: TELUS boosts page engagement with StoryTap

TELUS is one of Canada’s largest telecommunications providers with $16 billion in annual revenue and 15.2 million customer connections

TELUS, one of Canada’s largest telecommunications providers, wanted to improve digital self-service for its support pages but faced constraints around platform, people, resources, and budget. The company partnered with StoryTap to pilot video-based self-service content using Q&A and FAQ videos.

StoryTap provided an easy-to-use platform for collecting, hosting, and organizing videos at scale without a dedicated film crew, helping TELUS launch a proof of concept for Internet support pages. The result was a 23% increase in page engagement, while search and tagging features also helped TELUS identify user questions and manage its growing video library for future scaling.

Telus

Daniel Heeb

Group Product Manager