Lithys: Digital Customer Excellence Awards

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"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.

2016 winners were announced and celebrated at the LiNC Bash & Lithy Awards Ball on June 9, 2016. More on the 2016 Lithys.

You can browse all previous entries and winners by using labels & statuses below or by clicking here.

The stories are amazing.


 
New Idea
Status:
2013 Lithy Winner

Lithys 2013: Groupe Casino - Best Community Design

By DeniseJ

Company: Groupe Casino

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.

 

 

 

 

 

 

 

Our avatar library:

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

 


Company: Groupe Casino

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.

 

 

 

 

 

 

 

Our avatar library:

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

 

Status:
2013 Lithy Submission

Lithys 2013: Joe Mobile - Best Business ROI

By DeniseJ

Lithys 2013: Joe Mobile - Best Business ROI

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-06-2013 04:22 PM - edited ‎03-07-2013 07:17 AM

Company: Joe Mobile

Entry submitted by: Laurent Partouche (lpartouche) Community Manager

Community: Joe Community (communaute.joemobile.fr)

Lithy category: Best New Community

___________________________________________________________________

 

Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.

 

Joe is also community-based. It means that the community is at the heart of its business model and allows for very lean operation when it comes to customer support.

 

Obviously it is easier to achieve this result when it's in your DNA right from the start rather than switching from a regular business model to a cooperative one.

 

That being said, it might have failed and we could have been flooded with support requests from angry users dying to find an answer to their legitimate questions. Fortunately this has not happened, in fact it's quite the opposite since with a satisfaction rate of 92% and an NPS score of 44 just two months after the start of our operations, our customers seems to be quite happy with their customer experience.

 

Let's dive into some numbers.

There are 3 ways to find an answer with Joe :

 

1) Search the community. Chances are your question has already been asked, but also already answered. With 80K searches since the community started, this seems to be the preferred and most effective way to find your answer.

 

2) Open a topic : 3K new topics have been opened in the Help sections of the community (I voluntarily left out the "Café" section dedicated to off- topic discussions).

 

3) Fill out a support form : 2.5K have been opened so far. These are treated by our support agents via a dedicated channel and depending on the difficulty, are escalated to Level 3 support.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

So how much have we saved ?

 

Again this is hard to tell since we have no prior comparison point. What we can say however is this :

 

We have to first make an assumption on the efficiency of the search tool. Let's say, that only 10% of searches guides the customer to the answer he is looking for (we think it is a conservative number when we look at the search terms that are most used). If we assume this hypothesis to be true, that's 8K support "cases" (10% of 80,000 searches) that would get solved without any further interaction with either the community or our support staff.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

All in all, this would mean that, out of the 13.5K support cases that you get if you add up 10% of the search to new topics and support forms, only 18.5% of those cases incur a direct cost for Joe (the support staff). That would be quite a compelling result in our opinion and truth is that we have not been forced to hire more support agents so those figure seems to be spot on. 

 

 

Of course you should take into considerations all the efforts and staff needed to make sure that the community is indeed active and effective but in the long run, it will be more effective to have a few community managers rather than line up support agents that solve cases one by one.

 

One last takeaway. The community can handle the first level of support effectively because our system is simple and transparent. We don't have the burden of legacy IT or aging tariff plans. That allows the community, in most cases, to know the answers. We have worked a lot to have a simple process and make most information available directly to the customer via self-service. The best way to cut costs on support costs is to take away the root cause of calls.

 


Company: Joe Mobile

Entry submitted by: Laurent Partouche (lpartouche) Community Manager

Community: Joe Community (communaute.joemobile.fr)

Lithy category: Best New Community

___________________________________________________________________

 

Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.

 

Joe is also community-based. It means that the community is at the heart of its business model and allows for very lean operation when it comes to customer support.

 

Obviously it is easier to achieve this result when it's in your DNA right from the start rather than switching from a regular business model to a cooperative one.

 

That being said, it might have failed and we could have been flooded with support requests from angry users dying to find an answer to their legitimate questions. Fortunately this has not happened, in fact it's quite the opposite since with a satisfaction rate of 92% and an NPS score of 44 just two months after the start of our operations, our customers seems to be quite happy with their customer experience.

 

Let's dive into some numbers.

There are 3 ways to find an answer with Joe :

 

1) Search the community. Chances are your question has already been asked, but also already answered. With 80K searches since the community started, this seems to be the preferred and most effective way to find your answer.

 

2) Open a topic : 3K new topics have been opened in the Help sections of the community (I voluntarily left out the "Café" section dedicated to off- topic discussions).

 

3) Fill out a support form : 2.5K have been opened so far. These are treated by our support agents via a dedicated channel and depending on the difficulty, are escalated to Level 3 support.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

So how much have we saved ?

 

Again this is hard to tell since we have no prior comparison point. What we can say however is this :

 

We have to first make an assumption on the efficiency of the search tool. Let's say, that only 10% of searches guides the customer to the answer he is looking for (we think it is a conservative number when we look at the search terms that are most used). If we assume this hypothesis to be true, that's 8K support "cases" (10% of 80,000 searches) that would get solved without any further interaction with either the community or our support staff.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

All in all, this would mean that, out of the 13.5K support cases that you get if you add up 10% of the search to new topics and support forms, only 18.5% of those cases incur a direct cost for Joe (the support staff). That would be quite a compelling result in our opinion and truth is that we have not been forced to hire more support agents so those figure seems to be spot on. 

 

 

Of course you should take into considerations all the efforts and staff needed to make sure that the community is indeed active and effective but in the long run, it will be more effective to have a few community managers rather than line up support agents that solve cases one by one.

 

One last takeaway. The community can handle the first level of support effectively because our system is simple and transparent. We don't have the burden of legacy IT or aging tariff plans. That allows the community, in most cases, to know the answers. We have worked a lot to have a simple process and make most information available directly to the customer via self-service. The best way to cut costs on support costs is to take away the root cause of calls.

 

Status:
2013 Lithy Winner

Lithys 2013: BSkyB - Best Social Support Program

By 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: BSkyB

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

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

Lithy category: Best Social Support Program

________________________________________________

 

 

 

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.

 

The 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.

 

As 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: BSkyB

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

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

Lithy category: Best Social Support Program

________________________________________________

 

 

 

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.

 

The 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.

 

As 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: Ooyala - Best New Community

By DeniseJ

Company: Ooyala

Entry submitted by: Thomas Kearsley (tkearsley) Community Manager

Community: Ooyala Community (community.ooyala.com)

Lithy category: Best New Community

___________________________________________________________________

 

Ooyala offers leading cross-device video analytics and monetization solutions, streaming over 1 billion videos to nearly 200 million unique viewers per month. The Ooyala Community was officially launched on 10/8/12. Since the launch we have seen 4,108 unique visitors with 20K+ page views. Our community is not open to anyone, only customers who have an account (Backlot) can comment. This limits the community to a low number of participants, but the community will grow as the company scales up.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

My goal is to make the community a portal to everything Ooyala. A place to find solutions to technical issues, stay up on the latest trends ,and be informed of everything happening at the company. Since my start at Ooyala, I have implemented Google analytics into the site, giving us real-time information on who is visiting, OS, location etc.

 

I have integrated a Twitter feed for keeping up with the latest Ooyala mentions in social, and embedded Ooyala TV (video) on our home page where users can watch helpful videos. We are using the latest Lithium search (2.0) while building out our TKB with new content every day. I am excited to see our community grow in the months and years to come.

 


Company: Ooyala

Entry submitted by: Thomas Kearsley (tkearsley) Community Manager

Community: Ooyala Community (community.ooyala.com)

Lithy category: Best New Community

___________________________________________________________________

 

Ooyala offers leading cross-device video analytics and monetization solutions, streaming over 1 billion videos to nearly 200 million unique viewers per month. The Ooyala Community was officially launched on 10/8/12. Since the launch we have seen 4,108 unique visitors with 20K+ page views. Our community is not open to anyone, only customers who have an account (Backlot) can comment. This limits the community to a low number of participants, but the community will grow as the company scales up.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

My goal is to make the community a portal to everything Ooyala. A place to find solutions to technical issues, stay up on the latest trends ,and be informed of everything happening at the company. Since my start at Ooyala, I have implemented Google analytics into the site, giving us real-time information on who is visiting, OS, location etc.

 

I have integrated a Twitter feed for keeping up with the latest Ooyala mentions in social, and embedded Ooyala TV (video) on our home page where users can watch helpful videos. We are using the latest Lithium search (2.0) while building out our TKB with new content every day. I am excited to see our community grow in the months and years to come.

 

Status:
2013 Lithy Submission

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

By 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: Cisco

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Superfan Story or Insight

_____________________________________________

 

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

 

 

 

 

 

 

 

 

 

 

 

 

A Tech Zone Navigator that will show in all the pages

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

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: Cisco

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Superfan Story or Insight

_____________________________________________

 

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

 

 

 

 

 

 

 

 

 

 

 

 

A Tech Zone Navigator that will show in all the pages

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

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: Barclaycard - Best Business ROI

By DeniseJ

Company: Barclaycard US

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 


Company: Barclaycard US

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

Status:
2013 Lithy Submission

Lithys 2013: Future Shop - Best Superfan Story or ...

By DeniseJ

Company: Future Shop

Entry submitted by: Laura Buchanan (LauraB) Social Community Manager

Community: Future Shop Tech Yeah Steelbook Community (community.futureshop.ca/)

Lithy category: Best Superfan Story or Insight

___________________________________________________________________

 

This is the story of a group of superusers who came sort of out of nowhere to become influential in not only the community, but in the Future Shop movie business.

 

 

When we launched the Future Shop Community almost 6 years ago, it was always with the vision that it would be a place where our customers, employees and vendor partners would connect and engage directly. What’s happened in our Movies & TV Show forum over the past year has been a beautiful example of a niche group of passionate customers, an engaged merchant team & vendor partners who recognized the opportunity that this group of people represented.

 

Steelbooks are a special release of movies (new and old) that come in a metal packaging with different artwork than the regular DVD or Blu-ray releases. They are highly coveted among the collector community and Future Shop is in the unique position of being the sole distributor in Canada. Steelbooks are so sought after and produced in such limited quantities that you can find them re-selling for over $100!

 

The buyer team here at head office decided to start “leaking” Steelbook artwork and release information in the forum because it was easy to access and they could turn the “leaks” around quickly. When TheJord asked “What 2012 releases you would like to see in a steelbook?”, he got 24 replies and over 50,000 views on that single thread. Because of the engagement of all of the buyers & superfans, the Movies & TV Show board saw a 56% growth in board posts, a 59% growth in board views & a 75% growth in post views (YoY).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

As the group of superusers continued to grow, so did their roles in the community – several rose quickly in the ranks and joined larger superuser programs in place for the entire community, our invite-only Community Ambassador program. They started posting Steelbook links for everyone to go place their pre-orders as soon as they were online.

 

Our vendor partners saw the passion that this group had for steelbooks and decided to tap into this by conducting polls in the forum to help them decide on what titles they would produce steelbooks for next. Future Shop produced approximately 80,000 steelbook last year and saw 60% comp growth online for last year – large in part due to the popularity of our Steelbook program.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The Steelbook superfans have also helped Future Shop to perfect the art of shipping Steelbooks without overpackaging them. Future Shop received lots of feedback on how to better package and ship Steelbooks so that they didn’t get dented or scratched, which was surfaced up to the teams who could directly impact this.

 

Shout-out to all of our Steelbook superfans!

Atomic, kaw, Drum18, jceperley, debaser17, TheJord, ZeroX39, pioupiou, saybinator & many more.

 

 

 


Company: Future Shop

Entry submitted by: Laura Buchanan (LauraB) Social Community Manager

Community: Future Shop Tech Yeah Steelbook Community (community.futureshop.ca/)

Lithy category: Best Superfan Story or Insight

___________________________________________________________________

 

This is the story of a group of superusers who came sort of out of nowhere to become influential in not only the community, but in the Future Shop movie business.

 

 

When we launched the Future Shop Community almost 6 years ago, it was always with the vision that it would be a place where our customers, employees and vendor partners would connect and engage directly. What’s happened in our Movies & TV Show forum over the past year has been a beautiful example of a niche group of passionate customers, an engaged merchant team & vendor partners who recognized the opportunity that this group of people represented.

 

Steelbooks are a special release of movies (new and old) that come in a metal packaging with different artwork than the regular DVD or Blu-ray releases. They are highly coveted among the collector community and Future Shop is in the unique position of being the sole distributor in Canada. Steelbooks are so sought after and produced in such limited quantities that you can find them re-selling for over $100!

 

The buyer team here at head office decided to start “leaking” Steelbook artwork and release information in the forum because it was easy to access and they could turn the “leaks” around quickly. When TheJord asked “What 2012 releases you would like to see in a steelbook?”, he got 24 replies and over 50,000 views on that single thread. Because of the engagement of all of the buyers & superfans, the Movies & TV Show board saw a 56% growth in board posts, a 59% growth in board views & a 75% growth in post views (YoY).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

As the group of superusers continued to grow, so did their roles in the community – several rose quickly in the ranks and joined larger superuser programs in place for the entire community, our invite-only Community Ambassador program. They started posting Steelbook links for everyone to go place their pre-orders as soon as they were online.

 

Our vendor partners saw the passion that this group had for steelbooks and decided to tap into this by conducting polls in the forum to help them decide on what titles they would produce steelbooks for next. Future Shop produced approximately 80,000 steelbook last year and saw 60% comp growth online for last year – large in part due to the popularity of our Steelbook program.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The Steelbook superfans have also helped Future Shop to perfect the art of shipping Steelbooks without overpackaging them. Future Shop received lots of feedback on how to better package and ship Steelbooks so that they didn’t get dented or scratched, which was surfaced up to the teams who could directly impact this.

 

Shout-out to all of our Steelbook superfans!

Atomic, kaw, Drum18, jceperley, debaser17, TheJord, ZeroX39, pioupiou, saybinator & many more.

 

 

 

Status:
2013 Lithy Submission

Lithys 2013: Google - Best Community Technical Imp...

By DeniseJ

Company: Google Inc.

Entry submitted by: Agata Kryzsztofik (Agata) Community Program Manager

Community: AdWords Community (http://www.en.adwords-community.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

Google AdWords has been working closely with Lithium Engineering on seamless migration of our users from OpenId to OAuth2. We wanted to make sure that users who are coming to our Community are offered with a Single sign-on experience that they are used to when using other Google products.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The OAuth2 implementation allows our users to use the same login and avatar for the Community as the one they are already using for other Google products and switch between various Google accounts. It also removed the need for Lithium to create, maintain and secure a login email and password store. All together it makes the sign-in process fast and secure for our users.


Company: Google Inc.

Entry submitted by: Agata Kryzsztofik (Agata) Community Program Manager

Community: AdWords Community (http://www.en.adwords-community.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

Google AdWords has been working closely with Lithium Engineering on seamless migration of our users from OpenId to OAuth2. We wanted to make sure that users who are coming to our Community are offered with a Single sign-on experience that they are used to when using other Google products.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The OAuth2 implementation allows our users to use the same login and avatar for the Community as the one they are already using for other Google products and switch between various Google accounts. It also removed the need for Lithium to create, maintain and secure a login email and password store. All together it makes the sign-in process fast and secure for our users.

Status:
2013 Lithy Winner

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

By 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: Cisco

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.

 

With 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.

 

We 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.

 

Another 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.

 

We’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 Smiley Happy.

 

Our 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.

 

In 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.

 

 

Our 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: Cisco

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.

 

With 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.

 

We 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.

 

Another 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.

 

We’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 Smiley Happy.

 

Our 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.

 

In 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.

 

 

Our 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: BSkyB - Best Superfan Story or Insigh...

By 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: BSkyB

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

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

Lithy category: Best Superfan Story or Insight

________________________________________________

 

 

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’ Smiley Happy

 

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.

 

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

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: BSkyB

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

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

Lithy category: Best Superfan Story or Insight

________________________________________________

 

 

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’ Smiley Happy

 

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.

 

 

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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

 

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 Social Marketing...

By DeniseJ

Lithys 2013: Groupe Casino - Best Social Marketing Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-12-2013 12:00 PM - last edited on ‎06-02-2016 08:40 AM by JennC

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: National Instruments - Best Superfan ...

By DeniseJ

Company: National Instruments

Entry submitted by: Jordan Groves (jgroves) Web Project Engineer/Forums Manager

Community: NI Discussion Forums (www.ni.com/forums)

Lithy category: Best Superfan Story or Insight

__________________________________________________

 

“Are two Knights in one day better than two days in one night?” <Hint, the answer is yes.>

 

When the NI Discussion Forum was launched in 2004, we could not have predicted how successful it would be in fostering passionate, proficient, and accomplished advocates for National Instruments. Our super users are not only incredibly engaged, but they also constantly push the envelope and drive innovation. They are an extension of the passionate company culture we have built and strive to maintain internally at NI.

 

Our community members chose the ranking Knight of NI based on a shared love for the movie Monty Python and the Holy Grail. Members who reach the 10,000-post milestone virtually receive the Knight of NI title and physically receive a shrubbery. This group has only seven members but is a respected and revered resource within our community. Collectively, the Knights have a vast wealth of knowledge. When we ask why they continue to engage in the NI Discussion Forums, we consistently receive the same response: They enjoy helping others, solving difficult problems, and sharing their knowledge to develop and empower future engineers. The Knights of NI participate because they truly recognize the value of our company, products, and industry.

 

We recently recognized two Knights of NI on consecutive days! Becoming a Knight does not happen every day; in fact, it does not even happen every year. However, in their race to Knighthood, these two loyal users have consistently been neck and neck for over eight years.

 

 

 

 

 

 


 

As a group, our Knights’ engagements make up 8 percent of our total community activity, and they receive more than 20 percent of the total kudos in the community. They frequently create quality content and have authored 12 percent of our total solutions. These numbers are extremely significant considering we have seven Knights in a community of over 200,000 users! The sheer volume of posts and solutions that the Knights provide significantly drive down support costs for our organization. We are thankful for their passion and strive to nurture their behavior through recognition, sneak previews before products releases, and direct channels to engage with NI engineers, just to name a few. The Knights lead by example and inspire fellow community members to engage to earn the greatest reward: knowledge.

 

There are many more examples and statistics we could mention to further sing the praises of this valued group, however one of the greatest outcomes of this recognition system is the bond our super users have built with one another. Their discussions are helpful, interesting, cutting edge, personal, and always entertaining. A great portion of the success of the NI Discussion Forums is absolutely due to these loyal SuperFans.

 

 


Company: National Instruments

Entry submitted by: Jordan Groves (jgroves) Web Project Engineer/Forums Manager

Community: NI Discussion Forums (www.ni.com/forums)

Lithy category: Best Superfan Story or Insight

__________________________________________________

 

“Are two Knights in one day better than two days in one night?” <Hint, the answer is yes.>

 

When the NI Discussion Forum was launched in 2004, we could not have predicted how successful it would be in fostering passionate, proficient, and accomplished advocates for National Instruments. Our super users are not only incredibly engaged, but they also constantly push the envelope and drive innovation. They are an extension of the passionate company culture we have built and strive to maintain internally at NI.

 

Our community members chose the ranking Knight of NI based on a shared love for the movie Monty Python and the Holy Grail. Members who reach the 10,000-post milestone virtually receive the Knight of NI title and physically receive a shrubbery. This group has only seven members but is a respected and revered resource within our community. Collectively, the Knights have a vast wealth of knowledge. When we ask why they continue to engage in the NI Discussion Forums, we consistently receive the same response: They enjoy helping others, solving difficult problems, and sharing their knowledge to develop and empower future engineers. The Knights of NI participate because they truly recognize the value of our company, products, and industry.

 

We recently recognized two Knights of NI on consecutive days! Becoming a Knight does not happen every day; in fact, it does not even happen every year. However, in their race to Knighthood, these two loyal users have consistently been neck and neck for over eight years.

 

 

 

 

 

 


 

As a group, our Knights’ engagements make up 8 percent of our total community activity, and they receive more than 20 percent of the total kudos in the community. They frequently create quality content and have authored 12 percent of our total solutions. These numbers are extremely significant considering we have seven Knights in a community of over 200,000 users! The sheer volume of posts and solutions that the Knights provide significantly drive down support costs for our organization. We are thankful for their passion and strive to nurture their behavior through recognition, sneak previews before products releases, and direct channels to engage with NI engineers, just to name a few. The Knights lead by example and inspire fellow community members to engage to earn the greatest reward: knowledge.

 

There are many more examples and statistics we could mention to further sing the praises of this valued group, however one of the greatest outcomes of this recognition system is the bond our super users have built with one another. Their discussions are helpful, interesting, cutting edge, personal, and always entertaining. A great portion of the success of the NI Discussion Forums is absolutely due to these loyal SuperFans.

 

 

Status:
2013 Lithy Finalist

Lithys 2013: Sony Electronics - Best New Community

By DeniseJ

Lithys 2013: Sony Electronics - Best New Community

Status: 2013 Lithy Finalist
by Lithium Technologies DeniseJ ‎03-14-2013 04:56 PM - edited ‎03-15-2013 11:49 AM

Company: Sony Electronics

Entry submitted by: Doug Heavener (heavenerp) Community Manager

Community: Sony Support Community (community.sony.com)

Lithy category: Best New Community

________________________________________________

 

Why should our Sony Community win the “Best New Community” Lithy Award? Well here’s just a few of the incredible things we think stand out with our community.

 

We get personal:

We welcome all community members by embedding a welcome video into our community from our Sony Experts. We want our community members to immediately be able to relate/bond with our community experts.

 

 

We listen to our community:

We have also embedded a monthly live webcast. These webcasts showcase Sony products and our Sony product experts. Our webcasts are geared towards our customers based on the types of questions we are seeing within the community. Our members are able to ask questions in real time and have them addressed by our product experts during the live webcasts.

 

 

We have the support of our employees:

We are taking an aggressive approach to assist our community member by having a large amount of Sony employees actively participating in the community as product experts. Our employees spend an average/minimum of 1 hour a day moderating and answering member posts. This allows us to proactively address customer’s issues in a timely manner. Whether it’s a technical post or a customer service issue, we can address the customers’ needs in real time. For example, if a post comes in addressing poor customer service, our product experts will immediately escalate those post to our community relations team to handle. This has proven to be an effective way to keep issues from blowing up within the community. …. This is our way of trying to stay ahead of our customers and actively.

 

We showcase our expertise:

We are using Sony Heritage for our upcoming Sony expert bios. Our current product experts that we have participating in the community have an average of 15 years of service with Sony. The amount of knowledge our employees have is incredible. You can say we’ve grown up with Sony products, have seen the technology grow and the products evolve to what they are today. But we still remember the first Walkman, first CD player, seen the technology Are our Sony Heritage goes beyond us…… to our parents, our grandparents, those who owned the first Sony TV, the first Transistor Radio, the first Walkman, etc. Our Sony heritage is strong. We’ve witnessed leaps and bounds in the evolution of our products and technology and we are all ready to share the knowledge we possess with our customers.

 

We get results:

Our Search Engine Optimization using Google has increased to an incredible 490K. Our metrics continue to grow and have moved steady upward showing positive results. Lithium is one of the best customer service tools. None of them can even compare to the potential that the Sony Community brings to our customer service world. I can truly say, I have never been so excited about a customer service tool as I am about the Sony Community. It is an amazing tool that will change the way we do customer service forever!


Company: Sony Electronics

Entry submitted by: Doug Heavener (heavenerp) Community Manager

Community: Sony Support Community (community.sony.com)

Lithy category: Best New Community

________________________________________________

 

Why should our Sony Community win the “Best New Community” Lithy Award? Well here’s just a few of the incredible things we think stand out with our community.

 

We get personal:

We welcome all community members by embedding a welcome video into our community from our Sony Experts. We want our community members to immediately be able to relate/bond with our community experts.

 

 

We listen to our community:

We have also embedded a monthly live webcast. These webcasts showcase Sony products and our Sony product experts. Our webcasts are geared towards our customers based on the types of questions we are seeing within the community. Our members are able to ask questions in real time and have them addressed by our product experts during the live webcasts.

 

 

We have the support of our employees:

We are taking an aggressive approach to assist our community member by having a large amount of Sony employees actively participating in the community as product experts. Our employees spend an average/minimum of 1 hour a day moderating and answering member posts. This allows us to proactively address customer’s issues in a timely manner. Whether it’s a technical post or a customer service issue, we can address the customers’ needs in real time. For example, if a post comes in addressing poor customer service, our product experts will immediately escalate those post to our community relations team to handle. This has proven to be an effective way to keep issues from blowing up within the community. …. This is our way of trying to stay ahead of our customers and actively.

 

We showcase our expertise:

We are using Sony Heritage for our upcoming Sony expert bios. Our current product experts that we have participating in the community have an average of 15 years of service with Sony. The amount of knowledge our employees have is incredible. You can say we’ve grown up with Sony products, have seen the technology grow and the products evolve to what they are today. But we still remember the first Walkman, first CD player, seen the technology Are our Sony Heritage goes beyond us…… to our parents, our grandparents, those who owned the first Sony TV, the first Transistor Radio, the first Walkman, etc. Our Sony heritage is strong. We’ve witnessed leaps and bounds in the evolution of our products and technology and we are all ready to share the knowledge we possess with our customers.

 

We get results:

Our Search Engine Optimization using Google has increased to an incredible 490K. Our metrics continue to grow and have moved steady upward showing positive results. Lithium is one of the best customer service tools. None of them can even compare to the potential that the Sony Community brings to our customer service world. I can truly say, I have never been so excited about a customer service tool as I am about the Sony Community. It is an amazing tool that will change the way we do customer service forever!

Status:
2013 Lithy Submission

Lithys 2013: Autodesk - Best Social Support Progra...

By DeniseJ

Lithys 2013: Autodesk - Best Social Support Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-28-2013 03:19 PM - edited ‎02-28-2013 03:57 PM

Company: Autodesk, Inc.

Entry submitted by: Katinka Sante, Strategic Social Programs Manager

Community: Autodesk Expert Elite

Lithy category: Best Social Support Program, Best Superfan Story or Insight, Best New Community

___________________________________________________________________

 

On November 28, 2012 at Autodesk University, Autodesk’s annual user conference, we announced our formal customer advocacy program: Autodesk Expert Elite. This program is designed to recognize community members who make extraordinary contributions to the company's online community. The program builds on, and is an evolution of the Autodesk Community rank and reputation model.

 

Members of the Expert Elite group are characterized by their regular and responsive participation in Autodesk's discussion forums, advanced knowledge of the company and its products, and leadership in the user community.

 

Individuals are selected after a detailed review of their Autodesk Community contributions, which include assisting other customers by sharing product knowledge and displaying engaging and positive styles of communication and collaboration. The goal of the Autodesk Expert Elite program is to deeply engage this important group of individuals and empower them to better assist their peers and support the Autodesk community. The program has a one year term and members are reviewed bi-annually. 

 

As part of the Autodesk Expert Elite program, members receive a number of benefits including access Autodesk’s portfolio of design products, access to a private forum known as the Expert Elite Lounge. This Lounge is only available to our Autodesk Expert Elite members and is geared toward opening the lines of communication between Autodesk and its most valuable customers.

 

Expert Elites are also given additional administrative permissions within Lithium to help curate and highlight valuable forum content. For example, our Expert Elite members can accept solutions for their posts as well as posts authored by other customers. Additionally, Expert Elites have the ability to escalate their own posts into our CRM system for support assistance. We’ve also created an Expert Elite community badge for members to include in their forum profiles, which they are very proud of.

 

Today, Autodesk has 64 Expert Elite members from 11 different countries.  These 64 members represent 28% of all posts, 30% of all accepted solutions and 27% of our community kudos. Here are just a few of our Expert Elite members:

- Adrianna Schneider

- R.K. McSwain

 

Our Expert Elite members are a key group of stakeholders helping us shape our community programs, strategy and policy.

 

Watch this video to hear from some of our Expert Elite members as they talk about the importance of supporting our community http://youtu.be/xNsDzbZc58I

 


Company: Autodesk, Inc.

Entry submitted by: Katinka Sante, Strategic Social Programs Manager

Community: Autodesk Expert Elite

Lithy category: Best Social Support Program, Best Superfan Story or Insight, Best New Community

___________________________________________________________________

 

On November 28, 2012 at Autodesk University, Autodesk’s annual user conference, we announced our formal customer advocacy program: Autodesk Expert Elite. This program is designed to recognize community members who make extraordinary contributions to the company's online community. The program builds on, and is an evolution of the Autodesk Community rank and reputation model.

 

Members of the Expert Elite group are characterized by their regular and responsive participation in Autodesk's discussion forums, advanced knowledge of the company and its products, and leadership in the user community.

 

Individuals are selected after a detailed review of their Autodesk Community contributions, which include assisting other customers by sharing product knowledge and displaying engaging and positive styles of communication and collaboration. The goal of the Autodesk Expert Elite program is to deeply engage this important group of individuals and empower them to better assist their peers and support the Autodesk community. The program has a one year term and members are reviewed bi-annually. 

 

As part of the Autodesk Expert Elite program, members receive a number of benefits including access Autodesk’s portfolio of design products, access to a private forum known as the Expert Elite Lounge. This Lounge is only available to our Autodesk Expert Elite members and is geared toward opening the lines of communication between Autodesk and its most valuable customers.

 

Expert Elites are also given additional administrative permissions within Lithium to help curate and highlight valuable forum content. For example, our Expert Elite members can accept solutions for their posts as well as posts authored by other customers. Additionally, Expert Elites have the ability to escalate their own posts into our CRM system for support assistance. We’ve also created an Expert Elite community badge for members to include in their forum profiles, which they are very proud of.

 

Today, Autodesk has 64 Expert Elite members from 11 different countries.  These 64 members represent 28% of all posts, 30% of all accepted solutions and 27% of our community kudos. Here are just a few of our Expert Elite members:

- Adrianna Schneider

- R.K. McSwain

 

Our Expert Elite members are a key group of stakeholders helping us shape our community programs, strategy and policy.

 

Watch this video to hear from some of our Expert Elite members as they talk about the importance of supporting our community http://youtu.be/xNsDzbZc58I

 

Status:
2013 Lithy Submission

Lithys 2013: Telstra - Best Community Technical Im...

By DeniseJ

Company: Telstra Corp

Entry submitted by: Yannick Pierre (Yannick_P) Digital Community Manager

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Technical Implementation

________________________________________________

 

With a constant demand from customers to interact with Telstra, CrowdSupport was developed to be an online social hub for customers to quickly help each other, help themselves. We wanted to be able to provide our community with the best possible answers from within Telstra as well as leveraging external content to provide rich and relevant support.

 

 

To bring this vision to life we knew we had to develop CrowdSupport as a platform that was not only visually appealing but allowed content to flow fluidly between sources and the community in a responsive method to maximise the benefit to our community. To do this we began with a World First! By integrating the Microsoft community support knowledge base into the Lithium platform we are able to pull content from the Microsoft community and display into CrowdSupport, providing richer results to our community when they are searching for answers.

 

 

In addition, by using the Lithium REST API we have integrated CrowdSupport content into other assets including the Telstra website (Telstra.com) & our Telstra 24x7 mobile and tablet apps. We’ve also developed our Live Services Portal using the Google search appliance integration to aggregate and surface community content into search results on Telstra.com. These types of integrations mean our customers can access the CrowdSupport community from a range of platforms and devices so that customers can use the community in any way that they desire.

 

 

 

To ensure that our customers could make the best use of these new features, we’ve increased the options available to our customers to engage through introducing a range of new enhancements to the presentation layer. We’ve enhanced the layout and design of our knowledge base so that accepted knowledgebase threads now present the most relevant information first so that our customers get the right answer fast. We’ve also integrated with the REST API to create a custom homepage that surfaces trending community interaction and statistics .

 

 

 

 

Use of Lithium Rest API to customize pages high traffic pages and optimize the user experience In terms of content upload, we’re enabling Ooyala video functionality to allow all Telstra customers to submit video content without requiring a You Tube account & we’ve integrated the Lithium contest component to better engage with our customers and encourage contribution which has proven to be a real success.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Later this year we will also be introducing

  • Single Sign on for all Telstra customers which will significantly alleviate registration headaches for customers using CrowdSupport.
  • Customer rating and reviews that will allow our customers to provide direct feedback about our products and services
  • Use the Lithium REST API to develop the “Ask a mate Widget” which will allow customers to access relevant CrowdSupport content and ask question on product and service pages on telstra.com

 


Company: Telstra Corp

Entry submitted by: Yannick Pierre (Yannick_P) Digital Community Manager

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Technical Implementation

________________________________________________

 

With a constant demand from customers to interact with Telstra, CrowdSupport was developed to be an online social hub for customers to quickly help each other, help themselves. We wanted to be able to provide our community with the best possible answers from within Telstra as well as leveraging external content to provide rich and relevant support.

 

 

To bring this vision to life we knew we had to develop CrowdSupport as a platform that was not only visually appealing but allowed content to flow fluidly between sources and the community in a responsive method to maximise the benefit to our community. To do this we began with a World First! By integrating the Microsoft community support knowledge base into the Lithium platform we are able to pull content from the Microsoft community and display into CrowdSupport, providing richer results to our community when they are searching for answers.

 

 

In addition, by using the Lithium REST API we have integrated CrowdSupport content into other assets including the Telstra website (Telstra.com) & our Telstra 24x7 mobile and tablet apps. We’ve also developed our Live Services Portal using the Google search appliance integration to aggregate and surface community content into search results on Telstra.com. These types of integrations mean our customers can access the CrowdSupport community from a range of platforms and devices so that customers can use the community in any way that they desire.

 

 

 

To ensure that our customers could make the best use of these new features, we’ve increased the options available to our customers to engage through introducing a range of new enhancements to the presentation layer. We’ve enhanced the layout and design of our knowledge base so that accepted knowledgebase threads now present the most relevant information first so that our customers get the right answer fast. We’ve also integrated with the REST API to create a custom homepage that surfaces trending community interaction and statistics .

 

 

 

 

Use of Lithium Rest API to customize pages high traffic pages and optimize the user experience In terms of content upload, we’re enabling Ooyala video functionality to allow all Telstra customers to submit video content without requiring a You Tube account & we’ve integrated the Lithium contest component to better engage with our customers and encourage contribution which has proven to be a real success.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Later this year we will also be introducing

  • Single Sign on for all Telstra customers which will significantly alleviate registration headaches for customers using CrowdSupport.
  • Customer rating and reviews that will allow our customers to provide direct feedback about our products and services
  • Use the Lithium REST API to develop the “Ask a mate Widget” which will allow customers to access relevant CrowdSupport content and ask question on product and service pages on telstra.com

 

Status:
2013 Lithy Winner

Lithys 2013: LEGO - Best Superfan Story or Insight

By DeniseJ

Lithys 2013: LEGO - Best Superfan Story or Insight

Status: 2013 Lithy Winner
by Lithium Technologies DeniseJ ‎03-12-2013 02:38 PM - last edited on ‎04-26-2013 06:03 PM by Moderator Moderator

Company: LEGO Systems Inc.

Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation

Community: LEGO Community (community.lego.com)

Lithy category: Best Superfan Story or Insight

________________________________________________

 

Girl members of the LEGO.com community had been a rare breed. On our old message board platform, we had around a 5% female portion of active users. Since we upgraded the platform, we’ve been enabled to improve our ranking structure and better reward both active and creative participation. Girls have become very active in our story-writing forums, as an example; reading, writing and providing encouragement to others. Since the changes, we’ve seen an increase in activity from girls and they currently make up around 15% of the active community user base.

 

We have stories about passionate role players who know the finest details of the Lord of the Rings movies and help to keep the forum role plays “canon”/on story. We also have brother and sister pairings who have grown up building LEGO together and write stories, role play and submit creations both separately and together. Possibly one of our best user stories centers on a user who couldn’t be considered anything less than “super”! The user in question is JayZX535.

 

JayZX535 had been a non-active browser/reader on the old forums, having registered in July of 2012, and was 13 years old at the time. When we migrated our community from our old forums to the new Lithium platform, we were able to create a new ranking structure. We set up participatory ranks whose levels were based on LEGO through the ages, so that you begin at Caveman, move to Pharaoh and upwards and onwards through Gladiator, Samurai Warrior, Ninja and many more.

 

 

In addition, we were able to create reader ranks that were based on more passive participation such as reading posts and liking content. The first rank of which is “Apprentice Reader” and the second of which is “Master Reader”.

 

In December 2012, a month after launching the new forums, we could see we had a solitary Master Reader on the forums and both users and staff began speculating about it. The users asking what criteria were necessary for reaching the rank and the community team wondering why a user might be so highly passively participatory but have never posted a single comment (at the time, JayZX535 spent 4340 minutes online, with 546 likes/kudos given and had read 16551 posts). We were all intrigued.

 

Shortly after, we had begun a user interview initiative where we would identify positive and pro-active community members and ask them questions to publish their answers in full view of the rest of the community. This provided the users selected with some community celebrity status and also acted well for us to be holding such positive members up as role models.

 

We decided that we couldn’t resist inviting this intriguing “lurker” to participate in an upcoming interview and so we sent an email to the registered address with the interview questions. We immediately received an automated security response that said:

 

To control spam, I now allow incoming messages only from senders I have approved beforehand.

 

If you would like to be added to my list of approved senders, please fill out the short request form (see link below). Once I approve you, I will receive your original message in my inbox. You do not need to resend your message. I apologize for this one-time inconvenience.

 

Click the link below to fill out the request:”

 

With some slight trepidation, we continued to fill in the form and sent in the request, only to receive an error message. We thought that would be the end of our opportunity to have an interview with the enigmatic JayZX535.

 

The next day, we checked the mail folder for the other interview requests we had sent and found the following interview responses from JayZX535:

 

 

 

It seems we had lifted the lid on months of pent up desire to be heard and to participate and it was only parental approval that was previously holding the user back. Once the parents had received this request from us and could see we were a safe, creative and friendly community, they had given the green light not just for the interview but for ongoing active participation in the forums. The next revelation was that JayZX535 turned out to be a girl when everyone had assumed she was a boy! She began posting at an exponential rate and, with a lot of the active rank groundwork covered as a Master Reader, began shooting up the ranks faster than any other user we’d seen. Posting stories, roleplaying and generally making friends with all of the users who had wished her well via the interview, JayZX535 is now at Rank 8, a Samurai Warrior, and has submitted 1244 posts! Since the launch of the new platform in November of 2012, JayZX535 has now spent 40,059 minutes online and received 2290 likes/kudos! She has read 68,180 posts and given out 1663 likes/kudos, herself.

 

 

 

 

 

 

 

 

 

 

 

 

 

She received an overwhelmingly positive reception from the other active users:

 

 

You can read some of JayZX535’s Ninja stories here:

https://community.lego.com/t5/NINJAGO-Stories/The-Stroke-of-Midnight/m-p/4604354#M65411

https://community.lego.com/t5/NINJAGO-Stories/On-Borrowed-Time/m-p/4932432#M70559

https://community.lego.com/t5/LEGO-SUPERHEROES-Stories/Watch-for-Me-by-Moonlight-A-story-by-JayZX535...

 


Company: LEGO Systems Inc.

Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation

Community: LEGO Community (community.lego.com)

Lithy category: Best Superfan Story or Insight

________________________________________________

 

Girl members of the LEGO.com community had been a rare breed. On our old message board platform, we had around a 5% female portion of active users. Since we upgraded the platform, we’ve been enabled to improve our ranking structure and better reward both active and creative participation. Girls have become very active in our story-writing forums, as an example; reading, writing and providing encouragement to others. Since the changes, we’ve seen an increase in activity from girls and they currently make up around 15% of the active community user base.

 

We have stories about passionate role players who know the finest details of the Lord of the Rings movies and help to keep the forum role plays “canon”/on story. We also have brother and sister pairings who have grown up building LEGO together and write stories, role play and submit creations both separately and together. Possibly one of our best user stories centers on a user who couldn’t be considered anything less than “super”! The user in question is JayZX535.

 

JayZX535 had been a non-active browser/reader on the old forums, having registered in July of 2012, and was 13 years old at the time. When we migrated our community from our old forums to the new Lithium platform, we were able to create a new ranking structure. We set up participatory ranks whose levels were based on LEGO through the ages, so that you begin at Caveman, move to Pharaoh and upwards and onwards through Gladiator, Samurai Warrior, Ninja and many more.

 

 

In addition, we were able to create reader ranks that were based on more passive participation such as reading posts and liking content. The first rank of which is “Apprentice Reader” and the second of which is “Master Reader”.

 

In December 2012, a month after launching the new forums, we could see we had a solitary Master Reader on the forums and both users and staff began speculating about it. The users asking what criteria were necessary for reaching the rank and the community team wondering why a user might be so highly passively participatory but have never posted a single comment (at the time, JayZX535 spent 4340 minutes online, with 546 likes/kudos given and had read 16551 posts). We were all intrigued.

 

Shortly after, we had begun a user interview initiative where we would identify positive and pro-active community members and ask them questions to publish their answers in full view of the rest of the community. This provided the users selected with some community celebrity status and also acted well for us to be holding such positive members up as role models.

 

We decided that we couldn’t resist inviting this intriguing “lurker” to participate in an upcoming interview and so we sent an email to the registered address with the interview questions. We immediately received an automated security response that said:

 

To control spam, I now allow incoming messages only from senders I have approved beforehand.

 

If you would like to be added to my list of approved senders, please fill out the short request form (see link below). Once I approve you, I will receive your original message in my inbox. You do not need to resend your message. I apologize for this one-time inconvenience.

 

Click the link below to fill out the request:”

 

With some slight trepidation, we continued to fill in the form and sent in the request, only to receive an error message. We thought that would be the end of our opportunity to have an interview with the enigmatic JayZX535.

 

The next day, we checked the mail folder for the other interview requests we had sent and found the following interview responses from JayZX535:

 

 

 

It seems we had lifted the lid on months of pent up desire to be heard and to participate and it was only parental approval that was previously holding the user back. Once the parents had received this request from us and could see we were a safe, creative and friendly community, they had given the green light not just for the interview but for ongoing active participation in the forums. The next revelation was that JayZX535 turned out to be a girl when everyone had assumed she was a boy! She began posting at an exponential rate and, with a lot of the active rank groundwork covered as a Master Reader, began shooting up the ranks faster than any other user we’d seen. Posting stories, roleplaying and generally making friends with all of the users who had wished her well via the interview, JayZX535 is now at Rank 8, a Samurai Warrior, and has submitted 1244 posts! Since the launch of the new platform in November of 2012, JayZX535 has now spent 40,059 minutes online and received 2290 likes/kudos! She has read 68,180 posts and given out 1663 likes/kudos, herself.

 

 

 

 

 

 

 

 

 

 

 

 

 

She received an overwhelmingly positive reception from the other active users:

 

 

You can read some of JayZX535’s Ninja stories here:

https://community.lego.com/t5/NINJAGO-Stories/The-Stroke-of-Midnight/m-p/4604354#M65411

https://community.lego.com/t5/NINJAGO-Stories/On-Borrowed-Time/m-p/4932432#M70559

https://community.lego.com/t5/LEGO-SUPERHEROES-Stories/Watch-for-Me-by-Moonlight-A-story-by-JayZX535...

 

Status:
2013 Lithy Submission

Lithys 2013: LEGO - Best Social Support Program

By DeniseJ

Lithys 2013: LEGO - Best Social Support Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-12-2013 02:49 PM - last edited on ‎04-26-2013 06:00 PM by Moderator Moderator

Company: LEGO Systems Inc.

Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation

Community: LEGO Community (community.lego.com)

Lithy category: Best Social Support Program

________________________________________________

 

Since its inception in 1932, the LEGO Group has come a long way - from a small carpenter’s workshop, to a leading global enterprise, always looking for ways to reinvent the brand experience to maintain its world class service. With the growth of social, it was a natural impetus to build a social online experience which encouraged users to interact, engage and share with each other in a safe and secure way, while maintaining the fun, learning and imaginative elements that were aligned to the brand values.

 

The business aim was to create an interactive social online experience (via an infused dot com presence) that was buzzing in engagement whilst maintaining its simplicity and ease of use, in a safe and secure environment that provided users with quicker “get to times”.  We have a high affinity with users in the 7-14 years age bracket, so online safety and security was paramount.  We were also migrating our users from our old forums to the Lithium platform, so our first step was to understand the issues our existing user community was facing and leverage their feedback to ensure our new launch met their needs.  The responses we received included:

 

  • Faster moderation
  • Increased engagement with LEGO staff
  • Better structure to the forums
  • More guidance on rules
  • Less “spam”

We launched the new community on 9 November 2012 with great success – migrated 2.4 million users and 4+ million posts. There was 0% data and user loss and 1000 users joined the community within the first hour.

 

 


 

“Get to Times” had reduced by more than 7hrs from 8hrs in January 2012 to 56 mins when measured in December 2012. At the same time, user interaction went up by 62% when compared to interaction in the previous forums the year prior.

 

With a more interactive and structured community reflecting features available on other social platforms such as “Likes” introduced, and additional features such as a new ranking structure, user interviews, story and role play forums as well as online polling, paved the way to a significant increase in user activity.

 

New Polling & Ranking Features:

 

Some of the new ranks:

 

There was also a large reduction in spam based on changing the ranking structure from the old posting only system to a new more varied criteria including user defined opinion on quality and rating of content. The new ranks have instilled a culture of support and encouragement between the users and we now have a very healthy community feel.

 

We changed our moderation and engagement coverage set up to ensure 24/7 coverage, with 8 team members located in different time zones and geographical locations around the world. With the backing of help from vendor moderators, the core LEGO team now has more freedom to actively engage with users, spending hours engaging per week now in comparison to minutes previously.

 

We set up a comprehensive help/FAQ section where users can check out the rules, how to change signatures and generally tailor their own settings. For new users, after reading the FAQs, in every single forum we have “Welcome to newbie” or “Adopt a newbie” topics where new users can come in and introduce themselves and existing users will take them under their wings and help bring them into the community.

 

As an example of how engaged some of our kids are, in January 2013, the stats tell us that our 27 highest ranked users (all Forestmen, Ninjas, Aztec Warriors or Conquistadors) each spent 74 hours in the community per week! They’re very dedicated!

 

The new LEGO.com community embodies the LEGO brand values of fun, creativity, quality and originality. Visit community.lego.com to view for yourself.

 


Company: LEGO Systems Inc.

Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation

Community: LEGO Community (community.lego.com)

Lithy category: Best Social Support Program

________________________________________________

 

Since its inception in 1932, the LEGO Group has come a long way - from a small carpenter’s workshop, to a leading global enterprise, always looking for ways to reinvent the brand experience to maintain its world class service. With the growth of social, it was a natural impetus to build a social online experience which encouraged users to interact, engage and share with each other in a safe and secure way, while maintaining the fun, learning and imaginative elements that were aligned to the brand values.

 

The business aim was to create an interactive social online experience (via an infused dot com presence) that was buzzing in engagement whilst maintaining its simplicity and ease of use, in a safe and secure environment that provided users with quicker “get to times”.  We have a high affinity with users in the 7-14 years age bracket, so online safety and security was paramount.  We were also migrating our users from our old forums to the Lithium platform, so our first step was to understand the issues our existing user community was facing and leverage their feedback to ensure our new launch met their needs.  The responses we received included:

 

  • Faster moderation
  • Increased engagement with LEGO staff
  • Better structure to the forums
  • More guidance on rules
  • Less “spam”

We launched the new community on 9 November 2012 with great success – migrated 2.4 million users and 4+ million posts. There was 0% data and user loss and 1000 users joined the community within the first hour.

 

 


 

“Get to Times” had reduced by more than 7hrs from 8hrs in January 2012 to 56 mins when measured in December 2012. At the same time, user interaction went up by 62% when compared to interaction in the previous forums the year prior.

 

With a more interactive and structured community reflecting features available on other social platforms such as “Likes” introduced, and additional features such as a new ranking structure, user interviews, story and role play forums as well as online polling, paved the way to a significant increase in user activity.

 

New Polling & Ranking Features:

 

Some of the new ranks:

 

There was also a large reduction in spam based on changing the ranking structure from the old posting only system to a new more varied criteria including user defined opinion on quality and rating of content. The new ranks have instilled a culture of support and encouragement between the users and we now have a very healthy community feel.

 

We changed our moderation and engagement coverage set up to ensure 24/7 coverage, with 8 team members located in different time zones and geographical locations around the world. With the backing of help from vendor moderators, the core LEGO team now has more freedom to actively engage with users, spending hours engaging per week now in comparison to minutes previously.

 

We set up a comprehensive help/FAQ section where users can check out the rules, how to change signatures and generally tailor their own settings. For new users, after reading the FAQs, in every single forum we have “Welcome to newbie” or “Adopt a newbie” topics where new users can come in and introduce themselves and existing users will take them under their wings and help bring them into the community.

 

As an example of how engaged some of our kids are, in January 2013, the stats tell us that our 27 highest ranked users (all Forestmen, Ninjas, Aztec Warriors or Conquistadors) each spent 74 hours in the community per week! They’re very dedicated!

 

The new LEGO.com community embodies the LEGO brand values of fun, creativity, quality and originality. Visit community.lego.com to view for yourself.

 

Status:
2013 Lithy Submission

Lithys 2013: Elisa - Best Community Design

By DeniseJ

Company: Elisa

Entry submitted by: Noora Halme (Noora) Community Manager

Community: Elisa Palsta (palsta.elisa.fi)

Community: Saunalahti Palsta (palsta.saunalahti.fi)

Lithy category: Best Community Design

___________________________________________________________________

 

Saunalahti and Elisa had separate discussion/help forums for several years, original launches dating back to 2005 and 2009. That makes a total of ten years of conversations and community bonding! When we decided to bring our community to the next level and moved the old forums over to the Lithium platform, we had few things to consider design-wise:

 

  • We wanted to keep our community clear and simple, easy to navigate, visually new but similar to what our users were used to. With a decade of history with little or none design changes, we couldn’t risk losing our members due to a radical change from classic and simple design to something very cutting edge. Our current Scandinavian design reflects the minimal taste of our Finnish users.
  • The whole web presence of Elisa and Saunalahti is being renewed during 2013, and we wanted to be the first ones to take the changes into account. Elisa is a pioneer of support communities among Finnish telecom companies, and as a community, we wanted to be pioneers also internally.
  • We were excited about the great new features that could guide our users to the most relevant and helpful content. We wanted to present kudos, solutions, subscriptions and bookmarks on our forum pages in a way that would make it possible for all of our users to find relevant content easily. Our goal is to be easy to approach and intuitive.
  • Two brands, one community. We have one community, but two separate brands. Elisa provides IPTV-services, e-books and home security systems and Saunalahti focuses on mobile and broadband services and our customers are interested in different things depending on their products and services. We want to be there to help and to listen on both brands, forum pages have to be similar, but still provide relevant content for all types of customers. This was no easy task, but we managed to do it!

 

Our main focus is to provide a safe and friendly environment to our customers to ask questions about our products and services - we're essentially a support forum, a challenger to traditional customer support via telephone and e-mail. The community is a natural part of our customer care for us and - more importantly - to our customers.

 

We have had loads of good feedback from our clear colors, simple navigation, simplicity and the visual similarity of our two forums that form one community. The usability of our forums has been much praised: even though the radical decrease of different boards, from 30 to 11 on Saunalahti and 23 to nine on Elisa, was frowned upon at first, our members soon begun to appreciate the simplicity. Bringing the kudoed posts and solutions to the forum pages has also been a much-appreciated feature. We have had an amazing growth on our community members, and what is most important, the amount of visits and the average time spent online!

 

Our much praised avatar collection is one of my favorite parts as well. We use clear coloring to separate our staff and even super users from other community members, we see this as an important factor that helps our new users to find the most trustworthy content. After all we have a whopping community of 50 000 members! Our basic set of avatars consists of 20 characters including these ladies and gentlemen:

 

 

 

 

 

 

 

 

 

 

 

 

 

We added a bunch of new at the end of 2012, including few moustached-up versions for movember (they were a hit!):

 

 

 

 

 

 

 

 

 

 

 

 

 

And don't tell anyone, but we still have few more in store:

 

Maybe we'll add few special ones for nose day and pink ribbon?

 

We have a long lasting tradition of choosing a member of the year, they are rewarded with a crowned version of the avatars and our superusers have their own avatar collection with a small starred banner:

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, here are our staff members. Orange is for admin (that would be me), green for moderators and blue for other staff. Our moderators also requested a special avatar for movember and we have a grey one for the moderators, who have already moved on:

 

 

 

 

 

 

 

Now that the first year of the new community has passed, we want to keep on rolling! Some of our users are very active on other communities around the web and they're constantly driving us towards better usability. Our plans for 2013 include, but are surely not limited to:

  • Ideas exchange! We’re implementing Ideas in few weeks. Our users have been wishing for “Ideas-smithy” (that would be Ideapaja in Finnish) for a long time and now we’re ready for it! The design will be even more simple than the one on our forum pages’ and we’re ready to listen the voice of our users on what they want to see and how they want to use the “smithy”.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  • Banner rotation! New banner pictures for spring, 1st of may, autumn and perhaps also gay pride? User designed banners? Sky's the limit! Speech bubble -logo and branding aren't going anywhere, but now that we have a good grounding, we can let loose a bit.
  • Product-specific designs, new backgrounds for new product launches.
  • Even better visual integration to product pages of Elisa and Saunalahti. We'll be incorporating a new navigation bar (currently marked with a grey bar on top of the community pages) that will allow our customers to easily navigate between our product pages, help pages, forums and self services.


Company: Elisa

Entry submitted by: Noora Halme (Noora) Community Manager

Community: Elisa Palsta (palsta.elisa.fi)

Community: Saunalahti Palsta (palsta.saunalahti.fi)

Lithy category: Best Community Design

___________________________________________________________________

 

Saunalahti and Elisa had separate discussion/help forums for several years, original launches dating back to 2005 and 2009. That makes a total of ten years of conversations and community bonding! When we decided to bring our community to the next level and moved the old forums over to the Lithium platform, we had few things to consider design-wise:

 

  • We wanted to keep our community clear and simple, easy to navigate, visually new but similar to what our users were used to. With a decade of history with little or none design changes, we couldn’t risk losing our members due to a radical change from classic and simple design to something very cutting edge. Our current Scandinavian design reflects the minimal taste of our Finnish users.
  • The whole web presence of Elisa and Saunalahti is being renewed during 2013, and we wanted to be the first ones to take the changes into account. Elisa is a pioneer of support communities among Finnish telecom companies, and as a community, we wanted to be pioneers also internally.
  • We were excited about the great new features that could guide our users to the most relevant and helpful content. We wanted to present kudos, solutions, subscriptions and bookmarks on our forum pages in a way that would make it possible for all of our users to find relevant content easily. Our goal is to be easy to approach and intuitive.
  • Two brands, one community. We have one community, but two separate brands. Elisa provides IPTV-services, e-books and home security systems and Saunalahti focuses on mobile and broadband services and our customers are interested in different things depending on their products and services. We want to be there to help and to listen on both brands, forum pages have to be similar, but still provide relevant content for all types of customers. This was no easy task, but we managed to do it!

 

Our main focus is to provide a safe and friendly environment to our customers to ask questions about our products and services - we're essentially a support forum, a challenger to traditional customer support via telephone and e-mail. The community is a natural part of our customer care for us and - more importantly - to our customers.

 

We have had loads of good feedback from our clear colors, simple navigation, simplicity and the visual similarity of our two forums that form one community. The usability of our forums has been much praised: even though the radical decrease of different boards, from 30 to 11 on Saunalahti and 23 to nine on Elisa, was frowned upon at first, our members soon begun to appreciate the simplicity. Bringing the kudoed posts and solutions to the forum pages has also been a much-appreciated feature. We have had an amazing growth on our community members, and what is most important, the amount of visits and the average time spent online!

 

Our much praised avatar collection is one of my favorite parts as well. We use clear coloring to separate our staff and even super users from other community members, we see this as an important factor that helps our new users to find the most trustworthy content. After all we have a whopping community of 50 000 members! Our basic set of avatars consists of 20 characters including these ladies and gentlemen:

 

 

 

 

 

 

 

 

 

 

 

 

 

We added a bunch of new at the end of 2012, including few moustached-up versions for movember (they were a hit!):

 

 

 

 

 

 

 

 

 

 

 

 

 

And don't tell anyone, but we still have few more in store:

 

Maybe we'll add few special ones for nose day and pink ribbon?

 

We have a long lasting tradition of choosing a member of the year, they are rewarded with a crowned version of the avatars and our superusers have their own avatar collection with a small starred banner:

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, here are our staff members. Orange is for admin (that would be me), green for moderators and blue for other staff. Our moderators also requested a special avatar for movember and we have a grey one for the moderators, who have already moved on:

 

 

 

 

 

 

 

Now that the first year of the new community has passed, we want to keep on rolling! Some of our users are very active on other communities around the web and they're constantly driving us towards better usability. Our plans for 2013 include, but are surely not limited to:

  • Ideas exchange! We’re implementing Ideas in few weeks. Our users have been wishing for “Ideas-smithy” (that would be Ideapaja in Finnish) for a long time and now we’re ready for it! The design will be even more simple than the one on our forum pages’ and we’re ready to listen the voice of our users on what they want to see and how they want to use the “smithy”.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  • Banner rotation! New banner pictures for spring, 1st of may, autumn and perhaps also gay pride? User designed banners? Sky's the limit! Speech bubble -logo and branding aren't going anywhere, but now that we have a good grounding, we can let loose a bit.
  • Product-specific designs, new backgrounds for new product launches.
  • Even better visual integration to product pages of Elisa and Saunalahti. We'll be incorporating a new navigation bar (currently marked with a grey bar on top of the community pages) that will allow our customers to easily navigate between our product pages, help pages, forums and self services.

Status:
2013 Lithy Submission

Lithys 2013: A1 Telekom - Best Social Support Prog...

By DeniseJ

Company: A1 Telekom Austria AG

Entry submitted by: Claudia Religa (viktoria) Community Manager

Community: A1 Support Community (a1.community.net)

Lithy category: Best Social Support Program

________________________________________________

 

In a rather small country like Austria with a population of 8.4 million people, A1 is the unique leading telecommunication provider with 5.2 million mobile and 2.3 million fixed subscribers.

 

Since launch in November 2011, our A1 Support Community grew significantly: our real substitution ranks around 25 percent (= percentage of users which perceive the A1 Support Community as primary service channel) and the crowd ratio is located around 80 percent. When looking at the charts, we managed to create a vitally and steady growing Community – but what are the qualitative actions we set to engage with our users and to motivate them to participate in the way they do?

 

On the one hand, it is all about motivation factors, gaming mechanics and gratification approaches:

  • Transferring online into offline events: within 2012 we started the initiative “Community events”. We organized a guided tour at the A1 Technical Department. The Super Users were accompanied by A1 Device managers and the A1 Social Media management team for a meet & greets and to gain exclusive background-infos.
  • “Community photo tour” – we exclusively invited users to a phototour to the Viennese zoo and equipped them with Hero-device smartphones to review the quality of the photo-cameras.

 

  • Hero of the month Award: Super Users – the most active users in our Community – are rewarded monthly for their outstanding contributions within the Community.
  • Super Users as moderators: to show the most active Super Users our respect and trust, we gave them moderator roles within the Community. Now they are able to contribute even more to the content and quality of the A1 Support Community.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  • Exclusive boards, badges, ratings and rankings for Super Users are a matter of course as they were part of the concept when creating our new Community.

On the other hand, we deeply link our A1 Social Media channels and provide target-group oriented content:

 

It all started by integrating the A1 Support Community in our Facebook fanpage. By doing so, we opened the Community to our established fan base on Facebook.

 

When comparing to our competitors in the Austrian telecommunications market , we keep a facebook fan-share of 59% and are therefore at the pole position with around 238,000 Facebook fans. On Facebook, three A1 Social Support agents provide fast and exclusive support. Additionally, we spread offers, lotteries and product information for our Facebook target group. Twitter is our channel for distributing company news as well as servicing support requests.

 

The A1 Blog provides product information, device and App reviews, etc. and is deeply linked with the A1 Support Community. The A1 Community actively creates content for our A1 Blog, eg. device reviews from users. The recruiting of our authors takes place via A1 Support Community and Facebook.

 

We take Customer experience one step further:

 

Initiatives like the Ideas concept take the customer experience to another level, where users can participate in the development and beta testing of products and solutions.

 

For that reason, we integrated our A1 Community in the development of the new “My A1” customer self-service area. Firstly, we asked them for ideas which functions they would like to see in the new Customer Self-Service area. After reviewing them, we gave them feedback concerning their ideas and invited them to join a workshop with the “My A1”-project managers. In one last step, the A1 Community had the chance to evaluate the scribbles made for “My A1” and give their feedback to be incorporated into the self-service area.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Not only the facts and figures proof that we are one the right path – in 2012, our A1 Support Community and Social Media commitment stood out at national and international Social Media and Community Awards.

 

In Hamburg, Germany, we were rewarded for the “Best Social Media Strategy” in the DACH region at the Social Media Economy Days 2012. At the Digital Communication Award 2012 the A1 Support Community was honored as the Best Online Community within the European online PR and communications branch as well as with the German Award for Online Communications 2012 in Berlin, Germany. In Austria, one of our integrated Social Media campaigns was rewarded with the Award for the Best Online- and Social Media communication granted by the Austrian Federal Ministry of Economy, Family and Youth.

 


Company: A1 Telekom Austria AG

Entry submitted by: Claudia Religa (viktoria) Community Manager

Community: A1 Support Community (a1.community.net)

Lithy category: Best Social Support Program

________________________________________________

 

In a rather small country like Austria with a population of 8.4 million people, A1 is the unique leading telecommunication provider with 5.2 million mobile and 2.3 million fixed subscribers.

 

Since launch in November 2011, our A1 Support Community grew significantly: our real substitution ranks around 25 percent (= percentage of users which perceive the A1 Support Community as primary service channel) and the crowd ratio is located around 80 percent. When looking at the charts, we managed to create a vitally and steady growing Community – but what are the qualitative actions we set to engage with our users and to motivate them to participate in the way they do?

 

On the one hand, it is all about motivation factors, gaming mechanics and gratification approaches:

  • Transferring online into offline events: within 2012 we started the initiative “Community events”. We organized a guided tour at the A1 Technical Department. The Super Users were accompanied by A1 Device managers and the A1 Social Media management team for a meet & greets and to gain exclusive background-infos.
  • “Community photo tour” – we exclusively invited users to a phototour to the Viennese zoo and equipped them with Hero-device smartphones to review the quality of the photo-cameras.

 

  • Hero of the month Award: Super Users – the most active users in our Community – are rewarded monthly for their outstanding contributions within the Community.
  • Super Users as moderators: to show the most active Super Users our respect and trust, we gave them moderator roles within the Community. Now they are able to contribute even more to the content and quality of the A1 Support Community.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  • Exclusive boards, badges, ratings and rankings for Super Users are a matter of course as they were part of the concept when creating our new Community.

On the other hand, we deeply link our A1 Social Media channels and provide target-group oriented content:

 

It all started by integrating the A1 Support Community in our Facebook fanpage. By doing so, we opened the Community to our established fan base on Facebook.

 

When comparing to our competitors in the Austrian telecommunications market , we keep a facebook fan-share of 59% and are therefore at the pole position with around 238,000 Facebook fans. On Facebook, three A1 Social Support agents provide fast and exclusive support. Additionally, we spread offers, lotteries and product information for our Facebook target group. Twitter is our channel for distributing company news as well as servicing support requests.

 

The A1 Blog provides product information, device and App reviews, etc. and is deeply linked with the A1 Support Community. The A1 Community actively creates content for our A1 Blog, eg. device reviews from users. The recruiting of our authors takes place via A1 Support Community and Facebook.

 

We take Customer experience one step further:

 

Initiatives like the Ideas concept take the customer experience to another level, where users can participate in the development and beta testing of products and solutions.

 

For that reason, we integrated our A1 Community in the development of the new “My A1” customer self-service area. Firstly, we asked them for ideas which functions they would like to see in the new Customer Self-Service area. After reviewing them, we gave them feedback concerning their ideas and invited them to join a workshop with the “My A1”-project managers. In one last step, the A1 Community had the chance to evaluate the scribbles made for “My A1” and give their feedback to be incorporated into the self-service area.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Not only the facts and figures proof that we are one the right path – in 2012, our A1 Support Community and Social Media commitment stood out at national and international Social Media and Community Awards.

 

In Hamburg, Germany, we were rewarded for the “Best Social Media Strategy” in the DACH region at the Social Media Economy Days 2012. At the Digital Communication Award 2012 the A1 Support Community was honored as the Best Online Community within the European online PR and communications branch as well as with the German Award for Online Communications 2012 in Berlin, Germany. In Austria, one of our integrated Social Media campaigns was rewarded with the Award for the Best Online- and Social Media communication granted by the Austrian Federal Ministry of Economy, Family and Youth.

 

Status:
2013 Lithy Submission

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

By 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: Rogers

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

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

Lithy category: Best Social Marketing Program

________________________________________________

 

Tech 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.

The “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: Rogers

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

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

Lithy category: Best Social Marketing Program

________________________________________________

 

Tech 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.

The “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.

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