A core value of the company is connecting people in a smart and easy way. As such promoting a peer to peer community is a key objective for our digital technology initiatives.
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Entry submitted by: David Roman (Sr. Manager, Communities and Social Media)
Community: Netgear Community
Lithy category: Support Savings Titan
Netgear Inc is a global networking company that delivers products to consumers, businesses, and service providers. The company operates in three business segments: retail, commercial, and service provider.
The company's products are built on a variety of proven technologies such as wireless (WiFi and LTE), Ethernet and powerline, with a focus on reliability and ease-of-use. Netgear products are sold in approximately 28,000 retail locations around the globe, and through approximately 31,000 value-added resellers, as well as multiple major cable, mobile and wireline service providers around the world.
Our implementation of digital technologies
NETGEAR’s mission is to be the innovative leader in connecting the world to the internet. A core value of the company is connecting people in a smart and easy way. As such promoting a peer to peer community is a key objective for our digital technology initiatives. In order to meet this objective, we started re-designing our global website to highlight community in an effort to better inform our customers of this peer to peer platform where they can find best practices, answers, and product discussions not only from the Netgear support team, but also from other customers as well.
As you can see in the image above taken from www.netgear.com, community is one of the navigation points highlighted right at the landing page of our company. This was a factor in increasing our total monthly page views from 2,000,000 a month at the start of 2016 to just under 3,000,000 in 2017.
Once the customer is in our community, it is easy to navigate to the product discussions the customer is most interested in:
Positive changes due to a successful community
The success of community led to an overhaul of the Netgear warranty process. Previous to having a community, Netgear provided warranty service after expiration due to not having another resource for support. Now that Netgear has an engaging, responsive, content filled community, it allowed the Warranty department to be more precise and route customers to the Netgear community upon warranty expiration.
One of the Netgear communities’ (the Arlo community) has provided so much value that metrics show 50% of customers prefer to use the Arlo community instead of calling into Arlo’s dedicated support line.
Our results
The Netgear community has experienced significant growth across all major metrics over the past year. In addition to growing our page views to just under 3,000,000 monthly page views, we’ve also grown our number of unique visitors from 600,000 per month to 900,000 per month. The most impressive growth was in accepted solution views which exploded ~300% from 140,000 views per month at the start of 2016 to 560,000 views per month in 2017. This equates to more than 4,000,000 solutions viewed over the past year that otherwise may have progressed to our Support team.
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