Social Customer Excellence Awards

"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.

2014 winners will be announced at LiNC on May 22, 2014. You can browse all previous entries and winners by using labels & statuses below.

The stories are amazing.


 
New Idea
Status:
2013 Lithy Winner

Lithys 2013: Demandforce by Intuit - Best New Comm...

By DeniseJ
DeniseJ

Lithys 2013: Demandforce by Intuit - Best New Community

Status: 2013 Lithy Winner
by Lithium Technologies DeniseJ ‎02-11-2013 04:55 PM - edited ‎02-13-2013 09:41 AM

Company: Demandforce by IntuitDF logo.png

Entry submitted by: Becca Piastrelli (twitchee27) Community Manager

Community: Generation Demandforce (community.demandforced3.com)

Lithy category: Best New Community

___________________________________________________________________

 

Generation Demandforce is a private B2B community that, in its first 100 days of life, exceeded all our expectations for growth and customer engagement. The Demandforce community was designed for scale. Upon launch of our community, Demandforce had experienced its 26th consecutive quarter of over 80% growth and had just been acquired by Intuit. We had a rapidly scaling customer base that needed to be supported and empowered despite our potential growing pains. Our customers are hard-working small business owners, who tend to operate within the silos of their own industry verticals (think auto shops, dentists, and veterinarians).

 

DF home.png

 

By providing a private community for Demandforce customers, we have been able to foster cross-industry relationships between our thousands of customers that hadn't previously existed. These are small business marketers doing what it takes every day to succeed in an internet economy. Small business owners typically don't have the time to get support or share best practice ideas during business hours. The majority of our posts come in overnight between 5pm and 7am PST. The 24/7 Generation Demandforce Community provides that added support and network during those key off-business hours.

 

DF TV.pngWe've encouraged adoption by introducing customers to the community as soon as they are deployed with the Demandforce product. We host over 100 training videos and webinar recordings in Generation Demandforce and are about to launch a real-time (industry-segmented) community widget in the Demandforce product to promote awareness for our customer base. We also host a monthly video blog series called "Generation Demandforce TV" hosted by our two community managers to provide quick tips for using the community as well as giving a face to the people behind the community, letting our customers know the community is a trusted place for them to stop by and find answers.

 

And all of this has worked. 102 days after launching, 50% of our customers had registered in the community and, in January 2013, Generation Demandforce was featured at one of Intuit's Top 20 Innovations at their annual Innovation Gallery Walk.


Company: Demandforce by IntuitDF logo.png

Entry submitted by: Becca Piastrelli (twitchee27) Community Manager

Community: Generation Demandforce (community.demandforced3.com)

Lithy category: Best New Community

___________________________________________________________________

 

Generation Demandforce is a private B2B community that, in its first 100 days of life, exceeded all our expectations for growth and customer engagement. The Demandforce community was designed for scale. Upon launch of our community, Demandforce had experienced its 26th consecutive quarter of over 80% growth and had just been acquired by Intuit. We had a rapidly scaling customer base that needed to be supported and empowered despite our potential growing pains. Our customers are hard-working small business owners, who tend to operate within the silos of their own industry verticals (think auto shops, dentists, and veterinarians).

 

DF home.png

 

By providing a private community for Demandforce customers, we have been able to foster cross-industry relationships between our thousands of customers that hadn't previously existed. These are small business marketers doing what it takes every day to succeed in an internet economy. Small business owners typically don't have the time to get support or share best practice ideas during business hours. The majority of our posts come in overnight between 5pm and 7am PST. The 24/7 Generation Demandforce Community provides that added support and network during those key off-business hours.

 

DF TV.pngWe've encouraged adoption by introducing customers to the community as soon as they are deployed with the Demandforce product. We host over 100 training videos and webinar recordings in Generation Demandforce and are about to launch a real-time (industry-segmented) community widget in the Demandforce product to promote awareness for our customer base. We also host a monthly video blog series called "Generation Demandforce TV" hosted by our two community managers to provide quick tips for using the community as well as giving a face to the people behind the community, letting our customers know the community is a trusted place for them to stop by and find answers.

 

And all of this has worked. 102 days after launching, 50% of our customers had registered in the community and, in January 2013, Generation Demandforce was featured at one of Intuit's Top 20 Innovations at their annual Innovation Gallery Walk.

Status:
2013 Lithy Submission

Lithys 2013: Navis - Best New Community

By DeniseJ

Company: Navisnavis logo.jpg

Entry submitted by: Jennifer Grinold (jgrinold) Marketing & Communications Manager

Community: Navis Online Community (community.navis.com)

Lithy category: Best New Community

___________________________________________________________________

 

Navis, the global technology software standard for managing the movement of cargo through terminals, has been on the forefront of tech innovation in the marine shipping industry. Their use of the Lithium platform has helped to bring social media to an industry that otherwise would have not adopted it. The Navis Online Community, better known by its users as “The NOC,” is leading the way by providing a platform for information sharing and collaboration, uncovering key knowledge from container terminal operations experts and driving innovation in the industry overall.

 

Lithys_Screenshot.pngFor Navis, a significant amount of knowledge-share takes place at Navis World, Navis’ bi-annual user conference. Navis felt that it was time to move industry networking opportunities online, truly making Navis World a 24/7/365 experience. In short, Navis wanted to effectively reach employees, customers, and major shipping community members in one place, which is how the NOC came to be. Navis knew that the NOC needed to be more than just a marketing channel in order to be successful. Instead of using the Lithium community as a platform to publish Navis products and company news, the NOC passes the microphone to professionals in the marine shipping industry – opportunities to share perspectives, start discussions, ask questions, get product information, get advice from Navis and broader industry experts and shape future product roadmaps. The NOC also features the Salesforce connector for full social support integration. Cases can be submitted from the NOC, and there is a single search for Salesforce and community content.

The NOC has also become an invaluable medium to highlight Navis’ loyal customers and promote personal successes for the very people that use its technology on a daily basis. Every month, Navis highlights a customer site and the people running it as part of its ongoing Terminal Spotlight Series. While early Terminals Spotlight Series posts honor customers who have faced, and thrived, during industry challenges (such as Port Newark Container Terminal and the impact of Hurricane Sandy), future posts will cover all notable stories impacting Navis customers.

 

The biggest and most successful promotion for the NOC took place at Navis World in October of 2012. During the conference, Navis selected and appointed special NOC ambassadors to educate and excite attendees about joining the community. NOC ambassadors, as well as Navis’ PR agency, Affect, also posted a steady stream of Navis World content to the NOC—session recaps, best practices, interviews with attendees, videos, presentations and more—enabling those who couldn’t attend to follow along from afar and for those that did, to keep industry discussions going long after the conference was over.  

 

“One of the advantages of buying from Navis is that you join the largest community of TOS users on the planet,” says Brian Hibbert, General Manager of APM Terminals. “It is this collective brain trust that makes Navis and its customers stronger together.”  

 

“We have come a long way in getting Navis to host an online community that includes all levels of their employees as well as the customers,” says James Burgess, Technical Project Engineer at APM Terminals. “I have used the NOC as a resource to solve issues and answer questions before opening a Salesforce case. By going to the NOC first, I have received answers within minutes and hours instead of days.”

As a result of promotional efforts to date, 60% of Navis’ customer base today is registered on the NOC, and that number continues to grow each week. Additionally, over 75% of Navis employees are signed up for the site, making the NOC truly one of the only places where industry professionals can share what they know, get the feedback they need and gather information do the best job possible for their terminals located all over the world.

In the future, Navis intends that the online community will be the medium that will help the industry innovate, share best practices and collaborate on a global level, making it the go-to resource for the marine shipping industry.


Company: Navisnavis logo.jpg

Entry submitted by: Jennifer Grinold (jgrinold) Marketing & Communications Manager

Community: Navis Online Community (community.navis.com)

Lithy category: Best New Community

___________________________________________________________________

 

Navis, the global technology software standard for managing the movement of cargo through terminals, has been on the forefront of tech innovation in the marine shipping industry. Their use of the Lithium platform has helped to bring social media to an industry that otherwise would have not adopted it. The Navis Online Community, better known by its users as “The NOC,” is leading the way by providing a platform for information sharing and collaboration, uncovering key knowledge from container terminal operations experts and driving innovation in the industry overall.

 

Lithys_Screenshot.pngFor Navis, a significant amount of knowledge-share takes place at Navis World, Navis’ bi-annual user conference. Navis felt that it was time to move industry networking opportunities online, truly making Navis World a 24/7/365 experience. In short, Navis wanted to effectively reach employees, customers, and major shipping community members in one place, which is how the NOC came to be. Navis knew that the NOC needed to be more than just a marketing channel in order to be successful. Instead of using the Lithium community as a platform to publish Navis products and company news, the NOC passes the microphone to professionals in the marine shipping industry – opportunities to share perspectives, start discussions, ask questions, get product information, get advice from Navis and broader industry experts and shape future product roadmaps. The NOC also features the Salesforce connector for full social support integration. Cases can be submitted from the NOC, and there is a single search for Salesforce and community content.

The NOC has also become an invaluable medium to highlight Navis’ loyal customers and promote personal successes for the very people that use its technology on a daily basis. Every month, Navis highlights a customer site and the people running it as part of its ongoing Terminal Spotlight Series. While early Terminals Spotlight Series posts honor customers who have faced, and thrived, during industry challenges (such as Port Newark Container Terminal and the impact of Hurricane Sandy), future posts will cover all notable stories impacting Navis customers.

 

The biggest and most successful promotion for the NOC took place at Navis World in October of 2012. During the conference, Navis selected and appointed special NOC ambassadors to educate and excite attendees about joining the community. NOC ambassadors, as well as Navis’ PR agency, Affect, also posted a steady stream of Navis World content to the NOC—session recaps, best practices, interviews with attendees, videos, presentations and more—enabling those who couldn’t attend to follow along from afar and for those that did, to keep industry discussions going long after the conference was over.  

 

“One of the advantages of buying from Navis is that you join the largest community of TOS users on the planet,” says Brian Hibbert, General Manager of APM Terminals. “It is this collective brain trust that makes Navis and its customers stronger together.”  

 

“We have come a long way in getting Navis to host an online community that includes all levels of their employees as well as the customers,” says James Burgess, Technical Project Engineer at APM Terminals. “I have used the NOC as a resource to solve issues and answer questions before opening a Salesforce case. By going to the NOC first, I have received answers within minutes and hours instead of days.”

As a result of promotional efforts to date, 60% of Navis’ customer base today is registered on the NOC, and that number continues to grow each week. Additionally, over 75% of Navis employees are signed up for the site, making the NOC truly one of the only places where industry professionals can share what they know, get the feedback they need and gather information do the best job possible for their terminals located all over the world.

In the future, Navis intends that the online community will be the medium that will help the industry innovate, share best practices and collaborate on a global level, making it the go-to resource for the marine shipping industry.

Status:
2013 Lithy Winner

Lithys 2013: Groupe Casino - Best Community Design

By DeniseJ

Company: Groupe Casinocvous logo.jpg

Entry submitted by: Marina Lin, Project Manager

Community: C'Vous (www.cvous.com)

Lithy category: Best Community Design

___________________________________________________________________

 

In February 2012, we launched Cvous.com, the first community in France where customers can interact to create products and services for stores. C’Vous is the oral abbreviation for “C’est vous” meaning “It’s you”. Designed to be a community space and not a commercial website, we deliberately chose to develop a new graphic identity, different from our stores' branding.

 

We wanted a simple and colorful website that would convey a sense of proximity, a key value to the Group. The website tone also had to be positive so the members give useful ideas, comments and don’t use the community to complain about their individual problems. Our agency developed characters to embody the community: funny and happy, they have become a key element of the C’Vous identity. Their language is fresh and catchy and draws users’ attention.

 

Lithy_Design_1.png

 

 

 

 

 

 

Our avatar library:

 

Lithy_Design_2.png

 

 

 

 

 

 

 

 

 

 

 

 

With its bright colors, banners and icons, the website is welcoming and easy to navigate. The community interface is simple and playful with an incentive to participate: we revamped the kudo and branded it “C’Top” (meaning “it’s great”). The green button turns grey when you have voted. The colors are especially vibrant when visiting the community on an iPad.

 

Lithy_Design_3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We have also adapted the content to allow 2 levels of user experience: For new users who are not yet logged in, the homepage displays a large carousel explaining the 3 main sections of the website. It is much more pedagogical while the logged in user's experience is more personalized with our notification system that allows returning members to see immediately what's new.

 

Lithy_Design_4.pngLithy_Design_5.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, the community identity has been extended offline in store promotions, catalogs and product packaging and they are all by-products of C’Vous! The characters can be found in our stores as they help to highlight the community’s favorite products.

 

Lithy_Design_6.pngLithy_Design_7.jpg

 

 


Company: Groupe Casinocvous logo.jpg

Entry submitted by: Marina Lin, Project Manager

Community: C'Vous (www.cvous.com)

Lithy category: Best Community Design

___________________________________________________________________

 

In February 2012, we launched Cvous.com, the first community in France where customers can interact to create products and services for stores. C’Vous is the oral abbreviation for “C’est vous” meaning “It’s you”. Designed to be a community space and not a commercial website, we deliberately chose to develop a new graphic identity, different from our stores' branding.

 

We wanted a simple and colorful website that would convey a sense of proximity, a key value to the Group. The website tone also had to be positive so the members give useful ideas, comments and don’t use the community to complain about their individual problems. Our agency developed characters to embody the community: funny and happy, they have become a key element of the C’Vous identity. Their language is fresh and catchy and draws users’ attention.

 

Lithy_Design_1.png

 

 

 

 

 

 

Our avatar library:

 

Lithy_Design_2.png

 

 

 

 

 

 

 

 

 

 

 

 

With its bright colors, banners and icons, the website is welcoming and easy to navigate. The community interface is simple and playful with an incentive to participate: we revamped the kudo and branded it “C’Top” (meaning “it’s great”). The green button turns grey when you have voted. The colors are especially vibrant when visiting the community on an iPad.

 

Lithy_Design_3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We have also adapted the content to allow 2 levels of user experience: For new users who are not yet logged in, the homepage displays a large carousel explaining the 3 main sections of the website. It is much more pedagogical while the logged in user's experience is more personalized with our notification system that allows returning members to see immediately what's new.

 

Lithy_Design_4.pngLithy_Design_5.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, the community identity has been extended offline in store promotions, catalogs and product packaging and they are all by-products of C’Vous! The characters can be found in our stores as they help to highlight the community’s favorite products.

 

Lithy_Design_6.pngLithy_Design_7.jpg

 

 

Status:
2013 Lithy Submission

Lithys 2013: BRP - Best Social Support Program

By DeniseJ
DeniseJ

Lithys 2013: BRP - Best Social Support Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-20-2013 11:07 AM - edited ‎03-19-2013 10:00 AM

Company: BRP Inc.BRP logo.png

Entry submitted by: Peggy Carrier (Peggy) After Sales Service & Community Manager

Community: BRP Community (www.brp.com)

Lithy category: Best Social Support Program

_______________________________________________

 

BRP is the world leader in the design, manufacturing, distribution and marketing of motorized recreational vehicles and power sports engines. BRP products are distributed in over 100 countries by more than 3,500 dealers and distributors.

 

Our Community is a private community which has been active since February 2012. We are still relatively young and learning a lot on dealing with our Community, but how can we not be? For years we have supported our Dealer Network by picking up the phone and answering questions. Although 1:1 support continues to have its benefits, we realized over the years that the overall technical complexity of our products meant that Dealers needed to call us more often and therefore experience longer wait times on the phone. Our customer service support began to suffer. We needed a better way to support and communicate with our Dealers.

 

Lithy_BRP home.png

 

For us the Community meant a huge channel shift on how we support our Dealers, and we began to see benefits right from the start: Dealers answering Dealers, members answering or asking questions on evenings and weekends, videos and diagrams being shared on the community 24/7 and all of this across the globe in different languages. The fact that a post and subsequent solution can be read by our entire global Dealer and Distributor network has saved us many, many 1:1 encounters.

 

Our support process on the Community is structured as follows:

  • Our Product Specialists are assigned to keep our Dealer Network informed with the latest technical information. They are also there to share best practices, tips and tricks as well as engage in any discussions they deem fit. They are the deepest technical resource for Dealer Technicians.
  • Our Parts Specialist is there to ensure that information on estimated time of delivery, any transport issues or general parts questions are addressed. When we see a call driver, we immediately post the latest information on the community.
  • We also have moderators, across the globe that monitor the site to ensure that guidelines are being followed. They escalate cases in times of need.
  • We use the automated escalation email capability for posts that have not received replies after 24 to 48 hours depending on the product and season. These e-mails are sent to our Product Specialists who respond to the posts.
  • We include community support (case escalation) in our daily roundtable meetings. Our community is a success today because everyone supports one another and both Dealers and BRP staff provide diverse solutions and fast resolutions to problems. The community has helped to increase communication within our company and with our global Dealer Network. We are able to share information globally so much faster than before.

We do not go one day without speaking about our community here at our call center. We have never been more certain that supporting our Dealers through our online community is the way of the future. 1:1 support for complex situations will always be a part of our business strategy , but supporting hundreds and thousands of Dealers at one time through our online community definitely elevates the customer experience. Our young community is quickly maturing and we are excited for what the future holds!

 

 


Company: BRP Inc.BRP logo.png

Entry submitted by: Peggy Carrier (Peggy) After Sales Service & Community Manager

Community: BRP Community (www.brp.com)

Lithy category: Best Social Support Program

_______________________________________________

 

BRP is the world leader in the design, manufacturing, distribution and marketing of motorized recreational vehicles and power sports engines. BRP products are distributed in over 100 countries by more than 3,500 dealers and distributors.

 

Our Community is a private community which has been active since February 2012. We are still relatively young and learning a lot on dealing with our Community, but how can we not be? For years we have supported our Dealer Network by picking up the phone and answering questions. Although 1:1 support continues to have its benefits, we realized over the years that the overall technical complexity of our products meant that Dealers needed to call us more often and therefore experience longer wait times on the phone. Our customer service support began to suffer. We needed a better way to support and communicate with our Dealers.

 

Lithy_BRP home.png

 

For us the Community meant a huge channel shift on how we support our Dealers, and we began to see benefits right from the start: Dealers answering Dealers, members answering or asking questions on evenings and weekends, videos and diagrams being shared on the community 24/7 and all of this across the globe in different languages. The fact that a post and subsequent solution can be read by our entire global Dealer and Distributor network has saved us many, many 1:1 encounters.

 

Our support process on the Community is structured as follows:

  • Our Product Specialists are assigned to keep our Dealer Network informed with the latest technical information. They are also there to share best practices, tips and tricks as well as engage in any discussions they deem fit. They are the deepest technical resource for Dealer Technicians.
  • Our Parts Specialist is there to ensure that information on estimated time of delivery, any transport issues or general parts questions are addressed. When we see a call driver, we immediately post the latest information on the community.
  • We also have moderators, across the globe that monitor the site to ensure that guidelines are being followed. They escalate cases in times of need.
  • We use the automated escalation email capability for posts that have not received replies after 24 to 48 hours depending on the product and season. These e-mails are sent to our Product Specialists who respond to the posts.
  • We include community support (case escalation) in our daily roundtable meetings. Our community is a success today because everyone supports one another and both Dealers and BRP staff provide diverse solutions and fast resolutions to problems. The community has helped to increase communication within our company and with our global Dealer Network. We are able to share information globally so much faster than before.

We do not go one day without speaking about our community here at our call center. We have never been more certain that supporting our Dealers through our online community is the way of the future. 1:1 support for complex situations will always be a part of our business strategy , but supporting hundreds and thousands of Dealers at one time through our online community definitely elevates the customer experience. Our young community is quickly maturing and we are excited for what the future holds!

 

 

Status:
2013 Lithy Winner

Lithys 2013: Cisco - Best Community Technical Impl...

By DeniseJ
DeniseJ

Lithys 2013: Cisco - Best Community Technical Implementation

Status: 2013 Lithy Winner
by Lithium Technologies DeniseJ ‎02-12-2013 02:50 PM - edited ‎02-13-2013 09:42 AM

Company: CiscoCisco logo.jpg

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Community Technical Implementation

__________________________________________________

 

Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. From the beginning we wanted an agile space where we could incorporate constant feedback and enhancements. When our community opened for business, it came with an Idea Exchange to solicit any and all feedback from our users. And our users did not disappoint!

 

One of our top priorities is to drive content creation and reuse. We leverage the knowledge of our engineers to create content that not only will help them in addressing their customer issues but ultimately will be externalized to Cisco.com to directly support our customers.

 

Lithy Tech 1.pngWith this in mind we developed features to link a support case to a post or an article that assisted an engineer in solving the customers’ issue. In this way we are able to track if that post/article was helpful.

 

Lithy Tech 2.pngWe wanted the search engine to be front and center in our workflow, so we implemented a search-before-post feature that surfaces related content – and displays the number of kudos and case links in the results. A version of this feature was later incorporated by Lithium in to the platform.

 

Lithy Tech 3.pngAnother exciting feature we introduced is the ability to flag content to be externalized on our main website Cisco.com. Engineers are empowered to create content that will be shared with our customers.

 

Lithy Tech 4.pngWe’ve taken Lithium’s reputation system and not only incorporated it into our community, but we’ve added custom elements and added our own attributes to Lithium’s already strong use of formulas for ranking. We've built a customized leader board at the community and at each category level to highlight the accomplishments of our users based on our enriched reputation formulas.

 

The result is a reputation system that effectively implements weighting factors to allow us to emphasize our organizational priorities and provides a checkpoint for our engineers. As we see important behaviors that we want to encourage – providing solutions, creating and publishing articles – we can build additional custom components right into the reputation.

 

This reputation model also feeds into a rich custom metrics portal so engineers can self-evaluate their technical growth as well as arming them with tangible data for performance reviews and career development discussions.  The healthy competition of engineers wanting to show up at the top doesn’t hurt, either :smileyhappy:.

 

Lithy Tech 5.pngOur engineers wanted a way to bump a thread without incrementing the reply count, so we implemented a "raise hand" feature that allows a user to draw attention to a thread in progress in order to ask for additional help.

 

The ability to quickly get help from experts and the ease which knowledge can be captured and re-used by others makes Tech Zone the perfect tool for us. I think we should also recognize the [Cisco] and Lithium teams for being so receptive to TAC's feedback and their willingness to tweak/ implement new features, as this is a huge part of what makes Tech Zone successful in my eyes.” – Cisco TAC engineer, Mike Robertson.

 

Lithy Tech 6.pngIn order to tap in to the creativity, enthusiasm and technical expertise of our community members, we launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.

 

Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners. Our engineers created some incredible features, such as a Table of Contents option for the rich text editor and a site wide Navigator to enhance the user experience.

Lithy Tech 10.png

 

 

Lithy Tech 9.pngOur community is also an application development platform. In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool; rather it is seamlessly tied to the engineers' workflow and deeply integrated with our case management tool. 

 

 

 

 

 

To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs. This is where our business drives the tool instead of the tool driving the business. No limited capabilities here!


Company: CiscoCisco logo.jpg

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Community Technical Implementation

__________________________________________________

 

Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. From the beginning we wanted an agile space where we could incorporate constant feedback and enhancements. When our community opened for business, it came with an Idea Exchange to solicit any and all feedback from our users. And our users did not disappoint!

 

One of our top priorities is to drive content creation and reuse. We leverage the knowledge of our engineers to create content that not only will help them in addressing their customer issues but ultimately will be externalized to Cisco.com to directly support our customers.

 

Lithy Tech 1.pngWith this in mind we developed features to link a support case to a post or an article that assisted an engineer in solving the customers’ issue. In this way we are able to track if that post/article was helpful.

 

Lithy Tech 2.pngWe wanted the search engine to be front and center in our workflow, so we implemented a search-before-post feature that surfaces related content – and displays the number of kudos and case links in the results. A version of this feature was later incorporated by Lithium in to the platform.

 

Lithy Tech 3.pngAnother exciting feature we introduced is the ability to flag content to be externalized on our main website Cisco.com. Engineers are empowered to create content that will be shared with our customers.

 

Lithy Tech 4.pngWe’ve taken Lithium’s reputation system and not only incorporated it into our community, but we’ve added custom elements and added our own attributes to Lithium’s already strong use of formulas for ranking. We've built a customized leader board at the community and at each category level to highlight the accomplishments of our users based on our enriched reputation formulas.

 

The result is a reputation system that effectively implements weighting factors to allow us to emphasize our organizational priorities and provides a checkpoint for our engineers. As we see important behaviors that we want to encourage – providing solutions, creating and publishing articles – we can build additional custom components right into the reputation.

 

This reputation model also feeds into a rich custom metrics portal so engineers can self-evaluate their technical growth as well as arming them with tangible data for performance reviews and career development discussions.  The healthy competition of engineers wanting to show up at the top doesn’t hurt, either :smileyhappy:.

 

Lithy Tech 5.pngOur engineers wanted a way to bump a thread without incrementing the reply count, so we implemented a "raise hand" feature that allows a user to draw attention to a thread in progress in order to ask for additional help.

 

The ability to quickly get help from experts and the ease which knowledge can be captured and re-used by others makes Tech Zone the perfect tool for us. I think we should also recognize the [Cisco] and Lithium teams for being so receptive to TAC's feedback and their willingness to tweak/ implement new features, as this is a huge part of what makes Tech Zone successful in my eyes.” – Cisco TAC engineer, Mike Robertson.

 

Lithy Tech 6.pngIn order to tap in to the creativity, enthusiasm and technical expertise of our community members, we launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.

 

Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners. Our engineers created some incredible features, such as a Table of Contents option for the rich text editor and a site wide Navigator to enhance the user experience.

Lithy Tech 10.png

 

 

Lithy Tech 9.pngOur community is also an application development platform. In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool; rather it is seamlessly tied to the engineers' workflow and deeply integrated with our case management tool. 

 

 

 

 

 

To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs. This is where our business drives the tool instead of the tool driving the business. No limited capabilities here!

Status:
2013 Lithy Submission

Lithys 2013: Groupe Casino - Best Social Marketing...

By DeniseJ
DeniseJ

Lithys 2013: Groupe Casino - Best Social Marketing Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-12-2013 12:00 PM - edited ‎02-13-2013 09:43 AM

Company: Groupe Casinocvous logo.jpg

Entry submitted by: Christelle Dorat (Cexplor) Community Manager

Community: C'Vous (www.cvous.com)

Lithy category: Best Social Marketing Program

___________________________________________________________________

 

In February 2012, Groupe Casino launched Cvous.com, the 1st community in France allowing customers from our 3 retail chains Casino, Franprix and Leader Price to co-create products and services for our stores.

 

websitescreenshot.png

 

C'VosIdées is where community members can propose, from scratch, ideas of products and services for the stores. The community votes for their favorite ideas and Groupe Casino reviews the top ideas and implements them when possible. For example, the concept of Idea N°1, a vegetarian corner gathering several vegetarian products in the same area of the stores, is currently undergoing testing.

 

vegetarian.jpg

 

C'VosProduits allows Casino, Franprix or Leader Price customers to vote for their favorite products and recommend them to others. It also helps our marketing teams collect customer insights on products sold in stores.

 

CVosproduitsscreenshot.png

 

C'EntreVous is a forum where members can ask questions or give advice about retail shopping or everyday products. They are also able to post recipes and add the ingredients they need directly to their online shopping cart. This really simplifies and shortens shopping time for our customers!

 

CEntreVousscreenshot.png

CVosrecettesscreenshot.png

 

Last but not least, cvous.com regularly proposes to its members to co-create products. There are two types of product co-creation. The first one consists of asking members to choose between different extensions of a product.

 

Vinaigrettesscreenshot.png

 

The second way is a deeper engagement with our members. One example we are very proud of is the Apérichefs story. This started with a casting. To participate, members submitted recipes or ideas of snack food products. Out of the candidates, nine Apérichefs were selected and invited to GroupeCasino's office in Paris to brainstorm and taste snack food products using their recipes or ideas. Currently on cvous.com, community members can vote amongst 6 delicious propositions of snack food products (madeleines) recommended by the 9 Apérichefs.

 

Apérichefs.jpg

 

The C'Vous community is completely integrated into Groupe Casino's overall marketing strategy to support its goal to build proximity with customers and consumers in general.  Thanks to the community, we can listen to our customers and improve their shopping experience by implementing their product and services ideas that impacts our sales positively increases customer loyalty to our stores.

 

C’Vous also received professional recognition. We were awarded two TopCom Awards in 2012 and two E-Marketing awards in 2013 (Grand Prix and Award of the Best Community Strategy).

 

The C'Vous Team


Company: Groupe Casinocvous logo.jpg

Entry submitted by: Christelle Dorat (Cexplor) Community Manager

Community: C'Vous (www.cvous.com)

Lithy category: Best Social Marketing Program

___________________________________________________________________

 

In February 2012, Groupe Casino launched Cvous.com, the 1st community in France allowing customers from our 3 retail chains Casino, Franprix and Leader Price to co-create products and services for our stores.

 

websitescreenshot.png

 

C'VosIdées is where community members can propose, from scratch, ideas of products and services for the stores. The community votes for their favorite ideas and Groupe Casino reviews the top ideas and implements them when possible. For example, the concept of Idea N°1, a vegetarian corner gathering several vegetarian products in the same area of the stores, is currently undergoing testing.

 

vegetarian.jpg

 

C'VosProduits allows Casino, Franprix or Leader Price customers to vote for their favorite products and recommend them to others. It also helps our marketing teams collect customer insights on products sold in stores.

 

CVosproduitsscreenshot.png

 

C'EntreVous is a forum where members can ask questions or give advice about retail shopping or everyday products. They are also able to post recipes and add the ingredients they need directly to their online shopping cart. This really simplifies and shortens shopping time for our customers!

 

CEntreVousscreenshot.png

CVosrecettesscreenshot.png

 

Last but not least, cvous.com regularly proposes to its members to co-create products. There are two types of product co-creation. The first one consists of asking members to choose between different extensions of a product.

 

Vinaigrettesscreenshot.png

 

The second way is a deeper engagement with our members. One example we are very proud of is the Apérichefs story. This started with a casting. To participate, members submitted recipes or ideas of snack food products. Out of the candidates, nine Apérichefs were selected and invited to GroupeCasino's office in Paris to brainstorm and taste snack food products using their recipes or ideas. Currently on cvous.com, community members can vote amongst 6 delicious propositions of snack food products (madeleines) recommended by the 9 Apérichefs.

 

Apérichefs.jpg

 

The C'Vous community is completely integrated into Groupe Casino's overall marketing strategy to support its goal to build proximity with customers and consumers in general.  Thanks to the community, we can listen to our customers and improve their shopping experience by implementing their product and services ideas that impacts our sales positively increases customer loyalty to our stores.

 

C’Vous also received professional recognition. We were awarded two TopCom Awards in 2012 and two E-Marketing awards in 2013 (Grand Prix and Award of the Best Community Strategy).

 

The C'Vous Team

Status:
2013 Lithy Submission

Lithys 2013: SFR - Best Superfan Story or Insight

By DeniseJ

Company: SFRheader-logo-sfr-2012.png

Entry submitted by: Sandie Hodiesne (SH) Social Media Manager

Community: Le Forum SFR (forum.sfr.fr)

Lithy category: Best Superfan Story or Insight

________________________________________________

 

SFR Forum, an online Adventure, a great Human Adventure!

 

SFR Forum exists since 2008. It’s a place where web advisors used to respond automatically to customer requests either in a public or private mode.

 

During spring 2012, we faced a big challenge: Moving from an online customer services model to a 100% peer-to-peer Support Community model. A new way of thinking and managing information - a complete break and a real step forward into the world of online peer-to-peer Communities.

 

We decided to give to our future community as much space and autonomy as we could provide them with. We decided to take drastic decision. We kept the name but started from a white sheet without capitalizing on the old threads and existing content which could remind us of our previous operating processes.

 

We identified about thirty Super-users on our various social media properties (“Atelier SFR”, old “SFR Forum”, “HUB”). With the active help of our community managers, we gathered contact details for all of the super-users. A first contact was made through email. Afterward we contacted them all by phone and explained them this huge new project. Out of the 30 contacts, 29 were very enthusiastic and immediately ready to engage in this Adventure. Sandie (SFR’s Social Media Manager) set up 2 video conference meetings to discuss with the super-users in order to decrease the growing fear regarding the new community, to answer to remarks such as “it was better before with the old forum”, and to create the first relationships between participants. Fabien and Manuella, two community managers from the beginning, were collaborating with Sandie during these meetings and suggested a Beta test phase of one month. We explained to our super-users what would be their role and why it would be beneficial for them to be part of the New Forum beta phase. During this month, they would be able contribute to the community editorial content, create their own content, find new ways to communicate with the community management team in a public mode and embrace a heads-on the philosophy of the new Forum.

 

The day before the D-Day, the enthusiasm and the engagement of our “Founders” was very big. Dartagnan, Michel2, DocMac, RafCorDel, Rebel, Kendokanne and all the others were very excited to be launched in the open and exposed to a new audience and a new community.

 

January 15th at 5pm, great emotion and vibes: first discussions, first ranks reached, first Private Message conversations… The SFR peer-to-peer Community where users could share their customer experiences and help each other was born!

 

Our “Founders” were recognizable with their specific “Founders” badges created for them and quickly took care of the new users. The SFR community is their community and they are deciding everything about the choice of discussion to highlight, what to post on the blog or the Wikisphere … These super fans defend strongly this new philosophy. We could witness comments like « But where are the SFR advisors?” or “Here, there is only us, the community, satisfied customers happy to help and support others. If you need to access your confidential customer data, the community won’t be able to answer.” When the community is unable to answer you, we guide you to the right contact points after the diagnostic is made. In this community, we always try to find a solution!

 

Our super-users have a dedicated space, a “private room”, invisible from the other members. Through this private room, we inform them about cases that members face regularly and the answers we have and that they can be spread out across the community. They can also give us their feedback on what is working or not with the platform and further needed developments… It’s also in this private room that we discuss about our next video conference, meetings, special events such as call for topics for the blog.

 

Lithy_superfan_1.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Lithy_superfan_2.png

 

 

 

 

 

 

 

 

 

 

Lithy_superfan_3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

To transmit these values across the community, members must have taken the ownership of this online space. For this magic to operate, the online community needs to resonate with the members. Each members needs to feel comfortable navigating this online community. The customer experience must be positive.

 

The video launch takes the advantage of this simplicity: the ability to create something great together.

 

The ranking starts in a reference universe known from all but gradually draws references from the gaming world, while relying on the values of the Forum:

 

Lithy_superfan_4.jpg

 

 

 

 

 

 

 

- The “Builders” who by their contributions and exchanges secure and solidify the base of collective knowledge:

Lithy_superfan_5.jpg

 

 

 

 

 

 

 

 

- The “Enchanters” are recognized both for the quality of information they provide and the benevolence that radiates around them:

Lithy_superfan_6.jpg

 

 

 

 

 

 

 

 

After only 1 month and a half, our community has now 40 super-users with a high level of posts - Vindedious (1600), Kendokanne (1700), Boriswap (1300), Dartagnan (1400)…  They are some of our heroes you can visit in the “Forum SFR” community.

 

Discussions between all the community members and the super-users give us the opportunity to detect very quickly any malfunction and to inform the community when a problem is solved. For example, Kendonkanne initiative helped to qualify a problem with sms billing, to solve it very quickly and to relay the information in a public mode. This enabled to reassure our customers that have send us a lot of sweet words.

 

Lithy_superfan_7.png

 

 

 

 

 

 

 

 

 

 

 

 

 

40 Super-users provide 50% of the Community content

 

In addition of this efficiency, pleasure of sharing and conviviality moved in : Almost 2,100 posts shared within our Community on the “Discussion du Comptoir” pages. In a month and half, discussions are as well about music and cinema as Art in general.

 

The strength brought by our Community Management team are:

  1. Sincerity and authenticity,
  2. the wish to humanize the online relationships,
  3. the genuine desire to develop and reward anonymous expert by making them shine under the limelight.

We will meet for real and for the first time our super-users on March 22nd. It’s our way to celebrate Spring!

 

Goal : The official launch of our super-users program and share its content – Virtual Workshop and meeting with SFR experts, SFR site visits, game to participate to events such as new mobile launch, celebration and more.

 

Their first mission, find a name to the program. And to close the day, a great surprise is waiting for them. One of the founders of the Manau Group will be there to explain the story of “La tribu de Dana”, a very well known song in the 90’s, before we capture a great picture of all our superusers with our Polaroid.

 

The relationship between and with our super-users is essential and strong. The idea for this year is to offer them a customized T-Shirt with their username, a way for us to build a story together… See you soon with more input about this great Adventure.

 

Sandie & the community management team : Cindy, Manuela, Fabien, Fanja & Emmanuelle

 

http://forum.sfr.fr/t5/Les-news/Qui-est-la-Social-Media-Manager/ba-p/18598

http://forum.sfr.fr/t5/Les-news/Qui-sont-vos-Community-Managers/ba-p/9936

 


Company: SFRheader-logo-sfr-2012.png

Entry submitted by: Sandie Hodiesne (SH) Social Media Manager

Community: Le Forum SFR (forum.sfr.fr)

Lithy category: Best Superfan Story or Insight

________________________________________________

 

SFR Forum, an online Adventure, a great Human Adventure!

 

SFR Forum exists since 2008. It’s a place where web advisors used to respond automatically to customer requests either in a public or private mode.

 

During spring 2012, we faced a big challenge: Moving from an online customer services model to a 100% peer-to-peer Support Community model. A new way of thinking and managing information - a complete break and a real step forward into the world of online peer-to-peer Communities.

 

We decided to give to our future community as much space and autonomy as we could provide them with. We decided to take drastic decision. We kept the name but started from a white sheet without capitalizing on the old threads and existing content which could remind us of our previous operating processes.

 

We identified about thirty Super-users on our various social media properties (“Atelier SFR”, old “SFR Forum”, “HUB”). With the active help of our community managers, we gathered contact details for all of the super-users. A first contact was made through email. Afterward we contacted them all by phone and explained them this huge new project. Out of the 30 contacts, 29 were very enthusiastic and immediately ready to engage in this Adventure. Sandie (SFR’s Social Media Manager) set up 2 video conference meetings to discuss with the super-users in order to decrease the growing fear regarding the new community, to answer to remarks such as “it was better before with the old forum”, and to create the first relationships between participants. Fabien and Manuella, two community managers from the beginning, were collaborating with Sandie during these meetings and suggested a Beta test phase of one month. We explained to our super-users what would be their role and why it would be beneficial for them to be part of the New Forum beta phase. During this month, they would be able contribute to the community editorial content, create their own content, find new ways to communicate with the community management team in a public mode and embrace a heads-on the philosophy of the new Forum.

 

The day before the D-Day, the enthusiasm and the engagement of our “Founders” was very big. Dartagnan, Michel2, DocMac, RafCorDel, Rebel, Kendokanne and all the others were very excited to be launched in the open and exposed to a new audience and a new community.

 

January 15th at 5pm, great emotion and vibes: first discussions, first ranks reached, first Private Message conversations… The SFR peer-to-peer Community where users could share their customer experiences and help each other was born!

 

Our “Founders” were recognizable with their specific “Founders” badges created for them and quickly took care of the new users. The SFR community is their community and they are deciding everything about the choice of discussion to highlight, what to post on the blog or the Wikisphere … These super fans defend strongly this new philosophy. We could witness comments like « But where are the SFR advisors?” or “Here, there is only us, the community, satisfied customers happy to help and support others. If you need to access your confidential customer data, the community won’t be able to answer.” When the community is unable to answer you, we guide you to the right contact points after the diagnostic is made. In this community, we always try to find a solution!

 

Our super-users have a dedicated space, a “private room”, invisible from the other members. Through this private room, we inform them about cases that members face regularly and the answers we have and that they can be spread out across the community. They can also give us their feedback on what is working or not with the platform and further needed developments… It’s also in this private room that we discuss about our next video conference, meetings, special events such as call for topics for the blog.

 

Lithy_superfan_1.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Lithy_superfan_2.png

 

 

 

 

 

 

 

 

 

 

Lithy_superfan_3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

To transmit these values across the community, members must have taken the ownership of this online space. For this magic to operate, the online community needs to resonate with the members. Each members needs to feel comfortable navigating this online community. The customer experience must be positive.

 

The video launch takes the advantage of this simplicity: the ability to create something great together.

 

The ranking starts in a reference universe known from all but gradually draws references from the gaming world, while relying on the values of the Forum:

 

Lithy_superfan_4.jpg

 

 

 

 

 

 

 

- The “Builders” who by their contributions and exchanges secure and solidify the base of collective knowledge:

Lithy_superfan_5.jpg

 

 

 

 

 

 

 

 

- The “Enchanters” are recognized both for the quality of information they provide and the benevolence that radiates around them:

Lithy_superfan_6.jpg

 

 

 

 

 

 

 

 

After only 1 month and a half, our community has now 40 super-users with a high level of posts - Vindedious (1600), Kendokanne (1700), Boriswap (1300), Dartagnan (1400)…  They are some of our heroes you can visit in the “Forum SFR” community.

 

Discussions between all the community members and the super-users give us the opportunity to detect very quickly any malfunction and to inform the community when a problem is solved. For example, Kendonkanne initiative helped to qualify a problem with sms billing, to solve it very quickly and to relay the information in a public mode. This enabled to reassure our customers that have send us a lot of sweet words.

 

Lithy_superfan_7.png

 

 

 

 

 

 

 

 

 

 

 

 

 

40 Super-users provide 50% of the Community content

 

In addition of this efficiency, pleasure of sharing and conviviality moved in : Almost 2,100 posts shared within our Community on the “Discussion du Comptoir” pages. In a month and half, discussions are as well about music and cinema as Art in general.

 

The strength brought by our Community Management team are:

  1. Sincerity and authenticity,
  2. the wish to humanize the online relationships,
  3. the genuine desire to develop and reward anonymous expert by making them shine under the limelight.

We will meet for real and for the first time our super-users on March 22nd. It’s our way to celebrate Spring!

 

Goal : The official launch of our super-users program and share its content – Virtual Workshop and meeting with SFR experts, SFR site visits, game to participate to events such as new mobile launch, celebration and more.

 

Their first mission, find a name to the program. And to close the day, a great surprise is waiting for them. One of the founders of the Manau Group will be there to explain the story of “La tribu de Dana”, a very well known song in the 90’s, before we capture a great picture of all our superusers with our Polaroid.

 

The relationship between and with our super-users is essential and strong. The idea for this year is to offer them a customized T-Shirt with their username, a way for us to build a story together… See you soon with more input about this great Adventure.

 

Sandie & the community management team : Cindy, Manuela, Fabien, Fanja & Emmanuelle

 

http://forum.sfr.fr/t5/Les-news/Qui-est-la-Social-Media-Manager/ba-p/18598

http://forum.sfr.fr/t5/Les-news/Qui-sont-vos-Community-Managers/ba-p/9936

 

Status:
2013 Lithy Submission

Lithys 2013: Cisco - Best Superfan Story or Insigh...

By DeniseJ
DeniseJ

Lithys 2013: Cisco - Best Superfan Story or Insight

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-12-2013 02:45 PM - edited ‎02-13-2013 09:41 AM

Company: CiscoCisco logo.jpg

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Superfan Story or Insight

_____________________________________________

 

Lithy Fan 1.png

Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. Our users are extremely engaged in driving Tech Zone’s collaboration and content creation to the next level.  

With this in mind, Tech Zone launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.

 

(Greasemonkey is a browser add-on that allows users to customize the behavior and display of a webpage using Javascript).

 

 

The idea behind this contest was to give engineers an opportunity to innovate within Tech Zone. In addition to the prizes the winners had their scripts natively integrated in to Tech Zone.  One big advantage of the Lithium platform is that taking these scripts and integrating them as native features is a relatively simple process.

 

This initiative triggered the engineers to experiment and enhance a platform to make it more their own. They developed some incredible new features such as:

 

A Table of Contents option on the rich text editor

Lithy Fan 2.png

 

 

 

 

 

 

 

 

 

 

 

 

A Tech Zone Navigator that will show in all the pages

Lithy Fan 3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

A "Kudo Givers" widget to allow users to view the list of kudo givers for a thread or TKB article

 

Lithy Fan 4.png

 

 

 

 

 

 

Lithy Fan 5.png

Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners.

 

You know, what people like today is to have very powerful tools that are very easy to use.

If the tools are amazingly powerful (as Tech Zone is), but not easy to use, then people might not use it which is really sad. Also, it will make Tech Zone a bit faster, as users can jump directly to the category they need, without the need of an additional jump to the homepage.

I know that it is only a matter of a few seconds, but the difference between Usain Bolt and an average person on a 100 meter run is also a matter of a couple of seconds :-)” - GreaseMonkey Winner Tristan Van Egroo.

 


Company: CiscoCisco logo.jpg

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Superfan Story or Insight

_____________________________________________

 

Lithy Fan 1.png

Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. Our users are extremely engaged in driving Tech Zone’s collaboration and content creation to the next level.  

With this in mind, Tech Zone launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.

 

(Greasemonkey is a browser add-on that allows users to customize the behavior and display of a webpage using Javascript).

 

 

The idea behind this contest was to give engineers an opportunity to innovate within Tech Zone. In addition to the prizes the winners had their scripts natively integrated in to Tech Zone.  One big advantage of the Lithium platform is that taking these scripts and integrating them as native features is a relatively simple process.

 

This initiative triggered the engineers to experiment and enhance a platform to make it more their own. They developed some incredible new features such as:

 

A Table of Contents option on the rich text editor

Lithy Fan 2.png

 

 

 

 

 

 

 

 

 

 

 

 

A Tech Zone Navigator that will show in all the pages

Lithy Fan 3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

A "Kudo Givers" widget to allow users to view the list of kudo givers for a thread or TKB article

 

Lithy Fan 4.png

 

 

 

 

 

 

Lithy Fan 5.png

Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners.

 

You know, what people like today is to have very powerful tools that are very easy to use.

If the tools are amazingly powerful (as Tech Zone is), but not easy to use, then people might not use it which is really sad. Also, it will make Tech Zone a bit faster, as users can jump directly to the category they need, without the need of an additional jump to the homepage.

I know that it is only a matter of a few seconds, but the difference between Usain Bolt and an average person on a 100 meter run is also a matter of a couple of seconds :-)” - GreaseMonkey Winner Tristan Van Egroo.

 

Status:
2013 Lithy Submission

Lithys 2013: BSkyB - Best Superfan Story or Insigh...

By DeniseJ
DeniseJ

Lithys 2013: BSkyB - Best Superfan Story or Insight

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-20-2013 10:57 AM - edited ‎03-22-2013 08:37 AM

Company: BSkyBsky logo.png

Entry submitted by: Jenny Stewart (JST03) Community Content Manager

Community: Sky Help Forum (helpforum.sky.com)

Lithy category: Best Superfan Story or Insight

________________________________________________

 

Lithy_superfan_1.jpg

 

Best Superfan Story/Insight

BSkyB

2013

 

In July 2012 we introduced our innovative Super User Program on the Sky Help Forum Community, recognising the super contributions from some of our forum members. Our Sky Help Community Super Users are individuals from within our Community who are the ultimate Sky boffins. Their technical prowess, detailed knowledge and broad range of expertise mean that they are the most valuable commodity in sourcing answers to our Customers questions. Whether they are technical aficionados looking to get the optimum performance of advanced applications or a technophile looking to simply decipher the jargon our Super Users can offer insight and support across our Customer base. All of our Super Users are independent of Sky and offer a true Customer insight in how to get the best from our products and services.

 

We wanted to implement a Super User program which truly recognised those active members within our Community who were advocates of sharing knowledge and best practice and wholeheartedly encompassed our methodology of peer to peer support and inclusion.

 

In being an advocate of our Customers and understanding their viewpoint our Super Users can offer a definitive insight into the sentiment of our audience and work with us to envisage a cohesive community built upon our core values. Our current base of 12 Super Users, have been recognised not only by Sky but by their peers as frequent, knowledgeable contributors with the Kudos and Accepted solutions to prove they are ‘worthy’ :smileyhappy:

 

To recognise the contribution of our band of expert Superfans we provide them with enhanced access to encapsulate them as part of the Sky team. “The Boardroom” our Private Community boiler room allows us to engage with our Super Users at a unique level understanding their views, ideas and feedback on new product trials, services and general discussions about almost everything. Not only that, but their contributions to our dedicated Knowledge Base and Monthly Blog articles truly gives a unique view of what it means to be a Super User and a true Sky Superfan.

 

One of our original community members on the Sky Help Forum was Annie+UK who registered on 27th October 2010 and has become a mainstay Sky boffin across our Help Forum offering insightful help and support to our Customers.

 

Lithy_superfan_2.png

 

As a respected senior member within our community Annie+UK is our ultimate Superfan and was a first choice to join our Super User Program when launched.

 

However, it wasn’t always that way. During the early days, Annie+UK felt frustrations with regard to issues she was having related to her service provision and how this was handled from a customer support point of view, all of her frustrations were evident in her posts. A lot of this had to do with transparency, product development and honest communication. In case managing the issues experienced by Annie+UK we began to develop a foundation of open communication and feedback which offered us key insights into the sentiment of our wider community. Her insight was invaluable as a true testament of the value of our Customer’s knowledge and experience. Cultivating a strong relationship based on a mutual support and shared knowledge has integrated Annie+UK and our wider Super Users into the Sky team.

 

Being part of the Super User program and having the opportunity to build relationships with the Sky team allowed us to be more open and honest and along with having the opportunity to be involved in beta trials has helped change Annie+Uk’s opinion and rather than leaving the community she has become an advocate, this is evident in her having read 90%of all posts across our Community Forum and in supporting her peer customer group has responded to in excess of 2,750 Customer queries.

 

Lithy_superfan_3.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Her continued support of our Community members in sharing her knowledge and advice has assured her respected status as one of our key Super Users. She is not afraid to ask difficult questions and pose feedback directly to us based on Customer experiences which, assures that we can continually improve our service for our Customers. Her inspirational and engaging manner has assured she is an advocate of both our Customers and Sky which, has been key in the continued development of our Community and indeed our service provision.

 

Lithy_superfan_4.jpg

 

In essence, Annie+UK has spent over 1 ½ years logged into the community, for a community that is less than 3 years old…making Annie+UK our ultimate Super Fan.

 

 

 


Company: BSkyBsky logo.png

Entry submitted by: Jenny Stewart (JST03) Community Content Manager

Community: Sky Help Forum (helpforum.sky.com)

Lithy category: Best Superfan Story or Insight

________________________________________________

 

Lithy_superfan_1.jpg

 

Best Superfan Story/Insight

BSkyB

2013

 

In July 2012 we introduced our innovative Super User Program on the Sky Help Forum Community, recognising the super contributions from some of our forum members. Our Sky Help Community Super Users are individuals from within our Community who are the ultimate Sky boffins. Their technical prowess, detailed knowledge and broad range of expertise mean that they are the most valuable commodity in sourcing answers to our Customers questions. Whether they are technical aficionados looking to get the optimum performance of advanced applications or a technophile looking to simply decipher the jargon our Super Users can offer insight and support across our Customer base. All of our Super Users are independent of Sky and offer a true Customer insight in how to get the best from our products and services.

 

We wanted to implement a Super User program which truly recognised those active members within our Community who were advocates of sharing knowledge and best practice and wholeheartedly encompassed our methodology of peer to peer support and inclusion.

 

In being an advocate of our Customers and understanding their viewpoint our Super Users can offer a definitive insight into the sentiment of our audience and work with us to envisage a cohesive community built upon our core values. Our current base of 12 Super Users, have been recognised not only by Sky but by their peers as frequent, knowledgeable contributors with the Kudos and Accepted solutions to prove they are ‘worthy’ :smileyhappy:

 

To recognise the contribution of our band of expert Superfans we provide them with enhanced access to encapsulate them as part of the Sky team. “The Boardroom” our Private Community boiler room allows us to engage with our Super Users at a unique level understanding their views, ideas and feedback on new product trials, services and general discussions about almost everything. Not only that, but their contributions to our dedicated Knowledge Base and Monthly Blog articles truly gives a unique view of what it means to be a Super User and a true Sky Superfan.

 

One of our original community members on the Sky Help Forum was Annie+UK who registered on 27th October 2010 and has become a mainstay Sky boffin across our Help Forum offering insightful help and support to our Customers.

 

Lithy_superfan_2.png

 

As a respected senior member within our community Annie+UK is our ultimate Superfan and was a first choice to join our Super User Program when launched.

 

However, it wasn’t always that way. During the early days, Annie+UK felt frustrations with regard to issues she was having related to her service provision and how this was handled from a customer support point of view, all of her frustrations were evident in her posts. A lot of this had to do with transparency, product development and honest communication. In case managing the issues experienced by Annie+UK we began to develop a foundation of open communication and feedback which offered us key insights into the sentiment of our wider community. Her insight was invaluable as a true testament of the value of our Customer’s knowledge and experience. Cultivating a strong relationship based on a mutual support and shared knowledge has integrated Annie+UK and our wider Super Users into the Sky team.

 

Being part of the Super User program and having the opportunity to build relationships with the Sky team allowed us to be more open and honest and along with having the opportunity to be involved in beta trials has helped change Annie+Uk’s opinion and rather than leaving the community she has become an advocate, this is evident in her having read 90%of all posts across our Community Forum and in supporting her peer customer group has responded to in excess of 2,750 Customer queries.

 

Lithy_superfan_3.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Her continued support of our Community members in sharing her knowledge and advice has assured her respected status as one of our key Super Users. She is not afraid to ask difficult questions and pose feedback directly to us based on Customer experiences which, assures that we can continually improve our service for our Customers. Her inspirational and engaging manner has assured she is an advocate of both our Customers and Sky which, has been key in the continued development of our Community and indeed our service provision.

 

Lithy_superfan_4.jpg

 

In essence, Annie+UK has spent over 1 ½ years logged into the community, for a community that is less than 3 years old…making Annie+UK our ultimate Super Fan.

 

 

 

Status:
2013 Lithy Submission

Lithys 2013: Groupe Casino - Best Community Techni...

By DeniseJ
DeniseJ

Lithys 2013: Groupe Casino - Best Community Technical Implementation

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-14-2013 02:18 PM - edited ‎02-21-2013 08:00 AM

Company: Groupe Casinocvous logo.jpg

Entry submitted by: Henrik Perrochon (Henrik) C'Vous Co-founder

Community: C'Vous (www.cvous.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

In February 2012, we launched Cvous.com, the 1st community in France where customers can interact to create products and services for our stores. We had already thought about the design of our community and its user interface when we started working with Lithium. We wanted every C’Vous member to be able to contribute easily from the member’s page and from the website home page.

 

Lithy_Tech Imp_1.png

 

Lithy_Tech Imp_2.pngTo reach these goals, we’ve created many different custom components. Within the first year, the community grew significantly and with the number of posts increasing it began to be difficult for the members to follow comments and reply to their ideas or forum messages. To improve our members’ experience, we decided to implement a system of notifications. Every time they have a new rank or when other members give kudos or comment an idea or a forum board they have initiated, they get alerts in their notification system. 

 

 

 

 

We recently launched C’Vos recettes where members can post recipes and add the ingredients they need directly to their online shopping cart. To enable them to add recipes, we created a specific idea post page in which the community member can enter a title, ingredients and instructions. This page was technically mandatory to enable the external widget to transform any member’s recipe into a list of ingredients to order. It configures the post to look like a recipe to help the user writing its recipe.

 

Lithy_Tech Imp_3.png

 

On the C’Vos recettes’ post page, ingredients (“40g of dark chocolate”) are turned into generic ingredients (“chocolate”) which are automatically identified as labels and tags. This makes it possible to filter all recipes by ingredient. In the future, we will launch a mobile application that will allow our customers to scan a product in stores and display all related recipes available on C’Vous.

 

Lithy_Tech Imp_4.png

 


Company: Groupe Casinocvous logo.jpg

Entry submitted by: Henrik Perrochon (Henrik) C'Vous Co-founder

Community: C'Vous (www.cvous.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

In February 2012, we launched Cvous.com, the 1st community in France where customers can interact to create products and services for our stores. We had already thought about the design of our community and its user interface when we started working with Lithium. We wanted every C’Vous member to be able to contribute easily from the member’s page and from the website home page.

 

Lithy_Tech Imp_1.png

 

Lithy_Tech Imp_2.pngTo reach these goals, we’ve created many different custom components. Within the first year, the community grew significantly and with the number of posts increasing it began to be difficult for the members to follow comments and reply to their ideas or forum messages. To improve our members’ experience, we decided to implement a system of notifications. Every time they have a new rank or when other members give kudos or comment an idea or a forum board they have initiated, they get alerts in their notification system. 

 

 

 

 

We recently launched C’Vos recettes where members can post recipes and add the ingredients they need directly to their online shopping cart. To enable them to add recipes, we created a specific idea post page in which the community member can enter a title, ingredients and instructions. This page was technically mandatory to enable the external widget to transform any member’s recipe into a list of ingredients to order. It configures the post to look like a recipe to help the user writing its recipe.

 

Lithy_Tech Imp_3.png

 

On the C’Vos recettes’ post page, ingredients (“40g of dark chocolate”) are turned into generic ingredients (“chocolate”) which are automatically identified as labels and tags. This makes it possible to filter all recipes by ingredient. In the future, we will launch a mobile application that will allow our customers to scan a product in stores and display all related recipes available on C’Vous.

 

Lithy_Tech Imp_4.png

 

Status:
2013 Lithy Submission

Lithys 2013: Spotify - Best Superfan Story or Insi...

By DeniseJ
DeniseJ

Lithys 2013: Spotify - Best Superfan Story or Insight

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ on ‎02-22-2013 10:14 AM - last edited on ‎10-28-2013 12:04 PM by Community Manager Community Manager

Company: Spotifyspotify logo.gif

Entry submitted by: Rocio Guerrero (rociogc86) Community Manager

Community: Spotify (community.spotify.com)

Lithy category: Best Superfan Story or Insight

___________________________________________________________________

 

In just one year the Spotify Community has accumulated 15-20 super users, and all of them super cool and amazing folks. However just 6 months ago..a 20 year old boy from England started shining like a star in our Spotify Community! We are all amazed by his work, passion, enthusiasm, talent, kindness...he just has it all! We are very happy to introduce you to "Hammeh"....if you want to know more about this little fella and his more than 6,000 posts in 6 months!!! We've dedicated this song to Hammeh. Take a listen!

 

View the infographic here: Best Fan Story Ever!

 

 


Company: Spotifyspotify logo.gif

Entry submitted by: Rocio Guerrero (rociogc86) Community Manager

Community: Spotify (community.spotify.com)

Lithy category: Best Superfan Story or Insight

___________________________________________________________________

 

In just one year the Spotify Community has accumulated 15-20 super users, and all of them super cool and amazing folks. However just 6 months ago..a 20 year old boy from England started shining like a star in our Spotify Community! We are all amazed by his work, passion, enthusiasm, talent, kindness...he just has it all! We are very happy to introduce you to "Hammeh"....if you want to know more about this little fella and his more than 6,000 posts in 6 months!!! We've dedicated this song to Hammeh. Take a listen!

 

View the infographic here: Best Fan Story Ever!

 

 

Status:
2013 Lithy Winner

Lithys 2013: Barclaycard - Best Social Marketing P...

By DeniseJ

Company: Barclaycard USbarclaycard logo.png

Entry submitted by: Jen Hitchens (JenH) Social Media Manager

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Social Marketing Program

___________________________________________________________________

 

Barclaycard Ring MasterCard© is a very simple credit card product with a low interest rate, simple terms and no annual or balance transfer fees. But what sets Barclaycard Ring apart is its use of online communities in an innovative way to talk with card members about the product and how it should evolve. The Barclaycard Ring team also developed the industry’s first profit sharing program with card members, called Giveback™. This aligns the interests of both bank and card member like never before and opens the door for both to advance the cause of charities. And to help crystalize the trust, the team posts the financial statistics for the program on the website and discuss the results each month.

 

Barclaycard Ring possesses true integration in its overall marketing strategy by creating cohesive, branded messaging across all internal and external platforms. The primary focus of communications is centered on the engagement of the Barclaycard Ring community and is supported by a content creation strategy designed to build relationships with the card members. Barclaycard Ring provides multi-channel access for to this unique content through its Facebook page, Twitter channel, Google + page, YouTube channel as well as email marketing messages. The ‘public-facing’ site, BarclaycardRing.com also enables visitors (without logging in to the secure account servicing site) to consume and share out blog content via Facebook, Twitter and Google+.  

 

Social Media Integration

Lithy_Mktg_1.png

 

Social Sharing and Referral

Lithy_Mktg_2.png

 

Social Sharing via External Site

Lithy_Mktg_3.png

 

Social Media Marketing

Lithy_Mktg_4.png

 


Integration with Email Marketing

‘The weekly’ email provides a summary to community members of the latest activity within the community. This high level recap has yielded a consistent CTR and provides a lift in site visitation and engagement. ‘The Weekly’ email features blog content, trending discussion thread, “Quote of the Week” featuring a specific community member, their avatar and rank, a recent comment, recent statistics, current survey or voting option as well as the Top 4 contributing community members and links to all of the Barclaycard Ring social media platforms.

Lithy_Mktg_5.png

Through our social media marketing initiatives, Barclaycard Ring has been able to improve our card member experience, provide a new platform for servicing our customers, and has built new advocacy programs and increase brand loyalty. Our objectives focus on:

  • Improving customer experience by leveraging the community for digital servicing
  • Increase loyalty and usage of the card
  • Create content and build relationships to positively impact the financial literacy of the community

Lithy_Mktg_6.png

 

Improving Top Line Revenue & Loyalty

Barclaycard Ring has only been live for 10 months and generated over $500K in revenue.  The future looks even brighter for Barclaycard Ring, as the customers engaged in our community close far less often and are remaining loyal to Barclaycard at record levels.

 

Lithy_Mktg_7.png

 

Industry Recognition for Improved Customer Experience

Lithy_Mktg_8.png


Company: Barclaycard USbarclaycard logo.png

Entry submitted by: Jen Hitchens (JenH) Social Media Manager

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Social Marketing Program

___________________________________________________________________

 

Barclaycard Ring MasterCard© is a very simple credit card product with a low interest rate, simple terms and no annual or balance transfer fees. But what sets Barclaycard Ring apart is its use of online communities in an innovative way to talk with card members about the product and how it should evolve. The Barclaycard Ring team also developed the industry’s first profit sharing program with card members, called Giveback™. This aligns the interests of both bank and card member like never before and opens the door for both to advance the cause of charities. And to help crystalize the trust, the team posts the financial statistics for the program on the website and discuss the results each month.

 

Barclaycard Ring possesses true integration in its overall marketing strategy by creating cohesive, branded messaging across all internal and external platforms. The primary focus of communications is centered on the engagement of the Barclaycard Ring community and is supported by a content creation strategy designed to build relationships with the card members. Barclaycard Ring provides multi-channel access for to this unique content through its Facebook page, Twitter channel, Google + page, YouTube channel as well as email marketing messages. The ‘public-facing’ site, BarclaycardRing.com also enables visitors (without logging in to the secure account servicing site) to consume and share out blog content via Facebook, Twitter and Google+.  

 

Social Media Integration

Lithy_Mktg_1.png

 

Social Sharing and Referral

Lithy_Mktg_2.png

 

Social Sharing via External Site

Lithy_Mktg_3.png

 

Social Media Marketing

Lithy_Mktg_4.png

 


Integration with Email Marketing

‘The weekly’ email provides a summary to community members of the latest activity within the community. This high level recap has yielded a consistent CTR and provides a lift in site visitation and engagement. ‘The Weekly’ email features blog content, trending discussion thread, “Quote of the Week” featuring a specific community member, their avatar and rank, a recent comment, recent statistics, current survey or voting option as well as the Top 4 contributing community members and links to all of the Barclaycard Ring social media platforms.

Lithy_Mktg_5.png

Through our social media marketing initiatives, Barclaycard Ring has been able to improve our card member experience, provide a new platform for servicing our customers, and has built new advocacy programs and increase brand loyalty. Our objectives focus on:

  • Improving customer experience by leveraging the community for digital servicing
  • Increase loyalty and usage of the card
  • Create content and build relationships to positively impact the financial literacy of the community

Lithy_Mktg_6.png

 

Improving Top Line Revenue & Loyalty

Barclaycard Ring has only been live for 10 months and generated over $500K in revenue.  The future looks even brighter for Barclaycard Ring, as the customers engaged in our community close far less often and are remaining loyal to Barclaycard at record levels.

 

Lithy_Mktg_7.png

 

Industry Recognition for Improved Customer Experience

Lithy_Mktg_8.png

Status:
2013 Lithy Winner

Lithys 2013: BSkyB - Best Social Support Program

By DeniseJ
DeniseJ

Lithys 2013: BSkyB - Best Social Support Program

Status: 2013 Lithy Winner
by Lithium Technologies DeniseJ ‎03-20-2013 10:45 AM - edited ‎03-22-2013 08:59 AM

Company: BSkyBsky logo.png

Entry submitted by: Jenny Stewart (JST03) Community Content Manager

Community: Sky Help Forum (helpforum.sky.com)

Lithy category: Best Social Support Program

________________________________________________

 

Lithy_Support_1.jpg 

 

Best Social Support Program

BSkyB

2013

 

BskyB has become an integral part of our modern entertainment society with in excess of 10 million subscribers across the UK and Ireland.

 

As part of our core vision of “Believe in Better” we have implemented a multi-platform Customer interaction and engagement model to create a culture of entertaining, exciting and inspiring our Customers. As a pioneer of modern entertainment and Customer service we developed a fully integrated Social support Customer program encapsulating Sky Help Forums, Facebook and Twitter delivering service excellence whenever and wherever our Customers need us.

 

Our Vision

 

“To ensure our existing Community and Social Media channels are kept relevant, informative and engaging. To develop emergent channels to engage our current subscribers, enhance our brand/recognition with our Online Customer base.”

 

Our core goal in implementing a cohesive Customer Service structure is centered upon the integration of our Social Channels and Customer support services, whilst promoting a culture of peer to peer support and online self-help.

 

Empowering our Customers to utilise the wealth of self-service options online supports the fast paced lifestyles of our Customer base allowing them to access the information they need at the click of a button at a time that suits them. In increasing community traffic and engagement, we have identified a core improvement in Customer first time resolution, Customer satisfaction and Net Promoter Scores.

 

Our Strategy

 

Our core methodology within Sky is “Believe in Better” from investing in our Customers, our product and our people we have created a culture of continuous improvement and development. Our social support streams are unique in their integration as a cohesive Social Customer Support program combining an end to end Customer experience.

 

Lithy_Support_2.pngThe Sky Help Forum launched in October 2010 since then our community has grown to nearly 250,000 registered users, which is 250% up on last year.

 

We have seen our engagement on the community increase in the last year and we now have 9,708 marked accepted solutions. Over the last six months our thread views have reached in excess of 1.5 million each week.

 

We have also introduced Ask a Question and a Knowledge Base to help support our Customers in getting an answer to their query or issue quickly.

 

Our Knowledge Base is proving a great success to both our Community and Sky as a whole. We currently have 65 articles within the Knowledge Base with in excess of 127,813 article views in one month alone (February – March 2013) Our Knowledge Base is fast becoming a “One Stop Shop” for troubleshooting guides, hints & tips and ‘How To’ guides for our Community members and visitors.

 

To enrich support for our Customers we have expanded our Communities & Social Media team at Sky to incorporate a Community & Engagement team and a Designated Case Handling team. In optimising our Customer Service strategy in terms of social support we have utilised both the traditional Customer insight frameworks based upon KPIs of Customer sentiment, traffic and SEO analysis but also we have implemented a core Customer insight strategy to ensure that we continue to improve the service we offer our audience.

 

Our Customer insight strategy includes the implementation of Customer direct feedback sessions based both in an online WebEx environment and Customer closeness events to understand the experiences of our Customers. This insight has proved invaluable in the continued improvement of Customer support with the future implementation of gamification and supportive resources. The insight provided in terms of the continued optimisation of our social platforms, use of KPI metrics in terms of sentiment, SEO analytics and Customer satisfaction also support continued improvement across our Contact Centre operations providing key insight into service provision, product insight and Customer engagement thus influencing improvement programs across the organisation.

 

Lithy_Support_4.jpgAs part of our Customer improvement initiatives we have launched the One Service Programme offering an individualised Customer support stream within our Contact Centres and our dedicated One Service online Community.

 

The core ethos of One Service is to provide our Customers with continued Service Excellence in their end to end Customer journey from joining Sky to help and support. The initial One Service programme has launched to a pilot group customer base of 400,000 Customers in a key geographical location.

 

The measures of success in terms of individualised support have been resoundingly successful in terms of core operational metrics of Customer First Time resolution, Customer satisfaction and NPS. We have introduced brand new online features exclusively for One Service Customers including “My Help Request” that allows our Customers to manage their account and get in touch with us should they have any questions or experience any issues.

 

The My Help Request Portal is a central hub to raise help requests and manage any existing enquiries related to Sky products and services. All My Help Requests are case managed by our team of specialist trained Sky staff who resolve queries and answer any questions within 24 hours providing updates via text alerts or email.

 

In offering our Customers multi-platform help it was key that our internal structure in terms of processes and insight was robust and inclusive in terms of shared knowledge and best practice. Developing a core network of Specialists across our varying products and services assures that our audience demographic receives simply great service regardless of their chosen channel. Historically, our internal operational structure and process was designed to support Customer interaction in a standardised contact centre format however, with the inception of help and support across social channels outlining Customer journeys based upon each individual social channel was imperative in offering tailored solutions based on the method of contact.

 

Our core Customer Response Management system is now reflective of each individual Customer’s journey across all products and contact channels. Individual case management of each Customer’s enquiries across both our Lithium Social Monitoring/Social interaction platform and our internal Customer Response Management system provides a holistic view of each Customer’s activity and interactions allowing our people to provide an individualised service in understanding our Customers.

 

“Just knowing this has been achieved with the customer only needing their use of their smartphone/tablet/laptop opens up a world of possibilities. No more waiting on hold, no more call flows or robotic responses, just 100% satisfaction! And the best part of it all? The system is still in its infancy and will get even better with future updates!” - Dave Charleston, Community Co-Ordinator

 

Outcome/Results

 

As a pioneer of multi-platform entertainment and Customer interaction we continue to develop new and innovative ways to engage and offer support to our Customers. From Social Media to Interactive help via their Remote Control we have assured that our Customers are at the heart of our business.

 

The introduction of social interaction across multiple platforms has shown not only seen an increase in interactivity– over 82,000 interactions per month - but an increase in Customer satisfaction to 87%. Similarly, NPS for both Twitter and Chat Services has also increased substantially to 61% and 64% respectively.

 

In addition to increased usage and satisfaction, BSkyB has seen significant savings through call deflection with circa 11% Customers saying their visit to the forum partially resolved their query; and a further 29% of customers surveyed within the forum stating their query had been fully resolved to their satisfaction negating the requirement to contact us via telephone.

 

“I think that our use of social media along with our own in-house help forum is second to none due to the interaction we are enabled to have with our customers. Actually dealing with their inquiries through this form of communication allows us to deal with a customer at a time which is convenient for them, but it also allows us to deal with a customer from their initial query all the way through to a resolution for the most part.” - Fraser Hughes, Community Co-Ordinator

 

 

 


Company: BSkyBsky logo.png

Entry submitted by: Jenny Stewart (JST03) Community Content Manager

Community: Sky Help Forum (helpforum.sky.com)

Lithy category: Best Social Support Program

________________________________________________

 

Lithy_Support_1.jpg 

 

Best Social Support Program

BSkyB

2013

 

BskyB has become an integral part of our modern entertainment society with in excess of 10 million subscribers across the UK and Ireland.

 

As part of our core vision of “Believe in Better” we have implemented a multi-platform Customer interaction and engagement model to create a culture of entertaining, exciting and inspiring our Customers. As a pioneer of modern entertainment and Customer service we developed a fully integrated Social support Customer program encapsulating Sky Help Forums, Facebook and Twitter delivering service excellence whenever and wherever our Customers need us.

 

Our Vision

 

“To ensure our existing Community and Social Media channels are kept relevant, informative and engaging. To develop emergent channels to engage our current subscribers, enhance our brand/recognition with our Online Customer base.”

 

Our core goal in implementing a cohesive Customer Service structure is centered upon the integration of our Social Channels and Customer support services, whilst promoting a culture of peer to peer support and online self-help.

 

Empowering our Customers to utilise the wealth of self-service options online supports the fast paced lifestyles of our Customer base allowing them to access the information they need at the click of a button at a time that suits them. In increasing community traffic and engagement, we have identified a core improvement in Customer first time resolution, Customer satisfaction and Net Promoter Scores.

 

Our Strategy

 

Our core methodology within Sky is “Believe in Better” from investing in our Customers, our product and our people we have created a culture of continuous improvement and development. Our social support streams are unique in their integration as a cohesive Social Customer Support program combining an end to end Customer experience.

 

Lithy_Support_2.pngThe Sky Help Forum launched in October 2010 since then our community has grown to nearly 250,000 registered users, which is 250% up on last year.

 

We have seen our engagement on the community increase in the last year and we now have 9,708 marked accepted solutions. Over the last six months our thread views have reached in excess of 1.5 million each week.

 

We have also introduced Ask a Question and a Knowledge Base to help support our Customers in getting an answer to their query or issue quickly.

 

Our Knowledge Base is proving a great success to both our Community and Sky as a whole. We currently have 65 articles within the Knowledge Base with in excess of 127,813 article views in one month alone (February – March 2013) Our Knowledge Base is fast becoming a “One Stop Shop” for troubleshooting guides, hints & tips and ‘How To’ guides for our Community members and visitors.

 

To enrich support for our Customers we have expanded our Communities & Social Media team at Sky to incorporate a Community & Engagement team and a Designated Case Handling team. In optimising our Customer Service strategy in terms of social support we have utilised both the traditional Customer insight frameworks based upon KPIs of Customer sentiment, traffic and SEO analysis but also we have implemented a core Customer insight strategy to ensure that we continue to improve the service we offer our audience.

 

Our Customer insight strategy includes the implementation of Customer direct feedback sessions based both in an online WebEx environment and Customer closeness events to understand the experiences of our Customers. This insight has proved invaluable in the continued improvement of Customer support with the future implementation of gamification and supportive resources. The insight provided in terms of the continued optimisation of our social platforms, use of KPI metrics in terms of sentiment, SEO analytics and Customer satisfaction also support continued improvement across our Contact Centre operations providing key insight into service provision, product insight and Customer engagement thus influencing improvement programs across the organisation.

 

Lithy_Support_4.jpgAs part of our Customer improvement initiatives we have launched the One Service Programme offering an individualised Customer support stream within our Contact Centres and our dedicated One Service online Community.

 

The core ethos of One Service is to provide our Customers with continued Service Excellence in their end to end Customer journey from joining Sky to help and support. The initial One Service programme has launched to a pilot group customer base of 400,000 Customers in a key geographical location.

 

The measures of success in terms of individualised support have been resoundingly successful in terms of core operational metrics of Customer First Time resolution, Customer satisfaction and NPS. We have introduced brand new online features exclusively for One Service Customers including “My Help Request” that allows our Customers to manage their account and get in touch with us should they have any questions or experience any issues.

 

The My Help Request Portal is a central hub to raise help requests and manage any existing enquiries related to Sky products and services. All My Help Requests are case managed by our team of specialist trained Sky staff who resolve queries and answer any questions within 24 hours providing updates via text alerts or email.

 

In offering our Customers multi-platform help it was key that our internal structure in terms of processes and insight was robust and inclusive in terms of shared knowledge and best practice. Developing a core network of Specialists across our varying products and services assures that our audience demographic receives simply great service regardless of their chosen channel. Historically, our internal operational structure and process was designed to support Customer interaction in a standardised contact centre format however, with the inception of help and support across social channels outlining Customer journeys based upon each individual social channel was imperative in offering tailored solutions based on the method of contact.

 

Our core Customer Response Management system is now reflective of each individual Customer’s journey across all products and contact channels. Individual case management of each Customer’s enquiries across both our Lithium Social Monitoring/Social interaction platform and our internal Customer Response Management system provides a holistic view of each Customer’s activity and interactions allowing our people to provide an individualised service in understanding our Customers.

 

“Just knowing this has been achieved with the customer only needing their use of their smartphone/tablet/laptop opens up a world of possibilities. No more waiting on hold, no more call flows or robotic responses, just 100% satisfaction! And the best part of it all? The system is still in its infancy and will get even better with future updates!” - Dave Charleston, Community Co-Ordinator

 

Outcome/Results

 

As a pioneer of multi-platform entertainment and Customer interaction we continue to develop new and innovative ways to engage and offer support to our Customers. From Social Media to Interactive help via their Remote Control we have assured that our Customers are at the heart of our business.

 

The introduction of social interaction across multiple platforms has shown not only seen an increase in interactivity– over 82,000 interactions per month - but an increase in Customer satisfaction to 87%. Similarly, NPS for both Twitter and Chat Services has also increased substantially to 61% and 64% respectively.

 

In addition to increased usage and satisfaction, BSkyB has seen significant savings through call deflection with circa 11% Customers saying their visit to the forum partially resolved their query; and a further 29% of customers surveyed within the forum stating their query had been fully resolved to their satisfaction negating the requirement to contact us via telephone.

 

“I think that our use of social media along with our own in-house help forum is second to none due to the interaction we are enabled to have with our customers. Actually dealing with their inquiries through this form of communication allows us to deal with a customer at a time which is convenient for them, but it also allows us to deal with a customer from their initial query all the way through to a resolution for the most part.” - Fraser Hughes, Community Co-Ordinator

 

 

 

Status:
2013 Lithy Submission

Lithys 2013: Barclaycard - Best Community Technica...

By DeniseJ

Company: Barclaycard USbarclaycard logo.png

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.

 

Lithy_Tech_3.pngSeamless Customer Experience

Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.

 

Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.

 

Community Financials

Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.

 

3rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.

 

Lithy_Tech_4.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Gamification

The ultimate in credit card gamification:

Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.

 

Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.

 

Lithy_Tech_5.png

 

Lithy_Tech_6.pngRefer a Friend

Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.

 

Polling

Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.

 

Lithy_Tech_7.png

 

Lithy_Tech_8.pngIntegration with Card Servicing

On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.

 

Profit Sharing

Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.

 

Lithy_Tech_9.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Promotional Site

BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.

 

Lithy_Tech_10.png


Company: Barclaycard USbarclaycard logo.png

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.

 

Lithy_Tech_3.pngSeamless Customer Experience

Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.

 

Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.

 

Community Financials

Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.

 

3rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.

 

Lithy_Tech_4.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Gamification

The ultimate in credit card gamification:

Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.

 

Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.

 

Lithy_Tech_5.png

 

Lithy_Tech_6.pngRefer a Friend

Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.

 

Polling

Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.

 

Lithy_Tech_7.png

 

Lithy_Tech_8.pngIntegration with Card Servicing

On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.

 

Profit Sharing

Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.

 

Lithy_Tech_9.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Promotional Site

BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.

 

Lithy_Tech_10.png

Status:
2013 Lithy Submission

Lithys 2013: Barclaycard - Best Community Design

By DeniseJ

Company: Barclaycard USbarclaycard logo.png

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Design

___________________________________________________________________

 

Barclaycard Ring’s community design is aesthetically beautiful and additionally there are 3 important elements that differentiate the site from other communities.

 

  1. “Barclaycard Ring” is not only the name of the product but a Ring graphic also visually plays into individual member identity while symbolizing that the member is part of a community. We’ve designed the Ring to be a functional object that not only denotes individual accomplishment but encapsulates the community experience created in the site itself.
  2. Ring is a site within a site and the design represents a visual integration of a community inside a credit card servicing site. The visual elements of the two sites are perfectly blended and the resulting single site has its own identity, navigation and rules.
  3. The design is simple and elegant and requires almost no learning curve for the user. Even though the site concept is completely new and innovative members know exactly how to navigate between the various features on the site.

Between the beautiful elegance of the design and the 3 differentiating elements above, we believe Barclaycard Ring’s community provides a step-change vision for the way digital communities will be designed in the future.

 

Beautiful “Pinterest-like” timeline gives members a snapshot of Barclaycard Ring’s ongoing story.

 

Lithy_Design_1.png

 

Card members can see their private information and then click over to participate in the community. As members navigate from servicing to community they move from a blue to orange background.

 

Lithy_Design_2.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We show our members the financials for the product in an elegant and simple way.  Even more financial details are revealed to the curious community member.

Lithy_Design_3.pngLithy_Design_4.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Members can easily elect to donate all or a portion of their Giveback™

to charity by using the slide rule function.

 

Lithy_Design_5.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Members vote on product features and evolve the core product.

Lithy_Design_6.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Member achievements are displayed in their “ring” and are illustrated by a wide assortment of colors that represent potential activities to improve the community.

Lithy_Design_7.png

 


Company: Barclaycard USbarclaycard logo.png

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Design

___________________________________________________________________

 

Barclaycard Ring’s community design is aesthetically beautiful and additionally there are 3 important elements that differentiate the site from other communities.

 

  1. “Barclaycard Ring” is not only the name of the product but a Ring graphic also visually plays into individual member identity while symbolizing that the member is part of a community. We’ve designed the Ring to be a functional object that not only denotes individual accomplishment but encapsulates the community experience created in the site itself.
  2. Ring is a site within a site and the design represents a visual integration of a community inside a credit card servicing site. The visual elements of the two sites are perfectly blended and the resulting single site has its own identity, navigation and rules.
  3. The design is simple and elegant and requires almost no learning curve for the user. Even though the site concept is completely new and innovative members know exactly how to navigate between the various features on the site.

Between the beautiful elegance of the design and the 3 differentiating elements above, we believe Barclaycard Ring’s community provides a step-change vision for the way digital communities will be designed in the future.

 

Beautiful “Pinterest-like” timeline gives members a snapshot of Barclaycard Ring’s ongoing story.

 

Lithy_Design_1.png

 

Card members can see their private information and then click over to participate in the community. As members navigate from servicing to community they move from a blue to orange background.

 

Lithy_Design_2.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We show our members the financials for the product in an elegant and simple way.  Even more financial details are revealed to the curious community member.

Lithy_Design_3.pngLithy_Design_4.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Members can easily elect to donate all or a portion of their Giveback™

to charity by using the slide rule function.

 

Lithy_Design_5.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Members vote on product features and evolve the core product.

Lithy_Design_6.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Member achievements are displayed in their “ring” and are illustrated by a wide assortment of colors that represent potential activities to improve the community.

Lithy_Design_7.png

 

Status:
2013 Lithy Submission

Lithys 2013: Rogers - Best Social Marketing Progra...

By DeniseJ
DeniseJ

Lithys 2013: Rogers - Best Social Marketing Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-14-2013 06:09 PM - edited ‎03-15-2013 12:24 PM

Company: Rogersrogers_logo_RR2.jpg

Entry submitted by: Gina Mulic (ginamulic) Manager, Social Media Support

Community: Rogers Community Forums (communityforums.rogers.com)

Lithy category: Best Social Marketing Program

________________________________________________

 

Lithy_marketing_1.jpgTech Essentials: Ask an Expert - connecting Rogers product teams with customers in an open conversation about their most challenging technology questions. Our new consumer website, Tech Essentials, was designed to provide Canadians with a deeper understanding of how today’s technology works.

 

To increase awareness for the site, corporate communications looked to the Rogers Community Forums for support. Over the last year the forums have become a platform for our product teams to engage directly with customers. In 2012, we covered mobile payment security and new product launches by hosting expert events.

 

Why use the Rogers Community Forums as a platform?

  • We know that over 90% of registered users are Rogers customers based on SSO ID sign-in
  • Events such as this give us a chance to present our point of view in an open and transparent way
  • The event creates link love for programs like Tech Essentials and promotes SEO.

Lithy_marketing_2.jpgThe “Tech Essentials: Ask an Expert” forum series will run throughout 2013, providing our forum users with insider access to our product teams. Our first event covered roaming, a topic that can generate confusion and frustration for customers. We held an open Q&A over a two-hour period and generated a dozen questions and three Accepted Solutions. We received great feedback from customers as we clarified some misconceptions they had.

 

Marketing integration – the event was promoted through these owned channels:

  • On our corporate blog Redboard
  • On our online consumer magazine Connected Rogers
  • Using direct channels, we invited 90,000 customers via email to the event
  • Via Twitter - @RogersHelps, @RogersBuzz and using the #techessentials hashtag
  • We also asked employees to invite family, friends and customers with an intranet story

How does an event like this improve the customer experience?

Product owners get to hear directly from customers. It generates immediate feedback that can be used to improve product offers.

 

How does an event like this drive revenue?

The event was hosted just a few days before March Break, one of the most popular travel times for Canadians. By targeting customers we believe likely to roam, and providing instructions for roaming without worry, we expect more customers will purchase travel packs.

 

How does an event like this build advocacy?

The Rogers Community Forums are peer-to-peer. By posting validated answers, we’re empowering members of the community to answer future questions. We’re looking forward to hosting future events, coordinating with the Tech Essentials Monthly Spotlight, some possible topics include data usage and how parents can keep their kids safe online.


Company: Rogersrogers_logo_RR2.jpg

Entry submitted by: Gina Mulic (ginamulic) Manager, Social Media Support

Community: Rogers Community Forums (communityforums.rogers.com)

Lithy category: Best Social Marketing Program

________________________________________________

 

Lithy_marketing_1.jpgTech Essentials: Ask an Expert - connecting Rogers product teams with customers in an open conversation about their most challenging technology questions. Our new consumer website, Tech Essentials, was designed to provide Canadians with a deeper understanding of how today’s technology works.

 

To increase awareness for the site, corporate communications looked to the Rogers Community Forums for support. Over the last year the forums have become a platform for our product teams to engage directly with customers. In 2012, we covered mobile payment security and new product launches by hosting expert events.

 

Why use the Rogers Community Forums as a platform?

  • We know that over 90% of registered users are Rogers customers based on SSO ID sign-in
  • Events such as this give us a chance to present our point of view in an open and transparent way
  • The event creates link love for programs like Tech Essentials and promotes SEO.

Lithy_marketing_2.jpgThe “Tech Essentials: Ask an Expert” forum series will run throughout 2013, providing our forum users with insider access to our product teams. Our first event covered roaming, a topic that can generate confusion and frustration for customers. We held an open Q&A over a two-hour period and generated a dozen questions and three Accepted Solutions. We received great feedback from customers as we clarified some misconceptions they had.

 

Marketing integration – the event was promoted through these owned channels:

  • On our corporate blog Redboard
  • On our online consumer magazine Connected Rogers
  • Using direct channels, we invited 90,000 customers via email to the event
  • Via Twitter - @RogersHelps, @RogersBuzz and using the #techessentials hashtag
  • We also asked employees to invite family, friends and customers with an intranet story

How does an event like this improve the customer experience?

Product owners get to hear directly from customers. It generates immediate feedback that can be used to improve product offers.

 

How does an event like this drive revenue?

The event was hosted just a few days before March Break, one of the most popular travel times for Canadians. By targeting customers we believe likely to roam, and providing instructions for roaming without worry, we expect more customers will purchase travel packs.

 

How does an event like this build advocacy?

The Rogers Community Forums are peer-to-peer. By posting validated answers, we’re empowering members of the community to answer future questions. We’re looking forward to hosting future events, coordinating with the Tech Essentials Monthly Spotlight, some possible topics include data usage and how parents can keep their kids safe online.

Status:
Past Lithy Winner

Best New Community: PayPal Community Help Forum

By PaulGi
PaulGi

Best New Community: PayPal Community Help Forum

Status: Past Lithy Winner
by Lithium Alumni (Retired) Lithium Alumni (Retired) on ‎03-24-2010 05:45 PM - last edited on ‎04-30-2012 05:37 PM by Community Manager Community Manager

If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more now

 

------

Category: Best New Community

 

Community: Paypal

Launch Date: October 27, 2009

Submitted by: Paypal Community Manager AmandaK

 

Logo 5.5 X 4.25 transparent.jpgSince its launch in 1998, PayPal has been a global leader in online payments, providing customers in over 190 countries the most loved way to pay and get paid online.

 

In addition to traditional online customer support options, we recently introduced an entirely new way for customers to interact with PayPal – and each other!


PayPal Community Help Forum (PPCHF) is a peer-to-peer community for PayPal members to come together and help one another.

help.jpg

Since its debut in October 2009, the response from our customers has been active and lively.


Learning about online commerce in the fast-paced, ever growing world of the Internet can be daunting. But by sharing experiences, tips, and advice with other customers, the help forum has truly embraced the meaning of the word “community”.

 

Visitors from around the world – novice, intermediate, and experienced alike – have made PPCHF a popular virtual social network, regardless of one’s abilities, product knowledge, or even geographical location.

 

New members use the forum to find hints and suggestions from those who already use PayPal, and experienced customers chat about ways to make payment processing even easier. eBay members learn what happens after an auction closes, how to get paid, or how to send money overseas. Online merchants discuss business-related topics, such as PayPal integration, best practices, or SEO and sales strategies.
skier.jpgMany PayPal members use PPCHF daily to share their passion and insight with others. Already having posted more than 3,000 times, top contributor “skier” not only responds to questions but also provides feedback and suggestions to PayPal about improving service and the PPCHF itself.


In return, the forum helps us discover “hot button” and emerging issues, and gives us even greater insight into how our members use PayPal. By offering an online face and personality, our community members feel that their feedback is valued, and we’ve generated positive word of mouth. In only five months, nearly 50,000 PayPal members have registered for PPCHF, with an average of 550 logging in per day.


With more than 5 million searches and 10,000 threads, members have embraced PPCHF as the new way to quickly and easily find answers to commonly asked questions and learn how others use PayPal to their advantage.


The potential for this young community is just beginning to show itself!


If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more now

 

------

Category: Best New Community

 

Community: Paypal

Launch Date: October 27, 2009

Submitted by: Paypal Community Manager AmandaK

 

Logo 5.5 X 4.25 transparent.jpgSince its launch in 1998, PayPal has been a global leader in online payments, providing customers in over 190 countries the most loved way to pay and get paid online.

 

In addition to traditional online customer support options, we recently introduced an entirely new way for customers to interact with PayPal – and each other!


PayPal Community Help Forum (PPCHF) is a peer-to-peer community for PayPal members to come together and help one another.

help.jpg

Since its debut in October 2009, the response from our customers has been active and lively.


Learning about online commerce in the fast-paced, ever growing world of the Internet can be daunting. But by sharing experiences, tips, and advice with other customers, the help forum has truly embraced the meaning of the word “community”.

 

Visitors from around the world – novice, intermediate, and experienced alike – have made PPCHF a popular virtual social network, regardless of one’s abilities, product knowledge, or even geographical location.

 

New members use the forum to find hints and suggestions from those who already use PayPal, and experienced customers chat about ways to make payment processing even easier. eBay members learn what happens after an auction closes, how to get paid, or how to send money overseas. Online merchants discuss business-related topics, such as PayPal integration, best practices, or SEO and sales strategies.
skier.jpgMany PayPal members use PPCHF daily to share their passion and insight with others. Already having posted more than 3,000 times, top contributor “skier” not only responds to questions but also provides feedback and suggestions to PayPal about improving service and the PPCHF itself.


In return, the forum helps us discover “hot button” and emerging issues, and gives us even greater insight into how our members use PayPal. By offering an online face and personality, our community members feel that their feedback is valued, and we’ve generated positive word of mouth. In only five months, nearly 50,000 PayPal members have registered for PPCHF, with an average of 550 logging in per day.


With more than 5 million searches and 10,000 threads, members have embraced PPCHF as the new way to quickly and easily find answers to commonly asked questions and learn how others use PayPal to their advantage.


The potential for this young community is just beginning to show itself!

Status:
2013 Lithy Submission

Lithys 2013: YouSendIt - Best Community Technical ...

By DeniseJ

Company: YouSendItYSI logo.png

Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

At YouSendIt, we really wanted a strong customer experience.  And given our many types of customers, customization was definitely necessary.  We customized the community in three unique ways:

 

1) Our Contact Us form.  We have multiple ways the customer can contact us (email, live chat, call, search knowledge base, open discussion thread).  This is all based on permissions (free, paid, enterprise).  It was important to serve up the right options based on the type of customer asking for support.  We needed to make the page smart to manage these permissions - which required customization. 

 

Lithy_Tech_1.jpg

                          Customized contact us forms based on customer type

 

2)  Integrated search and chat integration.  We believe we’ve provided a revolutionary and elegant support contact form.  When a user clicks contact support they are presented with a page tailored for them depending upon what kind of customer they are (consumer, enterprise, other), and as they type into the subject line we instantly serve up answers based on articles in our knowledgebase and community.   We recently switched to Zendesk as our ticketing system and rolled out chat-based support. As part of the rollout - we incorporated chat features directly into the contact form.  The integration built by cloudsquads seamlessly transfers the user name and email Id along with the post content and creates a chat session.  From the customers’ perspective, once they’ve completed the form, they can opt to email or live chat without reentering information.  From our agents’ perspective, they’re able to get the customer information along with the context of the issue right from the Lithium form, and directly into our backend chat tool.

 

Lithy_Tech_3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

3) Site Status Page. Our customers rely on us to share large amounts of information quickly, securely, and reliably, thus service availability is critical to their business.  We tied our service availability status indicator to the community experience - thus enabling real-time status push to our millions of subscribers. 

 

Our Site Status Page is housed on Lithium as a custom blog.  There are several key features that CloudSquads customized to make this very unique.  The main page shows the most current “blog entry” which is our latest status, and a user can look at the history of blog posts to see our site status history.  Additionally, we’ve provided a subscription widget so that users can subscribe and be notified whenever new site information is posted.  Finally, we then have multiple other locations in our community, such as the “quick help” section on the main support page, that check the most current blog post and dynamically display the appropriate site status depending on a tag.  These features allow us to very quickly update multiple locations on our site during maintenance or an event, and simultaneously notify our customers which helps us proactively avoid deluge of support queries.

 

Lithy_Tech_4.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Lithy_Tech_5.jpg


Company: YouSendItYSI logo.png

Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

At YouSendIt, we really wanted a strong customer experience.  And given our many types of customers, customization was definitely necessary.  We customized the community in three unique ways:

 

1) Our Contact Us form.  We have multiple ways the customer can contact us (email, live chat, call, search knowledge base, open discussion thread).  This is all based on permissions (free, paid, enterprise).  It was important to serve up the right options based on the type of customer asking for support.  We needed to make the page smart to manage these permissions - which required customization. 

 

Lithy_Tech_1.jpg

                          Customized contact us forms based on customer type

 

2)  Integrated search and chat integration.  We believe we’ve provided a revolutionary and elegant support contact form.  When a user clicks contact support they are presented with a page tailored for them depending upon what kind of customer they are (consumer, enterprise, other), and as they type into the subject line we instantly serve up answers based on articles in our knowledgebase and community.   We recently switched to Zendesk as our ticketing system and rolled out chat-based support. As part of the rollout - we incorporated chat features directly into the contact form.  The integration built by cloudsquads seamlessly transfers the user name and email Id along with the post content and creates a chat session.  From the customers’ perspective, once they’ve completed the form, they can opt to email or live chat without reentering information.  From our agents’ perspective, they’re able to get the customer information along with the context of the issue right from the Lithium form, and directly into our backend chat tool.

 

Lithy_Tech_3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

3) Site Status Page. Our customers rely on us to share large amounts of information quickly, securely, and reliably, thus service availability is critical to their business.  We tied our service availability status indicator to the community experience - thus enabling real-time status push to our millions of subscribers. 

 

Our Site Status Page is housed on Lithium as a custom blog.  There are several key features that CloudSquads customized to make this very unique.  The main page shows the most current “blog entry” which is our latest status, and a user can look at the history of blog posts to see our site status history.  Additionally, we’ve provided a subscription widget so that users can subscribe and be notified whenever new site information is posted.  Finally, we then have multiple other locations in our community, such as the “quick help” section on the main support page, that check the most current blog post and dynamically display the appropriate site status depending on a tag.  These features allow us to very quickly update multiple locations on our site during maintenance or an event, and simultaneously notify our customers which helps us proactively avoid deluge of support queries.

 

Lithy_Tech_4.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Lithy_Tech_5.jpg

Status:
2013 Lithy Submission

Lithys 2013: YouSendIt - Best Social Support Progr...

By DeniseJ

Company: YouSendItYSI logo.png

Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Social Support Program

________________________________________________

 

At YouSendIt, we’re very focused on finding the best and most cost effective way to manage all of our customers through social.  We have over 40 million customers, many of whom are free users, so we’re unable to provide the same services for them as we do our paid customers. Our support program uses social media to stay connected, but not incur high support costs.  We worked with Lithium partner, Cloudsquads to have a more integrated unified approach to engaging with customers.  Below are two examples of that integrated approach. 

 

With our Lithium community we were able to put our blog and forum in one place.  Because of this, we get more visitors/readers to the blog. We leverage our knowledge base more and directly link the support questions coming through our community to the right answers and information.

 

Lithy_Support_1.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Also, we offer multiple ways in which our customers can contact us (email, live chat, call, search knowledge base, open discussion thread).  This is all based on permissions (free, paid, enterprise).  It was important to serve up the right options based on the type of customer asking for support, so we needed to make the form smart - which required customization.  We now take the subject line as the user types up their support request and instantly serve up the right answers based on articles in our knowledgebase.

 

Lithy_Support_2.pngLithy_Support_3.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Customized contact us forms based on customer type

 

Lithy_Support_5.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Dynamic search


Company: YouSendItYSI logo.png

Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Social Support Program

________________________________________________

 

At YouSendIt, we’re very focused on finding the best and most cost effective way to manage all of our customers through social.  We have over 40 million customers, many of whom are free users, so we’re unable to provide the same services for them as we do our paid customers. Our support program uses social media to stay connected, but not incur high support costs.  We worked with Lithium partner, Cloudsquads to have a more integrated unified approach to engaging with customers.  Below are two examples of that integrated approach. 

 

With our Lithium community we were able to put our blog and forum in one place.  Because of this, we get more visitors/readers to the blog. We leverage our knowledge base more and directly link the support questions coming through our community to the right answers and information.

 

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Also, we offer multiple ways in which our customers can contact us (email, live chat, call, search knowledge base, open discussion thread).  This is all based on permissions (free, paid, enterprise).  It was important to serve up the right options based on the type of customer asking for support, so we needed to make the form smart - which required customization.  We now take the subject line as the user types up their support request and instantly serve up the right answers based on articles in our knowledgebase.

 

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Customized contact us forms based on customer type

 

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Dynamic search

Status:
2013 Lithy Submission

Lithys 2013: Barclaycard - Best Business ROI

By DeniseJ

Company: Barclaycard USbarclaycard logo.png

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Business ROI

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Barclaycard Ring MasterCard© is a very simple credit card product with a low interest rate, simple terms and no annual or balance transfer fees. But what sets Barclaycard Ring apart is its use of online communities in an innovative way to talk with card members about the product and how it should evolve. The Barclaycard Ring team also developed the industry’s first profit sharing program with card members, called Giveback™. This aligns the interests of both bank and card member like never before and opens the door for both to advance the cause of charities. And to help crystalize the trust, the team posts the financial statistics for the program on the website and discuss the results each month.

 

Lithy_ROI_1.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

While less than 10 months old, Barclaycard Ring’s innovative credit card community is already showing signs of revolutionary success:

 

Gross Income has increased for Barclaycard by > $500K since the launch of the program.

 

The business ROI of Barclaycard Ring has benefited others as well. The Ronald McDonald House received $10,000 donated by the community through our Giveback program.

 

Lithy_ROI_2.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The future for profitability looks even brighter as community engagement level is driving significantly different card behaviors.  Superusers and engaged community members give Barclaycard more of their business, are less likely to close their account and are significantly more likely to pay their bill on time.  The results are staggering:

 

Lithy_ROI_3.pngLithy_ROI_4.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Lithy_ROI_5.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

There is no better evidence perhaps than continued investment in branded community – based on the success of Barclaycard Ring, Barclaycard is launching a new travel community focused on servicing the specific needs of its traveling customer base.

 

Lithy_ROI_6.png


Company: Barclaycard USbarclaycard logo.png

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Business ROI

___________________________________________________________________

 

Barclaycard Ring MasterCard© is a very simple credit card product with a low interest rate, simple terms and no annual or balance transfer fees. But what sets Barclaycard Ring apart is its use of online communities in an innovative way to talk with card members about the product and how it should evolve. The Barclaycard Ring team also developed the industry’s first profit sharing program with card members, called Giveback™. This aligns the interests of both bank and card member like never before and opens the door for both to advance the cause of charities. And to help crystalize the trust, the team posts the financial statistics for the program on the website and discuss the results each month.

 

Lithy_ROI_1.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

While less than 10 months old, Barclaycard Ring’s innovative credit card community is already showing signs of revolutionary success:

 

Gross Income has increased for Barclaycard by > $500K since the launch of the program.

 

The business ROI of Barclaycard Ring has benefited others as well. The Ronald McDonald House received $10,000 donated by the community through our Giveback program.

 

Lithy_ROI_2.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The future for profitability looks even brighter as community engagement level is driving significantly different card behaviors.  Superusers and engaged community members give Barclaycard more of their business, are less likely to close their account and are significantly more likely to pay their bill on time.  The results are staggering:

 

Lithy_ROI_3.pngLithy_ROI_4.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Lithy_ROI_5.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

There is no better evidence perhaps than continued investment in branded community – based on the success of Barclaycard Ring, Barclaycard is launching a new travel community focused on servicing the specific needs of its traveling customer base.

 

Lithy_ROI_6.png

EXTENDED DEADLINE!

Get recognized for the incredible results you and your business are driving through your social platform. Submit your entry by April 24, 2014

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Check out our proud winners from 2013.

See you at LiNC 2014!