Lithys: Digital Customer Excellence Awards

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"The Lithys" recognize and celebrate customers that are using Lithium to solve problems, create new products, innovate and engage with their customers at entirely new levels to create true business value.

2016 winners were announced and celebrated at the LiNC Bash & Lithy Awards Ball on June 9, 2016. More on the 2016 Lithys.

You can browse all previous entries and winners by using labels & statuses below or by clicking here.

The stories are amazing.


 
New Idea
Status:
2016 Lithy Finalist

Lithys 2016: Optus - Social ROI Titan

By JaniceK

Lithys 2016: Optus - Social ROI Titan

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-27-2016 05:56 PM - last edited on ‎05-03-2016 08:36 AM by Moderator Moderator

optusSCREAM_Teal-YellowBubble-sRGB.jpgCompany: Optus

Contact: Karen Le (Community Manager)

Community: My Optus Community

Lithy category: Social ROI Titan

 

As Australia's second largest Telecommunication provider, Optus is in the business of connecting people. We offer a broad range of communications services including mobile, telephony, internet, business network services, satellite services and subscription television to over ten million customers every day.

 

While we are a company that is focused on enabling homes and businesses with technology and entertainment, our vision is to lead Australia in providing outstanding customer experience.

 

Like many companies, the provision of customer service through traditional channels contributes to a significant proportion of our operational cost base. In parallel, we continue to see an ever increasing appetite from our customers to engage with us through digital channels - most notably, live chat and social media, with both achieving double digit growth in the preceding year. While these channels offer operational efficiencies over voice and retail channels, channel switching customers alone would not enable the organisation to achieve our cost reduction objectives.

Optus is a Total Community customer, leveraging the Lithium Community Platform, Lithium Social Web and Social Media Analytics products.

 

Our 2015 goals for community and LSW


Optus implemented a Lithium powered community in early 2012. After the hard yards of community establishment were carried out, the focus on fully leveraging the asset was lost, resulting in stagnation and faltering interest from it’s 20,000 members.

The development of this year’s overarching Customer Service Strategy was firmly rooted in digital with the dual purpose of meeting the shift in customer expectation and reducing support costs. The underutilization of community based customer support was recognized as a key area of opportunity.

The resulting business objective was to actively utilize My Optus Community to deflect an incremental 350,000 calls from the call center during FY16 (March ’15 to April ‘16). In doing so, we would not only achieve in year financial benefits, but re-invigorate an asset and truly unlock the potential of peer-to-peer customer support.

 

In parallel, we also embarked on an ambitious goal of extending our best in class social response into the relatively unchartered territory of targeting apathetic competitor customers through active listening and considered engagement to generate sales.

 

Our focus areas and tactics

Community:


Our approach to achieving our ambitious cost reduction goals was made up of 3 parts:

  • Secure executive sponsorship: By constructing a narrative around best practice, both within and outside telco, we were able to successfully articulate the size of the opportunity offered through peer to peer support. This proved critical in the removal of barriers that presented themselves around internal positioning of the community as the default support channel as well as securing the resources required to make it a reality.

  • Strategy development: To capitalize on the executive sponsorship required the rapid development of a robust multi-pronged strategy which focused on 3 key pillars to drive call volume reduction, while ensuring that the customer experience was protected.
    • Drive increased traffic to the community
    • Increase the customer reported resolution rate
    • Retain and recognize community participation

 

grb.png

 

  • Investment in people: The execution of the plan required the establishment of small team of experienced community practitioners, that we capable of bringing the plan to life. This included a mix of internal staff with exceptional networks and external hires. The team was kept intentionally small (3 FTE) and dedicated to the delivery of the operational plan that was generated out of the strategy. This proved to be the single most important investment that we’ve made.

 

Social Response (LSW)


By augmenting the existing service based response team with skilled sales agents, we set out to create the right processes, deploy the right technology and hire the right people. The team had to be highly visible both internally and externally and most importantly we wanted to enhance the customer experience in the new Optus brand.

 

To do this, the aim of the team is to respond to any post where an opportunity for a sale is clear in either of the following instances:

  • When a prospect mentions @Optus or Optus in conversation and expresses an interest in taking a new product/service
  • When a prospect indirectly references a competitor and expresses an interest in taking a new product/service

 

When any of the above references are made in the social space these are seen as clear opportunities (cries for help) to initiate a sales conversation. LSW makes the routing and prioritization of these instances to allow the team to engage immediately (within 30 min) with the prospect responding directly to their post. We utilize the Social profile to engage in a personalized, fun manner ensuring that we offer the customer a compelling reason to respond and engage.

The results


Community


The combination of executive support, solid strategy and a focused team has delivered an outstanding set of outcomes for My Optus Community.

 

Listen to what the VP of Customer Service has to say about the results and the impact they’ve had on the organisation’s performance.

 

 

 

Increased Traffic and visitation: We have seen a 107% increase in traffic to the community over the course of the past 12 months, which has been driven through a number of key initiatives. This has included the inclusion of contextually relevant widgets that surface community conversation through the optus.com.au website, inclusion of strong CTA’s on all electronic communication, but most importantly we’ve made the significant cultural change to position to community as THE default support channel for our Go To Market programs. For example when Optus launched a new mobile App in September, WiFi Talk (gives customers with limited indoor mobile coverage can use the app to make and receive calls over a WiFi connection), My Optus Community was used as the primary support channel and for the very first time all the customer broadcast communications directed customers to My Optus Community with a blog post with all of the key details. Over 67,000 people viewed the post and resulted in 230 comments on the thread, yet only 20 support calls logged about WiFi Talk issues. This has been successfully replicated a number of times since with equal success and is now considered BAU practice.

WiFi Talk Launch

 

An extension of our online integration strategy has been to develop campaign landing pages directly within the community, giving customers the opportunity to directly ask questions, comment and respond directly. These questions are work flowed into to LSW where moderators are able to respond where required. This has worked so well the Pre- Paid team have made the community landing page part of the customer on-boarding journey, allowing all new Pre-Paid customers ask questions at the time of setup in a seamless experience.

Pre-Paid Welcome Hub

In June of 2015 we launched the My Optus Community Blog, which has played an important role in our content marketing strategy and has been an excellent vehicle for the discovery of community content. Since launch, we have maintained a steady rhythm of content production with over 125 articles published, which have received over 500,000 page views and contribute a significant proportion of search referrals.

 

My Optus Community Blog

We’ve acknowledged the trend of needing support on-the-go by making My Optus Community the first fully responsive community in Australia, ensuring that members have the same experience across all of their devices. This has resulted in a jump from 510K mobile visits last financial year to 1.3 million this year. Today over 50% of our traffic is generated by mobile devices.

Resolution Rate: In a world first, we customized the way that the Tribal Knowledgebase (TKB) module is traditionally used to change the way articles are created and published. In doing so, we give community members the control to identify support content they want and think other members might need, allowing us to scale the volume of content available. Wiki articles can be nominated by the community, who can also make updates to the content, giving them power to help other members. Since we launched this module in September, 63 articles have been authored and received over 26,000 views. 


My Optus Community Wiki


This combined with prioritised routing of unanswered posts into the social media team through LSW has seen the customer reported resolution rate increase from 9% to 37%

 

Retain & Recognise: The implementation of a formalised Super User program and the implementation of Premium Gamification has seen the contributions made from our super users increase by almost 300% year on year. This translates to almost 1,500 hours being spent in the community by our top 5 users. The program runs on a 6 month cycle, is built on deep personal relationships (that extends into the ‘real’ world) and actively recruits users from other communities based on a set of attributes.

 

The execution of our strategy in combination with attentive and responsive community management has seen us exceed the 350,000 incremental call reduction target by more almost 60%, delivering a 230% increase on Opex saving. And this is just the beginning…

 

gbvcdx.png

 

Social Response (LSW): The social service team been consistently recognized as the #1 Socially Devoted brand in Australia by Social Bakers for the past 4 quarters. We also received a top 10 global award in Q1 2015.

The introduction of a sales capability into the response team has yielded some very encouraging early results. We have engaged almost 5,000 prospects over the course of the last year through intensive social listening. We have seen a staggering 89% engagement rate. Of those who did engage, we saw a 13% sales conversion which has contributed more than $400K of annualized revenue to the business. While the volumes remain relatively small, the performance of social as a prospecting channel significantly exceeds many of our traditional telesales cross sell campaigns.

 

gf.pngrd.pngbgfdv.png


optusSCREAM_Teal-YellowBubble-sRGB.jpgCompany: Optus

Contact: Karen Le (Community Manager)

Community: My Optus Community

Lithy category: Social ROI Titan

 

As Australia's second largest Telecommunication provider, Optus is in the business of connecting people. We offer a broad range of communications services including mobile, telephony, internet, business network services, satellite services and subscription television to over ten million customers every day.

 

While we are a company that is focused on enabling homes and businesses with technology and entertainment, our vision is to lead Australia in providing outstanding customer experience.

 

Like many companies, the provision of customer service through traditional channels contributes to a significant proportion of our operational cost base. In parallel, we continue to see an ever increasing appetite from our customers to engage with us through digital channels - most notably, live chat and social media, with both achieving double digit growth in the preceding year. While these channels offer operational efficiencies over voice and retail channels, channel switching customers alone would not enable the organisation to achieve our cost reduction objectives.

Optus is a Total Community customer, leveraging the Lithium Community Platform, Lithium Social Web and Social Media Analytics products.

 

Our 2015 goals for community and LSW


Optus implemented a Lithium powered community in early 2012. After the hard yards of community establishment were carried out, the focus on fully leveraging the asset was lost, resulting in stagnation and faltering interest from it’s 20,000 members.

The development of this year’s overarching Customer Service Strategy was firmly rooted in digital with the dual purpose of meeting the shift in customer expectation and reducing support costs. The underutilization of community based customer support was recognized as a key area of opportunity.

The resulting business objective was to actively utilize My Optus Community to deflect an incremental 350,000 calls from the call center during FY16 (March ’15 to April ‘16). In doing so, we would not only achieve in year financial benefits, but re-invigorate an asset and truly unlock the potential of peer-to-peer customer support.

 

In parallel, we also embarked on an ambitious goal of extending our best in class social response into the relatively unchartered territory of targeting apathetic competitor customers through active listening and considered engagement to generate sales.

 

Our focus areas and tactics

Community:


Our approach to achieving our ambitious cost reduction goals was made up of 3 parts:

  • Secure executive sponsorship: By constructing a narrative around best practice, both within and outside telco, we were able to successfully articulate the size of the opportunity offered through peer to peer support. This proved critical in the removal of barriers that presented themselves around internal positioning of the community as the default support channel as well as securing the resources required to make it a reality.

  • Strategy development: To capitalize on the executive sponsorship required the rapid development of a robust multi-pronged strategy which focused on 3 key pillars to drive call volume reduction, while ensuring that the customer experience was protected.
    • Drive increased traffic to the community
    • Increase the customer reported resolution rate
    • Retain and recognize community participation

 

grb.png

 

  • Investment in people: The execution of the plan required the establishment of small team of experienced community practitioners, that we capable of bringing the plan to life. This included a mix of internal staff with exceptional networks and external hires. The team was kept intentionally small (3 FTE) and dedicated to the delivery of the operational plan that was generated out of the strategy. This proved to be the single most important investment that we’ve made.

 

Social Response (LSW)


By augmenting the existing service based response team with skilled sales agents, we set out to create the right processes, deploy the right technology and hire the right people. The team had to be highly visible both internally and externally and most importantly we wanted to enhance the customer experience in the new Optus brand.

 

To do this, the aim of the team is to respond to any post where an opportunity for a sale is clear in either of the following instances:

  • When a prospect mentions @Optus or Optus in conversation and expresses an interest in taking a new product/service
  • When a prospect indirectly references a competitor and expresses an interest in taking a new product/service

 

When any of the above references are made in the social space these are seen as clear opportunities (cries for help) to initiate a sales conversation. LSW makes the routing and prioritization of these instances to allow the team to engage immediately (within 30 min) with the prospect responding directly to their post. We utilize the Social profile to engage in a personalized, fun manner ensuring that we offer the customer a compelling reason to respond and engage.

The results


Community


The combination of executive support, solid strategy and a focused team has delivered an outstanding set of outcomes for My Optus Community.

 

Listen to what the VP of Customer Service has to say about the results and the impact they’ve had on the organisation’s performance.

 

 

 

Increased Traffic and visitation: We have seen a 107% increase in traffic to the community over the course of the past 12 months, which has been driven through a number of key initiatives. This has included the inclusion of contextually relevant widgets that surface community conversation through the optus.com.au website, inclusion of strong CTA’s on all electronic communication, but most importantly we’ve made the significant cultural change to position to community as THE default support channel for our Go To Market programs. For example when Optus launched a new mobile App in September, WiFi Talk (gives customers with limited indoor mobile coverage can use the app to make and receive calls over a WiFi connection), My Optus Community was used as the primary support channel and for the very first time all the customer broadcast communications directed customers to My Optus Community with a blog post with all of the key details. Over 67,000 people viewed the post and resulted in 230 comments on the thread, yet only 20 support calls logged about WiFi Talk issues. This has been successfully replicated a number of times since with equal success and is now considered BAU practice.

WiFi Talk Launch

 

An extension of our online integration strategy has been to develop campaign landing pages directly within the community, giving customers the opportunity to directly ask questions, comment and respond directly. These questions are work flowed into to LSW where moderators are able to respond where required. This has worked so well the Pre- Paid team have made the community landing page part of the customer on-boarding journey, allowing all new Pre-Paid customers ask questions at the time of setup in a seamless experience.

Pre-Paid Welcome Hub

In June of 2015 we launched the My Optus Community Blog, which has played an important role in our content marketing strategy and has been an excellent vehicle for the discovery of community content. Since launch, we have maintained a steady rhythm of content production with over 125 articles published, which have received over 500,000 page views and contribute a significant proportion of search referrals.

 

My Optus Community Blog

We’ve acknowledged the trend of needing support on-the-go by making My Optus Community the first fully responsive community in Australia, ensuring that members have the same experience across all of their devices. This has resulted in a jump from 510K mobile visits last financial year to 1.3 million this year. Today over 50% of our traffic is generated by mobile devices.

Resolution Rate: In a world first, we customized the way that the Tribal Knowledgebase (TKB) module is traditionally used to change the way articles are created and published. In doing so, we give community members the control to identify support content they want and think other members might need, allowing us to scale the volume of content available. Wiki articles can be nominated by the community, who can also make updates to the content, giving them power to help other members. Since we launched this module in September, 63 articles have been authored and received over 26,000 views. 


My Optus Community Wiki


This combined with prioritised routing of unanswered posts into the social media team through LSW has seen the customer reported resolution rate increase from 9% to 37%

 

Retain & Recognise: The implementation of a formalised Super User program and the implementation of Premium Gamification has seen the contributions made from our super users increase by almost 300% year on year. This translates to almost 1,500 hours being spent in the community by our top 5 users. The program runs on a 6 month cycle, is built on deep personal relationships (that extends into the ‘real’ world) and actively recruits users from other communities based on a set of attributes.

 

The execution of our strategy in combination with attentive and responsive community management has seen us exceed the 350,000 incremental call reduction target by more almost 60%, delivering a 230% increase on Opex saving. And this is just the beginning…

 

gbvcdx.png

 

Social Response (LSW): The social service team been consistently recognized as the #1 Socially Devoted brand in Australia by Social Bakers for the past 4 quarters. We also received a top 10 global award in Q1 2015.

The introduction of a sales capability into the response team has yielded some very encouraging early results. We have engaged almost 5,000 prospects over the course of the last year through intensive social listening. We have seen a staggering 89% engagement rate. Of those who did engage, we saw a 13% sales conversion which has contributed more than $400K of annualized revenue to the business. While the volumes remain relatively small, the performance of social as a prospecting channel significantly exceeds many of our traditional telesales cross sell campaigns.

 

gf.pngrd.pngbgfdv.png

Status:
2016 Lithy Finalist

Lithys 2016: Telkom - Community Design of the Year

By JaniceK

Lithys 2016: Telkom - Community Design of the Year

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-27-2016 01:08 PM - last edited on ‎05-03-2016 08:30 AM by Moderator Moderator

Untitled43.pngCompany: Telkom SA Ltd

Entry submitted by: Adam Wesson (Operational Manager)

Community: Telkom Community

Lithy Category: Community Design of the Year

 

Telkom SA Ltd was founded on 1 October 1991 and today is Africa’s largest provider of fixed telephone services, operating in the Fixed and Mobile voice and data space. It is our vision to lead in the converged ICT market through deep and credible relationships and a distinctive customer experience.

 

Our community goals

 

Untitled16.png

 

 The Telkom Community isn't just a place where customers can help themselves, it's a very real manifestation and important part of our business turnaround strategy from a reactive, closed-off organization to a customer-first, proactive company.

 

Untitled17.png

 

The Telkom Community has been a critical component of our brand strategy, which aims to win hearts and minds and drive customer trial.

Our Community's ultimate goal is to connect with users who have a service challenge, and to provide a place where other Telkom customers can quickly and efficiently resolve their issues. The Community has solved thousands of users' problems, reducing the load on our call centre, improving our digital NPS, making us more operationally efficient, and making us as a company more responsive to our users' service needs. The Telkom Community is making a meaningful, measurable contribution to changing perceptions of Telkom for the better.

 

The design elements make our community unique and stand out from the rest

 

Untitled18.png

 

The Telkom Community makes use of a fresh, funky design developed from the primary Telkom CI, but specifically adapted for the Community. A gregarious illustrative style, clear, accessible iconography and a full, saturated colour palette make for a Community that's bold, outgoing and friendly. This differentiates the Telkom Community from other communities as having a warm, unreservedly approachable personality, consistent with our aim of winning our customers' trust. The design goal for the Telkom Community was to evoke a strong emotionalresponse through delightful visuals and a helpful experience.

 

We achieved this in 3 ways:

 

1. Organising the information

 

Untitled19.png

 

Untitled20.pngUntitled21.png

 

2. Visualising progress & reward

 

Untitled22.png

 

Untitled23.png

How we showed growth related to Badges and Ranking.

 

Untitled24.png

Icons showing gamification progression

 

Untitled25.png

Fun designs for Avatars

 

3. Guiding the user to a solution

Untitled26.pngUntitled28.pngUntitled27.pngUntitled29.pngUntitled30.png

 

How we  executed our community design

 

The design goal for the Telkom Community was to evoke a strong emotional response through delightful visuals and design flourishes. To reposition the brand as being customer-first, the design goal was to create a "Smile in the mind" in the users' minds. In order to achieve this, the Telkom Digital Marketing team worked with the Lithium team to leverage their in-depth knowledge of community management, and tapped the expertise of our digital agency for insights into user behaviour and design thinking.

 

Below you can see how we have used the Community Hero banner to bring in the marketing themes from our corporate website to create a unified design theme.

 

Untitled31.png

Use of ‘Usain Bolt’ add campaign artwork in the Community Hero Banner.

 

Our results

 

We launched our Community on 27 November 2015 and in the next 5 months, we have notched up a staggering 624460 Page Views from a total of 186195 visits. In total, 151000 unique visitors have already come to see what our Community is all about.

 

Untitled32.png

Untitled33.png

 

In 5 months, we have surpassed 4000 member registrations.

Untitled34.png

 

SEO for the site has ranked our Community #1 on Google Search when searching for “Telkom Community”.

Untitled35.png


Untitled43.pngCompany: Telkom SA Ltd

Entry submitted by: Adam Wesson (Operational Manager)

Community: Telkom Community

Lithy Category: Community Design of the Year

 

Telkom SA Ltd was founded on 1 October 1991 and today is Africa’s largest provider of fixed telephone services, operating in the Fixed and Mobile voice and data space. It is our vision to lead in the converged ICT market through deep and credible relationships and a distinctive customer experience.

 

Our community goals

 

Untitled16.png

 

 The Telkom Community isn't just a place where customers can help themselves, it's a very real manifestation and important part of our business turnaround strategy from a reactive, closed-off organization to a customer-first, proactive company.

 

Untitled17.png

 

The Telkom Community has been a critical component of our brand strategy, which aims to win hearts and minds and drive customer trial.

Our Community's ultimate goal is to connect with users who have a service challenge, and to provide a place where other Telkom customers can quickly and efficiently resolve their issues. The Community has solved thousands of users' problems, reducing the load on our call centre, improving our digital NPS, making us more operationally efficient, and making us as a company more responsive to our users' service needs. The Telkom Community is making a meaningful, measurable contribution to changing perceptions of Telkom for the better.

 

The design elements make our community unique and stand out from the rest

 

Untitled18.png

 

The Telkom Community makes use of a fresh, funky design developed from the primary Telkom CI, but specifically adapted for the Community. A gregarious illustrative style, clear, accessible iconography and a full, saturated colour palette make for a Community that's bold, outgoing and friendly. This differentiates the Telkom Community from other communities as having a warm, unreservedly approachable personality, consistent with our aim of winning our customers' trust. The design goal for the Telkom Community was to evoke a strong emotionalresponse through delightful visuals and a helpful experience.

 

We achieved this in 3 ways:

 

1. Organising the information

 

Untitled19.png

 

Untitled20.pngUntitled21.png

 

2. Visualising progress & reward

 

Untitled22.png

 

Untitled23.png

How we showed growth related to Badges and Ranking.

 

Untitled24.png

Icons showing gamification progression

 

Untitled25.png

Fun designs for Avatars

 

3. Guiding the user to a solution

Untitled26.pngUntitled28.pngUntitled27.pngUntitled29.pngUntitled30.png

 

How we  executed our community design

 

The design goal for the Telkom Community was to evoke a strong emotional response through delightful visuals and design flourishes. To reposition the brand as being customer-first, the design goal was to create a "Smile in the mind" in the users' minds. In order to achieve this, the Telkom Digital Marketing team worked with the Lithium team to leverage their in-depth knowledge of community management, and tapped the expertise of our digital agency for insights into user behaviour and design thinking.

 

Below you can see how we have used the Community Hero banner to bring in the marketing themes from our corporate website to create a unified design theme.

 

Untitled31.png

Use of ‘Usain Bolt’ add campaign artwork in the Community Hero Banner.

 

Our results

 

We launched our Community on 27 November 2015 and in the next 5 months, we have notched up a staggering 624460 Page Views from a total of 186195 visits. In total, 151000 unique visitors have already come to see what our Community is all about.

 

Untitled32.png

Untitled33.png

 

In 5 months, we have surpassed 4000 member registrations.

Untitled34.png

 

SEO for the site has ranked our Community #1 on Google Search when searching for “Telkom Community”.

Untitled35.png

Status:
2016 Lithy Submission

Lithys 2016: Optus - Support Savings MVP

By JaniceK

Lithys 2016: Optus - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 05:44 PM - last edited on ‎05-03-2016 08:37 AM by Moderator Moderator

optusSCREAM_Teal-YellowBubble-sRGB.jpgCompany: Optus

Contact: Karen Le (Community Manager)

Community: My Optus Community

Lithy category: Support Savings MVP

 

As Australia's second largest Telecommunication provider, Optus is in the business of connecting people. We offer a broad range of communications services including mobile, telephony, internet, business network services, satellite services and subscription television to over ten million customers every day.

 

While we are a company that is focused on enabling homes and businesses with technology and entertainment, our vision is to lead Australia in outstanding customer experience.

 

How community meets our customer care business goals

 

Like many companies, the provision of customer service through traditional channels contributes to a significant proportion of our operational cost base. This year, our overarching Customer Service Strategy has been firmly rooted in digital with the dual purpose of meeting the shift in customer preference and reducing support costs. The under-utilisation of community based customer support was recognised as a key area of opportunity. The resulting business objective was to actively drive My Optus Community to deflect an incremental 350,000 calls from the call centre during FY16 (March ’15 to April ‘16). What we actually achieved was an incremental 500,000+ calls. There were a number of key initiatives that were implemented in order to achieve these goals;

 

Integration of Community within our digital assets

 

This focused on the inclusion of contextually relevant widgets that surface community conversation on the optus.com.au website, including the homepage, help & support, product and sales pages. Strong community CTA’s were on all electronic communications and a further extension of our online integration strategy has been to develop campaign landing pages directly within the community; giving customers the opportunity to directly ask questions, comment and respond directly. These questions are work flowed into to LSW where moderators are able to respond where required. This has worked so well that the Pre- Paid team have made the community landing page part of the customer on-boarding journey, allowing all new Pre-Paid customers ask questions at the time of setup to provide a seamless experience.

Pre-Paid Welcome Hub

 

Default support channel within our Go to Market Programs

 

One of the most significant cultural changes was to position to community as THE default support channel for our Go To Market programs. When Optus launched a new mobile App in September, WiFi Talk (gives customers with limited indoor mobile coverage can use the app to make and receive calls over a WiFi connection), My Optus Community was used as the primary support channel and for the very first time all the customer broadcast communications directed customers to a blog post in My Optus Community with all of the key details. Over 67,000 people viewed the post, resulting in 230 comments. This was so effective that only 20 support calls were logged about WiFi Talk issues each week since it launched. This has been successfully replicated a number of times since with equal success and is now considered BAU practice.

WiFi Talk Launch

 

Australia’s First Responsive Community

 

We’ve acknowledged the trend of needing support on-the-go by making My Optus Community the first fully responsive community in Australia, ensuring that members have the same experience across all of their devices. This has resulted in a jump from 510K mobile visits last financial year to 1.3 million this year. Today over 50% of our traffic is generated by mobile devices.

 

Driving traffic and informing customers through the Optus Blog

 

In June of 2015 we launched the My Optus Community Blog, which has played an important role in our content marketing strategy and has been an excellent vehicle for the discovery of community content. Since launch, we have maintained a steady rhythm of content production with over 125 articles published, which have received over 500,000 page views and contribute a significant proportion of search referrals.

 

My Optus Community Blog

 

Improving the Resolution Rate

 

In a world first, we customised the way that the Tribal Knowledgebase (TKB) module is traditionally used to change the way articles are created and published. In doing so, we give community members the control to identify support content they want and think other members might need, allowing us to scale through crowd sourcing. Threads can be nominated as Wiki articles by the community, who can also make updates to the content, giving them power to help other members. Since we launched this module in September, 63 articles have been authored and received over 26,000 views.

My Optus Community Wiki

 

This combined with prioritised routing of unanswered posts into the social media team through LSW has seen the customer reported resolution rate increase from 9% to 37%.

 

Retaining & recognising our members

 

The implementation of a formalised Super User program and the introduction of Premium Gamification has seen the contributions made from our super users increase by almost 300% year on year. This translates to almost 1,500 hours being spent in the community by our top 5 users. The program runs on a 6 month cycle, is built on deep personal relationships (that extends into the ‘real’ world) and actively recruits users from other communities based on a set of attributes.

 

The execution of our strategy in combination with attentive and responsive community management has seen us exceed the 350,000 incremental call reduction target by more almost 60%, delivering a 230% increase on Opex saving.

 

Cost reductions from our community

 

The organisation’s business objective was to actively utilise My Optus Community to deflect an incremental 350,000 calls from the call centre. These call reduction projections are used to plan for our voice channel workforce. The number of actual calls are recorded and tracked against the projection figures ensure that capacity planning and headcount is accurate and adjustments are made accordingly, and due to these reduced volumes we are able to incrementally increase capacity when unforeseen issues arise.

 

Also, through the increased participation by members there a reduction in the reliance on Optus moderators to input into the discussion by 40% in comparison to the previous financial year, meaning we were able to handle an 82% increase in engagement volume across social with minimal increase in resource (4 FTE).

 

Our results

 

The combination of executive support, solid strategy and a focused team has delivered an outstanding set of outcomes for My Optus Community including an incremental reduction of over 500,000 calls delivering 230% increase on Opex savings. There has been a considerable impact, not only on the number of calls reduced but in the way we organise and plan our headcount and workforce. This has meant we’ve been able to provide more support to customers when they need us as well as a significant reduction in our operational expenditure.

 

Listen to what the VP of Customer Service has to say about the results and the impact they’ve had on the organisation’s performance.

 

 

jnhbgfvc.png


optusSCREAM_Teal-YellowBubble-sRGB.jpgCompany: Optus

Contact: Karen Le (Community Manager)

Community: My Optus Community

Lithy category: Support Savings MVP

 

As Australia's second largest Telecommunication provider, Optus is in the business of connecting people. We offer a broad range of communications services including mobile, telephony, internet, business network services, satellite services and subscription television to over ten million customers every day.

 

While we are a company that is focused on enabling homes and businesses with technology and entertainment, our vision is to lead Australia in outstanding customer experience.

 

How community meets our customer care business goals

 

Like many companies, the provision of customer service through traditional channels contributes to a significant proportion of our operational cost base. This year, our overarching Customer Service Strategy has been firmly rooted in digital with the dual purpose of meeting the shift in customer preference and reducing support costs. The under-utilisation of community based customer support was recognised as a key area of opportunity. The resulting business objective was to actively drive My Optus Community to deflect an incremental 350,000 calls from the call centre during FY16 (March ’15 to April ‘16). What we actually achieved was an incremental 500,000+ calls. There were a number of key initiatives that were implemented in order to achieve these goals;

 

Integration of Community within our digital assets

 

This focused on the inclusion of contextually relevant widgets that surface community conversation on the optus.com.au website, including the homepage, help & support, product and sales pages. Strong community CTA’s were on all electronic communications and a further extension of our online integration strategy has been to develop campaign landing pages directly within the community; giving customers the opportunity to directly ask questions, comment and respond directly. These questions are work flowed into to LSW where moderators are able to respond where required. This has worked so well that the Pre- Paid team have made the community landing page part of the customer on-boarding journey, allowing all new Pre-Paid customers ask questions at the time of setup to provide a seamless experience.

Pre-Paid Welcome Hub

 

Default support channel within our Go to Market Programs

 

One of the most significant cultural changes was to position to community as THE default support channel for our Go To Market programs. When Optus launched a new mobile App in September, WiFi Talk (gives customers with limited indoor mobile coverage can use the app to make and receive calls over a WiFi connection), My Optus Community was used as the primary support channel and for the very first time all the customer broadcast communications directed customers to a blog post in My Optus Community with all of the key details. Over 67,000 people viewed the post, resulting in 230 comments. This was so effective that only 20 support calls were logged about WiFi Talk issues each week since it launched. This has been successfully replicated a number of times since with equal success and is now considered BAU practice.

WiFi Talk Launch

 

Australia’s First Responsive Community

 

We’ve acknowledged the trend of needing support on-the-go by making My Optus Community the first fully responsive community in Australia, ensuring that members have the same experience across all of their devices. This has resulted in a jump from 510K mobile visits last financial year to 1.3 million this year. Today over 50% of our traffic is generated by mobile devices.

 

Driving traffic and informing customers through the Optus Blog

 

In June of 2015 we launched the My Optus Community Blog, which has played an important role in our content marketing strategy and has been an excellent vehicle for the discovery of community content. Since launch, we have maintained a steady rhythm of content production with over 125 articles published, which have received over 500,000 page views and contribute a significant proportion of search referrals.

 

My Optus Community Blog

 

Improving the Resolution Rate

 

In a world first, we customised the way that the Tribal Knowledgebase (TKB) module is traditionally used to change the way articles are created and published. In doing so, we give community members the control to identify support content they want and think other members might need, allowing us to scale through crowd sourcing. Threads can be nominated as Wiki articles by the community, who can also make updates to the content, giving them power to help other members. Since we launched this module in September, 63 articles have been authored and received over 26,000 views.

My Optus Community Wiki

 

This combined with prioritised routing of unanswered posts into the social media team through LSW has seen the customer reported resolution rate increase from 9% to 37%.

 

Retaining & recognising our members

 

The implementation of a formalised Super User program and the introduction of Premium Gamification has seen the contributions made from our super users increase by almost 300% year on year. This translates to almost 1,500 hours being spent in the community by our top 5 users. The program runs on a 6 month cycle, is built on deep personal relationships (that extends into the ‘real’ world) and actively recruits users from other communities based on a set of attributes.

 

The execution of our strategy in combination with attentive and responsive community management has seen us exceed the 350,000 incremental call reduction target by more almost 60%, delivering a 230% increase on Opex saving.

 

Cost reductions from our community

 

The organisation’s business objective was to actively utilise My Optus Community to deflect an incremental 350,000 calls from the call centre. These call reduction projections are used to plan for our voice channel workforce. The number of actual calls are recorded and tracked against the projection figures ensure that capacity planning and headcount is accurate and adjustments are made accordingly, and due to these reduced volumes we are able to incrementally increase capacity when unforeseen issues arise.

 

Also, through the increased participation by members there a reduction in the reliance on Optus moderators to input into the discussion by 40% in comparison to the previous financial year, meaning we were able to handle an 82% increase in engagement volume across social with minimal increase in resource (4 FTE).

 

Our results

 

The combination of executive support, solid strategy and a focused team has delivered an outstanding set of outcomes for My Optus Community including an incremental reduction of over 500,000 calls delivering 230% increase on Opex savings. There has been a considerable impact, not only on the number of calls reduced but in the way we organise and plan our headcount and workforce. This has meant we’ve been able to provide more support to customers when they need us as well as a significant reduction in our operational expenditure.

 

Listen to what the VP of Customer Service has to say about the results and the impact they’ve had on the organisation’s performance.

 

 

jnhbgfvc.png

Status:
2016 Lithy Submission

Lithys 2016: Leroy Merlin Espańa - Total Community...

By JaniceK

Lithys 2016: Leroy Merlin Espańa - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 01:41 PM - last edited on ‎05-03-2016 08:30 AM by Moderator Moderator

Untitled50.pngCompany: Leroy Merlin Espańa

Entry submitted by: Francisco Campos Dominguez (PacoCampos) Social Media Manager

Community: Comunidad Leroy Merlin

Lithy Category:  Total Community All Star

 

Leroy Merlin is the home improvement leader with +60 stores and has been in Spain for the last 25 years. Part of the ADEO Group, Leroy Merlin is the European home improvement retail leader.

 

The company culture of sharing, co-constructing and co-directing, is in the DNA of each "collaborator" and therefore Leroy Merlin Spain is a “community” in itself.

 

The Community: The heart of social evolution

 

The strategy was to "truly be social and not just seem social.”  This means that each "partner" should know the opportunities and concerns that the new environment poses in the company’s "mission" and every individual in the company is responsible to seize it. The option of trying to “seem social” in all the social activity in the marketing department was discarded.

 

Beyond our objectives with Total Community, you will find the promotion and support between clients encouraging self-learning DIY, decoration, etc. These existing activities provide the best user experience for our customers but also a relief in the workload of our employees in the brick and mortar stores. 

 

On the other hand, we obtained an increase in sales both indirectly in stores through workshops, tips/ideas shown in Bricopedia (Wikitips), and the Project Gallery. In addition, people can directly purchase in the online store by gathering all the materials required directly from the shared project in the community.

 

Finally, we achieve a greater commitment from our employees. They are getting to know the customers and their needs and discovering customers with a very high commitment when responding to complex questions, technical issues, or questions requiring advanced knowledge. 

 

Benefits of a Total Community

A Lithium community and LSW are very important to our social strategy of providing customers. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook, Twitter, Instragram and our community that help us as source of relevant content creating sinergies between our social channels.

In the community you can buy some projects in one click. 

The UGC is integrated in Newsletters, brochures and guides welcome you to interact, visiting the webpage, participating in workshops or sharing your passion about homes in the community. Too, the best projects become the protagonist in the most popular TV program in the country. 

 

Social networks and Community build the "Social Ecosystem Leroy Merlin" with more that 3MM followers:

  • + 720.000 Followers in Facebook
  • +65.000 Followers in twitter
  • +63.000 suscriptors in youtube
  • +12.000 followers in pinterest and instagram.
  • +2MM users uniques in the Community
    • 32% Blogs
    • 21% Forum
    • 27% Projects (Ideas)
    • 18% Bricopedias (TKB)

 

Untitled51.png

 

To measure the success of the Community, Leroy Merlin focused on 3 main KPIs

  1. +2MM Number of visits: Whenever a client resolves a question by visiting the Community, the company saves hours of customer service in stores, improves brand image and increases commercial potential
  2. +23.000  Number of content generated: Whenever members of the Community generate content for free, the company saves the cost of producing marketing/corporate materials
  3. +20.000Number of visits to the store: Every time the Community drives a customer to visit the online store a sales opportunity is generated

 

leroy merin.jpg

 

You cant see it, but you can perceive that it is a company that listens its clients, that tries to help them and that wants to improve every day.

 

 


Untitled50.pngCompany: Leroy Merlin Espańa

Entry submitted by: Francisco Campos Dominguez (PacoCampos) Social Media Manager

Community: Comunidad Leroy Merlin

Lithy Category:  Total Community All Star

 

Leroy Merlin is the home improvement leader with +60 stores and has been in Spain for the last 25 years. Part of the ADEO Group, Leroy Merlin is the European home improvement retail leader.

 

The company culture of sharing, co-constructing and co-directing, is in the DNA of each "collaborator" and therefore Leroy Merlin Spain is a “community” in itself.

 

The Community: The heart of social evolution

 

The strategy was to "truly be social and not just seem social.”  This means that each "partner" should know the opportunities and concerns that the new environment poses in the company’s "mission" and every individual in the company is responsible to seize it. The option of trying to “seem social” in all the social activity in the marketing department was discarded.

 

Beyond our objectives with Total Community, you will find the promotion and support between clients encouraging self-learning DIY, decoration, etc. These existing activities provide the best user experience for our customers but also a relief in the workload of our employees in the brick and mortar stores. 

 

On the other hand, we obtained an increase in sales both indirectly in stores through workshops, tips/ideas shown in Bricopedia (Wikitips), and the Project Gallery. In addition, people can directly purchase in the online store by gathering all the materials required directly from the shared project in the community.

 

Finally, we achieve a greater commitment from our employees. They are getting to know the customers and their needs and discovering customers with a very high commitment when responding to complex questions, technical issues, or questions requiring advanced knowledge. 

 

Benefits of a Total Community

A Lithium community and LSW are very important to our social strategy of providing customers. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook, Twitter, Instragram and our community that help us as source of relevant content creating sinergies between our social channels.

In the community you can buy some projects in one click. 

The UGC is integrated in Newsletters, brochures and guides welcome you to interact, visiting the webpage, participating in workshops or sharing your passion about homes in the community. Too, the best projects become the protagonist in the most popular TV program in the country. 

 

Social networks and Community build the "Social Ecosystem Leroy Merlin" with more that 3MM followers:

  • + 720.000 Followers in Facebook
  • +65.000 Followers in twitter
  • +63.000 suscriptors in youtube
  • +12.000 followers in pinterest and instagram.
  • +2MM users uniques in the Community
    • 32% Blogs
    • 21% Forum
    • 27% Projects (Ideas)
    • 18% Bricopedias (TKB)

 

Untitled51.png

 

To measure the success of the Community, Leroy Merlin focused on 3 main KPIs

  1. +2MM Number of visits: Whenever a client resolves a question by visiting the Community, the company saves hours of customer service in stores, improves brand image and increases commercial potential
  2. +23.000  Number of content generated: Whenever members of the Community generate content for free, the company saves the cost of producing marketing/corporate materials
  3. +20.000Number of visits to the store: Every time the Community drives a customer to visit the online store a sales opportunity is generated

 

leroy merin.jpg

 

You cant see it, but you can perceive that it is a company that listens its clients, that tries to help them and that wants to improve every day.

 

 

Status:
2016 Lithy Submission

Lithys 2016: Magento Commerce - Marketing Champion

By JaniceK

Lithys 2016: Magento Commerce - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 12:29 AM - last edited on ‎05-03-2016 08:36 AM by Moderator Moderator

453.pngCompany: Magento Commerce


Entry submitted by: Sherrie Rohde (Community Manager)

Community: Magento Community

Lithy category:  Marketing Champion

 

Trusted by more than 250,000 businesses worldwide, Magento Commerce is the leading provider of open omnichannel innovation to retailers, brands and branded manufacturers across retail B2C and B2B industries. In addition to its flagship open source digital commerce platform, Magento Commerce boasts a strong portfolio of cloud-based omnichannel solutions empowering merchants to successfully integrate digital and physical shopping experiences. With over $50B in gross merchandise volume transacted on the platform annually, Magento Commerce is the foremost provider to the Internet Retailer Top 1000 and the Internet Retailer B2B 300, counting more than double the clients to the next closest competitor. Magento Commerce is supported by a vast global network of solution and technology partners, a highly active global developer community and the largest eCommerce marketplace for extensions available for download on the Magento Marketplace. More information can be found at www.magento.com.

 

Our unique promotion

 

3021.png

 

While we can’t fully quantify the size of the Magento community, we know the Magento ecosystem comprises of 250,000 merchants, 300 partners, over 1,000 solution implementers, 130,000 developers with 5,900 of them being Magento certified.

 

32.png

  

In 2015, the Magento community created over 2,500 pull requests and issues for Magento 2.0 on Github, presented over 500 talks on Magento or at Magento-centric events, produced over 100 podcast episodes centered around Magento, organized conferences and meetups in over 24 different countries, wrote three books about Magento, contributed to official product documentation, wrote countless blog posts to raise awareness and education and answered thousands of questions on both StackExchange and the Magento Forums (Lithium Community).

 

sac.png

 

As you can see, we have an amazing and highly active community who are constantly contributing to our product and advocating for our brand. However, until now, we have never had a formal recognition program in place. The absence of this program sometimes created confusion when looking to stakeholders for beta invites, feedback, event invites, etc.

 

This year, we created the Magento Masters (super user) program, the culmination of over six months of research and strategic planning to develop an initiative that elevates our most active community members, recognizes them for their contributions, and empowers them to help others learn more about the Magento platform and to succeed in our ecosystem.

 

Creating this program was no small feat as we really wanted to make sure that we had a full picture of our community contributions. We went through several revisions of a scoring algorithm asking various stakeholders if we were missing any aspect that helped those in our community move forward. For every type of contribution, we took the time to think through how we felt it should weight in relation to other contribution types based on the impact that contribution likely had on the community. After pulling data from multiple sources we had access to including Lithium Social Intelligence, we were able to start surfacing names. As we added to the data we were able to qualify the algorithm was what it should be. While some names were not a surprise, and shouldn’t be, it also gave us more insight to other members in the community who were less vocal contributors. Being able to connect with these contributors allowed us to really grow these relationships with key community leaders.

 

In addition to surfacing key community leaders that may not have been top of radar, this algorithm and data collection also allowed us to begin to share numbers like those above with our community. Our company was proud and our community was proud of what we’ve been able to accomplish together in just one year. In reality, that year barely scratches the surface. This data also gives us quick insights into community leaders by region, role and company type which is often needed when identifying who to connect with for initiatives and opportunities.

 

As we thought through the program, we tried to keep a “What’s in it for me?” mindset for our community leaders, not just for us. Magento Masters members benefit from recognition both online and offline. This means a special badge and rank created for them and applied to their account on our Lithium Community platform as well as access to a private Magento Masters Lounge there. We also recognized them on our blog and at our annual conference, where we presented them with a physical award, which we’ll expand on more while discussing the campaign. Magento Masters will have increased access to things like beta programs, roadmaps and feedback opportunities as they arise. Some of this will be facilitate via a quarterly call with our product team and other key team members. We were also able to host them for a VIP lunch event at our conference and offer discounts on both certification and events.

 

gbfds.pnggfsvd.png

 

Our goal in creating the Magento Masters program was to create clarity within our organization on who to look to as community leaders at the same time as being able to recognize them in a way they truly deserve – valued in front of their peers. We strongly believe we accomplished this.

 

Our strategy and tactics

 

Before beginning promotion of the Magento Master program, we worked with our brand and design teams to create a unique visual identity. After many whiteboard sessions, we landed on Magento Masters with three types: Movers, Mentors and Makers:

  • Movers are Magento’s top advocates and ecosystem thought leaders who have demonstrated their expertise in driving innovation through Magento solutions. They are influencers in the industry in delivering best-of-class Magento implementations and advocate for Magento at industry events.
  • Mentors are top contributors to the Magento Community who are highly active educating others and developing resources for them. They have proven expertise on building successful Magento implementations.
  • Makers are frequent contributors valued by Magento and other community members. They actively engage with others in the Magento Community, sharing ideas, insights, and constructive feedback.

 

By creating these types, we were able to share clarity around why each Magento Master was selected with individual reasons supplied for each one when announcing them on our blog.

 

We first announced this program during our MagentoLive France event in Paris:

 

 

 

87.png

 

Later that week, we echoed the announcement a presentation at a community-organized conference in Milan focused around how to get involved in the community and key people who were contributing in various areas of our community: http://www.slideshare.net/SherrieRohde/how-do-i-get-involved-in-the-magento-community-57914070.

 

Our 2016 Magento Masters were then selected and invited to the program based on their contributions to the community in 2015. Because our community is truly a “Total Community,” we created an algorithm that calculated their community contributions from key areas where we believe they truly help to move the community forward as a whole. These areas include our Lithium Community platform, StackExchange, Github code contributions, official documentation contributions, speaking engagements, blogging, published books and organizing both meetups and conferences.

 

We announced the Magento Masters via our social media channels, in our weekly community digests on the Lithium platform and on our blog:

 

543.png

During our opening keynote at our 2016 6th annual Imagine conference in Las Vegas, our CEO, Magento Evangelist and Community Manager were able to bring 16 of the 20 Magento Masters on stage to recognize and award them in front of 2,500 attendees.

 

w34.pngfdfsc.pnger93.png390.png

 

Our results

 

The results of this program exceeded our expectations, to say the least. Our Magento Masters are so humble and talented, which really added to the experience in the best way. It’s hard to even know where to start with the impact Magento Masters has already had for both our community and our company.


Our community organized podcast brought our Magento Evangelist and Community Manager on for an exclusive interview: http://magetalk.com/magetalk-episode-79-magento-masters/

One of our Magento Masters has added this to his LinkedIn https://pl.linkedin.com/in/snowdog, was celebrated by his company with both a party https://www.facebook.com/media/set/?set=a.10153675678633192.1073741837.71921053191&type=3 and a blog post: https://snow.dog/blog/kuba-zwolinski-announced-magento-master/ .

Other Magento Masters were also announced on their companies’ blogs:

Several others mentioned Magento Masters in their Imagine recaps:

 

We of course gave them some love in our event recap as well: https://magento.com/blog/events/we-are-magento-imagine-2016-highlights

 

Creating this program has inspired ideas across our organization about how to better implement councils, or involve the Magento Masters, in various decisions going forwards. It has also given us massive insight into actually being able to quantify what it is our community brings to the table (e.g. the stats I provided at the beginning) which has astounded and impressed both the community and those across our team.

 

Even before we officially announced the program, we had various departments coming to our community team in search of community members for various things (e.g. EMEA developers) and we were able to provide them with this information quickly and efficiently from the scoring algorithm created for the Magento Masters program. We are finally equipped with a way to connect key community members with key opportunities.

Since announcing the community, several who were once engaged in our old forums are now inspired to be more active on our new forums and the community team, comprising of four Magento Masters, that organizes a Q&A hackathon for the Magento StackExchange has discussed including the forums in their “MageStackDay” events.

 

Also, one of our Magento Masters has been repeatedly approached on how to get involved in the community and especially how to get started speaking about Magento and our female Magento Master (fingers crossed for more next year) is truly being looked to as a mentor for other women in our community, encouraging them to contribute more to qualify themselves for 2017.

 

Digging Into the Numbers

The Magento Masters program launch received over 250 individual posts across Twitter in support from our team, including our executive team, as well as from the community.

 

Our initial tweet announcing Magento Masters remains one of our top 10 posts in the past 90 days with 443 total engagements and 15,061 impressions: https://twitter.com/magento/status/694477995839463424

 

In addition, our tweet announcing the Movers also logged in as a top tweet with 425 total engagements and 16,656 impressions while our top tweet announcing the Mentors received 574 total engagements with 25,487 impressions and the Makers top tweet received 415 total engagements and 16,114 total impressions. A final wrap up announcing all 20 Magento Masters logged in at 340 total engagements and 14,655 impressions and our tweet congratulating them during Imagine logged in at 355 total engagements and 8,422 impressions: https://twitter.com/magento/status/719935530427756544, while several in the audience created their own renditions and our Magento Masters and their companies celebrated on social media throughout the conference.


Our blog post announcing the program is our 4th most popular blog post, excluding product announcements, in Q1 of 2016 while our announcement posts spotlighting the Movers, Mentors and Makers weigh in at 17th, 14th and 12th, respectively.

 

On our Lithium Community platform, Magento Masters visit 92% more than other members. In the first month of implementing the initiative, Magento Master participation increased by 56% while other members increased participation by 6%.

 

Overall we’ve had an overwhelmingly positive reception and heard from our community that this was greatly needed. The next step? Individual in-depth profiles on our blog for each of the Magento Masters as well as launching into our quarterly calls to learn more.

 


453.pngCompany: Magento Commerce


Entry submitted by: Sherrie Rohde (Community Manager)

Community: Magento Community

Lithy category:  Marketing Champion

 

Trusted by more than 250,000 businesses worldwide, Magento Commerce is the leading provider of open omnichannel innovation to retailers, brands and branded manufacturers across retail B2C and B2B industries. In addition to its flagship open source digital commerce platform, Magento Commerce boasts a strong portfolio of cloud-based omnichannel solutions empowering merchants to successfully integrate digital and physical shopping experiences. With over $50B in gross merchandise volume transacted on the platform annually, Magento Commerce is the foremost provider to the Internet Retailer Top 1000 and the Internet Retailer B2B 300, counting more than double the clients to the next closest competitor. Magento Commerce is supported by a vast global network of solution and technology partners, a highly active global developer community and the largest eCommerce marketplace for extensions available for download on the Magento Marketplace. More information can be found at www.magento.com.

 

Our unique promotion

 

3021.png

 

While we can’t fully quantify the size of the Magento community, we know the Magento ecosystem comprises of 250,000 merchants, 300 partners, over 1,000 solution implementers, 130,000 developers with 5,900 of them being Magento certified.

 

32.png

  

In 2015, the Magento community created over 2,500 pull requests and issues for Magento 2.0 on Github, presented over 500 talks on Magento or at Magento-centric events, produced over 100 podcast episodes centered around Magento, organized conferences and meetups in over 24 different countries, wrote three books about Magento, contributed to official product documentation, wrote countless blog posts to raise awareness and education and answered thousands of questions on both StackExchange and the Magento Forums (Lithium Community).

 

sac.png

 

As you can see, we have an amazing and highly active community who are constantly contributing to our product and advocating for our brand. However, until now, we have never had a formal recognition program in place. The absence of this program sometimes created confusion when looking to stakeholders for beta invites, feedback, event invites, etc.

 

This year, we created the Magento Masters (super user) program, the culmination of over six months of research and strategic planning to develop an initiative that elevates our most active community members, recognizes them for their contributions, and empowers them to help others learn more about the Magento platform and to succeed in our ecosystem.

 

Creating this program was no small feat as we really wanted to make sure that we had a full picture of our community contributions. We went through several revisions of a scoring algorithm asking various stakeholders if we were missing any aspect that helped those in our community move forward. For every type of contribution, we took the time to think through how we felt it should weight in relation to other contribution types based on the impact that contribution likely had on the community. After pulling data from multiple sources we had access to including Lithium Social Intelligence, we were able to start surfacing names. As we added to the data we were able to qualify the algorithm was what it should be. While some names were not a surprise, and shouldn’t be, it also gave us more insight to other members in the community who were less vocal contributors. Being able to connect with these contributors allowed us to really grow these relationships with key community leaders.

 

In addition to surfacing key community leaders that may not have been top of radar, this algorithm and data collection also allowed us to begin to share numbers like those above with our community. Our company was proud and our community was proud of what we’ve been able to accomplish together in just one year. In reality, that year barely scratches the surface. This data also gives us quick insights into community leaders by region, role and company type which is often needed when identifying who to connect with for initiatives and opportunities.

 

As we thought through the program, we tried to keep a “What’s in it for me?” mindset for our community leaders, not just for us. Magento Masters members benefit from recognition both online and offline. This means a special badge and rank created for them and applied to their account on our Lithium Community platform as well as access to a private Magento Masters Lounge there. We also recognized them on our blog and at our annual conference, where we presented them with a physical award, which we’ll expand on more while discussing the campaign. Magento Masters will have increased access to things like beta programs, roadmaps and feedback opportunities as they arise. Some of this will be facilitate via a quarterly call with our product team and other key team members. We were also able to host them for a VIP lunch event at our conference and offer discounts on both certification and events.

 

gbfds.pnggfsvd.png

 

Our goal in creating the Magento Masters program was to create clarity within our organization on who to look to as community leaders at the same time as being able to recognize them in a way they truly deserve – valued in front of their peers. We strongly believe we accomplished this.

 

Our strategy and tactics

 

Before beginning promotion of the Magento Master program, we worked with our brand and design teams to create a unique visual identity. After many whiteboard sessions, we landed on Magento Masters with three types: Movers, Mentors and Makers:

  • Movers are Magento’s top advocates and ecosystem thought leaders who have demonstrated their expertise in driving innovation through Magento solutions. They are influencers in the industry in delivering best-of-class Magento implementations and advocate for Magento at industry events.
  • Mentors are top contributors to the Magento Community who are highly active educating others and developing resources for them. They have proven expertise on building successful Magento implementations.
  • Makers are frequent contributors valued by Magento and other community members. They actively engage with others in the Magento Community, sharing ideas, insights, and constructive feedback.

 

By creating these types, we were able to share clarity around why each Magento Master was selected with individual reasons supplied for each one when announcing them on our blog.

 

We first announced this program during our MagentoLive France event in Paris:

 

 

 

87.png

 

Later that week, we echoed the announcement a presentation at a community-organized conference in Milan focused around how to get involved in the community and key people who were contributing in various areas of our community: http://www.slideshare.net/SherrieRohde/how-do-i-get-involved-in-the-magento-community-57914070.

 

Our 2016 Magento Masters were then selected and invited to the program based on their contributions to the community in 2015. Because our community is truly a “Total Community,” we created an algorithm that calculated their community contributions from key areas where we believe they truly help to move the community forward as a whole. These areas include our Lithium Community platform, StackExchange, Github code contributions, official documentation contributions, speaking engagements, blogging, published books and organizing both meetups and conferences.

 

We announced the Magento Masters via our social media channels, in our weekly community digests on the Lithium platform and on our blog:

 

543.png

During our opening keynote at our 2016 6th annual Imagine conference in Las Vegas, our CEO, Magento Evangelist and Community Manager were able to bring 16 of the 20 Magento Masters on stage to recognize and award them in front of 2,500 attendees.

 

w34.pngfdfsc.pnger93.png390.png

 

Our results

 

The results of this program exceeded our expectations, to say the least. Our Magento Masters are so humble and talented, which really added to the experience in the best way. It’s hard to even know where to start with the impact Magento Masters has already had for both our community and our company.


Our community organized podcast brought our Magento Evangelist and Community Manager on for an exclusive interview: http://magetalk.com/magetalk-episode-79-magento-masters/

One of our Magento Masters has added this to his LinkedIn https://pl.linkedin.com/in/snowdog, was celebrated by his company with both a party https://www.facebook.com/media/set/?set=a.10153675678633192.1073741837.71921053191&type=3 and a blog post: https://snow.dog/blog/kuba-zwolinski-announced-magento-master/ .

Other Magento Masters were also announced on their companies’ blogs:

Several others mentioned Magento Masters in their Imagine recaps:

 

We of course gave them some love in our event recap as well: https://magento.com/blog/events/we-are-magento-imagine-2016-highlights

 

Creating this program has inspired ideas across our organization about how to better implement councils, or involve the Magento Masters, in various decisions going forwards. It has also given us massive insight into actually being able to quantify what it is our community brings to the table (e.g. the stats I provided at the beginning) which has astounded and impressed both the community and those across our team.

 

Even before we officially announced the program, we had various departments coming to our community team in search of community members for various things (e.g. EMEA developers) and we were able to provide them with this information quickly and efficiently from the scoring algorithm created for the Magento Masters program. We are finally equipped with a way to connect key community members with key opportunities.

Since announcing the community, several who were once engaged in our old forums are now inspired to be more active on our new forums and the community team, comprising of four Magento Masters, that organizes a Q&A hackathon for the Magento StackExchange has discussed including the forums in their “MageStackDay” events.

 

Also, one of our Magento Masters has been repeatedly approached on how to get involved in the community and especially how to get started speaking about Magento and our female Magento Master (fingers crossed for more next year) is truly being looked to as a mentor for other women in our community, encouraging them to contribute more to qualify themselves for 2017.

 

Digging Into the Numbers

The Magento Masters program launch received over 250 individual posts across Twitter in support from our team, including our executive team, as well as from the community.

 

Our initial tweet announcing Magento Masters remains one of our top 10 posts in the past 90 days with 443 total engagements and 15,061 impressions: https://twitter.com/magento/status/694477995839463424

 

In addition, our tweet announcing the Movers also logged in as a top tweet with 425 total engagements and 16,656 impressions while our top tweet announcing the Mentors received 574 total engagements with 25,487 impressions and the Makers top tweet received 415 total engagements and 16,114 total impressions. A final wrap up announcing all 20 Magento Masters logged in at 340 total engagements and 14,655 impressions and our tweet congratulating them during Imagine logged in at 355 total engagements and 8,422 impressions: https://twitter.com/magento/status/719935530427756544, while several in the audience created their own renditions and our Magento Masters and their companies celebrated on social media throughout the conference.


Our blog post announcing the program is our 4th most popular blog post, excluding product announcements, in Q1 of 2016 while our announcement posts spotlighting the Movers, Mentors and Makers weigh in at 17th, 14th and 12th, respectively.

 

On our Lithium Community platform, Magento Masters visit 92% more than other members. In the first month of implementing the initiative, Magento Master participation increased by 56% while other members increased participation by 6%.

 

Overall we’ve had an overwhelmingly positive reception and heard from our community that this was greatly needed. The next step? Individual in-depth profiles on our blog for each of the Magento Masters as well as launching into our quarterly calls to learn more.

 

Status:
2016 Lithy Submission

Lithys 2016: Rogers - Excellence in Customer Satis...

By JaniceK

Lithys 2016: Rogers - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-26-2016 11:28 PM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled21.pngCompany: Rogers

Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager) 

Community: Rogers Community Forums

Lithy Category: Excellence in Customer Satisfaction

 

Rogers Communications is a diversified Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high speed internet and telephony services.  

 

In 2014, we launched a multi-year plan, called Rogers 3.0, to revitalize the company’s legacy of innovation and growth. The plan is centered around delivering a better experience for our customers. We are focused on fixing the basics, creating a more consistent experience and improving customer self-service.

 

Our 2015 customer satisfaction initiatives

 

Rogers made a $100 million commitment in 2015 and another $100 million in 2016 to customer experience improvements overall. One of our goals is to deliver the best end-to-end customer experience with minimal customer effort.

 

We adapted support models to customers’ mobile habits, so customers can get service on the digital and social platforms where they already spend time. In 2015, we made the quantum leap to offer support 24/7 for our customers through social media. We are still the only major Canadian telco to do so.

 

In partnership with Facebook, we were the first telecommunications provider in the world to offer customer support through Facebook Messenger. Customers can reach us through Facebook Messenger to ask questions, make changes to a plan, update an account, set up a new line and more.

 

 

Untitled33.png

 

 

Customers have the ability to respond at their convenience and keep track of the conversation just like they would with their friends.

 

Untitled34.png

 

Leveraging LSW has allowed us to seamlessly and efficiently respond to support requests on Facebook and Twitter, resulting in an average response time of 30 minutes or less. In fact, our goal for 2016 is to achieve an average response time of 15 minutes or less. LSW has also helped us better understand our volume and traffic patterns so we can make operational changes to better serve our customers. In order to support Facebook Messenger, we drastically increased the size of the team and were able to rely on the scalability of LSW to do so.

 

Our response time has steadily decreased and we have earned the “Very responsive to messages” badge consistently on our Facebook page:

 

Untitled32.png

How Lithium helps us solve customer issues

 

We want to make it easy for our customers to get help. More than 16 million Canadians are on Facebook every day, so it makes perfect sense to bring service to them -- when and where they want it. Now, our customers can message us on Facebook Messenger, ask questions, make changes to their account, and get their problems solved without waiting on hold.

 

Rogers has seen a significant increase in customer satisfaction metrics for social media support, and attribute part of this to the support customers are receiving from Messenger.

 

  • NPS has increased since the launch of Facebook Messenger. In fact, the Social Media Support team has the highest NPS score of all consumer contact channels at Rogers!
  • Furthermore, customer complaints, as reported by the Commissioner for Complaints for Telecommunications Services (CCTS) declined faster than all key competitors, down 26% in 2015 and down 50% over the past two years. At the time of this submission, the Mid-Year Report from the CCTS was just released:
    • The Mid-Year Report lists the number of complaints received from the customers of all Participating Service Providers, and shows a substantial decrease in the proportion of complaints received from customers of Rogers. “Although Rogers still had the second-most complaints, it generated 65% fewer complaints in the first half of this year than in the same period last year. We applaud Rogers for the time and effort it has invested in working with CCTS to reduce the number of customer interactions that require recourse to CCTS, thus improving the customer experience for its subscribers. We encourage all of our Participating Service Providers to make similar efforts.”
  • In our first month alone, we had over 70,000 customer interactions on Messenger. As we continue to invest in personalized, online and self-service options, contact volumes have declined by almost 13% in 2015.

 

 


Untitled21.pngCompany: Rogers

Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager) 

Community: Rogers Community Forums

Lithy Category: Excellence in Customer Satisfaction

 

Rogers Communications is a diversified Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high speed internet and telephony services.  

 

In 2014, we launched a multi-year plan, called Rogers 3.0, to revitalize the company’s legacy of innovation and growth. The plan is centered around delivering a better experience for our customers. We are focused on fixing the basics, creating a more consistent experience and improving customer self-service.

 

Our 2015 customer satisfaction initiatives

 

Rogers made a $100 million commitment in 2015 and another $100 million in 2016 to customer experience improvements overall. One of our goals is to deliver the best end-to-end customer experience with minimal customer effort.

 

We adapted support models to customers’ mobile habits, so customers can get service on the digital and social platforms where they already spend time. In 2015, we made the quantum leap to offer support 24/7 for our customers through social media. We are still the only major Canadian telco to do so.

 

In partnership with Facebook, we were the first telecommunications provider in the world to offer customer support through Facebook Messenger. Customers can reach us through Facebook Messenger to ask questions, make changes to a plan, update an account, set up a new line and more.

 

 

Untitled33.png

 

 

Customers have the ability to respond at their convenience and keep track of the conversation just like they would with their friends.

 

Untitled34.png

 

Leveraging LSW has allowed us to seamlessly and efficiently respond to support requests on Facebook and Twitter, resulting in an average response time of 30 minutes or less. In fact, our goal for 2016 is to achieve an average response time of 15 minutes or less. LSW has also helped us better understand our volume and traffic patterns so we can make operational changes to better serve our customers. In order to support Facebook Messenger, we drastically increased the size of the team and were able to rely on the scalability of LSW to do so.

 

Our response time has steadily decreased and we have earned the “Very responsive to messages” badge consistently on our Facebook page:

 

Untitled32.png

How Lithium helps us solve customer issues

 

We want to make it easy for our customers to get help. More than 16 million Canadians are on Facebook every day, so it makes perfect sense to bring service to them -- when and where they want it. Now, our customers can message us on Facebook Messenger, ask questions, make changes to their account, and get their problems solved without waiting on hold.

 

Rogers has seen a significant increase in customer satisfaction metrics for social media support, and attribute part of this to the support customers are receiving from Messenger.

 

  • NPS has increased since the launch of Facebook Messenger. In fact, the Social Media Support team has the highest NPS score of all consumer contact channels at Rogers!
  • Furthermore, customer complaints, as reported by the Commissioner for Complaints for Telecommunications Services (CCTS) declined faster than all key competitors, down 26% in 2015 and down 50% over the past two years. At the time of this submission, the Mid-Year Report from the CCTS was just released:
    • The Mid-Year Report lists the number of complaints received from the customers of all Participating Service Providers, and shows a substantial decrease in the proportion of complaints received from customers of Rogers. “Although Rogers still had the second-most complaints, it generated 65% fewer complaints in the first half of this year than in the same period last year. We applaud Rogers for the time and effort it has invested in working with CCTS to reduce the number of customer interactions that require recourse to CCTS, thus improving the customer experience for its subscribers. We encourage all of our Participating Service Providers to make similar efforts.”
  • In our first month alone, we had over 70,000 customer interactions on Messenger. As we continue to invest in personalized, online and self-service options, contact volumes have declined by almost 13% in 2015.

 

 

Status:
2016 Lithy Submission

Lithys 2016: Rogers - Total Community All Star

By JaniceK

Lithys 2016: Rogers - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-26-2016 11:31 PM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled21.pngCompany: Rogers

Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager) 

Community: Rogers Community Forums

Lithy Category: Total Community All Star

 

Rogers Communications is a diversified Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high speed internet and telephony services.  

 

In 2014, we launched a multi-year plan, called Rogers 3.0, to revitalize the company’s legacy of innovation and growth. The plan is centered around delivering a better experience for our customers. We are focused on fixing the basics, creating a more consistent experience and improving customer self-service.

 

Our road to Lithium

 

In 2010, we chose Lithium as our platform provider and launched the Rogers Community Forums. We wanted a best-in-class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.

 

With the successful launch of the Rogers Community Forums, we sought new opportunities to engage with our customers; Twitter and Facebook were the obvious choices.

 

In 2011, we launched our Social Media Support team, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on Twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the volume of customer interactions in social media grew exponentially.

 

Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Media Support team was transitioned to the LSW platform. The transition gave us access to more insightful reporting and new capabilities.

 

Our Social Media Support team started off as a small group providing customer support on Facebook, Twitter and moderation of the Rogers Community Forums. We now have a significantly larger team supporting customers in social media and for the first time ever, we have a dedicated moderator team for the Rogers Community Forums.

 

The benefits of having both a  community and LSW

 

A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/Twitter via PM/DM or in public, while the Community Forums serve as a lasting source of relevant and helpful content.

 

In 2015, we optimized the Rogers Community Forums by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Community Forums. We underwent a significant clean up and optimization exercise where we reviewed each and every post (all the way back from 2010) to ensure accuracy and relevance of information, accepted or provided solutions, and then creation of new content via posts, videos and blogs which aligned to contact centre top call driver results.

 

In addition to a significant community redesign in partnership with Lithium, we also launched Gamification in 2015. Take a look at some of our badges:

 

Untitled22.png

 

And we were one of the first Lithium communities to undergo a Responsive redesign. Over 30% of our traffic comes in from mobile devices and we expect this number to increase.

 

Untitled23.png

 

We also shifted from a purely peer-to-peer support model and started to provide direct support to customers in the Community Forums when our Super Users or other users are unable to assist. We created a common handle called @CommunityHelps to PM with users in the Community Forums. This helps our interactions look and feel seamless to the user and allows us to house all PM conversations in a single, easily-accessed inbox.

 

Untitled24.png

 

Our super user program is a key pillar of our overall Community Forums strategy. In 2015, we created “Front of the Line” service for our Super Users. In LSW, we have tagged our Super Users as priority customers so they receive even faster service through our social channels if they need it. It’s a small token of appreciation for their help in the Community Forums and it’s made possible by LSW.

 

Untitled25.png

 

Our Total Community results

 

Today, the Rogers Community Forums is staffed to support customers from 8 am to midnight, 7 days a week. Our response time has dropped dramatically to under 60 minutes. We create content daily using blogs, posts, videos and live Rogers Ask an Expert events. Our marketing teams have created detailed communication plans to promote the Rogers Community Forums as a destination for self-serve. We are also invited to every go-to-market activity across the company; Community Forums are now seen as a channel in which we can communicate new product/service launches AND obtain valuable customer insights/feedback post-launch.

 

Take a look at some of the promotional material designed to drive traffic to the Rogers Community Forums:

 

Untitled31.png

Untitled29.pngUntitled28.pngUntitled27.pngUntitled30.pngUntitled31.pngUntitled32.png

 

We achieved some amazing results from all of our efforts in 2015 (chart below). We have set some aspirational targets for 2016 and are confident that we are well on our way to our goal of offering a best-in-class customer experience.

 

KPI

2015 Results

Registered users

20% YoY ↑

Page views

60% YoY ↑

CHI

All time high 787 in Sept

Response time

<60 minutes

Call deflection

Deflected 160k+ calls

Super users

11 super users spent 4,713 hours online

 

 


Untitled21.pngCompany: Rogers

Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager) 

Community: Rogers Community Forums

Lithy Category: Total Community All Star

 

Rogers Communications is a diversified Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high speed internet and telephony services.  

 

In 2014, we launched a multi-year plan, called Rogers 3.0, to revitalize the company’s legacy of innovation and growth. The plan is centered around delivering a better experience for our customers. We are focused on fixing the basics, creating a more consistent experience and improving customer self-service.

 

Our road to Lithium

 

In 2010, we chose Lithium as our platform provider and launched the Rogers Community Forums. We wanted a best-in-class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.

 

With the successful launch of the Rogers Community Forums, we sought new opportunities to engage with our customers; Twitter and Facebook were the obvious choices.

 

In 2011, we launched our Social Media Support team, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on Twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the volume of customer interactions in social media grew exponentially.

 

Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Media Support team was transitioned to the LSW platform. The transition gave us access to more insightful reporting and new capabilities.

 

Our Social Media Support team started off as a small group providing customer support on Facebook, Twitter and moderation of the Rogers Community Forums. We now have a significantly larger team supporting customers in social media and for the first time ever, we have a dedicated moderator team for the Rogers Community Forums.

 

The benefits of having both a  community and LSW

 

A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/Twitter via PM/DM or in public, while the Community Forums serve as a lasting source of relevant and helpful content.

 

In 2015, we optimized the Rogers Community Forums by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Community Forums. We underwent a significant clean up and optimization exercise where we reviewed each and every post (all the way back from 2010) to ensure accuracy and relevance of information, accepted or provided solutions, and then creation of new content via posts, videos and blogs which aligned to contact centre top call driver results.

 

In addition to a significant community redesign in partnership with Lithium, we also launched Gamification in 2015. Take a look at some of our badges:

 

Untitled22.png

 

And we were one of the first Lithium communities to undergo a Responsive redesign. Over 30% of our traffic comes in from mobile devices and we expect this number to increase.

 

Untitled23.png

 

We also shifted from a purely peer-to-peer support model and started to provide direct support to customers in the Community Forums when our Super Users or other users are unable to assist. We created a common handle called @CommunityHelps to PM with users in the Community Forums. This helps our interactions look and feel seamless to the user and allows us to house all PM conversations in a single, easily-accessed inbox.

 

Untitled24.png

 

Our super user program is a key pillar of our overall Community Forums strategy. In 2015, we created “Front of the Line” service for our Super Users. In LSW, we have tagged our Super Users as priority customers so they receive even faster service through our social channels if they need it. It’s a small token of appreciation for their help in the Community Forums and it’s made possible by LSW.

 

Untitled25.png

 

Our Total Community results

 

Today, the Rogers Community Forums is staffed to support customers from 8 am to midnight, 7 days a week. Our response time has dropped dramatically to under 60 minutes. We create content daily using blogs, posts, videos and live Rogers Ask an Expert events. Our marketing teams have created detailed communication plans to promote the Rogers Community Forums as a destination for self-serve. We are also invited to every go-to-market activity across the company; Community Forums are now seen as a channel in which we can communicate new product/service launches AND obtain valuable customer insights/feedback post-launch.

 

Take a look at some of the promotional material designed to drive traffic to the Rogers Community Forums:

 

Untitled31.png

Untitled29.pngUntitled28.pngUntitled27.pngUntitled30.pngUntitled31.pngUntitled32.png

 

We achieved some amazing results from all of our efforts in 2015 (chart below). We have set some aspirational targets for 2016 and are confident that we are well on our way to our goal of offering a best-in-class customer experience.

 

KPI

2015 Results

Registered users

20% YoY ↑

Page views

60% YoY ↑

CHI

All time high 787 in Sept

Response time

<60 minutes

Call deflection

Deflected 160k+ calls

Super users

11 super users spent 4,713 hours online

 

 

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Market...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:15 PM - edited ‎05-06-2016 04:37 PM

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Marketing Champion

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

The Fido Community turns 5

 

To celebrate the Fido Community’s 5th year anniversary, we held a month-long contest throughout September 2015. In order to enter the draw for a chance to win one of 10 prizes (total of $4000 in prizes), participants were invited to post their best cellular tip and/or trick into the Tips & Tricks board. This new board was created for the contest.

 

The goals were to:

  • Increase Community registrations;
  • Increase overall Community traffic and liveliness (posts, likes, page views, unique visitors);
  • Raise Community awareness, both externally and internally;
  • Increase useful content in the Community;
  • And, of course, to celebrate the Community’s 5th

 

We received a total of 371 entries, and some of the best Tips & Tricks were shared on our Social Media properties to promote the Community and give our Community members some exposure and recognition.

 

Our promotional tactic consisted of a Community blog post to announce and describe the contest, along with the rules & regulations. We then promoted this blog post using the following methods:

  • Our social media properties (Facebook, Twitter and Instagram post)Banner on the homepage of our website
  • Special blurb in emails to customers
  • Text message (to targeted customers)

 

Untitled33.png

Facebook Post

 

Untitled34.png

 

On Twitter

 

Untitled35.png

 

Banner on Fido.ca

 

Untitled36.png

 

On September 15th, the actual anniversary date of the Community, we wrote a second Community blog post to remind everyone of the contest and to keep the hype going. We took this opportunity to thank our Community members who have been with us since the start. This blog post was also shared on our Social Media properties, but this time with curiosity sparking infographics to recap the 5 years:

 

Untitled37.png

 

Community Tip Shared on Social Media

 

Untitled38.png

 

Our Results

 

The results were outstanding! We met each and every one of our goals. The contest increased the Community liveliness, traffic, and overall interaction to a level we hadn’t seen before. Multiple records were broken during the month of September 2015 (percentages are in comparison to the previous month):

 

Untitled39.png

 

The contest was also very well received by the Community, who took joy in sharing their feedback. Our first blog post generated many comments, which mostly consisted of happy birthday wishes and expressions of excitement towards the prizes. Many members voiced their happiness, including top contributors:

 

Untitled40.pngUntitled41.png

 

The birthday contest not only served as a means to break traffic and registration records, but also as a means of promotion. Even after the contest ended, our traffic continued to increase, justifying our promotional efforts.

 

Untitled46.pngUntitled45.pngUntitled44.pngUntitled43.pngUntitled47.pngUntitled42.png

 

 

 

 

 


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Marketing Champion

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

The Fido Community turns 5

 

To celebrate the Fido Community’s 5th year anniversary, we held a month-long contest throughout September 2015. In order to enter the draw for a chance to win one of 10 prizes (total of $4000 in prizes), participants were invited to post their best cellular tip and/or trick into the Tips & Tricks board. This new board was created for the contest.

 

The goals were to:

  • Increase Community registrations;
  • Increase overall Community traffic and liveliness (posts, likes, page views, unique visitors);
  • Raise Community awareness, both externally and internally;
  • Increase useful content in the Community;
  • And, of course, to celebrate the Community’s 5th

 

We received a total of 371 entries, and some of the best Tips & Tricks were shared on our Social Media properties to promote the Community and give our Community members some exposure and recognition.

 

Our promotional tactic consisted of a Community blog post to announce and describe the contest, along with the rules & regulations. We then promoted this blog post using the following methods:

  • Our social media properties (Facebook, Twitter and Instagram post)Banner on the homepage of our website
  • Special blurb in emails to customers
  • Text message (to targeted customers)

 

Untitled33.png

Facebook Post

 

Untitled34.png

 

On Twitter

 

Untitled35.png

 

Banner on Fido.ca

 

Untitled36.png

 

On September 15th, the actual anniversary date of the Community, we wrote a second Community blog post to remind everyone of the contest and to keep the hype going. We took this opportunity to thank our Community members who have been with us since the start. This blog post was also shared on our Social Media properties, but this time with curiosity sparking infographics to recap the 5 years:

 

Untitled37.png

 

Community Tip Shared on Social Media

 

Untitled38.png

 

Our Results

 

The results were outstanding! We met each and every one of our goals. The contest increased the Community liveliness, traffic, and overall interaction to a level we hadn’t seen before. Multiple records were broken during the month of September 2015 (percentages are in comparison to the previous month):

 

Untitled39.png

 

The contest was also very well received by the Community, who took joy in sharing their feedback. Our first blog post generated many comments, which mostly consisted of happy birthday wishes and expressions of excitement towards the prizes. Many members voiced their happiness, including top contributors:

 

Untitled40.pngUntitled41.png

 

The birthday contest not only served as a means to break traffic and registration records, but also as a means of promotion. Even after the contest ended, our traffic continued to increase, justifying our promotional efforts.

 

Untitled46.pngUntitled45.pngUntitled44.pngUntitled43.pngUntitled47.pngUntitled42.png

 

 

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Total ...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:00 PM - last edited on ‎05-03-2016 09:56 AM by Community Content Manager

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Total Community All Star 

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Road to Lithium

 

In 2010, we chose Lithium as our platform provider and launched the Fido Community. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.

 

Around the same time, we launched our Social Support team, offering our customers a new and convenient support option. As such, we began to support and engage our customers on Twitter and Facebook. As our customers grew comfortable with these channels, they began to adopt this new means of social support and the number of followers grew.

 

In 2013, in order to further increase engagement on our social platforms, the scope of support provided in the Community expanded to include discussions on all consumer products and services.

 

Recognizing the need for optimizing responses and better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we found Lithium Social Web (LSW) to be the best option to meet our objectives and in 2014, the Social Support team was transitioned to the LSW platform. The transition proved valuable; giving us access to new functionalities and more insightful reporting.

 

In 2015, the company placed a huge emphasis on the Community and Social Media support, so we went ahead and included multiple enhancements and redesigns, which have proven to have a positive impact on our results. Thanks to the support and insights available through LSW and LSI, our Social Support team was able to consistently offer best-in-class service and deliver a NPS score amongst the highest throughout the company’s customer service channels.

 

When customers activate their Fido service, they receive this email: 

 

Untitled1.png

 

Benefits of Having a Community and LSW

 

Having a Community is no longer a luxury, but a necessity. Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that some traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.

 

In most communities, questions are answered publicly, but our Lithium community allows us to answer our customers in private as well. This is very useful when customers have questions concerning their services or account, requiring us to discuss and exchange sensitive information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.

 

We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.

 

How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.

 

LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.

 Untitled2.png

 

LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!

 

Here are some of the LSW features that help us deliver best in class service:

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner.
  • Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us.
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

Let’s not forget that we also utilize shared dashboards for real time reporting to specific people in the company and our launching a pilot for LSW experts in 2016 to hopefully improve our response time.

 

Our Results

 

LSW has helped us decrease our Community response time to 120 min in 2016 (93% improvement over 2014 and 34% over last year) while increasing our CHI score by 159 points. Our cost savings and call deflection rates continue to increase. In 2015, our customer survey results indicated over $385K in cost savings by deflecting calls from our contact centre. In the first quarter of 2016 alone, our customer surveys have shown we have already surpassed $625K in cost savings, and that is only for the Community.

 

Untitled3.png

Untitled4.png

 

large.png

 

For our Social Media Support, the implementation of LSW allowed us to maintain a response time of 15 minutes throughout 2015. The results from our customer surveys state that we recorded $329K in cost savings and ended 2015 with an NPS of over +60. We also ended the year with a Resolution rate of 90%, ascertaining our Social Support channels as a customer favourite.

 

Additionally, LSW allowed us to keep watch over our volumes and response time when we launched Facebook Messenger as a support channel through our website, and consequently, helped us to earn and keep the “very responsive” badge on Facebook.

 

Untitled5.png

small.png

medium.png

 


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Total Community All Star 

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Road to Lithium

 

In 2010, we chose Lithium as our platform provider and launched the Fido Community. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.

 

Around the same time, we launched our Social Support team, offering our customers a new and convenient support option. As such, we began to support and engage our customers on Twitter and Facebook. As our customers grew comfortable with these channels, they began to adopt this new means of social support and the number of followers grew.

 

In 2013, in order to further increase engagement on our social platforms, the scope of support provided in the Community expanded to include discussions on all consumer products and services.

 

Recognizing the need for optimizing responses and better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we found Lithium Social Web (LSW) to be the best option to meet our objectives and in 2014, the Social Support team was transitioned to the LSW platform. The transition proved valuable; giving us access to new functionalities and more insightful reporting.

 

In 2015, the company placed a huge emphasis on the Community and Social Media support, so we went ahead and included multiple enhancements and redesigns, which have proven to have a positive impact on our results. Thanks to the support and insights available through LSW and LSI, our Social Support team was able to consistently offer best-in-class service and deliver a NPS score amongst the highest throughout the company’s customer service channels.

 

When customers activate their Fido service, they receive this email: 

 

Untitled1.png

 

Benefits of Having a Community and LSW

 

Having a Community is no longer a luxury, but a necessity. Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that some traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.

 

In most communities, questions are answered publicly, but our Lithium community allows us to answer our customers in private as well. This is very useful when customers have questions concerning their services or account, requiring us to discuss and exchange sensitive information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.

 

We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.

 

How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.

 

LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.

 Untitled2.png

 

LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!

 

Here are some of the LSW features that help us deliver best in class service:

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner.
  • Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us.
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

Let’s not forget that we also utilize shared dashboards for real time reporting to specific people in the company and our launching a pilot for LSW experts in 2016 to hopefully improve our response time.

 

Our Results

 

LSW has helped us decrease our Community response time to 120 min in 2016 (93% improvement over 2014 and 34% over last year) while increasing our CHI score by 159 points. Our cost savings and call deflection rates continue to increase. In 2015, our customer survey results indicated over $385K in cost savings by deflecting calls from our contact centre. In the first quarter of 2016 alone, our customer surveys have shown we have already surpassed $625K in cost savings, and that is only for the Community.

 

Untitled3.png

Untitled4.png

 

large.png

 

For our Social Media Support, the implementation of LSW allowed us to maintain a response time of 15 minutes throughout 2015. The results from our customer surveys state that we recorded $329K in cost savings and ended 2015 with an NPS of over +60. We also ended the year with a Resolution rate of 90%, ascertaining our Social Support channels as a customer favourite.

 

Additionally, LSW allowed us to keep watch over our volumes and response time when we launched Facebook Messenger as a support channel through our website, and consequently, helped us to earn and keep the “very responsive” badge on Facebook.

 

Untitled5.png

small.png

medium.png

 

Status:
2016 Lithy Submission

Lithys 2016: TELUS - Support Savings MVP

By JaniceK

Lithys 2016: TELUS - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-26-2016 11:26 AM - last edited on ‎05-03-2016 08:33 AM by Moderator Moderator

Untitled23.pngCompany:  TELUS

Entry submitted by:Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Support Savings MVP

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Reimagining our Social Strategy for Customer Care

 

In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. We paired this team investment with LSW, which we use to listen and engage across Twitter and Facebook, and redesigned how we workgroup and flow potential cases. Most significantly, we also onboarded more teams internally to LSW, including Marketing Communications and PR, enabling better collaboration and swifter auctioning of support opportunities. With the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and LSW campaign and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).

 

Untitled25.png

 

Organizational Efficiency Through LSW

 

Through focused use of LSW and the redefinition of our operational team’s skillsets, we have consolidated a number of job functions within operations from our Marketing Communications team, and have further enabled the collaboration between operations, Marketing Communications, and PR teams. We have enabled efficiencies, reduced hand-offs, and optimized the customer experience by getting support opportunities identified and handled faster, also recognizing that experience and brand conversations often become support opportunities.

 

Leveraging both operations team expertise and the fact that more teams and functions were onboarded to LSW, we were able to further rethink team functions for efficiency, and maximize the value of our new operations team by consolidating some of the functions previously executed on by other teams.

 

Our Q1 2016 Support Savings Results

 

A summary of the benefits realized in Q1 2016:

 

  • $3.6M in annual operational savings
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • > 11,000 Twitter and Facebook conversations and over 30,000 responses sent
  • 80% of Twitter conversations responded to un 35 minutes or less
  • > 1,600 community posts, 90%+ community-created
  • > 330,000 unique community visits
  • 98% customer satisfaction
  • 90% likelihood to recommend TELUS (NPS)
  • 89% likelihood to share experience

Untitled23.pngCompany:  TELUS

Entry submitted by:Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Support Savings MVP

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Reimagining our Social Strategy for Customer Care

 

In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. We paired this team investment with LSW, which we use to listen and engage across Twitter and Facebook, and redesigned how we workgroup and flow potential cases. Most significantly, we also onboarded more teams internally to LSW, including Marketing Communications and PR, enabling better collaboration and swifter auctioning of support opportunities. With the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and LSW campaign and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).

 

Untitled25.png

 

Organizational Efficiency Through LSW

 

Through focused use of LSW and the redefinition of our operational team’s skillsets, we have consolidated a number of job functions within operations from our Marketing Communications team, and have further enabled the collaboration between operations, Marketing Communications, and PR teams. We have enabled efficiencies, reduced hand-offs, and optimized the customer experience by getting support opportunities identified and handled faster, also recognizing that experience and brand conversations often become support opportunities.

 

Leveraging both operations team expertise and the fact that more teams and functions were onboarded to LSW, we were able to further rethink team functions for efficiency, and maximize the value of our new operations team by consolidating some of the functions previously executed on by other teams.

 

Our Q1 2016 Support Savings Results

 

A summary of the benefits realized in Q1 2016:

 

  • $3.6M in annual operational savings
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • > 11,000 Twitter and Facebook conversations and over 30,000 responses sent
  • 80% of Twitter conversations responded to un 35 minutes or less
  • > 1,600 community posts, 90%+ community-created
  • > 330,000 unique community visits
  • 98% customer satisfaction
  • 90% likelihood to recommend TELUS (NPS)
  • 89% likelihood to share experience

Status:
2016 Lithy Finalist

Lithys 2016: TELUS - Total Community All Star

By JaniceK

Lithys 2016: TELUS - Total Community All Star

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-26-2016 11:19 AM - edited ‎05-24-2016 12:05 AM

Untitled23.pngCompany:  TELUS

Entry submitted by: Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Total Community All Star

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Our Road to Lithium

 

In 2010, we began engaging and supporting customers through Twitter, leveraging the opportunity of conversations that customers were already having. We followed their lead going to where they were, wanting to join in the conversation. As this sustained and grew, our organization’s listening/marketing tools no longer sufficed; we needed a toolset focused on conversation and case management. Through 2012 we explored tools across the market, and at the end of 2012, after a very successful pilot, we signed with Lithium for LSW.

 

In 2013, we opened our Facebook wall and established it as an additional customer engagement channel beyond its previous focus of marketing and brand conversation. Additionally, seeing the opportunity to crowdsource knowledge and bring social conversation closer to our own domain, we embarked on a journey to build an on-domain community. After the comparison of several solutions, we selected Lithium, and were able to launch our community forum platform, the TELUS Neighbourhood, eight weeks later. It was augmented with Ideas in 2014 to capture and create conversation around customer concepts and suggestions, as well as with a Blog and Articles (Tribal Knowledge Base) in 2015 to broaden our customer engagement.

 

Everyone Wins with a Total Community

 

Our team strives to create a meaningful social experience for every customer and each interaction. In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. Pairing this team investment with existing LSW capability, the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and LSW campaign and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).

 

Untitled24.png

 

Identifying and listening to customers needs, both through active participation (LSW analytics of Twitter, Facebook, and the TELUS Neighbourhood posting across interaction styles) and passive participation (LSI analytics of most popular on-domain forum content), we gain a deep insight into customer experience needs. With this insight, and leveraging the robust skillset of our social media operations team, we can polish and curate the most desired content in to Articles (our community Tribal Knowledge Base implementation). Then, leveraging the LSW Publishing Beta and other tools, we market and promote that community-inspired/authored content through our established social channels as well as contextually in the course of related support conversations.

 

A key example of this strategy in action was our development and maintenance of a software update schedule. Upon hearing social conversation and having customer concerns expressed, we were made aware of an opportunity to more transparently share the process for and schedule around delivering software updates to mobile devices. We created a Blog post and Article that addressed these needs, and have leveraged them to great success in fielding inquiries and concerns.

 

A second example was the StageFright campaign. When Android customers were vulnerable to the StageFright exploit and it started gaining media attention and driving social conversations, we wanted to get in front of the questions. As such, we rapidly developed an Article about the StageFright vulnerability, leveraging content from users already posting. Customers could then be referred to this not only in social, but via our IVR when phoning in and through a mass text campaign where we promoted the Article and community to all Android device users.

 

This all happens while engaging and supporting customers in near real-time response on Twitter and Facebook. In 2016, we have already supported over 11,000 off-domain social conversations, with over 80% of Twitter responses done in under 35 minutes. This is springboarding off of the over 48,000 conversations we supported in the whole of 2015, and a sign of ongoing engagement.

 

Using Total Community practices internally, we developed a wholly cross-functional working team, combining the strengths and perspectives of the new operations team, our Marketing Communications Team, and Media Relations teams to deliver an entirely aligned experience for key brand initiatives, namely our #ExpectMore campaign, where we drove and contributed to conversation about customer experience. This enabled rapid development of content and responses, both written and in video.

 

To support and grow the on-domain portion of our Total Community, we completed the work on migrating our on-domain custom community in to Lithium responsive, launching it in January 2016. This more reliable, better performing, and more feature-rich implementation of the community has spurred on over 1,600 community posts YTD, a sign of strong growth compared to the 5,889 posts seen in 2015. It should be noted that over 90% of that content is customer-generated (i.e. not moderator or community admin). More exciting than that is that we have already welcomed over 330,000 unique visits so far this year, a more than 28% growth over this same period last year and a strong start as we plan to improve over the 1.33 million total unique visits we enjoyed in 2015.

 

Lastly, we quietly launched our Community Power User (CPU) Program, which more formally enlists and engages our most influential and active community users. Each was presented with a formal welcome package, and has regular live conversations with our community management team, as well as participation with one another in a private CPU community board. While we work to expand and develop a public plan for the program, this launch helps sustain the contributions of three key individuals who contributed 26% of community content in Q1 2016.

 

This integrative total community strategy resonates well with our users. When surveyed in Q1 of 2016, they shared a 98%+ satisfaction rate with their social experience with TELUS and, based on that experience, 90% are likely to to recommend TELUS to friends and family, and 89% are likely to share their social experience. These results are all improved substantially over historical, reflective of the value of our new operational model and integrative total community approach.

 

Quantitatively, this total community approach also serves the business. By serving in social and cultivating content of need to our customers, we are targeting, and are well on track to meet, $3.6M in operational support cost savings through 2016, which continues to grow the value we have realized each year.

 

Our Q1 2016 Total Community Results

 

Harnessing the power of social and our total community strategy, we meet the needs of our customers, we delight them, and we save organizational cost. Win, win, win. A summary of the benefits realized in Q1 2016:

 

  • > 11,000 Twitter and Facebook conversations and over 30,000 responses sent
  • 80% of Twitter conversations responded to in 35 minutes or less
  • > 1,600 community posts, 90%+ community-created
  • > 330,000 unique community visits
  • 98% customer satisfaction
  • 90% likelihood to recommend TELUS (NPS)
  • 89% likelihood to share experience
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annualized operational savings

Untitled23.pngCompany:  TELUS

Entry submitted by: Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Total Community All Star

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Our Road to Lithium

 

In 2010, we began engaging and supporting customers through Twitter, leveraging the opportunity of conversations that customers were already having. We followed their lead going to where they were, wanting to join in the conversation. As this sustained and grew, our organization’s listening/marketing tools no longer sufficed; we needed a toolset focused on conversation and case management. Through 2012 we explored tools across the market, and at the end of 2012, after a very successful pilot, we signed with Lithium for LSW.

 

In 2013, we opened our Facebook wall and established it as an additional customer engagement channel beyond its previous focus of marketing and brand conversation. Additionally, seeing the opportunity to crowdsource knowledge and bring social conversation closer to our own domain, we embarked on a journey to build an on-domain community. After the comparison of several solutions, we selected Lithium, and were able to launch our community forum platform, the TELUS Neighbourhood, eight weeks later. It was augmented with Ideas in 2014 to capture and create conversation around customer concepts and suggestions, as well as with a Blog and Articles (Tribal Knowledge Base) in 2015 to broaden our customer engagement.

 

Everyone Wins with a Total Community

 

Our team strives to create a meaningful social experience for every customer and each interaction. In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. Pairing this team investment with existing LSW capability, the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and LSW campaign and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).

 

Untitled24.png

 

Identifying and listening to customers needs, both through active participation (LSW analytics of Twitter, Facebook, and the TELUS Neighbourhood posting across interaction styles) and passive participation (LSI analytics of most popular on-domain forum content), we gain a deep insight into customer experience needs. With this insight, and leveraging the robust skillset of our social media operations team, we can polish and curate the most desired content in to Articles (our community Tribal Knowledge Base implementation). Then, leveraging the LSW Publishing Beta and other tools, we market and promote that community-inspired/authored content through our established social channels as well as contextually in the course of related support conversations.

 

A key example of this strategy in action was our development and maintenance of a software update schedule. Upon hearing social conversation and having customer concerns expressed, we were made aware of an opportunity to more transparently share the process for and schedule around delivering software updates to mobile devices. We created a Blog post and Article that addressed these needs, and have leveraged them to great success in fielding inquiries and concerns.

 

A second example was the StageFright campaign. When Android customers were vulnerable to the StageFright exploit and it started gaining media attention and driving social conversations, we wanted to get in front of the questions. As such, we rapidly developed an Article about the StageFright vulnerability, leveraging content from users already posting. Customers could then be referred to this not only in social, but via our IVR when phoning in and through a mass text campaign where we promoted the Article and community to all Android device users.

 

This all happens while engaging and supporting customers in near real-time response on Twitter and Facebook. In 2016, we have already supported over 11,000 off-domain social conversations, with over 80% of Twitter responses done in under 35 minutes. This is springboarding off of the over 48,000 conversations we supported in the whole of 2015, and a sign of ongoing engagement.

 

Using Total Community practices internally, we developed a wholly cross-functional working team, combining the strengths and perspectives of the new operations team, our Marketing Communications Team, and Media Relations teams to deliver an entirely aligned experience for key brand initiatives, namely our #ExpectMore campaign, where we drove and contributed to conversation about customer experience. This enabled rapid development of content and responses, both written and in video.

 

To support and grow the on-domain portion of our Total Community, we completed the work on migrating our on-domain custom community in to Lithium responsive, launching it in January 2016. This more reliable, better performing, and more feature-rich implementation of the community has spurred on over 1,600 community posts YTD, a sign of strong growth compared to the 5,889 posts seen in 2015. It should be noted that over 90% of that content is customer-generated (i.e. not moderator or community admin). More exciting than that is that we have already welcomed over 330,000 unique visits so far this year, a more than 28% growth over this same period last year and a strong start as we plan to improve over the 1.33 million total unique visits we enjoyed in 2015.

 

Lastly, we quietly launched our Community Power User (CPU) Program, which more formally enlists and engages our most influential and active community users. Each was presented with a formal welcome package, and has regular live conversations with our community management team, as well as participation with one another in a private CPU community board. While we work to expand and develop a public plan for the program, this launch helps sustain the contributions of three key individuals who contributed 26% of community content in Q1 2016.

 

This integrative total community strategy resonates well with our users. When surveyed in Q1 of 2016, they shared a 98%+ satisfaction rate with their social experience with TELUS and, based on that experience, 90% are likely to to recommend TELUS to friends and family, and 89% are likely to share their social experience. These results are all improved substantially over historical, reflective of the value of our new operational model and integrative total community approach.

 

Quantitatively, this total community approach also serves the business. By serving in social and cultivating content of need to our customers, we are targeting, and are well on track to meet, $3.6M in operational support cost savings through 2016, which continues to grow the value we have realized each year.

 

Our Q1 2016 Total Community Results

 

Harnessing the power of social and our total community strategy, we meet the needs of our customers, we delight them, and we save organizational cost. Win, win, win. A summary of the benefits realized in Q1 2016:

 

  • > 11,000 Twitter and Facebook conversations and over 30,000 responses sent
  • 80% of Twitter conversations responded to in 35 minutes or less
  • > 1,600 community posts, 90%+ community-created
  • > 330,000 unique community visits
  • 98% customer satisfaction
  • 90% likelihood to recommend TELUS (NPS)
  • 89% likelihood to share experience
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annualized operational savings

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Commun...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:27 PM - last edited on ‎05-03-2016 10:06 AM by Community Content Manager

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Community Design of the Year

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Goals

 

Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:

 

  • Redesign our Community in order to enhance the customer experience.
  • Improve functionalities and navigation.
  • Promote growth of the Community through various initiatives and promotional tactics.
  • Optimize the content and increase the useful information for our members.

 

How We Stand Out

 

What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.

 

When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.

 

Untitled22.png 

Untitled23.png

 

We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.

 

Untitled24.pngUntitled25.png

 

In 2015, we completed a redesign of our Gamification strategy.

 

  • Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’.
  • We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.

 

Untitled26.png

b.png

 

We also redesigned all of our notification emails to make sure they were aligned with our branding.

 

Untitled27.png

 

In Q1 of 2016, we introduced a responsive mobile experience.

 

Untitled28.png

 

All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.

 

Designing an Awesome Community

 

In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.

 

Untitled29.png

 

Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.

 

All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!

 

In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.

 

We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.

 

We also used Lithium’s professional services to redesign and launch our badges.

 

Our Success

 

Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.

 

Untitled30.png


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Community Design of the Year

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Goals

 

Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:

 

  • Redesign our Community in order to enhance the customer experience.
  • Improve functionalities and navigation.
  • Promote growth of the Community through various initiatives and promotional tactics.
  • Optimize the content and increase the useful information for our members.

 

How We Stand Out

 

What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.

 

When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.

 

Untitled22.png 

Untitled23.png

 

We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.

 

Untitled24.pngUntitled25.png

 

In 2015, we completed a redesign of our Gamification strategy.

 

  • Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’.
  • We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.

 

Untitled26.png

b.png

 

We also redesigned all of our notification emails to make sure they were aligned with our branding.

 

Untitled27.png

 

In Q1 of 2016, we introduced a responsive mobile experience.

 

Untitled28.png

 

All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.

 

Designing an Awesome Community

 

In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.

 

Untitled29.png

 

Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.

 

All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!

 

In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.

 

We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.

 

We also used Lithium’s professional services to redesign and launch our badges.

 

Our Success

 

Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.

 

Untitled30.png

Status:
2016 Lithy Winner

Lithys 2016: TELUS - Excellence in Customer Satisf...

By JaniceK

Lithys 2016: TELUS - Excellence in Customer Satisfaction

Status: 2016 Lithy Winner
by Lithium Technologies JaniceK ‎04-26-2016 11:24 AM - edited ‎05-21-2016 02:20 PM

Untitled23.pngCompany:  TELUS

Entry submitted by: Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Excellence in Customer Satisfaction

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Putting our Customers First

 

Our top priority since 2010 is putting our customers first. We do this by consistently delivering exceptional client experiences and winning the hearts and minds of Canadians on our journey to become a world leader when it comes to the likelihood that our customers recommend our products, services and people.

 

We know that listening to our customers is an integral part of our Customers First journey and that taking action based on what they say is just as important. Over the years, we’ve worked harder to identify what our customers are looking for and delivered products, services and experiences that met their expectations.

 

Every team member, regardless of their role, has a responsibility to put customers first, which is why we have continued to integrate a Customers First culture across the organization.

 

How We Executed Our Customers First Initiative

 

In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. Pairing this team investment with existing LSW capability, the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).

 

This meant redefining and redesigning the role of social operations, its job description, and its day to day functions. We diligently tested and recruited for this newly redefined role, and have worked with the successful team members to provide them with increased levels of access to and capabilities within both LSW and our community, the TELUS Neighbourhood.

 

Our goal was to create a team rooted in both service and content creation excellence who could look at customer questions as unmet demand for support content, then work to meet that demand with social and crowdsourced content. In doing so, we engage and satisfy our users while saving organizational cost. Through our revamped operational team, their access to content creation, adoption of LSW publishing and campaign capability, and their access to management of and response to Ideas, Blog, and Articles (TKB) conversations, we have effectively realized that goal.

 

A key example of this strategy in action was our development and maintenance of a software update schedule. Upon hearing social conversation and having customer concerns expressed, we were made aware of an opportunity to more transparently share the process for and schedule around delivering software updates to mobile devices. We created a Blog post and Article that addressed these needs, and have leveraged them to great success in fielding inquiries and concerns.

 

A second example was the StageFright campaign. When Android customers were vulnerable to the StageFright exploit and it started gaining media attention and driving social conversations, we wanted to get in front of the questions. As such, we rapidly developed an Article about the StageFright vulnerability, leveraging content from users already posting. Customers could then be referred to this not only in social, but via our IVR when phoning in and through a mass text campaign where we promoted the Article and community to all Android device users.

 

Untitled25.png

 

Our Q1 2016 Success Results

 

A summary of the benefits realized in Q1 2016:

 

  • 98% customer satisfaction
  • 90% likelihood to recommend TELUS (NPS)
  • 89% likelihood to share experience
  • > 11,000 Twitter and Facebook conversations and over 30,000 responses sent
  • 80% of Twitter conversations responded to in 35 minutes or less
  • > 1,600 community posts, 90%+ community-created
  • > 330,000 unique community visits
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annualized operational savings

Untitled23.pngCompany:  TELUS

Entry submitted by: Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Excellence in Customer Satisfaction

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Putting our Customers First

 

Our top priority since 2010 is putting our customers first. We do this by consistently delivering exceptional client experiences and winning the hearts and minds of Canadians on our journey to become a world leader when it comes to the likelihood that our customers recommend our products, services and people.

 

We know that listening to our customers is an integral part of our Customers First journey and that taking action based on what they say is just as important. Over the years, we’ve worked harder to identify what our customers are looking for and delivered products, services and experiences that met their expectations.

 

Every team member, regardless of their role, has a responsibility to put customers first, which is why we have continued to integrate a Customers First culture across the organization.

 

How We Executed Our Customers First Initiative

 

In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. Pairing this team investment with existing LSW capability, the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).

 

This meant redefining and redesigning the role of social operations, its job description, and its day to day functions. We diligently tested and recruited for this newly redefined role, and have worked with the successful team members to provide them with increased levels of access to and capabilities within both LSW and our community, the TELUS Neighbourhood.

 

Our goal was to create a team rooted in both service and content creation excellence who could look at customer questions as unmet demand for support content, then work to meet that demand with social and crowdsourced content. In doing so, we engage and satisfy our users while saving organizational cost. Through our revamped operational team, their access to content creation, adoption of LSW publishing and campaign capability, and their access to management of and response to Ideas, Blog, and Articles (TKB) conversations, we have effectively realized that goal.

 

A key example of this strategy in action was our development and maintenance of a software update schedule. Upon hearing social conversation and having customer concerns expressed, we were made aware of an opportunity to more transparently share the process for and schedule around delivering software updates to mobile devices. We created a Blog post and Article that addressed these needs, and have leveraged them to great success in fielding inquiries and concerns.

 

A second example was the StageFright campaign. When Android customers were vulnerable to the StageFright exploit and it started gaining media attention and driving social conversations, we wanted to get in front of the questions. As such, we rapidly developed an Article about the StageFright vulnerability, leveraging content from users already posting. Customers could then be referred to this not only in social, but via our IVR when phoning in and through a mass text campaign where we promoted the Article and community to all Android device users.

 

Untitled25.png

 

Our Q1 2016 Success Results

 

A summary of the benefits realized in Q1 2016:

 

  • 98% customer satisfaction
  • 90% likelihood to recommend TELUS (NPS)
  • 89% likelihood to share experience
  • > 11,000 Twitter and Facebook conversations and over 30,000 responses sent
  • 80% of Twitter conversations responded to in 35 minutes or less
  • > 1,600 community posts, 90%+ community-created
  • > 330,000 unique community visits
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annualized operational savings

Status:
2016 Lithy Submission

Lithys 2016: TELUS - Community Design of the Year

By JaniceK

Lithys 2016: TELUS - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-26-2016 11:32 AM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled23.pngCompany:  TELUS

Entry submitted by:Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Community Design of the Year

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Our Community Goals

 

Since its launch in 2013, the TELUS Neighbourhood has been focused on providing support content and conversations to users with the goal of offsetting live contact, expanding scope of support through crowdsourced content, and connecting customers more deeply with each other and with TELUS.

 

A Standout Responsive Design

 

The TELUS Neighbourhood employs a very deep digital standards guide developed by TELUS to guide all of our online experiences. In this way, our brand becomes a platform from which all experiences emerge, making our community immediately visually familiar to users.

 

We have employed the use of Lithium responsive (and our own customized approach to responsive before that) to extend that familiar experience across all devices, making an optimized mobile experience and bringing consistency of experience across screen sizes.

 

We leverage digital assets and design to make for a delightful and outcome-oriented community. Our standards make for a very clean presentation with no clutter, the focus being to provide users with what would satisfy their real needs. Some examples are the different navigational elements in place, designed to let our users get to the information they want as quickly as possible, with current and relevant content easily surfaced for the user.

 

How We Built our Custom Redesign

 

In late 2014, to employ brand standards and to match with a newly redesigned telus.com, we built a custom redesign of the Neighbourhood, using the Lithium API to push and pull content with a responsive frontend. While this achieved the use of our digital standards, it came at the cost of a wide number of features and performance. To address this, we became active in the Lithium responsive beta program in mid-2015.

 

In concert with the Lithium team, we undertook a deep inventory of components both operationally in place or desired. Comparing that inventory to the Lithium component set, we developed a plan to marry initial intent to existing components, striking a strong balance between standards, customization, and best practices.

 

We then embarked on a wireframing exercise to lock down the relative position of elements, leveraging the digital standards guide to direct look and feel. Through this, we further identified opportunities to optimize for experience and sustainability while still keeping the spirit of our digital standards adhered to.

 

We released for the first time in January 2016, and have since done a number of subsequent publishes to continue to refine the experience to significantly positive response and engagement from our users.

 

 

TELUS screenshot.png

TELUS screenshot 2.png

 

 

Our Q1 2016 Design Excellence Results

 

A summary of the benefits realized in Q1 2016:

 

  • 28% YoY growth in traffic (comparing Q1 2016 to Q1 2015)
  • > 330,000 unique community visits
  • Over 47% of traffic from mobile/tablet (vs. ~34% mobile traffic in late 2014)
  • 286% growth in kudos given (comparing Q1 2016 to Q1 2015)
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annual operational savings

Untitled23.pngCompany:  TELUS

Entry submitted by:Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Community Design of the Year

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Our Community Goals

 

Since its launch in 2013, the TELUS Neighbourhood has been focused on providing support content and conversations to users with the goal of offsetting live contact, expanding scope of support through crowdsourced content, and connecting customers more deeply with each other and with TELUS.

 

A Standout Responsive Design

 

The TELUS Neighbourhood employs a very deep digital standards guide developed by TELUS to guide all of our online experiences. In this way, our brand becomes a platform from which all experiences emerge, making our community immediately visually familiar to users.

 

We have employed the use of Lithium responsive (and our own customized approach to responsive before that) to extend that familiar experience across all devices, making an optimized mobile experience and bringing consistency of experience across screen sizes.

 

We leverage digital assets and design to make for a delightful and outcome-oriented community. Our standards make for a very clean presentation with no clutter, the focus being to provide users with what would satisfy their real needs. Some examples are the different navigational elements in place, designed to let our users get to the information they want as quickly as possible, with current and relevant content easily surfaced for the user.

 

How We Built our Custom Redesign

 

In late 2014, to employ brand standards and to match with a newly redesigned telus.com, we built a custom redesign of the Neighbourhood, using the Lithium API to push and pull content with a responsive frontend. While this achieved the use of our digital standards, it came at the cost of a wide number of features and performance. To address this, we became active in the Lithium responsive beta program in mid-2015.

 

In concert with the Lithium team, we undertook a deep inventory of components both operationally in place or desired. Comparing that inventory to the Lithium component set, we developed a plan to marry initial intent to existing components, striking a strong balance between standards, customization, and best practices.

 

We then embarked on a wireframing exercise to lock down the relative position of elements, leveraging the digital standards guide to direct look and feel. Through this, we further identified opportunities to optimize for experience and sustainability while still keeping the spirit of our digital standards adhered to.

 

We released for the first time in January 2016, and have since done a number of subsequent publishes to continue to refine the experience to significantly positive response and engagement from our users.

 

 

TELUS screenshot.png

TELUS screenshot 2.png

 

 

Our Q1 2016 Design Excellence Results

 

A summary of the benefits realized in Q1 2016:

 

  • 28% YoY growth in traffic (comparing Q1 2016 to Q1 2015)
  • > 330,000 unique community visits
  • Over 47% of traffic from mobile/tablet (vs. ~34% mobile traffic in late 2014)
  • 286% growth in kudos given (comparing Q1 2016 to Q1 2015)
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annual operational savings

Status:
2016 Lithy Submission

Lithys 2016: du - Excellence in Customer Satisfact...

By JaniceK

Lithys 2016: du - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 06:07 PM - last edited on ‎05-03-2016 08:24 AM by Moderator Moderator

Untitled6.pngCompany: du

Contact: Samya Chahin (Director Digital Self Service)

Community: du Community

Lithy category: Excellence in Customer Satisfaction

 

About our team: Digital Business

Our goal is to drive the digital revolution for our customers and our business. We will do this by offering a seamless, excellent experience across all our digital channels, as well as finding smarter digital solutions that offer the greatest value.

 

About du

du started operating in 2007, offering mobile and fixed telephony, broadband connectivity and IPTV services. Today, we serve more than 7.5 million individual customers and over 80,000 businesses in the UAE. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.

 

Our customer satisfaction initiatives 

We see all of our digital channels, including du Community, as an opportunity to improve customer satisfaction. Our aim is to set the standard for service providers in the UAE by giving customers the best experience online. 2015 was a period of intense investment in our digital channels to improve customer satisfaction, take away pain points and reduce the need to queue in stores or at our call centres:

Revamping our online self-service channel ‘My Account’ – to offer 50+ online self-service features – resulting in 25% increase in users in just six months:

  • Added flexibility – quick and easy way to change plans
  • Greater transparency – view payment and usage history
  • Trouble shooting – allowing customers better manage spending and resolve queries
  • Only UAE telecom to allow customers to renew personal ID online – previously customers had to queue in store to renew ID in person to comply with the country’s strict ‘My Number My Identity’ requirements.

 

Offered queue jumping service on du App

We’ve reduced their waiting time in du stores by allowing customers to forward book appointments on du App. Customers can book appointments up to two hours before visiting a du store and ensure they’re next to be seen on arrival – minimizing their wait time. Nearly 12K customers saved time using the service in the first 3 months.

 

du App revamp

A major revamp of du App added new functionalities and a vastly improved user experience as it moved from hybrid to native. This resulted in a 37% increase in downloads of the du App – encouraging customers to switch to a more convenient way of paying for and managing their services.

 

Positive customer satisfaction indicators from our digital initiatives in 2015

 

Untitled7.png

 

The most  important customer issue we  were looking to solve via  Lithium implementation

 

Untitled8.png

 

We want our customers to spend time on the things that matter most to them, not queueing in our stores or on the phone to our call centers. Like any major service provider we experience an unnecessarily high volume of customers visiting, these channels which is a good spend neither of their time, or efficient operationally for our business. Our Community allows us to remedy this problem by solving basic problems for customers.

 

We also believe communities build trust between brands and people. Engage in two-way conversations with our customers is essential to building relationships with them. Our Community allows us to be more open as an organization, listen to our customers, help them and act on their advice to improve service and drive innovation.

 

Untitled9.png

 

In 2015 the main focus for us was to understand community’s member need and to encourage community to help each other and make it easier for them to find solutions. We believe word of mouth is key to spread trust with du and the Community is the ideal place for this.

 

Untitled10.png

 

Results:

Community is giving the opportunity to du employees to interact with customers directly, in a less formal way, which facilitates better discussion and shows we are more open as a brand. This gives us a deeper understanding of their needs and accordingly improve our services as per customer expectation. We are now starting an ‘ask the experts programme’ with leaders in our organization facing live questions on the community.

 

Compared to 2014, we observed an increase of completed registrations by 84% and an increase of unique visits by 207% by end of 2015 – indicating value to our customers.

Untitled11.png

 

The idea section in the Community proved very successful. This gave customers an opportunity to share ideas, observations and suggestions for improvements. A dedicated team have been assigned to look into over 100 ideas shared, with 35% likely to be taken forward to fulfill the customers needs.

 

These ideas also contribute to the Ruler of Dubai’s vision for the city to be the happiest in the world. The team assigned to Community team also share the responsibility of working with the eGovernment smart initiative to collect from the public ideas and comments to participate in building the future of Dubai. This helps maximize the value of each idea shared.

 

a.png

 

Our metrics

Since we launched du Community, our customer contact base measure, which presents the number of customer complaints received through shops and contact centers versus subscriber base has decreased from December 2014 to December 2015 by 5%.

 

Untitled12.png

 

NPS scores for online channels:

 

Untitled14.pngUntitled13.png

 

The first Community value analytics report resulted in an impressive satisfaction result compared to similar telcos:

 

  • 83% come to the community to search for information
  • 59% found the information they are looking for on the Community
  • 33% would call support, 14% would go to the store & 13% would post on Community their question if they can’t find an answer
  • 53% would recommend Community to friends

 

du Community stands at the top when benchmarked with communities of top 4 global communication service providers (CSP) for on customer satisfaction.

 

Untitled15.png

Source of top 4 CSP: Lithium December 2015

 

 

 


Untitled6.pngCompany: du

Contact: Samya Chahin (Director Digital Self Service)

Community: du Community

Lithy category: Excellence in Customer Satisfaction

 

About our team: Digital Business

Our goal is to drive the digital revolution for our customers and our business. We will do this by offering a seamless, excellent experience across all our digital channels, as well as finding smarter digital solutions that offer the greatest value.

 

About du

du started operating in 2007, offering mobile and fixed telephony, broadband connectivity and IPTV services. Today, we serve more than 7.5 million individual customers and over 80,000 businesses in the UAE. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.

 

Our customer satisfaction initiatives 

We see all of our digital channels, including du Community, as an opportunity to improve customer satisfaction. Our aim is to set the standard for service providers in the UAE by giving customers the best experience online. 2015 was a period of intense investment in our digital channels to improve customer satisfaction, take away pain points and reduce the need to queue in stores or at our call centres:

Revamping our online self-service channel ‘My Account’ – to offer 50+ online self-service features – resulting in 25% increase in users in just six months:

  • Added flexibility – quick and easy way to change plans
  • Greater transparency – view payment and usage history
  • Trouble shooting – allowing customers better manage spending and resolve queries
  • Only UAE telecom to allow customers to renew personal ID online – previously customers had to queue in store to renew ID in person to comply with the country’s strict ‘My Number My Identity’ requirements.

 

Offered queue jumping service on du App

We’ve reduced their waiting time in du stores by allowing customers to forward book appointments on du App. Customers can book appointments up to two hours before visiting a du store and ensure they’re next to be seen on arrival – minimizing their wait time. Nearly 12K customers saved time using the service in the first 3 months.

 

du App revamp

A major revamp of du App added new functionalities and a vastly improved user experience as it moved from hybrid to native. This resulted in a 37% increase in downloads of the du App – encouraging customers to switch to a more convenient way of paying for and managing their services.

 

Positive customer satisfaction indicators from our digital initiatives in 2015

 

Untitled7.png

 

The most  important customer issue we  were looking to solve via  Lithium implementation

 

Untitled8.png

 

We want our customers to spend time on the things that matter most to them, not queueing in our stores or on the phone to our call centers. Like any major service provider we experience an unnecessarily high volume of customers visiting, these channels which is a good spend neither of their time, or efficient operationally for our business. Our Community allows us to remedy this problem by solving basic problems for customers.

 

We also believe communities build trust between brands and people. Engage in two-way conversations with our customers is essential to building relationships with them. Our Community allows us to be more open as an organization, listen to our customers, help them and act on their advice to improve service and drive innovation.

 

Untitled9.png

 

In 2015 the main focus for us was to understand community’s member need and to encourage community to help each other and make it easier for them to find solutions. We believe word of mouth is key to spread trust with du and the Community is the ideal place for this.

 

Untitled10.png

 

Results:

Community is giving the opportunity to du employees to interact with customers directly, in a less formal way, which facilitates better discussion and shows we are more open as a brand. This gives us a deeper understanding of their needs and accordingly improve our services as per customer expectation. We are now starting an ‘ask the experts programme’ with leaders in our organization facing live questions on the community.

 

Compared to 2014, we observed an increase of completed registrations by 84% and an increase of unique visits by 207% by end of 2015 – indicating value to our customers.

Untitled11.png

 

The idea section in the Community proved very successful. This gave customers an opportunity to share ideas, observations and suggestions for improvements. A dedicated team have been assigned to look into over 100 ideas shared, with 35% likely to be taken forward to fulfill the customers needs.

 

These ideas also contribute to the Ruler of Dubai’s vision for the city to be the happiest in the world. The team assigned to Community team also share the responsibility of working with the eGovernment smart initiative to collect from the public ideas and comments to participate in building the future of Dubai. This helps maximize the value of each idea shared.

 

a.png

 

Our metrics

Since we launched du Community, our customer contact base measure, which presents the number of customer complaints received through shops and contact centers versus subscriber base has decreased from December 2014 to December 2015 by 5%.

 

Untitled12.png

 

NPS scores for online channels:

 

Untitled14.pngUntitled13.png

 

The first Community value analytics report resulted in an impressive satisfaction result compared to similar telcos:

 

  • 83% come to the community to search for information
  • 59% found the information they are looking for on the Community
  • 33% would call support, 14% would go to the store & 13% would post on Community their question if they can’t find an answer
  • 53% would recommend Community to friends

 

du Community stands at the top when benchmarked with communities of top 4 global communication service providers (CSP) for on customer satisfaction.

 

Untitled15.png

Source of top 4 CSP: Lithium December 2015

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Social...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Social ROI Titan

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:09 PM - last edited on ‎05-03-2016 09:58 AM by Community Content Manager

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Social ROI Titan

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Community and LSW goals for 2015

 

Our goals were to:

 

  • Redesign the customer experience
  • Grow our channels, while improving our response time
  • Increase cost savings by deflecting contacts from our customer service channels
  • Optimize how we treat customer service requests on our Social Media channels

 

Areas of focus

 

We placed emphasis on the optimization of the Community as both a self-serve peer to peer support tool, and as a channel for Customer Service. The redesign of the Community was necessary in order to increase the traffic flow by attracting more customers to the Community, consequently reducing contacts to our customer service channels and reducing the associated costs.

 

We also revised our Social Media practices and built on our 2014 implementation of LSW, which allowed us to better control our response time by improving how we manage our incoming customer requests, in both volume and priority.

 

Once our Social Media support process was optimized and the Community redesigned, we turned our efforts towards promotion.

 

Our promotional tactics for the Community included advertisements:

  • On our Social Media channels (2.8M people reached in 2015 on FB alone),
  • On our website,
  • Through emails to customers,
  • Through other customer service channels (phone, chat, IVR),
  • Via internal promotion (newsletters, presentations…).

 

For the promotion of our Social Media support channels, we included a mention:

  • On our website’s Contact us page,
  • On our Social channels,
  • Through emails to customers
  • Through other customer service channels (phone, chat, IVR)

 

We worked hand in hand with Lithium, as well as with other internal departments, in order to redesign the Community, enhance our use of LSW, and maximize the outcomes of our promotional efforts.

 

Here’s an example of the Community/Social Media email that is sent to new customers:

Untitled10.png

 

LSW, the Super Tool

 

LSW has proven to be the ideal tool to help us achieve our cost-saving goals. Not only is it essential to our internal support process, it has changed the way we work with our customers, both on Social channels and on the Community. Here are just a few examples to demonstrate how LSW has reshaped our operations:

 

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • Community moderation and PM: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Knowledge Base: Another incredible LSW feature. We use it to promote the Community on Social Media, as well as for useful links on our website.
  • Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…Thanks to Analytics, we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner.
  • Tags: Tagging conversations gives us better business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction.
  • Rules and Routing: Through key words, we can proactively engage and offer help to people who talking about us but aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provide a better customer experience.
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

Our Results

 

The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless and incredibly effective.

 

Community

 

In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and recorded a 44% increase in Community member registrations. We ended the year with a CHI 159 points higher than in 2014, and based on the information from our customer surveys, we registered over $385K worth in call deflections from our contact centres. Our Solution views increased by a massive 323%. For our first quarter in 2016, the information derived from our customer surveys indicate over $645K in call savings.

 

Untitled12.png

Untitled11.png

 

Social Media Support

 

For our Social Media Support channels, we recorded over $325K in cost savings, again based on the information from our customer surveys. We also reduced our response time by 87%, and merited an NPS score of over +60 at year’s end. For our first quarter in 2016, we’ve already registered over $110K in cost savings.

 

Untitled13.png

Untitled14.png

 

 


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Social ROI Titan

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Community and LSW goals for 2015

 

Our goals were to:

 

  • Redesign the customer experience
  • Grow our channels, while improving our response time
  • Increase cost savings by deflecting contacts from our customer service channels
  • Optimize how we treat customer service requests on our Social Media channels

 

Areas of focus

 

We placed emphasis on the optimization of the Community as both a self-serve peer to peer support tool, and as a channel for Customer Service. The redesign of the Community was necessary in order to increase the traffic flow by attracting more customers to the Community, consequently reducing contacts to our customer service channels and reducing the associated costs.

 

We also revised our Social Media practices and built on our 2014 implementation of LSW, which allowed us to better control our response time by improving how we manage our incoming customer requests, in both volume and priority.

 

Once our Social Media support process was optimized and the Community redesigned, we turned our efforts towards promotion.

 

Our promotional tactics for the Community included advertisements:

  • On our Social Media channels (2.8M people reached in 2015 on FB alone),
  • On our website,
  • Through emails to customers,
  • Through other customer service channels (phone, chat, IVR),
  • Via internal promotion (newsletters, presentations…).

 

For the promotion of our Social Media support channels, we included a mention:

  • On our website’s Contact us page,
  • On our Social channels,
  • Through emails to customers
  • Through other customer service channels (phone, chat, IVR)

 

We worked hand in hand with Lithium, as well as with other internal departments, in order to redesign the Community, enhance our use of LSW, and maximize the outcomes of our promotional efforts.

 

Here’s an example of the Community/Social Media email that is sent to new customers:

Untitled10.png

 

LSW, the Super Tool

 

LSW has proven to be the ideal tool to help us achieve our cost-saving goals. Not only is it essential to our internal support process, it has changed the way we work with our customers, both on Social channels and on the Community. Here are just a few examples to demonstrate how LSW has reshaped our operations:

 

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • Community moderation and PM: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Knowledge Base: Another incredible LSW feature. We use it to promote the Community on Social Media, as well as for useful links on our website.
  • Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…Thanks to Analytics, we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner.
  • Tags: Tagging conversations gives us better business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction.
  • Rules and Routing: Through key words, we can proactively engage and offer help to people who talking about us but aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provide a better customer experience.
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

Our Results

 

The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless and incredibly effective.

 

Community

 

In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and recorded a 44% increase in Community member registrations. We ended the year with a CHI 159 points higher than in 2014, and based on the information from our customer surveys, we registered over $385K worth in call deflections from our contact centres. Our Solution views increased by a massive 323%. For our first quarter in 2016, the information derived from our customer surveys indicate over $645K in call savings.

 

Untitled12.png

Untitled11.png

 

Social Media Support

 

For our Social Media Support channels, we recorded over $325K in cost savings, again based on the information from our customer surveys. We also reduced our response time by 87%, and merited an NPS score of over +60 at year’s end. For our first quarter in 2016, we’ve already registered over $110K in cost savings.

 

Untitled13.png

Untitled14.png

 

 

Status:
2016 Lithy Finalist

Lithys 2016: Fido (Rogers Communications) - Suppo...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Support Savings MVP

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-28-2016 03:21 PM - last edited on ‎05-03-2016 10:00 AM by Community Content Manager

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Support Savings MVP

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Meeting Our Business Goals                   

 

Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that a lot of traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.

 

In most communities, questions are answered publicly, but on our Community we answer our customers in private as well. This is very useful for when customers have questions concerning their services or account, requiring us to discuss and exchange confidential information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.

 

We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.

 

How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.

 

LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.

LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!

Here are some of the LSW features that help us deliver best in class service:

 

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner.
  • Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

 

Changing How We Operate

 

Based on our target market, the Fido brand's main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of searchable information/solutions.

 

We are changing how we use the Community as a means of communication with our customers. We now use the community to inform customers about useful information which can reduce contacts to our other channels. We now inform our customers of upcoming software updates, known issues, etc. directly on the Community, and proactively refer them to the Community to increase our support savings. Amongst other initiatives our contact centres send our customers links to useful articles found in the Community, as opposed to spending considerable amounts of time over the phone discussing what a simple short and visual article can explain. Talk about versatility.

 

In the past, people would call, chat, and message us for updates and questions, but now all they need to do is visit the Community. If we know something’s up, we’ll post about it in the Community and let everyone know that we’ll update it as soon as we receive any news. So no need to contact us.

 

 Our Results

 

The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless, stable and incredibly effective.

 

Community

 

In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and based on the information from our customer surveys we registered over $385K worth in call deflection savings from our contact centres. For our first quarter in 2016, our surveys are already indicating over $645K in cost savings.

 

Untitled18.png

Untitled19.png

 

Social Media Support

 

For our Social Media Support channels, we recorded over $325K in cost savings based on the information from our customer surveys. We also reduced our response time by 87%. For our first quarter in 2016, we’ve already registered over $110K in call savings.

 

Untitled20.png

Untitled21.png


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Support Savings MVP

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Meeting Our Business Goals                   

 

Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that a lot of traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.

 

In most communities, questions are answered publicly, but on our Community we answer our customers in private as well. This is very useful for when customers have questions concerning their services or account, requiring us to discuss and exchange confidential information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.

 

We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.

 

How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.

 

LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.

LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!

Here are some of the LSW features that help us deliver best in class service:

 

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner.
  • Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.  
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

 

Changing How We Operate

 

Based on our target market, the Fido brand's main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of searchable information/solutions.

 

We are changing how we use the Community as a means of communication with our customers. We now use the community to inform customers about useful information which can reduce contacts to our other channels. We now inform our customers of upcoming software updates, known issues, etc. directly on the Community, and proactively refer them to the Community to increase our support savings. Amongst other initiatives our contact centres send our customers links to useful articles found in the Community, as opposed to spending considerable amounts of time over the phone discussing what a simple short and visual article can explain. Talk about versatility.

 

In the past, people would call, chat, and message us for updates and questions, but now all they need to do is visit the Community. If we know something’s up, we’ll post about it in the Community and let everyone know that we’ll update it as soon as we receive any news. So no need to contact us.

 

 Our Results

 

The integration of LSW as our primary Social Media and Community customer response tool proved to be seamless, stable and incredibly effective.

 

Community

 

In 2015 alone, we successfully reduced our Community response time by 93% compared to 2014, and based on the information from our customer surveys we registered over $385K worth in call deflection savings from our contact centres. For our first quarter in 2016, our surveys are already indicating over $645K in cost savings.

 

Untitled18.png

Untitled19.png

 

Social Media Support

 

For our Social Media Support channels, we recorded over $325K in cost savings based on the information from our customer surveys. We also reduced our response time by 87%. For our first quarter in 2016, we’ve already registered over $110K in call savings.

 

Untitled20.png

Untitled21.png

Status:
2016 Lithy Submission

Lithys 2016: Orange Espagne SAU - Marketing Champi...

By JaniceK

Lithys 2016: Orange Espagne SAU - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-05-2016 05:28 PM - last edited on ‎05-03-2016 08:42 AM by Moderator Moderator

2000px-Orange_logo.svg.pngCompany:  Orange Espagne SAU

Entry submitted by: Daniel López Nieto (SocialMedia/Customer Care)

Community: Orange Community

Lithy category:  Marketing Champion

 

Spain is the second market in importance for Orange Group, one of the most prominent telecom companies in the world, with more than 263 million clients during 2015.

 

Through different brands – Orange itself, newly acquired Jazztel, amena and Simyo, we have the trust of more than 19 million clients in Spain making daily use of our fixed and mobile services as well as TV.

 

Our unique promotion and goal 

 

Organization of the offline “Event for superusers”, a meeting in the Orange Spain offices. The goals were:

 

  • Personally meet the most active users of the Orange Community.
  • Show them the way we work daily on the Community.
  • Get feedback and ideas to improve.

 

The event, that lasted a whole day, included talks of agents and community managers of the Orange Community, talks of directors of different areas of the company, an award ceremony for superusers and a focus group session to gather feedback for improvement.

 

The event also included an informal lunch in a restaurant in Madrid, as a way of bonding with the users, where everyone expressed their love for the event and encouraged us to repeat it on a frequent basis.

 

Our strategy and tactics for our community 

 

The marketing campaign began with a gamification strategy to encourage participation of the Community users. We also encouraged them to register and participate in the Community through the different social media profiles of Orange. The gamification program was based on the challenge to obtain different medals for those with active participation. Four types of superusers were established:

  • Solucionadores (or Solvers): They resolve doubts and problems of the community users.
  • Friendly: Constant participation, always positive, in the different categories of the community.
  • Master Tekkies: Expert users in different áreas (smartphone tricks, gadget and mobile reviews, etc.).
  • Shopping Assistant: They recommend the most adequate tariff, Smartphone or offer to those clients in need of a certain product.

 

Untitled17.png

 

Users under these roles were recognized with customized medals that appeared in their profiles. Also, their participation was shown publicly in the community rankings.

 

Untitled18.pngUntitled19.png

 

Once they were identified, we created a private fórum only for superusers, where they receive the latest news about the Company and we offer them to be beta testers of some of our products.

 

Untitled20.png

 

After several months of constant activity in the private fórum, the superusers were contacted individually to invite them to the “Orange Superusers” event in Madrid. During the event, they received an award for their hard work on the community, a pack containing different Orange products, including a Smartphone.

 

They also had the opportunity to give a little thank you speech where everybody attended: superusers, directors of the company and the team in charge of the communities.

 

Untitled21.pngUntitled22.png

Untitled23.pngUntitled24.pngUntitled25.pngUntitled26.png

 

After the event, both External and Internal Communications created press notes and other communication published in several media and social networks.

 

Untitled27.png

 

 

Since then, the activity of the superusers increased, and it is actually themselves who promote other users to be a future superuser of the community. They have asked us to repeat the event in the near future.

 

Our results

 

The event was a total success, almost all of the superusers came to Madrid from different cities in Spain, some from as far as the isle of Ibiza. Engagement has improved (posts, problem solving, kudos…) and some of the ideas and suggestions from the event are now in practice.

 

Everyone that attended (superusers and company employees) published afterwards positive messages in their Twitter and Facebook profiles. And Orange sent an internal note to all employees detailing the marketing action that took place.

 

Untitled28.png

 


2000px-Orange_logo.svg.pngCompany:  Orange Espagne SAU

Entry submitted by: Daniel López Nieto (SocialMedia/Customer Care)

Community: Orange Community

Lithy category:  Marketing Champion

 

Spain is the second market in importance for Orange Group, one of the most prominent telecom companies in the world, with more than 263 million clients during 2015.

 

Through different brands – Orange itself, newly acquired Jazztel, amena and Simyo, we have the trust of more than 19 million clients in Spain making daily use of our fixed and mobile services as well as TV.

 

Our unique promotion and goal 

 

Organization of the offline “Event for superusers”, a meeting in the Orange Spain offices. The goals were:

 

  • Personally meet the most active users of the Orange Community.
  • Show them the way we work daily on the Community.
  • Get feedback and ideas to improve.

 

The event, that lasted a whole day, included talks of agents and community managers of the Orange Community, talks of directors of different areas of the company, an award ceremony for superusers and a focus group session to gather feedback for improvement.

 

The event also included an informal lunch in a restaurant in Madrid, as a way of bonding with the users, where everyone expressed their love for the event and encouraged us to repeat it on a frequent basis.

 

Our strategy and tactics for our community 

 

The marketing campaign began with a gamification strategy to encourage participation of the Community users. We also encouraged them to register and participate in the Community through the different social media profiles of Orange. The gamification program was based on the challenge to obtain different medals for those with active participation. Four types of superusers were established:

  • Solucionadores (or Solvers): They resolve doubts and problems of the community users.
  • Friendly: Constant participation, always positive, in the different categories of the community.
  • Master Tekkies: Expert users in different áreas (smartphone tricks, gadget and mobile reviews, etc.).
  • Shopping Assistant: They recommend the most adequate tariff, Smartphone or offer to those clients in need of a certain product.

 

Untitled17.png

 

Users under these roles were recognized with customized medals that appeared in their profiles. Also, their participation was shown publicly in the community rankings.

 

Untitled18.pngUntitled19.png

 

Once they were identified, we created a private fórum only for superusers, where they receive the latest news about the Company and we offer them to be beta testers of some of our products.

 

Untitled20.png

 

After several months of constant activity in the private fórum, the superusers were contacted individually to invite them to the “Orange Superusers” event in Madrid. During the event, they received an award for their hard work on the community, a pack containing different Orange products, including a Smartphone.

 

They also had the opportunity to give a little thank you speech where everybody attended: superusers, directors of the company and the team in charge of the communities.

 

Untitled21.pngUntitled22.png

Untitled23.pngUntitled24.pngUntitled25.pngUntitled26.png

 

After the event, both External and Internal Communications created press notes and other communication published in several media and social networks.

 

Untitled27.png

 

 

Since then, the activity of the superusers increased, and it is actually themselves who promote other users to be a future superuser of the community. They have asked us to repeat the event in the near future.

 

Our results

 

The event was a total success, almost all of the superusers came to Madrid from different cities in Spain, some from as far as the isle of Ibiza. Engagement has improved (posts, problem solving, kudos…) and some of the ideas and suggestions from the event are now in practice.

 

Everyone that attended (superusers and company employees) published afterwards positive messages in their Twitter and Facebook profiles. And Orange sent an internal note to all employees detailing the marketing action that took place.

 

Untitled28.png

 

Status:
2016 Lithy Submission

Lithys 2016: Telekom Deutschland GmbH - Support Sa...

By JaniceK

Lithys 2016: Telekom Deutschland GmbH - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎05-01-2016 11:44 AM - edited ‎05-04-2016 11:39 AM

Untitled18.pngCompany: Telekom Deutschland GmbH

Contact: Eva Heinrichs (Platform Owner Telekom hilft Community)

Community: Telekom hilft Community

Lithy category:  Support Savings MVP

 

Following our slogan “life is for sharing” Telekom Deutschland GmbH offers innovative products and services connecting people all over the word. Customers should be given easy access to the world of telephone, Internet, Internet TV and cloud services. As a telecommunications provider, it is Telekom's goal to enable this by providing the best possible communications and IT services. Meaning Telekom customers can enjoy the "life is for sharing" experience anytime, any place.

 

Telekom hilft Community, Europe’s largest telco community, is a pillar of Deutsche Telekom’s customer care -for both consumer and business customers. The focus is on support, but also leveraging product feedback and co-creation.

 

Our three pillars to leverage the community for support excellence

 

Established in 2014 we bundled three legacy forums to Telekom hilft Community to foster the peer-to-peer “customers help customers” concept. Steadily growing, the community has >550.000 registered users (growth of 50% since 2014). To enhance the involvement of our most active super users producing >50% of all content, we are using gamification elements. Furthermore the closed user group “Community Guides” with advanced editing rights enables us to gain customer insights for the platform development. Additionally, we also launched the closed user group “Telekom hilft Lab” connecting product managers with customers to develop and evaluate current as well as future products and services.

 

Telekom Austria twitter.png

Title: Participants of the Community Manager Guides event with the superusers of Telekom hilft Community

 

Untitled20.png

Title: Example of promotion on Facebook for our CUG “Telekom hilft Lab”

 

Telekom hilft Community enables us to increase our permeability and customer proximity by facilitating involvement in closed user groups. Participation of super users and active listeners helps Deutsche Telekom to gain valuable customer insights. The project PM@ThC (product manager at Telekom hilft Community) helps for example product managers to receive precious feedback and also users to get profound answers from experts. The close relationship between customers and Deutsche Telekom’s employees has even effect on 3rd party support, such as shorter on-site technical support time. These insights are communicated to the management board and are part of our early-warning system.

 

Recognizing the changing user behavior, a relaunch in 2015 included a responsive design to increase traffic of mobile phones and tablets, which now accounts for up to 30% of our overall traffic. Additionally, we integrated Telekom hilft Community in other DT websites such as Telekom eShop and help portal. They include a search widget, a service tab and customized landing pages informing about the Telekom hilft Community. Auto suggestions help customers to find relevant content and enrich the problem solving or buying process at all stages. Relevant discussion feeds were posted on Deutsche Telekom’s social media channels, enabling the community team to enrich their content and link to Telekom hilft Community by using synergies between the different platforms.

 

Untitled21.png

Title: Example of integration within geschaeftskunden.telekom.de via service tab

 

Telekom Austria 2.png

Title: Example of seamless integration of community posts within search results of other portals

 

Untitled23.png

Title: Example of a posting at Deutsche Telekom’s social media channels from the Telekom hilft Community: Why do my incoming calls always end directly on my mailbox?

 

The community’s impact on our customer care organization

 

Community Management is the new Service: By linking Community solutions on other social media channels, we are constantly promoting Telekom hilft Community. By doing so, we are increasing the relevance of our “user to user” centric platform. Adapting to the new business environment, customer service focuses now more on community management instead of just answering questions. Due to the community focused activities, we improved the solution rate within the community from 25% to 35% year to date.

 

Facilitating the permeability and customer proximity, the success of Telekom hilft Community is influencing the online strategy of Deutsche Telekom i.e. user generated content cements the reputation of Deutsche Telekom as a customer-centric company. Furthermore, providing a strong external reputation affects the employees who have learnt about the value of Telekom hilft Community and strengthen it through blog entries on blog.telekom.de.

 

Introducing new use cases steadily, we start social commerce with ratings and reviews at the business customers’ eShop to foster product recommendations and to assist in the buying process by giving additional information. By doing so, gamification elements motivate users to rate products while other users award those ratings with kudos. This encourages the overall community building of Telekom hilft Community.

Telekom Austria 3.png

Title: Example of integration of ratings & reviews in business customers shop on geschaeftskunden.telekom.de

 

How we became leader in service through customer satisfaction and operational efficiency

 

Deutsche Telekom pursues a quality leadership strategy in the German market. Therefore customer satisfaction is an important part of the overall strategy. We believe that happy customers share their experiences just as troubled customers ask for help. 80% of the questions in the community are answered by other community members, mostly happy customers. Telekom support colleagues answer only 20% of the questions.

 

A recent survey by a big German business magazine, Focus Money, confirmed the leading role of Deutsche Telekom: The best online service across industries in Germany is provided by Deutsche Telekom. As Focus Money also says, “Telekom hilft” is rated as a most likeable service brand in Germany.

 

Telekom Austria 4.png

Title: Gero Niemayer, managing director customer service Telekom Deutschland, proudly presents Focus Money survey results on Twitter

 

Telekom hilft Community attracts on average approximately 1.6m unique visitors each month – trending up 22% on year to year comparison. Based on a 35% solution rate, we assume that >350,000 calls can be avoided per month. In addition to the value of deflected calls, we take advantage of priceless value from customer insights and increased reputation for Deutsche Telekom.

 

Before Telekom hilft Community started, Deutsche Telekom offered three different online platforms. Migrated and consolidated to one platform, Lithium helps us to streamline customer service and the IT landscape as well as to enhance usability and the user journey for our customers.

 


Untitled18.pngCompany: Telekom Deutschland GmbH

Contact: Eva Heinrichs (Platform Owner Telekom hilft Community)

Community: Telekom hilft Community

Lithy category:  Support Savings MVP

 

Following our slogan “life is for sharing” Telekom Deutschland GmbH offers innovative products and services connecting people all over the word. Customers should be given easy access to the world of telephone, Internet, Internet TV and cloud services. As a telecommunications provider, it is Telekom's goal to enable this by providing the best possible communications and IT services. Meaning Telekom customers can enjoy the "life is for sharing" experience anytime, any place.

 

Telekom hilft Community, Europe’s largest telco community, is a pillar of Deutsche Telekom’s customer care -for both consumer and business customers. The focus is on support, but also leveraging product feedback and co-creation.

 

Our three pillars to leverage the community for support excellence

 

Established in 2014 we bundled three legacy forums to Telekom hilft Community to foster the peer-to-peer “customers help customers” concept. Steadily growing, the community has >550.000 registered users (growth of 50% since 2014). To enhance the involvement of our most active super users producing >50% of all content, we are using gamification elements. Furthermore the closed user group “Community Guides” with advanced editing rights enables us to gain customer insights for the platform development. Additionally, we also launched the closed user group “Telekom hilft Lab” connecting product managers with customers to develop and evaluate current as well as future products and services.

 

Telekom Austria twitter.png

Title: Participants of the Community Manager Guides event with the superusers of Telekom hilft Community

 

Untitled20.png

Title: Example of promotion on Facebook for our CUG “Telekom hilft Lab”

 

Telekom hilft Community enables us to increase our permeability and customer proximity by facilitating involvement in closed user groups. Participation of super users and active listeners helps Deutsche Telekom to gain valuable customer insights. The project PM@ThC (product manager at Telekom hilft Community) helps for example product managers to receive precious feedback and also users to get profound answers from experts. The close relationship between customers and Deutsche Telekom’s employees has even effect on 3rd party support, such as shorter on-site technical support time. These insights are communicated to the management board and are part of our early-warning system.

 

Recognizing the changing user behavior, a relaunch in 2015 included a responsive design to increase traffic of mobile phones and tablets, which now accounts for up to 30% of our overall traffic. Additionally, we integrated Telekom hilft Community in other DT websites such as Telekom eShop and help portal. They include a search widget, a service tab and customized landing pages informing about the Telekom hilft Community. Auto suggestions help customers to find relevant content and enrich the problem solving or buying process at all stages. Relevant discussion feeds were posted on Deutsche Telekom’s social media channels, enabling the community team to enrich their content and link to Telekom hilft Community by using synergies between the different platforms.

 

Untitled21.png

Title: Example of integration within geschaeftskunden.telekom.de via service tab

 

Telekom Austria 2.png

Title: Example of seamless integration of community posts within search results of other portals

 

Untitled23.png

Title: Example of a posting at Deutsche Telekom’s social media channels from the Telekom hilft Community: Why do my incoming calls always end directly on my mailbox?

 

The community’s impact on our customer care organization

 

Community Management is the new Service: By linking Community solutions on other social media channels, we are constantly promoting Telekom hilft Community. By doing so, we are increasing the relevance of our “user to user” centric platform. Adapting to the new business environment, customer service focuses now more on community management instead of just answering questions. Due to the community focused activities, we improved the solution rate within the community from 25% to 35% year to date.

 

Facilitating the permeability and customer proximity, the success of Telekom hilft Community is influencing the online strategy of Deutsche Telekom i.e. user generated content cements the reputation of Deutsche Telekom as a customer-centric company. Furthermore, providing a strong external reputation affects the employees who have learnt about the value of Telekom hilft Community and strengthen it through blog entries on blog.telekom.de.

 

Introducing new use cases steadily, we start social commerce with ratings and reviews at the business customers’ eShop to foster product recommendations and to assist in the buying process by giving additional information. By doing so, gamification elements motivate users to rate products while other users award those ratings with kudos. This encourages the overall community building of Telekom hilft Community.

Telekom Austria 3.png

Title: Example of integration of ratings & reviews in business customers shop on geschaeftskunden.telekom.de

 

How we became leader in service through customer satisfaction and operational efficiency

 

Deutsche Telekom pursues a quality leadership strategy in the German market. Therefore customer satisfaction is an important part of the overall strategy. We believe that happy customers share their experiences just as troubled customers ask for help. 80% of the questions in the community are answered by other community members, mostly happy customers. Telekom support colleagues answer only 20% of the questions.

 

A recent survey by a big German business magazine, Focus Money, confirmed the leading role of Deutsche Telekom: The best online service across industries in Germany is provided by Deutsche Telekom. As Focus Money also says, “Telekom hilft” is rated as a most likeable service brand in Germany.

 

Telekom Austria 4.png

Title: Gero Niemayer, managing director customer service Telekom Deutschland, proudly presents Focus Money survey results on Twitter

 

Telekom hilft Community attracts on average approximately 1.6m unique visitors each month – trending up 22% on year to year comparison. Based on a 35% solution rate, we assume that >350,000 calls can be avoided per month. In addition to the value of deflected calls, we take advantage of priceless value from customer insights and increased reputation for Deutsche Telekom.

 

Before Telekom hilft Community started, Deutsche Telekom offered three different online platforms. Migrated and consolidated to one platform, Lithium helps us to streamline customer service and the IT landscape as well as to enhance usability and the user journey for our customers.

 

Status:
2016 Lithy Winner

Lithys 2016: HP - Total Community All Star

By JaniceK

Lithys 2016: HP - Total Community All Star

Status: 2016 Lithy Winner
by Lithium Technologies JaniceK ‎04-05-2016 12:34 AM - last edited on ‎05-03-2016 08:44 AM by Moderator Moderator

HP_Blue_RGB_72_LG.gifCompany:  HP

Entry submitted by: Teresa Proffitt (Community Engagement Mgr.)

Community: HP Support Forums

Lithy category:  Total Community All Star

 

At HP, our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. To invent, and to reinvent. To engineer experiences that amaze.

 

Road to Lithium

 

Untitled53.png

HP Social Support Footprint

 

With one printer and 1.7 PCs shipping every second, HP has a large and growing installed base of customers globally. Our Support Community is vital to the HP customer experience, and we are always looking for ways to partner with Lithium to deepen customer engagement, improve response and resolution rates, while leaving no customer behind. We believe in the vision and value of a total community; the Lithium platform and Lithium Social Web are crucial to HP’s customer support operations success.

 

With more than 125 million visits per year, our communities must support a large volume of diverse customers — 24 hours a day and seven days a week. Previously, it took a great deal of effort to accurately monitor our forums and social media engagement between social agents and customers. Our implementation of Lithium Social Web (LSW) has empowered our moderators and agents to engage with customers more efficiently and effectively. We are able to route issues, questions, and service events quickly to the right teams, allowing us to create a more positive customer experience and create HP fans.

 

We are now able to create robust dashboards with precise filtering capabilities - supporting our goals of leaving no thread unanswered, increasing customer response time and accepted solutions. The ability to see real-time engagement metrics allows us to monitor our efforts, identify gaps and understand trends. The easy to use dashboards allow us to monitor agent workloads and make resource decisions based on the volume of activity.

 

Strengthening our Community

 

HP’s Customer Support Community focuses on engaging a variety of customer inquiries. Whether seeking general information, finding specific solutions, or sharing knowledge and insights, our forums and social media channels allow users to connect directly with our agents and fellow customers to get the most from their products.

 

Lithium has played a pivotal role in supporting us in the following key areas:

  • Lithium’s gamification package has educated & incented members on the types of activities we value. The gamification package has helped us move members across the engagement ladder, driving increased contributions over time. Our most engaged users are then rewarded with access to HP’s Inner Circle, a private forum where skilled employees & Experts converse. As members progress through the engagement ladder they are invited to a series of events including Expert Days, technical briefings, topic-specific Q&A sessions, global and regional meet-ups – with the intent of building an army of Super Users across the world.

 

Untitled54.png

Profile Page Badging

 

  • Lithium’s flexible platform allows us to enhance our community experience with custom components that showcase our expert users, top solutions, and similar topics. Using Lithium Studio, we have enhanced our community experience with a redesigned user interface that makes it easier for members to quickly access important information and for our users to share personal profiles and capabilities in a compelling format.

 

Untitled55.png

Home Page Redesign

 

  • The Lithium Monitor Wall showcases and tracks volume of conversations, activity, and community contributions within our social care environment. This, combined with Lithium Social Intelligence, enables us to accurately report community perspective, keep a pulse on our community, and capture our key performance indicators.

 

Untitled56.png

HP Social Customer Care Command Center

 

Our results

 

d.pngUntitled57.png

 


HP_Blue_RGB_72_LG.gifCompany:  HP

Entry submitted by: Teresa Proffitt (Community Engagement Mgr.)

Community: HP Support Forums

Lithy category:  Total Community All Star

 

At HP, our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. To invent, and to reinvent. To engineer experiences that amaze.

 

Road to Lithium

 

Untitled53.png

HP Social Support Footprint

 

With one printer and 1.7 PCs shipping every second, HP has a large and growing installed base of customers globally. Our Support Community is vital to the HP customer experience, and we are always looking for ways to partner with Lithium to deepen customer engagement, improve response and resolution rates, while leaving no customer behind. We believe in the vision and value of a total community; the Lithium platform and Lithium Social Web are crucial to HP’s customer support operations success.

 

With more than 125 million visits per year, our communities must support a large volume of diverse customers — 24 hours a day and seven days a week. Previously, it took a great deal of effort to accurately monitor our forums and social media engagement between social agents and customers. Our implementation of Lithium Social Web (LSW) has empowered our moderators and agents to engage with customers more efficiently and effectively. We are able to route issues, questions, and service events quickly to the right teams, allowing us to create a more positive customer experience and create HP fans.

 

We are now able to create robust dashboards with precise filtering capabilities - supporting our goals of leaving no thread unanswered, increasing customer response time and accepted solutions. The ability to see real-time engagement metrics allows us to monitor our efforts, identify gaps and understand trends. The easy to use dashboards allow us to monitor agent workloads and make resource decisions based on the volume of activity.

 

Strengthening our Community

 

HP’s Customer Support Community focuses on engaging a variety of customer inquiries. Whether seeking general information, finding specific solutions, or sharing knowledge and insights, our forums and social media channels allow users to connect directly with our agents and fellow customers to get the most from their products.

 

Lithium has played a pivotal role in supporting us in the following key areas:

  • Lithium’s gamification package has educated & incented members on the types of activities we value. The gamification package has helped us move members across the engagement ladder, driving increased contributions over time. Our most engaged users are then rewarded with access to HP’s Inner Circle, a private forum where skilled employees & Experts converse. As members progress through the engagement ladder they are invited to a series of events including Expert Days, technical briefings, topic-specific Q&A sessions, global and regional meet-ups – with the intent of building an army of Super Users across the world.

 

Untitled54.png

Profile Page Badging

 

  • Lithium’s flexible platform allows us to enhance our community experience with custom components that showcase our expert users, top solutions, and similar topics. Using Lithium Studio, we have enhanced our community experience with a redesigned user interface that makes it easier for members to quickly access important information and for our users to share personal profiles and capabilities in a compelling format.

 

Untitled55.png

Home Page Redesign

 

  • The Lithium Monitor Wall showcases and tracks volume of conversations, activity, and community contributions within our social care environment. This, combined with Lithium Social Intelligence, enables us to accurately report community perspective, keep a pulse on our community, and capture our key performance indicators.

 

Untitled56.png

HP Social Customer Care Command Center

 

Our results

 

d.pngUntitled57.png

 

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