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Lithys 2017: Alteryx - Digital CX All-Star

Lithys 2017: Alteryx - Digital CX All-Star

 We’re on a mission to build a one-stop-shop for all things Alteryx. To do so, we’ve been hard at work bringing every type of content that we can into the community – discussions, knowledge, training, blogs, events, ideas, user groups, partner content, internal associates information, and support resources.

 

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Company: Alteryx

Entry Submitted by: Leah Knowles (Community Manager), Julie Hamel (Sr. Community Manager), Tara McCoy (Sr. Programs Manager, Community Content)

Community: Alteryx Community

Lithy Category: Digital CX All-Star

 

 

Alteryx is a leader in self-service data analytics. Alteryx Analytics provides analysts with the unique ability to easily prep, blend and analyze all of their data using a repeatable workflow, then deploy and share analytics at scale for deeper insights in hours, not weeks.

 

At Alteryx, creating delightful and fluid customer experiences are key ingredients to our success. Alteryx Community was built from the ground up with this in mind. Thanks to strong executive support and a company culture that embraces the power of community, we’re delivering on initiatives that add up to a world-class digital experience across many touchpoints.

 

We’re crafting a modern community that is rooted in the culture of Alteryx.

 

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Key Initiative #1: Integrate Community Directly into Our Products

 

Our vision for Alteryx Community has always included deep integrations with our products. We took our first steps toward that future with the new Global Search feature in version 11.0 of our Alteryx Designer product by leveraging Lithium’s APIs. Our customers are now able to search for and discover community content inside the product interface.

 

Integrating Alteryx Community into Designer via Global Search

 

Key Initiative #2: Increase Collaboration and Efficiency Across Community & Support Teams

We infuse community content and contact information directly into our CRM system through Lithium’s Salesforce integration. This has led to several key benefits:

  • Unanswered topics are automatically escalated into support cases, ensuring a timely response
  • Community profile data feeds into Account and individual contact records, providing our Sales and Advocacy teams with a true 360-degree view of the customer
  • Customer Support Engineers can easily search and share relevant community content in their responses to customer issues directly through the support case management interface

 

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Key Initiative #3: Increase Community Engagement Through Self-Managed Learning

 

Earlier this year, we migrated Live Training into the community, with the following goals in mind:

  • Provide more opportunities to learn, while removing time as a constraint
  • Create a social learning environment where users can assemble their own path

 

Alteryx- lithys2017_livetrainingcalendar.gifIn addition to on-demand and live training video content, we introduced Weekly Challenges into the mix. Each week we post a use case and invite our members to put their Alteryx skills to the test. Participating in each week's exercise is an opportunity for our members to step outside their comfort zone and arm themselves with a dangerous knowledge of Alteryx. 

 

To encourage and reward participation in each week’s challenge, we created a series of custom Mt. Everest themed badges.

 

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Our Community is The Ultimate Cache of Alteryx Knowledge

 

We’re on a mission to build a one-stop-shop for all things Alteryx. To do so, we’ve been hard at work bringing every type of content that we can into the community – discussions, knowledge, training, blogs, events, ideas, user groups, partner content, internal associates information, and support resources.

 

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Having both Community and Social Media Management platforms fuels our ability to develop holistic digital experiences that drive customer delight across multiple channels.

 

Combining insights from Lithium Social Intelligence along with customized content dashboards created leveraging the Lithium Bulk Data API, we’re able to discover content worth sharing and disseminate it to our audience with maximum efficiency and effectiveness.

 

We’re also able to enable other members from our internal team – not only those who manage our social and community efforts on a day-to-day basis – to contribute freely without needing to get into the technical weeds. This ability to collaborate organically has been essential in bringing marketing and service initiatives together to drive a seamless customer experience.

 

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Our social mission is to foster community engagement, loyalty and advocacy, wherever our followers choose to connect with us.

 

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Our Results

 

Community:

  • Delivery of the Global Search integration in Alteryx Designer, making it easier for customers to discover and leverage community content in their usage of our products
  • 3.5x growth YoY in views of solution-based community content

 

Support:

  • Reduction in YoY support case volume while maintaining high satisfaction scores across channels
  • Increased simplicity and efficiency of support case management thanks CRM integrations

 

Social:

  • Increased ability for teams across the organization to collaborate and execute on social campaigns and initiatives
  • Twitter Engagements and Impressions are up 150% YoY
Comments
Community Management
Analytics

Tremendous work by the Alteryx Community team! We're really excited about the product integration and think that's a big differentiator for us going forward.