In 2016, TeamViewer added another support and communication channel to provide users with an even better support experience: The TeamViewer Community.
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Entry submitted by: Esther Heide (Community Manager)
Community: TeamViewer Community
Lithy category: Social Support Champion
TeamViewer is a leading global software provider for digital networking and collaboration. Founded in Göppingen (Germany) in 2005, the company now employs about 700 employees from more than 50 countries. Its flagship product, TeamViewer, is an all-in-one solution for remote support, remote access, and online meetings. The software is currently running on more than 400 million devices, of which at least 25 million are connected via TeamViewer at any given point in time.
Our social customer service initiatives in 2016-2017
From the very beginning in 2005, TeamViewer has always focused on maintaining personal contact with customers and users to provide the best possible support on the planet. The means of providing this level of support has constantly evolved to take advantage of new technologies, adjust to developing trends, and to exceed changing customer expectations.
TeamViewer offered several support channels to the customer and user bases: They could reach the support via e-mail throughout a ticket system, telephone, and the social media channels.
In 2016, TeamViewer added another support and communication channel to provide users with an even better support experience: The TeamViewer Community.
The community offers an improved support experience for all users by substantially improving mean time to resolution for support requests.
Sometimes companies can fall victim to their own success, and the number of support requests was becoming difficult to manage with the resources available within Customer Satisfaction.
The addition of a one-to-many support channel was the right step in order to provide effective and fast support for all users.
TeamViewers newly defined its “Mission, Vision and Beliefs”. Taking our Beliefs in mind, which are trust, customer first, passion, diversity, security and simplicity, we can say that the community makes it possible for TeamViewer to take another step toward our vision to empower people to help people though secure, easy-to-use technology that connects anyone with anything anywhere at any time.
The above-mentioned vision embodies our approach to our products and our business and is thus an integral part of the Community. With Lithium, we found a partner who gave us a platform where we really can empower people to help people though a secure, easy-to-use technology that connects all our users worldwide.
The customer issue we solved with our community
Every single user request is important to us because every single question is important to the one who is asking. Treating every user – paying or non-paying- with the same respect and willing to help is written in our DNA.
The capability to help every single customer via their preferred channel while offering both solid one-to-one customer support and high-quality one-to-many support via our social media channels and the Community establishes TeamViewer support as a gold standard. Our users can rely on fast, highly relevant replies from our TeamViewer staff members as well as from other TeamViewer users who can provide best practice advice and other useful tips to help each other grow together.
In addition - when we are talking about one specific case -, the Community was the central support and information resource for TeamViewer’s master server migration at the beginning of April 2017. The migration was announced in the Community, on our social media channels, and on our very own status page.
As a result, our users had the information they needed in advance to be informed about the move and to make any necessary preparations accordingly. Our users were also able to post relevant questions about the move in the Community, where other users, as well as our own supporters, could provide answers and assistance. When a few users ran into some problems thus, we were pleased to see other users jumping in to help them and share their own solutions.
For us this was an example of a great success story of how the Community has enabled us to offer even faster, more relevant answers and solutions to our users, tapping into the collective pool of knowledge that our Community has to share with one another.
Our results
Below, please find TeamViewer´s customer satisfaction metrics.
A. Starting with the quantitative data, we have seen a decrease in support requests via our ticket system by 10% in 2017. This decrease is the direct result of the Community and its ever-expanding knowledge base, within which relevant answers are incredibly easy to find. In combination with our social media channels, this new platform is fast becoming the go-to location for our users to find answers to their questions.
This is also visible in the fast growth of the Community: In just 6 months we reached close to 10.000 members and this shows the amazing impact of this social support channel for TeamViewer as a company.
B. With respect to qualitative metrics, we would like to provide the customer satisfaction statistics for tickets answered by our support staff via our ticket system. Overall satisfaction grew and the net promoter score (NPS) went up. The reason for this is the increase of time, the supporters can spend per ticket thanks to the Community and its impact on the number of tickets. The following two graphics show the happiness factor and the NPS for January 2017 through March 2017. Even though we already had customer satisfactions rates of around 75%, we were still able to increase the happiness factor to nearly 80% in Q1.
C. Having a look at the Community and its Community Health Index (CHI), we see an increase to the CHI, which underlies the general increase in customer satisfaction.
There is a general increase visible all across the Community. The numbers are growing constantly in all areas, including members, number of posts, replies, and the speed of a given answer. And as already mentioned above: we growth in the first 6 months was amazing with round about 10.000 members, but we are also very happy about the member’s activity: Posting, replying and helping each other. Seeing our users and fans with such a high activity in the community is one of the major benefits the community is providing us.
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