Having a healthy community and social media engagement strategy helped reduce our support costs. The increase in page views and satisfaction rate in our community over the years are a testament to our call deflection efforts.
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Company: Belkin, International
Entry submitted by: Vincent Tobias (Social Media and Community Program Manager)
Community/Social: Linksys Community, Wemo Community , www.facebook.com/linksys ; www.twitter.com/linksys ; www.twitter.com/LinksysCares ; www.instagram.com/linksys ; www.facebook.com/belkin ; www.twitter.com/belkin ; www.twitter.com/BelkinCares ; www.instagram.com/belkin ; www.facebook.com/wemo ; www.twitter.com/wemo ; www.twitter.com/WemoCares ; www.instagram.com/wemo
Lithy category: Social Support Champion
Reduce support costs without sacrificing quality and customer experience.
Having a healthy community and social media engagement strategy helped reduce our support costs. The increase in page views and satisfaction rate in our community over the years are a testament to our call deflection efforts. We have employees engaging in the community as needed identified by a custom badge that we created and helped add value for our customers. As an organization, we remain committed in looking for ways to cut down support costs without affecting service quality and customer experience.
As of today, we have 205+ million page views and 265+ thousand registered users in our community. In terms of social media engagement, our increased social footprint helped cater to 155,000+ customer contacts over Twitter, Facebook, Instagram, Community and even in eCommerce sites such as Amazon in 2016. We also continue to develop knowledge base articles for added customer self-support options. We currently have a total of 2,600+ articles published with 2.3+ million average views per month.
The Change.
In today’s social media age, customers would want the easiest way to get help. Whether by sending a tweet or posting on Facebook, it all depends on the preference. That is what mobile devices brought to people. Embracing this fact in the customer support front, we have refocused our strategy towards providing more self-help options for our customers and solidifying our social media presence. We want to be able to respond to our customers whenever and wherever.
Linksys Community Milestones:
Digital Content Milestones:
The Result.
The infographic shows that the time to resolution greatly improved by having a robust social media engagement strategy and self-help solutions. This resulted to time savings for our customers in resolving their concerns. 32,822 total calls were deflected saying the KB article solved their issues which yielded approximately $196,000+ savings on support costs.
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