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:
2015 Lithy Submission

Lithys 2015: Vodafone Turkey - Support Savings MVP

By JaniceK

Lithys 2015: Vodafone Turkey - Support Savings MVP

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2015 11:05 PM - edited ‎05-02-2016 04:26 PM

Company: Vodafone TurkeyVodafone logo.png
Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media    

Community:  Vodafone Forum (forum.vodafone.com.tr)

Lithy category: Support Savings MVP

 

Vodafone revolutionized digital transformation in the Turkish telecommunication market. With a market share of %33,9 (Feb'15) Vodafone Turkey is in use of innovative online technologies and social media to service the special needs of Turkish mobile customers. Vodafone Forum launched in March 2012, as Turkey's first open discussion platform among competition is representing Vodafone Turkey with customer care on social media. Today Vodafone Forum is used as a marketing and support platform, increasing engagement of users through super user cultivation and brand advocacy.   

 

Vodafone Forum is the “go-to” place for products and services, campaigns, apps, network coverage with peer-to-peer communication…

providing a new channel for feedback and exchange between VF customers, customer operations, marketing and product teams.

Our vision is to reach customers online and achieve first hand resolution. Vodafone Forum's business model contributes to reducing call centre costs by deflecting calls, decreasing response times and increasing user generated content.

 

With Vodafone Forum, we are reaching out to more than 600 K visitors, deflecting an average of 150 K calls monthly, making huge savings of more than 250 K USD annually.

 

Vodafone Turkey 4.png

 

We are saving response time with a moderation team of 12 dedicated people and 2 admins. We have got 12 super users, as customers with a certain knowledge; willing to help others, loving to spend time on Vodafone Forum. Most of them are helping users in  their leisure times. Our company is counting on them in cooperating with them for resolving customer needs.

 

Meet HamdullahH

Hamdullah is Vodafone Forum's indispensable superuser, employed as store manager at the Vodafone Shop franchise in Bingöl. He's almost working as a full time moderator. He has got 5.251 kudos, 5.648 posts, 444 solutions. He says about himself:"When I'm driving the car I keep responding to posts during red light." HamdullahH is the happiest user about mobile forum.

 

Meet ZeynepK 

ZeynepK was working at the Vodafone Shop franchise, she used to respond to posts in Vodafone Forum as daily routine. Vodafone Forum team was looking for a new team member, when ZeynepK was looking for an opportunity in social media, now she is employed in Vodafone Forum responding team.

 

Meet SeckinK

SeckinK is a university student, his first Vodafone Forum post was a deep criticism about network performance. He later became a voluenteer of Forum when the social media team sent network people to his residence to solve the issue. Meanwhile SeckinK has gained expertise on devices, he's broadcasting videos on devices and Vodafone services. See SeckinK's latest video on Sony Xperia Z3.

 

Vodafone Turkey 5.jpg

 

Transferring support savings to e-commerce activities

 

The time and help amount realized by our superusers has an impact of 5 support agents which makes cost reduction up to 70 K USD annually. We had the choice to use these savings in marketing campaigns to boost e-commerce activities. 

 

Our business results

 

 Vodafone Forum has more than doubled its objectives in 3 years…

- attracting 80 K + users (versus goal of 50 K)

- 500 K + visitors per month (versus goal of 250 K)

- we have achieved twice as much call deflection than our target estimations 

- annually 250 K USD call deflection savings (versus goal of 150 K)

 

The results of the quality-based community growth strategy have made Vodafone Turkey the fastest-growing Forum in Vodafone Group’s 21 countries.  

 

Vodafone Turkey 6.jpg

 

 


Company: Vodafone TurkeyVodafone logo.png
Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media    

Community:  Vodafone Forum (forum.vodafone.com.tr)

Lithy category: Support Savings MVP

 

Vodafone revolutionized digital transformation in the Turkish telecommunication market. With a market share of %33,9 (Feb'15) Vodafone Turkey is in use of innovative online technologies and social media to service the special needs of Turkish mobile customers. Vodafone Forum launched in March 2012, as Turkey's first open discussion platform among competition is representing Vodafone Turkey with customer care on social media. Today Vodafone Forum is used as a marketing and support platform, increasing engagement of users through super user cultivation and brand advocacy.   

 

Vodafone Forum is the “go-to” place for products and services, campaigns, apps, network coverage with peer-to-peer communication…

providing a new channel for feedback and exchange between VF customers, customer operations, marketing and product teams.

Our vision is to reach customers online and achieve first hand resolution. Vodafone Forum's business model contributes to reducing call centre costs by deflecting calls, decreasing response times and increasing user generated content.

 

With Vodafone Forum, we are reaching out to more than 600 K visitors, deflecting an average of 150 K calls monthly, making huge savings of more than 250 K USD annually.

 

Vodafone Turkey 4.png

 

We are saving response time with a moderation team of 12 dedicated people and 2 admins. We have got 12 super users, as customers with a certain knowledge; willing to help others, loving to spend time on Vodafone Forum. Most of them are helping users in  their leisure times. Our company is counting on them in cooperating with them for resolving customer needs.

 

Meet HamdullahH

Hamdullah is Vodafone Forum's indispensable superuser, employed as store manager at the Vodafone Shop franchise in Bingöl. He's almost working as a full time moderator. He has got 5.251 kudos, 5.648 posts, 444 solutions. He says about himself:"When I'm driving the car I keep responding to posts during red light." HamdullahH is the happiest user about mobile forum.

 

Meet ZeynepK 

ZeynepK was working at the Vodafone Shop franchise, she used to respond to posts in Vodafone Forum as daily routine. Vodafone Forum team was looking for a new team member, when ZeynepK was looking for an opportunity in social media, now she is employed in Vodafone Forum responding team.

 

Meet SeckinK

SeckinK is a university student, his first Vodafone Forum post was a deep criticism about network performance. He later became a voluenteer of Forum when the social media team sent network people to his residence to solve the issue. Meanwhile SeckinK has gained expertise on devices, he's broadcasting videos on devices and Vodafone services. See SeckinK's latest video on Sony Xperia Z3.

 

Vodafone Turkey 5.jpg

 

Transferring support savings to e-commerce activities

 

The time and help amount realized by our superusers has an impact of 5 support agents which makes cost reduction up to 70 K USD annually. We had the choice to use these savings in marketing campaigns to boost e-commerce activities. 

 

Our business results

 

 Vodafone Forum has more than doubled its objectives in 3 years…

- attracting 80 K + users (versus goal of 50 K)

- 500 K + visitors per month (versus goal of 250 K)

- we have achieved twice as much call deflection than our target estimations 

- annually 250 K USD call deflection savings (versus goal of 150 K)

 

The results of the quality-based community growth strategy have made Vodafone Turkey the fastest-growing Forum in Vodafone Group’s 21 countries.  

 

Vodafone Turkey 6.jpg

 

 

Status:
2015 Lithy Submission

Lithys 2015: Virgin Media - Total Community All St...

By JulieH

Lithys 2015: Virgin Media - Total Community All Star

Status: 2015 Lithy Submission
by JulieH ‎05-05-2015 08:49 AM - edited ‎05-05-2015 03:30 PM

Company: Virgin Media

Entry submitted by: Jim Meadows (mrjimmeadows) Content Manager

Community: Virgin Media Help & Support Forum (virginmedia.com/forums)  

Lithy category: Total Community All Star

 

Since the invention of the internet, digital technology has had an increasing impact on the way we live. As a leading communications provider it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.

 

Today, Virgin Media is a part of Liberty Global plc, the world’s largest international cable company. Together Virgin Media and Liberty Global serve 24 million customers across 14 countries, helping connect people to the digital world and enabling them to discover and experience its endless possibilities.

 

Our aim is to provide the best customer care experience in the UK through eService. And, as the UK’s most socially devoted ISP, scaling our social media presence to meet the demand of our customers has been our greatest challenge. In March we became the first ISP to have sent 1Million tweets to customers and we believe the application of Lithium / LSW has been key to achieving this milestone.

Our road to Lithium was born out of three critical requirements.


The first was a desire for our platform to do more. Lithium was responsive and met our demand for performance improvements. We were specifically looking for a platform with both skill-based and priority routing; a single desktop to extend across both social and community; and the product needed to be responsive to Facebook & Twitter developments, adapting swiftly to changes such as page threading.

The second was a need to improve reporting. Here we were looking to identify trends and accurately measure sentiment, with the ultimate hope for real time reporting across the piece.

 

The third and most important requirement was to maintain and improve customer experience: to align one agent per customer, to reduce customer response times, to use rich media in responses, and to moderate our multi-channel offering through a single console – taking control of conversations to actively encourage peer-to-peer support and improve on social KPI’s.

 

Lithium’s continued commitment to evolving their platforms, and their ability to adapt effectively to changes in both social networks and social culture is key to our relationship. As Lithium continue to deliver on product, Virgin Media exceeds their operational and transactional goals.

 

Benefits of a Total Community

The marriage of LSW and Community has enabled Virgin Media to reimagine a niche online space, delivering a dynamic central hub for online help and support.

 

The transformation of Community places it at the heart of eService. The ability to create optimized content immediately supports customer navigation from social as we drive customers to the right information at the right time, and benefits such as Social Integration within Community and integrating user generated content into online help and support, have driven peer-to-peer support across all touch points.

 

Through applying rigorous routing principles across LSW we’ve been able to limit risk to our online reputation –high profile accounts are identified using Klout, Conversational Key Words and Verified Status. In addition we’ve been able to harmonize social engagement and combine content streams on Twitter adopting a larger audience for our acquisition & content marketing strategy, whilst developing our care team’s skills to respond to both care and engagement.

 

Employing a 24-hour snooze rule, we’re now proactively reaching out to customers who have yet to validate our advice and can ensure we close the loop on the majority of conversations – and have increased agent productivity by 24.07% and response times by 25.57% across social and a 59% increase in baseline productivity.  

 

The impact of efficiency has given us scope to activate a new look and feel with more features from our Community supporting our strategy. Using a single console, we brought moderation in-house, developing people and the job role. We were able to implement an archive, improve the effectiveness of Community search and dramatically increase the number of useful solutions viewed. Mobile optimization has enabled customers to navigate content on the go, a huge benefit when home broadband connectivity may be the contact driver.

 

 

 

Appointing a Community Lead has leveraged the effectiveness of our new Superuser advocacy program, increasing their time spent online and overall contribution to support, this coupled with a new ability to our members has given us the opportunity to successfully trial key products through customer outreach – all in a controlled environment.

 

Our Total Community results

Over the last twelve months we’ve achieved our target of managing a single Twitter feed for marketing and customer care, leading to new brand records in engagement – whilst remaining devoted to customer experience; handling increases in volume, team size and improvements in sentiment across social.

 

Through Community we’ve seen incremental growth across all KPI’s. As a result of new member entrances up 23% and innovations driving increase in time spent online up 21% we’ve seen impact in kudos and accepted solutions marked up an enormous 76%.

 

The real benefit of this? The increase in accepted solutions viewed rising by 37%.

 

We’ve supported 5 major projects with trials including over 2000 triallists, delivering over 22,400 pieces of insight that have developed product ahead of launch and increased customer education – as a result, Superuser activity has hit highs of 37 hours per week (each) with replies from the group contributing to 18% of the overall volume leading overall peer to peer support to reach 80% across the last 12 months.

 

Whether it’s been the implementation of video content, ranking or board restructuring the technology has been key to giving us the freedom we need to adapt our channels yet the solidarity to manage one of the greatest social media workflows across one of the largest teams in the world, confidently.

 

“As we pass the milestone of our millionth tweet I am reminded of the amazing journey the Social Media Care team have been on over the last 4 years as we have grown from an ad hoc team of a couple of people to‎ our current 50+ team members.

 

Always championing our brilliant basics of being there for our customers when they need us, a virtual listening ear, heartfelt service and served up with a dollop of humour, the team continue to push the boundaries and lead from the front in the UK social care space.

 

The future is bright as we continue to grow and will evolve the social support to be more encompassing across the opportunities for Care, Marketing, Revenue and PR.”

- Cormac Connolly, Director Channel Development, Virgin Media

 


Company: Virgin Media

Entry submitted by: Jim Meadows (mrjimmeadows) Content Manager

Community: Virgin Media Help & Support Forum (virginmedia.com/forums)  

Lithy category: Total Community All Star

 

Since the invention of the internet, digital technology has had an increasing impact on the way we live. As a leading communications provider it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.

 

Today, Virgin Media is a part of Liberty Global plc, the world’s largest international cable company. Together Virgin Media and Liberty Global serve 24 million customers across 14 countries, helping connect people to the digital world and enabling them to discover and experience its endless possibilities.

 

Our aim is to provide the best customer care experience in the UK through eService. And, as the UK’s most socially devoted ISP, scaling our social media presence to meet the demand of our customers has been our greatest challenge. In March we became the first ISP to have sent 1Million tweets to customers and we believe the application of Lithium / LSW has been key to achieving this milestone.

Our road to Lithium was born out of three critical requirements.


The first was a desire for our platform to do more. Lithium was responsive and met our demand for performance improvements. We were specifically looking for a platform with both skill-based and priority routing; a single desktop to extend across both social and community; and the product needed to be responsive to Facebook & Twitter developments, adapting swiftly to changes such as page threading.

The second was a need to improve reporting. Here we were looking to identify trends and accurately measure sentiment, with the ultimate hope for real time reporting across the piece.

 

The third and most important requirement was to maintain and improve customer experience: to align one agent per customer, to reduce customer response times, to use rich media in responses, and to moderate our multi-channel offering through a single console – taking control of conversations to actively encourage peer-to-peer support and improve on social KPI’s.

 

Lithium’s continued commitment to evolving their platforms, and their ability to adapt effectively to changes in both social networks and social culture is key to our relationship. As Lithium continue to deliver on product, Virgin Media exceeds their operational and transactional goals.

 

Benefits of a Total Community

The marriage of LSW and Community has enabled Virgin Media to reimagine a niche online space, delivering a dynamic central hub for online help and support.

 

The transformation of Community places it at the heart of eService. The ability to create optimized content immediately supports customer navigation from social as we drive customers to the right information at the right time, and benefits such as Social Integration within Community and integrating user generated content into online help and support, have driven peer-to-peer support across all touch points.

 

Through applying rigorous routing principles across LSW we’ve been able to limit risk to our online reputation –high profile accounts are identified using Klout, Conversational Key Words and Verified Status. In addition we’ve been able to harmonize social engagement and combine content streams on Twitter adopting a larger audience for our acquisition & content marketing strategy, whilst developing our care team’s skills to respond to both care and engagement.

 

Employing a 24-hour snooze rule, we’re now proactively reaching out to customers who have yet to validate our advice and can ensure we close the loop on the majority of conversations – and have increased agent productivity by 24.07% and response times by 25.57% across social and a 59% increase in baseline productivity.  

 

The impact of efficiency has given us scope to activate a new look and feel with more features from our Community supporting our strategy. Using a single console, we brought moderation in-house, developing people and the job role. We were able to implement an archive, improve the effectiveness of Community search and dramatically increase the number of useful solutions viewed. Mobile optimization has enabled customers to navigate content on the go, a huge benefit when home broadband connectivity may be the contact driver.

 

 

 

Appointing a Community Lead has leveraged the effectiveness of our new Superuser advocacy program, increasing their time spent online and overall contribution to support, this coupled with a new ability to our members has given us the opportunity to successfully trial key products through customer outreach – all in a controlled environment.

 

Our Total Community results

Over the last twelve months we’ve achieved our target of managing a single Twitter feed for marketing and customer care, leading to new brand records in engagement – whilst remaining devoted to customer experience; handling increases in volume, team size and improvements in sentiment across social.

 

Through Community we’ve seen incremental growth across all KPI’s. As a result of new member entrances up 23% and innovations driving increase in time spent online up 21% we’ve seen impact in kudos and accepted solutions marked up an enormous 76%.

 

The real benefit of this? The increase in accepted solutions viewed rising by 37%.

 

We’ve supported 5 major projects with trials including over 2000 triallists, delivering over 22,400 pieces of insight that have developed product ahead of launch and increased customer education – as a result, Superuser activity has hit highs of 37 hours per week (each) with replies from the group contributing to 18% of the overall volume leading overall peer to peer support to reach 80% across the last 12 months.

 

Whether it’s been the implementation of video content, ranking or board restructuring the technology has been key to giving us the freedom we need to adapt our channels yet the solidarity to manage one of the greatest social media workflows across one of the largest teams in the world, confidently.

 

“As we pass the milestone of our millionth tweet I am reminded of the amazing journey the Social Media Care team have been on over the last 4 years as we have grown from an ad hoc team of a couple of people to‎ our current 50+ team members.

 

Always championing our brilliant basics of being there for our customers when they need us, a virtual listening ear, heartfelt service and served up with a dollop of humour, the team continue to push the boundaries and lead from the front in the UK social care space.

 

The future is bright as we continue to grow and will evolve the social support to be more encompassing across the opportunities for Care, Marketing, Revenue and PR.”

- Cormac Connolly, Director Channel Development, Virgin Media

 

Status:
2015 Lithy Submission

Lithys 2015: KPN - Most Creative Community Promoti...

By JaniceK

Lithys 2015: KPN - Most Creative Community Promotion or Launch

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-30-2015 02:53 PM - edited ‎05-02-2016 07:25 PM

Company: KPN KPN logo.png
Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager

Community: KPN Community (http://forum.kpn.com

Lithy category: Most Creative Community Promotion or Launch

 

KPN is a leading Dutch provider of ICT services. With a wide range of products and services, we operate with different brands many different customer groups – both at home and abroad. From prepaid calling in the US, to interactive HD television in the Netherlands.

 

The goal of our Community promotion

 

At the close of 2014 the KPN Community team got together and aimed to achieve a number of goals simultaneously in the first quarter of 2015. All of these goals would prove to be beneficial for both our customers as well as our peers in other departments.

 

To support the communication of our brand message and to maximize conversation surrounding the added value of KPN services of products we would set out to develop a fresh version of the KPN Blog which would include a new design and a number of new features, which included commenting via Facebook, whatsapp sharing and a clear categorization by connecting with the company wide / marketing content strategy.

 

To make sure our customers got a community experience which would beat their expectations, we developed a customized theme header. This ensured they wouldn’t miss out on relevant,  new or trending content from any part of the community (eg. Forum, blog, co-creation platform or even the TKB). Relevancy was the key goal here, so the theme header would function contextual and content would be relevant to the environment you are in. Theme header would also function as a bridge between different parts of the community and connect them in a seamless way.

 

At last, but certainly not least, the new blog had to be fully mobile supported to service the mobile traffic which was already about 70% of the total traffic of the blog. This was an important  pre-requisite in this endeavor and had to be executed in a way that would rival the most popular Dutch blogs.

 

Our strategy

 

KPN 4.png

 

The strategy of executing this many innovations simultaneously was to go live with a big bang and overwhelm the community with a lot of added value at once. This was set for the Easter weekend at the beginning of april and ingenuously combined with an ‘Easter egg hunt’ which was promoted via our external social channels. This ‘hunt’ would take our customers through the entire platform and playfully introduce them to all the added value that was now available.

 

At the same time a co-creation project started specifically aimed at the mobile environment. Customers we’re encouraged to suggest new features and uncover bugs that we might have missed. After all, even though we are a telco we simply don’t have all the handhelds at our disposal .. but the community does!

 

Meanwhile the theme header would be populated with content that was partially handpicked by community members, thereby making sure that the highlighted content was supported by the community.

 

Our results

 

Despite only happening a couple of weeks ago, we are already seeing some very promising results from the innovations and the promotions that we used to launch them.

 

The first blogpost on the new blog received 16 comments in the first days it was live, which was huge compared to the average 1 or 2 comments that most of the ‘old’ blogs used to receive. This is accredited both the easter egg promotion which directed a lot of people from Facebook directly into the blog post and the Facebook comments which are now possible.

 

The content that was highlighted in the theme header saw on average a 40% uplift in visits compared to content that wasn’t. This was especially true for blog and TKB content highlighted in the heavy trafficked parts of the forum.

 

As mentioned before, these promotions have taken place very recently, so we’re expecting most of the results to follow in the next few months.

 

Our video

 

 

 

 

 

 


Company: KPN KPN logo.png
Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager

Community: KPN Community (http://forum.kpn.com

Lithy category: Most Creative Community Promotion or Launch

 

KPN is a leading Dutch provider of ICT services. With a wide range of products and services, we operate with different brands many different customer groups – both at home and abroad. From prepaid calling in the US, to interactive HD television in the Netherlands.

 

The goal of our Community promotion

 

At the close of 2014 the KPN Community team got together and aimed to achieve a number of goals simultaneously in the first quarter of 2015. All of these goals would prove to be beneficial for both our customers as well as our peers in other departments.

 

To support the communication of our brand message and to maximize conversation surrounding the added value of KPN services of products we would set out to develop a fresh version of the KPN Blog which would include a new design and a number of new features, which included commenting via Facebook, whatsapp sharing and a clear categorization by connecting with the company wide / marketing content strategy.

 

To make sure our customers got a community experience which would beat their expectations, we developed a customized theme header. This ensured they wouldn’t miss out on relevant,  new or trending content from any part of the community (eg. Forum, blog, co-creation platform or even the TKB). Relevancy was the key goal here, so the theme header would function contextual and content would be relevant to the environment you are in. Theme header would also function as a bridge between different parts of the community and connect them in a seamless way.

 

At last, but certainly not least, the new blog had to be fully mobile supported to service the mobile traffic which was already about 70% of the total traffic of the blog. This was an important  pre-requisite in this endeavor and had to be executed in a way that would rival the most popular Dutch blogs.

 

Our strategy

 

KPN 4.png

 

The strategy of executing this many innovations simultaneously was to go live with a big bang and overwhelm the community with a lot of added value at once. This was set for the Easter weekend at the beginning of april and ingenuously combined with an ‘Easter egg hunt’ which was promoted via our external social channels. This ‘hunt’ would take our customers through the entire platform and playfully introduce them to all the added value that was now available.

 

At the same time a co-creation project started specifically aimed at the mobile environment. Customers we’re encouraged to suggest new features and uncover bugs that we might have missed. After all, even though we are a telco we simply don’t have all the handhelds at our disposal .. but the community does!

 

Meanwhile the theme header would be populated with content that was partially handpicked by community members, thereby making sure that the highlighted content was supported by the community.

 

Our results

 

Despite only happening a couple of weeks ago, we are already seeing some very promising results from the innovations and the promotions that we used to launch them.

 

The first blogpost on the new blog received 16 comments in the first days it was live, which was huge compared to the average 1 or 2 comments that most of the ‘old’ blogs used to receive. This is accredited both the easter egg promotion which directed a lot of people from Facebook directly into the blog post and the Facebook comments which are now possible.

 

The content that was highlighted in the theme header saw on average a 40% uplift in visits compared to content that wasn’t. This was especially true for blog and TKB content highlighted in the heavy trafficked parts of the forum.

 

As mentioned before, these promotions have taken place very recently, so we’re expecting most of the results to follow in the next few months.

 

Our video

 

 

 

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Vodafone UK - Social ROI Titan

By JaniceK

Company: Vodafone UK 

Entry submitted by: James Butler (Butlerj7) Digital Product Manager

Community: Vodafone UK eForum Community (http://forum.vodafone.co.uk/)

Lithy category: Social ROI Titan

 

Vodafone is one of the world's leading mobile communications providers, operating in more than 30 countries and in partnership with networks in over 40 more. Across the world, we have almost 360 million customers and around 19 million in the UK.

 

Primary Objectives for 2014

  • Improve deflection from assisted service channels [Calls, LiveChat]
  • Improve commercial leads
  • Increase community engagement

 

Improve deflection from assisted service channels [Calls, LiveChat]

  • Community deflection from assisted channels increased in FY 14/15 by 2.4% YoY to 22.8%. Deflecting 2.2 million customers from assisted service channels.

 

How we achieved this:

  • Increase visibility of solved topics: In the three months after optimisation the total number of solutions had increased by 18% and total solution visits had increased by 16%.

 

  • Increased traffic to self-serve content: Traffic from Contact Us page to Community increased by 41% YoY as more customers select it as channel of choice. Since launching new custom component functionality in Sep 2014, 21,000 visitors have navigated directly to self-serve tools.

 

Improve commercial leads

  • In FY 14/15, on average, 800 orders a month visit the Community on their way to checkout.

 

How we achieved this:

  • Promotion of new devices and services: Custom component banners are seen by 130,000 visitors a week, generating high CTR and awareness.

  • Blog content integrated: Rich content added into blog templates on the Community driving further awareness and encouraging discussions. 

 

Increase community engagement

  • In Aug 2014 we launched the Premium Gameification module, with 26 badges and a review of our on-boarding experience. Since launched, 205,529 badges have been awarded, with 10 new members identified and added to our nurturing programme to develop Super Users.

 

Here is an overview of their activity since registering [Aug 14 – Mar 15]:

Number of Posts

354

Total Posts Read

14050

Gross Thanks Given

127

Gross Thanks Received

496

Total Minutes Online

6778

Accepted Solutions

11

Total Sign ins

439

 

How we achieved this:

  • Use bespoke functionality to identify potential Super Users: New members must achieve the first 5 ‘core functionality’ badges before unlocking further badges [Post, Reply, Give Kudos, Receive Kudos, and Update Profile]. This means that highly engaged users are identified early.

Additional business results

 

After launching Premium Gameification, we observed an increase in engagement across all of the core activities we targeted, with a 20% increase in kudos and a 7% increase in solutions.

 

3 months before

3 months after

Topics

4,466

5,590

Replies

28,777 [6.4 Replies per Topic]

35,319 [6.3 Replies per Topic]

Kudos

16,540 [3.7 Kudos per Topic]

19,845 [3.6 Kudos per Topic]

Solutions

588 [0.1 Solutions per Topic]

634 [0.1 Solutions per Topic]

Total Tagged Messages

928

978

                       

In order to earn the Welcome to the Community badge, awarded for completing the first 5 ‘core functionality’ badges, members would need to fill out a profile bio.

 

Of the new members who we identified as potential new super users, the vast majority of them personalised their avatar, give a detailed biography and completed all other relevant fields [what device do you have, are you PAYG or PAYM customer]. Here are some great examples:

 

 


Company: Vodafone UK 

Entry submitted by: James Butler (Butlerj7) Digital Product Manager

Community: Vodafone UK eForum Community (http://forum.vodafone.co.uk/)

Lithy category: Social ROI Titan

 

Vodafone is one of the world's leading mobile communications providers, operating in more than 30 countries and in partnership with networks in over 40 more. Across the world, we have almost 360 million customers and around 19 million in the UK.

 

Primary Objectives for 2014

  • Improve deflection from assisted service channels [Calls, LiveChat]
  • Improve commercial leads
  • Increase community engagement

 

Improve deflection from assisted service channels [Calls, LiveChat]

  • Community deflection from assisted channels increased in FY 14/15 by 2.4% YoY to 22.8%. Deflecting 2.2 million customers from assisted service channels.

 

How we achieved this:

  • Increase visibility of solved topics: In the three months after optimisation the total number of solutions had increased by 18% and total solution visits had increased by 16%.

 

  • Increased traffic to self-serve content: Traffic from Contact Us page to Community increased by 41% YoY as more customers select it as channel of choice. Since launching new custom component functionality in Sep 2014, 21,000 visitors have navigated directly to self-serve tools.

 

Improve commercial leads

  • In FY 14/15, on average, 800 orders a month visit the Community on their way to checkout.

 

How we achieved this:

  • Promotion of new devices and services: Custom component banners are seen by 130,000 visitors a week, generating high CTR and awareness.

  • Blog content integrated: Rich content added into blog templates on the Community driving further awareness and encouraging discussions. 

 

Increase community engagement

  • In Aug 2014 we launched the Premium Gameification module, with 26 badges and a review of our on-boarding experience. Since launched, 205,529 badges have been awarded, with 10 new members identified and added to our nurturing programme to develop Super Users.

 

Here is an overview of their activity since registering [Aug 14 – Mar 15]:

Number of Posts

354

Total Posts Read

14050

Gross Thanks Given

127

Gross Thanks Received

496

Total Minutes Online

6778

Accepted Solutions

11

Total Sign ins

439

 

How we achieved this:

  • Use bespoke functionality to identify potential Super Users: New members must achieve the first 5 ‘core functionality’ badges before unlocking further badges [Post, Reply, Give Kudos, Receive Kudos, and Update Profile]. This means that highly engaged users are identified early.

Additional business results

 

After launching Premium Gameification, we observed an increase in engagement across all of the core activities we targeted, with a 20% increase in kudos and a 7% increase in solutions.

 

3 months before

3 months after

Topics

4,466

5,590

Replies

28,777 [6.4 Replies per Topic]

35,319 [6.3 Replies per Topic]

Kudos

16,540 [3.7 Kudos per Topic]

19,845 [3.6 Kudos per Topic]

Solutions

588 [0.1 Solutions per Topic]

634 [0.1 Solutions per Topic]

Total Tagged Messages

928

978

                       

In order to earn the Welcome to the Community badge, awarded for completing the first 5 ‘core functionality’ badges, members would need to fill out a profile bio.

 

Of the new members who we identified as potential new super users, the vast majority of them personalised their avatar, give a detailed biography and completed all other relevant fields [what device do you have, are you PAYG or PAYM customer]. Here are some great examples:

 

 

Status:
2015 Lithy Submission

Lithys 2015: TELUS - Total Community All Star

By JaniceK

Company: TELUS 

Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager

Community: TELUS Neighbourhood (forum.telus.com

Social channels: http://facebook.com/telus and http://twitter.com/telussupport

Lithy category: Total Community All Star

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Initially, as an LSW customer, we looked to sustain and add measurability to our Twitter operations in brand risk management and customer service. We were then able to leverage Facebook integration to offer customer support there. While our support off-domain has proven effective (in 2014, 82% of customers surveyed are likely to recommend TELUS/NPS, and 84% are likely to share their social support experience), the velocity of Twitter and limited reach of Facebook impeded the reusability, searchability, and discoverability of good support content and answers. As such, we expanded our social presence through the TELUS Neighbourhood as a community platform, allowing us to both moderate crowdsourced help content and get direct insight to voice of the customer feedback, lovingly organized into threads, boards and categories for consumption across our business units.

 

Benefits of a Total Community

 

Springboarding off of the LSW and communities platforms, our social operations are equipped with measurable insights and qualitative feedback directly from our customers. Reporting on and championing these insights, we have been able to inform process and policy changes, product development, and overall customer experience across our organization. In addition, we are well-positioned to manage brand risk across a variety of social media platforms, deliver excellent customer experiences in their mediums of choice, and provide a #secondchanceatawesome to customers who haven’t been able to have their concerns sorted through traditional channels.

 

Our Total Community results

 

In 2014, through traffic (over 1.18M unique visitors) and participation (2,131 forum topics, 9,424 forum posts, 151 Ideas, 343 Ideas comments), we estimate a $3.35M OPEX savings to our contact centres in 2014 from our community. Moreover, 2014 saw us support over 54K interactions across Twitter and Facebook, with over 80% of our Twitter responses being sent within 35 minutes and driving an 82% Likelihood to Recommend (NPS) based on the interaction.

 

 

 

 


Company: TELUS 

Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager

Community: TELUS Neighbourhood (forum.telus.com

Social channels: http://facebook.com/telus and http://twitter.com/telussupport

Lithy category: Total Community All Star

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Initially, as an LSW customer, we looked to sustain and add measurability to our Twitter operations in brand risk management and customer service. We were then able to leverage Facebook integration to offer customer support there. While our support off-domain has proven effective (in 2014, 82% of customers surveyed are likely to recommend TELUS/NPS, and 84% are likely to share their social support experience), the velocity of Twitter and limited reach of Facebook impeded the reusability, searchability, and discoverability of good support content and answers. As such, we expanded our social presence through the TELUS Neighbourhood as a community platform, allowing us to both moderate crowdsourced help content and get direct insight to voice of the customer feedback, lovingly organized into threads, boards and categories for consumption across our business units.

 

Benefits of a Total Community

 

Springboarding off of the LSW and communities platforms, our social operations are equipped with measurable insights and qualitative feedback directly from our customers. Reporting on and championing these insights, we have been able to inform process and policy changes, product development, and overall customer experience across our organization. In addition, we are well-positioned to manage brand risk across a variety of social media platforms, deliver excellent customer experiences in their mediums of choice, and provide a #secondchanceatawesome to customers who haven’t been able to have their concerns sorted through traditional channels.

 

Our Total Community results

 

In 2014, through traffic (over 1.18M unique visitors) and participation (2,131 forum topics, 9,424 forum posts, 151 Ideas, 343 Ideas comments), we estimate a $3.35M OPEX savings to our contact centres in 2014 from our community. Moreover, 2014 saw us support over 54K interactions across Twitter and Facebook, with over 80% of our Twitter responses being sent within 35 minutes and driving an 82% Likelihood to Recommend (NPS) based on the interaction.

 

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Google AdWords - Marketing Champion

By JaniceK

Company: Google AdWords

Entry submitted by: Akshay Nair (Akshay) Global Project Manager, AdWords Communities

Community: Google AdWords Community

https://www.ru.adwords-community.com (Russian Community)

https://www.pt.adwords-community.com (Portuguese Community)

https://www.es.adwords-community.com (Spanish Community)

Lithy category: Marketing Champion

 

AdWords, a flagship product of Google, accounts for the majority of the company’s revenue. Utilized by millions of businesses in over 40 languages around the world, AdWords penetration is accelerating while its features become increasingly sophisticated. 

 

Google recognizes the opportunity to help SMBs improve their businesses through adding features that improve their advertising campaigns. AdWords customers range from multi-million dollar companies to tiny mom-and-pop businesses. Our aim is to provides a feature-rich advertising platform suited to all types of advertisers and advertiser needs.

 

Google AdWords has leveraged the power of the Lithium platform to drive our customer education efforts on some of our fastest growing AdWords communities - Spanish (ES), Portuguese (PT) and Russian (RU). To educate our customers on AdWords and all it’s features, we use webinars (executed through the Hangouts On Air technology) and various video formats that we host on the Lithium platform. We’ve built in functionality that allows us to track the impact of our video content. This includes actions performed by our customers on their AdWords accounts after they have watched our webinars and engaged with our video content on these communities.

 

Our marketing program

 

We care immensely for our influencers and understand the value they bring to our 1:many efforts. The Google Partners Academy in the PT/ES markets and the “Boost IT” program in RU allowed us to reach and engage online marketing professionals, advance their product knowledge, educate them and share advice on how to improve their online marketing efforts.  

 

Google Partners Academy - is a customer education program targeting Google Partners (certified AdWords agencies and certified marketing professionals). The program consists of a series of Hangouts On Air, where Google specialists (AdWords support team, account managers) guide users through a range of product-related and online marketing-related topics.

 

“Boost IT” - is an educational program targeting Ukrainian large advertisers from the IT sector. This program consists of a series of Hangouts On Air where account managers answer advertisers’ questions online, give presentations on product-related topics and share best practices that are relevant to our IT clients.  


All discussions, questions and user conversations during and after the webinar happen on the respective communities where the Hangout On Air is hosted.

 

To scale our efforts further, these customer education models and initiatives were later launched in other market communities. We’ve partnered across Google with Large Client Services, Small & Medium Business Account Managers and Marketing teams based in Dublin, Wroclaw, Sao Paulo, Kiev, Buenos Aires and Mexico City to ensure we touch as many advertisers as possible. Also, we feature our Top Contributors and Rising Stars in our webinars who share their experience and insights in a live environment by answering questions in real-time.

 

Our results

 

  • Community growth:
    • All three communities (ES/PT/RU) doubled their size from 320k to 630k annual visits on average.
  • User impact:
    • We had a 232% increase in certified individuals in our Spanish speaking markets in 2014
    • 29% of all actions taken by our customers who visited our 10 Communities around the world were driven by these three communities alone
  • Cost savings:
    • Our training efforts with the Google Partners Academy program recorded a cost saving of 91% per attendee

Company: Google AdWords

Entry submitted by: Akshay Nair (Akshay) Global Project Manager, AdWords Communities

Community: Google AdWords Community

https://www.ru.adwords-community.com (Russian Community)

https://www.pt.adwords-community.com (Portuguese Community)

https://www.es.adwords-community.com (Spanish Community)

Lithy category: Marketing Champion

 

AdWords, a flagship product of Google, accounts for the majority of the company’s revenue. Utilized by millions of businesses in over 40 languages around the world, AdWords penetration is accelerating while its features become increasingly sophisticated. 

 

Google recognizes the opportunity to help SMBs improve their businesses through adding features that improve their advertising campaigns. AdWords customers range from multi-million dollar companies to tiny mom-and-pop businesses. Our aim is to provides a feature-rich advertising platform suited to all types of advertisers and advertiser needs.

 

Google AdWords has leveraged the power of the Lithium platform to drive our customer education efforts on some of our fastest growing AdWords communities - Spanish (ES), Portuguese (PT) and Russian (RU). To educate our customers on AdWords and all it’s features, we use webinars (executed through the Hangouts On Air technology) and various video formats that we host on the Lithium platform. We’ve built in functionality that allows us to track the impact of our video content. This includes actions performed by our customers on their AdWords accounts after they have watched our webinars and engaged with our video content on these communities.

 

Our marketing program

 

We care immensely for our influencers and understand the value they bring to our 1:many efforts. The Google Partners Academy in the PT/ES markets and the “Boost IT” program in RU allowed us to reach and engage online marketing professionals, advance their product knowledge, educate them and share advice on how to improve their online marketing efforts.  

 

Google Partners Academy - is a customer education program targeting Google Partners (certified AdWords agencies and certified marketing professionals). The program consists of a series of Hangouts On Air, where Google specialists (AdWords support team, account managers) guide users through a range of product-related and online marketing-related topics.

 

“Boost IT” - is an educational program targeting Ukrainian large advertisers from the IT sector. This program consists of a series of Hangouts On Air where account managers answer advertisers’ questions online, give presentations on product-related topics and share best practices that are relevant to our IT clients.  


All discussions, questions and user conversations during and after the webinar happen on the respective communities where the Hangout On Air is hosted.

 

To scale our efforts further, these customer education models and initiatives were later launched in other market communities. We’ve partnered across Google with Large Client Services, Small & Medium Business Account Managers and Marketing teams based in Dublin, Wroclaw, Sao Paulo, Kiev, Buenos Aires and Mexico City to ensure we touch as many advertisers as possible. Also, we feature our Top Contributors and Rising Stars in our webinars who share their experience and insights in a live environment by answering questions in real-time.

 

Our results

 

  • Community growth:
    • All three communities (ES/PT/RU) doubled their size from 320k to 630k annual visits on average.
  • User impact:
    • We had a 232% increase in certified individuals in our Spanish speaking markets in 2014
    • 29% of all actions taken by our customers who visited our 10 Communities around the world were driven by these three communities alone
  • Cost savings:
    • Our training efforts with the Google Partners Academy program recorded a cost saving of 91% per attendee

Status:
2015 Lithy Submission

Lithys 2015: Vodafone Espana - Excellence in Custo...

By JaniceK

Lithys 2015: Vodafone Espana - Excellence in Customer Satisfaction

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-13-2015 01:08 PM - edited ‎04-18-2015 02:21 PM

Company: Vodafone Espana 
Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist

Community: Foro.Vodafone (http://foro.vodafone.es/)

Lithy category: Excellence in Customer Satisfaction

 

Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.

 

Our most important customer satisfaction initiatives are:

1) NPS

2) Resolution rate

3) Customer experience program

 

Our challenge that we were looking to solve via our Lithium implementation was to reduce calls through social media support. 6,000 interactions on our Lithium eForum per month reduced 50,000 customer service calls on Vodafone's customer service platform!

 

Additional results:

  • 2% savings in customer service calls
  • 20 points of increase in NPS
  • 30 points of increase in resolution rate
  • 100 points of increase in CHI score

 


Company: Vodafone Espana 
Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist

Community: Foro.Vodafone (http://foro.vodafone.es/)

Lithy category: Excellence in Customer Satisfaction

 

Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.

 

Our most important customer satisfaction initiatives are:

1) NPS

2) Resolution rate

3) Customer experience program

 

Our challenge that we were looking to solve via our Lithium implementation was to reduce calls through social media support. 6,000 interactions on our Lithium eForum per month reduced 50,000 customer service calls on Vodafone's customer service platform!

 

Additional results:

  • 2% savings in customer service calls
  • 20 points of increase in NPS
  • 30 points of increase in resolution rate
  • 100 points of increase in CHI score

 

Status:
2015 Lithy Submission

Lithys 2015: Ooredoo - Excellence in Customer Sati...

By JaniceK

Company: Ooredoo Qatar 

Entry submitted by: Muna Barakat (monabarakat) Community Manager

Community: Ooredoo Community (http://community.ooredoo.qa/

Lithy category: Excellence in Customer Satisfaction 

 

Ooredoo Qatar is a telecomm company based in Qatar. It is the first telecom company in the country. Ooredoo is a provider of mobile services, wireless and wire-line services, entertainment services, and content services, with varying market share in the domestic and international telecom markets and in the business (corporations and individuals) and residential markets.

 

Ooredoo went international few years back to include eight other telecom companies in countries such as, Kuwait, Oman, Maldives, Myanmar, Tunisia, and Algeria. Today, Ooredoo serve more than 90 million people internationally.

 

However, our Ooredoo Community is cozy when it comes to size. We focus on Qatar’s market that has around 2 million people. We launched Community on May 2014, so we are barely one year old.

 

Our 2014 customer satisfaction intiatives

 

Every person in Qatar has at least one device or service from Ooredoo. Due to our verity of services, we have high pressure on our customer service. Although we support our customers on many online and offline channels such as our website, Facebook, twitter, snapechat, instagram, call center, and shops, but we wanted to do the extra mile and offer our customers a unique experience where they can get help from their peers. This is where Lithium role comes!

 

We launched our forum around a year ago, but we are already seeing it grow nicely with members, quality content, and getting picked up by Google Although we haven’t done aggressive paid campaign, so this growth is mostly organic.

 

Ooredoo’s initiative to always offer what is new and different is what attracts customers to it. Peer to peer, social support forum, such as the solution that Lithium offers isn’t a common trend in Qatar or even the region. Being the first of its kind has pros and cons because it is harder to educate the public about these forums. The choice of having a young female community manager is also an indication of unorthodox practice, because Ooredoo is all about the end result and not following what is common or average.

 

Being keen on customer satisfaction, we wanted to hit three main areas:

  • Humanize our brand
    • Weather you are an Ooredoo staff or regular customer on Community, we encourage the user to show his character. Our style of writing is more casual. The result? Customers started to change the image of a faceless corporate, and having names associated with Ooredoo such as the team working on Community like me, and other Ooredoo staff members.
  • Own our content
    • You saw a solution of how to restart your Wi-Fi device of Facebook five months ago. Today, your Wi-Fi started to act up and you need this valuable post, could you find it? With many social media channels like Facebook, twitter, and instagram, it is very tiring and sometimes impossible to find old content.
    • Owing our content meant hassle free to our customers. And it was a win/win solution for our product team that could monitor feedback and gain market research info in a way, AND our customers who don’t have to wait on the phone for many cases.
  • A hub for customers to share, chill, and be heard
    • Increasing enthusiasm level toward our brand
    • get personal with our customers, know who they are, what changes they need, and what they like to watch as a movie so we can include it on our Mozaic service, and many other scenarios.

 

Our results

 

There is a causality effect between Community and decrease in customer complaints, but we don’t think it is a direct causality.

 

However, we have many posts from our super-users, and active users who expressed their satisfaction, or promoted our Ooredoo services on Community countless times, such as this topic that gave a review to our most common services:

 

 

This is an example of a user (who’s not a super user) who gave review on Mozaic service. In return, one of our senior experts on Mozaic replied to every points the user gave, provided future plans, and offered beta trail chances for the user to test. Here are some of the reactions:

 

 


Company: Ooredoo Qatar 

Entry submitted by: Muna Barakat (monabarakat) Community Manager

Community: Ooredoo Community (http://community.ooredoo.qa/

Lithy category: Excellence in Customer Satisfaction 

 

Ooredoo Qatar is a telecomm company based in Qatar. It is the first telecom company in the country. Ooredoo is a provider of mobile services, wireless and wire-line services, entertainment services, and content services, with varying market share in the domestic and international telecom markets and in the business (corporations and individuals) and residential markets.

 

Ooredoo went international few years back to include eight other telecom companies in countries such as, Kuwait, Oman, Maldives, Myanmar, Tunisia, and Algeria. Today, Ooredoo serve more than 90 million people internationally.

 

However, our Ooredoo Community is cozy when it comes to size. We focus on Qatar’s market that has around 2 million people. We launched Community on May 2014, so we are barely one year old.

 

Our 2014 customer satisfaction intiatives

 

Every person in Qatar has at least one device or service from Ooredoo. Due to our verity of services, we have high pressure on our customer service. Although we support our customers on many online and offline channels such as our website, Facebook, twitter, snapechat, instagram, call center, and shops, but we wanted to do the extra mile and offer our customers a unique experience where they can get help from their peers. This is where Lithium role comes!

 

We launched our forum around a year ago, but we are already seeing it grow nicely with members, quality content, and getting picked up by Google Although we haven’t done aggressive paid campaign, so this growth is mostly organic.

 

Ooredoo’s initiative to always offer what is new and different is what attracts customers to it. Peer to peer, social support forum, such as the solution that Lithium offers isn’t a common trend in Qatar or even the region. Being the first of its kind has pros and cons because it is harder to educate the public about these forums. The choice of having a young female community manager is also an indication of unorthodox practice, because Ooredoo is all about the end result and not following what is common or average.

 

Being keen on customer satisfaction, we wanted to hit three main areas:

  • Humanize our brand
    • Weather you are an Ooredoo staff or regular customer on Community, we encourage the user to show his character. Our style of writing is more casual. The result? Customers started to change the image of a faceless corporate, and having names associated with Ooredoo such as the team working on Community like me, and other Ooredoo staff members.
  • Own our content
    • You saw a solution of how to restart your Wi-Fi device of Facebook five months ago. Today, your Wi-Fi started to act up and you need this valuable post, could you find it? With many social media channels like Facebook, twitter, and instagram, it is very tiring and sometimes impossible to find old content.
    • Owing our content meant hassle free to our customers. And it was a win/win solution for our product team that could monitor feedback and gain market research info in a way, AND our customers who don’t have to wait on the phone for many cases.
  • A hub for customers to share, chill, and be heard
    • Increasing enthusiasm level toward our brand
    • get personal with our customers, know who they are, what changes they need, and what they like to watch as a movie so we can include it on our Mozaic service, and many other scenarios.

 

Our results

 

There is a causality effect between Community and decrease in customer complaints, but we don’t think it is a direct causality.

 

However, we have many posts from our super-users, and active users who expressed their satisfaction, or promoted our Ooredoo services on Community countless times, such as this topic that gave a review to our most common services:

 

 

This is an example of a user (who’s not a super user) who gave review on Mozaic service. In return, one of our senior experts on Mozaic replied to every points the user gave, provided future plans, and offered beta trail chances for the user to test. Here are some of the reactions:

 

 

Status:
2015 Lithy Submission

Lithys 2015: Telefonica O2 UK - Support Savings MV...

By JaniceK

Lithys 2015: Telefonica O2 UK - Support Savings MVP

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-18-2015 09:06 PM - edited ‎05-02-2016 04:44 PM

Company: Telefonica O2 UK Telefonica.png
Entry submitted by: Marjo Hallapera (marion101) Head of Community

Community: O2 UK Community (http://community.o2.co.uk/

Lithy category: Support Savings MVP

 

The O2 UK is a Telefónica-owned company, managing communities on an international scale in order to optimize and enhance the way in which brands interact and engage with their valued customers. One such community is O2 UK. With more than 20 million customers, O2 is one of the largest mobile telecommunications providers in the United Kingdom. It is supported by Telefónica whose strategy is to become the leading global communications company in the digital world with a goal of opening new pathways, which continue to transform possibilities into reality for their customers.

 

The O2 Community has gone from strength to strength in 2014, utilizing user-generated content (UGC) and site navigation in a number of ways to ensure our community content is as useful and cost-effective as possible.

 

Guides created by members on the O2 Community are consistently detailed, accurate and attract the trust of other members due to the supportive atmosphere encouraged and maintained by our Community Team. UGC is consistently useful for customer awareness and deflection to the 500,000+ unique users coming to our community every month.

 

Due to the high quality of the content created, we have begun to integrate it into our business on a wider scale. One guide for example is used for network self-diagnosis, a commonly queried issue in any telecoms company. This single community post, when used on Twitter, turns a normal 3-tweet customer interaction into a single tweet, attributing to a major cost savings per year. It frees the time up of many advisors, making them considerably more efficient. In 2015 we will repeat this process with a number of products and services, ensuring that our community content forms an even stronger base of knowledge. Below is a snippet of one of our great UGC pieces, with 280,500 views and constantly counting:

 

O2 chart 1.png

We welcome UGC in a number of forms. In 2014 alone, the community welcomed 47 video guides to be used by other customers. These video guides (including iPhone self-help, Operating System tutorials, etc.) have been created at absolutely no cost to O2, but can be used to help other customers as any professional video could – producing a single video elsewhere could otherwise cost the company $7k. This process also enables our customers to contribute to the business they use, and ultimately, to feel as valued as they truly are.

 

O2 chart 2.png

Due to the high volume of visits to certain pages on the community, such as details on services and products, they have attracted a high SEO value to the business. We have utilized this high volume by adding banners for other products within these community pages. This creates a huge amount of awareness for these products, as well as ensuring the community and its potential is tapped into as much as possible. This approach also mirrors in our OS and device announcements, where we often attract over 20,000 views to single update posts that are also shared across the web.

 

O2 chart 3.png

Finally, we have created a campaign within the community to help members to decide on which devices to purchase as a result of peer reviews. Try the Tech allows members to ‘borrow’ devices from us for a few weeks to test out. Every tester writes a thorough review and each content piece creates vibrant discussions about which devices to purchase. The quality of these reviews is so high that device manufacturers have reached out to us in order to gain high quality reviews on brand new devices that will increase sales. Testing and reviewing a device also gives the members more knowledge about the device itself and thus helps them out when offering advice to others on the community. Check out the link below for an example of the quality of content we attract.

 

Samsung Galaxy Note 4 review (TryThe Tech)

 

On top of all of these aspects of benefit the community provides for O2, the peer-to-peer advice concept methodology is ever-present, with members offering advice every day. The average response time on the community (when analyzing a full 24 hour cycle) is consistently under 300 minutes and often under 200 minutes, ensuring that any members who enter will have an answer quickly and efficiently. Our regular members are here each and every day, offering insights as well as advice. They have an online home in the community, which is easy to see when we consider that one of our more regular members posted more than 16,000 times in 2014.


Company: Telefonica O2 UK Telefonica.png
Entry submitted by: Marjo Hallapera (marion101) Head of Community

Community: O2 UK Community (http://community.o2.co.uk/

Lithy category: Support Savings MVP

 

The O2 UK is a Telefónica-owned company, managing communities on an international scale in order to optimize and enhance the way in which brands interact and engage with their valued customers. One such community is O2 UK. With more than 20 million customers, O2 is one of the largest mobile telecommunications providers in the United Kingdom. It is supported by Telefónica whose strategy is to become the leading global communications company in the digital world with a goal of opening new pathways, which continue to transform possibilities into reality for their customers.

 

The O2 Community has gone from strength to strength in 2014, utilizing user-generated content (UGC) and site navigation in a number of ways to ensure our community content is as useful and cost-effective as possible.

 

Guides created by members on the O2 Community are consistently detailed, accurate and attract the trust of other members due to the supportive atmosphere encouraged and maintained by our Community Team. UGC is consistently useful for customer awareness and deflection to the 500,000+ unique users coming to our community every month.

 

Due to the high quality of the content created, we have begun to integrate it into our business on a wider scale. One guide for example is used for network self-diagnosis, a commonly queried issue in any telecoms company. This single community post, when used on Twitter, turns a normal 3-tweet customer interaction into a single tweet, attributing to a major cost savings per year. It frees the time up of many advisors, making them considerably more efficient. In 2015 we will repeat this process with a number of products and services, ensuring that our community content forms an even stronger base of knowledge. Below is a snippet of one of our great UGC pieces, with 280,500 views and constantly counting:

 

O2 chart 1.png

We welcome UGC in a number of forms. In 2014 alone, the community welcomed 47 video guides to be used by other customers. These video guides (including iPhone self-help, Operating System tutorials, etc.) have been created at absolutely no cost to O2, but can be used to help other customers as any professional video could – producing a single video elsewhere could otherwise cost the company $7k. This process also enables our customers to contribute to the business they use, and ultimately, to feel as valued as they truly are.

 

O2 chart 2.png

Due to the high volume of visits to certain pages on the community, such as details on services and products, they have attracted a high SEO value to the business. We have utilized this high volume by adding banners for other products within these community pages. This creates a huge amount of awareness for these products, as well as ensuring the community and its potential is tapped into as much as possible. This approach also mirrors in our OS and device announcements, where we often attract over 20,000 views to single update posts that are also shared across the web.

 

O2 chart 3.png

Finally, we have created a campaign within the community to help members to decide on which devices to purchase as a result of peer reviews. Try the Tech allows members to ‘borrow’ devices from us for a few weeks to test out. Every tester writes a thorough review and each content piece creates vibrant discussions about which devices to purchase. The quality of these reviews is so high that device manufacturers have reached out to us in order to gain high quality reviews on brand new devices that will increase sales. Testing and reviewing a device also gives the members more knowledge about the device itself and thus helps them out when offering advice to others on the community. Check out the link below for an example of the quality of content we attract.

 

Samsung Galaxy Note 4 review (TryThe Tech)

 

On top of all of these aspects of benefit the community provides for O2, the peer-to-peer advice concept methodology is ever-present, with members offering advice every day. The average response time on the community (when analyzing a full 24 hour cycle) is consistently under 300 minutes and often under 200 minutes, ensuring that any members who enter will have an answer quickly and efficiently. Our regular members are here each and every day, offering insights as well as advice. They have an online home in the community, which is easy to see when we consider that one of our more regular members posted more than 16,000 times in 2014.

Status:
2015 Lithy Submission

Lithys 2015: Autodesk - Most Creative Community Pr...

By JaniceK

Lithys 2015: Autodesk - Most Creative Community Promotion or Launch

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2015 10:13 PM - edited ‎05-02-2016 06:46 PM

Company: Autodesk Autodesk logo.png

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Most Creative Community Promotion or Launch 

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Autodesk Drives Customer Loyalty with Collaborative and Proactive Community

 

How does a B2B software company build customer loyalty and increase the value of each customer with an ever-changing social landscape? Autodesk, one of the world leaders in 3D design, engineering, and entertainment software, has found the answer – delivering on customers’ needs before they ask. The company drives customer loyalty and product affinity through a Total Community strategy. The strategy includes activations on Facebook, nearly 200,000 followers on Twitter, more than 40 million views on YouTube, and a branded community, running on the Lithium platform, that has seen its unique visitors grow by 34% in the last year.  

 

One of the pillars of the Autodesk social strategy is its branded community which is the main hub for directly connecting with customers. Dating back to 1986, with Compuserve, Autodesk has leveraged community to foster peer-to-peer to support, drive greater brand affinity, and solidify relationships with its customers. It has evolved to focus on collaborating with and anticipating the needs of customers.

 

Now its eight communities in multiple languages, offer customers unique experiences by industry, region, and expertise level. The company shares product use information, solves potential product issues, and promotes best practices to proactively supply customers with the tools and information needed for a successful product experience.  

 

The company’s collaborative and proactive approach is supported by several key programs, including Expert Elite and Autodesk Help Webinars. The tactics have delivered the following success metrics:

  • Autodeskcommunities received over 27 million unique visits in the last 12 months.
  • Annually, the community successfully serves answers to millions of customers, yielding a multimillion dollar value to Autodeskand its customers.
  • Customer success is tracked and measured via surveys to ensure that the community is providing actual solutions, and at an increasing rate.
  • The community has more than 2 million registered members that have shared more than 135,000 kudos and over 20,000 newly accepted solutions in the last year.

 

Expert Elite:

 

Autodesk’s Expert Elite are the Super Fans and lifeblood of the Autodesk Community. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers. These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.

 

Autodesk 1.png

The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.

 

One Expert Elite, Paul Munford is a great example of Total Community. He wanted to spread the word to let people know about the terrific support options available to Autodesk customers. He interviewed various Autodesk Help team members and then posted his story on his personal blog.  He then amplified it on his other social channels for maximum reach.  Not only did Paul feel passionate enough to write about the Autodesk Help team, but he has posted 943 times, received 198 Kudos and contributed 53 solutions in the community. This example shows the loyalty Autodesk has created with their trusted fans. It is not only about providing customers immediate answers for questions, but building relationships with them and bringing them into the Autodesk family.

 

Autodesk 2.png

Autodesk further drives loyalty among the Expert Elites by offering monthly webinars to share company and product news, providing free software, and hosting an annual Summit where the Expert Elites and Autodesk representatives can meet in person.  At the last Summit held in December 2014, the EE’s had a chance to meet informally over a lunch with CEO Carl Bass, and also had informal presentations and Q&A sessions with the CTO and VP of Cloud.  All of the EE’s are under NDA and therefore Autodesk can share news and information normally restricted for employees only, allowing for early input and feedback from this elite group of customers that is incorporated into products and services.

 

Autodesk 3.jpg

Autodesk Help Webinars:

 

Autodesk recognized the importance of video content on the community, and last year piloted and launched a webinar program to proactively offer customers another way to learn about and experience Autodesk products. For instance, the Installation and Licensing Community hosted “Troubleshooting Desktop Subscription Licensing issues” webinar to give users the information they need to get the “software up and ready.”  The Autodesk Help webinar series is a virtual studio house, with regular, and in some cases weekly offerings.  Webinar attendance can be as high as 200 live attendees and videos posted online can reach over 5,000 views.

 

The webinars proactively target popular topic areas to address questions or in response to customer conversations surfaced elsewhere on the community. The webinars are purely for support and learning, providing customers with information that allows them to get products up and running quickly and provide a deep knowledge about functionality, with the ultimate goal of helping customers to optimize productivity and utility of their Autodesk software.  Over 50% of webinar attendees are repeat participants because they derive continued value from the webinar content.  Put into customer words, “The session was great, and I plan to attend as many as I can.  Although I am relatively proficient there is always something I can learn.”

 

Autodesk 4.png

Innovating with success measurement - The Gratitude Index:

 

Autodesk knew that having a better understanding of their customer sentiment, relative to competitors and known market leaders, was critical to a successful long-term social strategy. To achieve that goal, the company‘s global social media support team created the Gratitude Index, which is an algorithm based on keywords and the number of social mentions that contained specific words associated with gratitude, thanks, and appreciation. In other words, it was an actual measurement of customers expressing their gratitude for the support they received from the Autodesk Help team. The Gratitude Index is used to measure customer satisfaction and efficiency; a qualitative social ROI. The index has become a key metric for the team and is shared up to the highest leadership levels at Autodesk.  Currently, and consistently, Autodesk leads among other software companies and ranks among top brands from other industries.

 

Autodesk also uses key words to track customers that have expressed frustration and a negative sentiment. The @AutodeskHelp team works with these customers to solve issues and turn negative situations around, when possible, moving a frustrated customer to a delighted one. The challenging feedback is also used to inform how the team and Autodesk can better serve customers and surface potential problems on the horizon.   In fact, the negative feedback is embraced almost more tightly because there is rich insight that can be gleaned about how to improve the customer experience, from product purchase to usage, to renewal and repurchase.

 

It's Working:

 

Autodesk’s Total Community strategy is working, with a Klout Score of 85, they are in the top percentile of social influencers.  And, when customer detractors are engaged, Autodesk’s Help team converts at least twice as many as those who remain upset.

 

The strategy is embraced from the top down, as evidenced by a recent blog post by CEO Carl Bass who frequently participates in the Fusion 360 community as it is one of Autodesk’s strategic products.

 

Check out the Fusion 360 community and in particular, this recent blog from Carl that talks about building the product “hand-in-hand with the Fusion community,” along with a blog comment from one of the Expert Elites that states “I’ve seen so many examples where suggestions were heard, understood, refined, and implemented in an amazingly short time frame.”  This is exactly what Autodesk wants to achieve, to drive even greater levels of customer loyalty.

 

Autodesk 5.jpg

 

To celebrate these important milestones of Autodesk's Total Community success through our Expert Elite program and Help Webinars, we recently were nominated for a Forrester Groundswell award-- and we won!

 

Here's the video that accompanied this prestigious win:

 

(view in My Videos)

 


Company: Autodesk Autodesk logo.png

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Most Creative Community Promotion or Launch 

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Autodesk Drives Customer Loyalty with Collaborative and Proactive Community

 

How does a B2B software company build customer loyalty and increase the value of each customer with an ever-changing social landscape? Autodesk, one of the world leaders in 3D design, engineering, and entertainment software, has found the answer – delivering on customers’ needs before they ask. The company drives customer loyalty and product affinity through a Total Community strategy. The strategy includes activations on Facebook, nearly 200,000 followers on Twitter, more than 40 million views on YouTube, and a branded community, running on the Lithium platform, that has seen its unique visitors grow by 34% in the last year.  

 

One of the pillars of the Autodesk social strategy is its branded community which is the main hub for directly connecting with customers. Dating back to 1986, with Compuserve, Autodesk has leveraged community to foster peer-to-peer to support, drive greater brand affinity, and solidify relationships with its customers. It has evolved to focus on collaborating with and anticipating the needs of customers.

 

Now its eight communities in multiple languages, offer customers unique experiences by industry, region, and expertise level. The company shares product use information, solves potential product issues, and promotes best practices to proactively supply customers with the tools and information needed for a successful product experience.  

 

The company’s collaborative and proactive approach is supported by several key programs, including Expert Elite and Autodesk Help Webinars. The tactics have delivered the following success metrics:

  • Autodeskcommunities received over 27 million unique visits in the last 12 months.
  • Annually, the community successfully serves answers to millions of customers, yielding a multimillion dollar value to Autodeskand its customers.
  • Customer success is tracked and measured via surveys to ensure that the community is providing actual solutions, and at an increasing rate.
  • The community has more than 2 million registered members that have shared more than 135,000 kudos and over 20,000 newly accepted solutions in the last year.

 

Expert Elite:

 

Autodesk’s Expert Elite are the Super Fans and lifeblood of the Autodesk Community. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers. These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.

 

Autodesk 1.png

The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.

 

One Expert Elite, Paul Munford is a great example of Total Community. He wanted to spread the word to let people know about the terrific support options available to Autodesk customers. He interviewed various Autodesk Help team members and then posted his story on his personal blog.  He then amplified it on his other social channels for maximum reach.  Not only did Paul feel passionate enough to write about the Autodesk Help team, but he has posted 943 times, received 198 Kudos and contributed 53 solutions in the community. This example shows the loyalty Autodesk has created with their trusted fans. It is not only about providing customers immediate answers for questions, but building relationships with them and bringing them into the Autodesk family.

 

Autodesk 2.png

Autodesk further drives loyalty among the Expert Elites by offering monthly webinars to share company and product news, providing free software, and hosting an annual Summit where the Expert Elites and Autodesk representatives can meet in person.  At the last Summit held in December 2014, the EE’s had a chance to meet informally over a lunch with CEO Carl Bass, and also had informal presentations and Q&A sessions with the CTO and VP of Cloud.  All of the EE’s are under NDA and therefore Autodesk can share news and information normally restricted for employees only, allowing for early input and feedback from this elite group of customers that is incorporated into products and services.

 

Autodesk 3.jpg

Autodesk Help Webinars:

 

Autodesk recognized the importance of video content on the community, and last year piloted and launched a webinar program to proactively offer customers another way to learn about and experience Autodesk products. For instance, the Installation and Licensing Community hosted “Troubleshooting Desktop Subscription Licensing issues” webinar to give users the information they need to get the “software up and ready.”  The Autodesk Help webinar series is a virtual studio house, with regular, and in some cases weekly offerings.  Webinar attendance can be as high as 200 live attendees and videos posted online can reach over 5,000 views.

 

The webinars proactively target popular topic areas to address questions or in response to customer conversations surfaced elsewhere on the community. The webinars are purely for support and learning, providing customers with information that allows them to get products up and running quickly and provide a deep knowledge about functionality, with the ultimate goal of helping customers to optimize productivity and utility of their Autodesk software.  Over 50% of webinar attendees are repeat participants because they derive continued value from the webinar content.  Put into customer words, “The session was great, and I plan to attend as many as I can.  Although I am relatively proficient there is always something I can learn.”

 

Autodesk 4.png

Innovating with success measurement - The Gratitude Index:

 

Autodesk knew that having a better understanding of their customer sentiment, relative to competitors and known market leaders, was critical to a successful long-term social strategy. To achieve that goal, the company‘s global social media support team created the Gratitude Index, which is an algorithm based on keywords and the number of social mentions that contained specific words associated with gratitude, thanks, and appreciation. In other words, it was an actual measurement of customers expressing their gratitude for the support they received from the Autodesk Help team. The Gratitude Index is used to measure customer satisfaction and efficiency; a qualitative social ROI. The index has become a key metric for the team and is shared up to the highest leadership levels at Autodesk.  Currently, and consistently, Autodesk leads among other software companies and ranks among top brands from other industries.

 

Autodesk also uses key words to track customers that have expressed frustration and a negative sentiment. The @AutodeskHelp team works with these customers to solve issues and turn negative situations around, when possible, moving a frustrated customer to a delighted one. The challenging feedback is also used to inform how the team and Autodesk can better serve customers and surface potential problems on the horizon.   In fact, the negative feedback is embraced almost more tightly because there is rich insight that can be gleaned about how to improve the customer experience, from product purchase to usage, to renewal and repurchase.

 

It's Working:

 

Autodesk’s Total Community strategy is working, with a Klout Score of 85, they are in the top percentile of social influencers.  And, when customer detractors are engaged, Autodesk’s Help team converts at least twice as many as those who remain upset.

 

The strategy is embraced from the top down, as evidenced by a recent blog post by CEO Carl Bass who frequently participates in the Fusion 360 community as it is one of Autodesk’s strategic products.

 

Check out the Fusion 360 community and in particular, this recent blog from Carl that talks about building the product “hand-in-hand with the Fusion community,” along with a blog comment from one of the Expert Elites that states “I’ve seen so many examples where suggestions were heard, understood, refined, and implemented in an amazingly short time frame.”  This is exactly what Autodesk wants to achieve, to drive even greater levels of customer loyalty.

 

Autodesk 5.jpg

 

To celebrate these important milestones of Autodesk's Total Community success through our Expert Elite program and Help Webinars, we recently were nominated for a Forrester Groundswell award-- and we won!

 

Here's the video that accompanied this prestigious win:

 

(view in My Videos)

 

Status:
2015 Lithy Submission

Lithys 2015: Autodesk - Excellence in Customer Sat...

By JaniceK

Lithys 2015: Autodesk - Excellence in Customer Satisfaction

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2015 09:21 PM - edited ‎04-25-2015 09:23 PM

Company: Autodesk 

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Excellence in Customer Satisfaction

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Our 2014 customer satisfaction initiatives

 

Deliver Autodesk Help: rapid, relevant and networked service, support and learning for every customer while creating a culture of “customer first” engagement and curiosity within the Global Customer Service Organization

 

The most important customer issue we were looking to solve with our Lithium implementation

 

Scalability.  With a very large portfolio of products (150+), constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our transformational business goals, nor are they able to keep up with the rapid customer base growth.

 

Lithium has provided us with an avenue to meet these challenges by providing a true peer-to-peer community space that scales, where customers ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions all in real time. The forums reduce the need for direct one-on-one support and IdeaStations allow for open and transparent customer feedback mechanisms for customer-driven product enhancements.

 

The Autodesk community is growing at an accelerated pace. In 2014:

  • The community redesign completed in late 2013 greatly impacted our customers' ability to help themselves as well as each other; accelerated collaboration and innovation with our products & services; enabled easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.
  • Accepted solutions increased 37%
  • The accepted solution to topic ratio increased 13%.
  • Community membership increased by 30% to surpass 2 million registered members
  • Community Visits increased 34% to 27.3 million annually
  • We launched close to 50 new forums, blogs and IdeaStations
  • 3,924 new ideas generated represent a 67% increase
  • 80,345 new forum conversations were started
  • We implemented a training module and highlighted community best practices, driving home a “customer first” principle and saw employee engagement increase 47% over the last 6 months

 

With the continued growth and clear objectives for creating a customer first experience, a revamped community CSAT survey was launched in August of 2014 with the goal to measure the success and satisfaction of our visitors, dive into the types of problems members are trying to solve, and identify opportunities to provide a better experience. Since then:

 

  • 3,500+ recipients have completed the survey.
  • Key customer pain points have been identified, e.g. timeliness to get answers. Resulting Action: an employee outreach pilot program was launched where various community SFDC escalation times have been reduced by 80% to increase our response time for subscription customers.
  • CSAT for participants who identified a successful visit averaged 79%.
  • Our CHI score has seen a steady increase, and is currently at 775.

 

 

In a recent study of AutoCAD users centered on support and learning resources, the ease of finding and relevancy of information for the Autodesk Community exceeded all other resources including direct 1-1 support and in product help.

 


Company: Autodesk 

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Excellence in Customer Satisfaction

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Our 2014 customer satisfaction initiatives

 

Deliver Autodesk Help: rapid, relevant and networked service, support and learning for every customer while creating a culture of “customer first” engagement and curiosity within the Global Customer Service Organization

 

The most important customer issue we were looking to solve with our Lithium implementation

 

Scalability.  With a very large portfolio of products (150+), constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our transformational business goals, nor are they able to keep up with the rapid customer base growth.

 

Lithium has provided us with an avenue to meet these challenges by providing a true peer-to-peer community space that scales, where customers ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions all in real time. The forums reduce the need for direct one-on-one support and IdeaStations allow for open and transparent customer feedback mechanisms for customer-driven product enhancements.

 

The Autodesk community is growing at an accelerated pace. In 2014:

  • The community redesign completed in late 2013 greatly impacted our customers' ability to help themselves as well as each other; accelerated collaboration and innovation with our products & services; enabled easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.
  • Accepted solutions increased 37%
  • The accepted solution to topic ratio increased 13%.
  • Community membership increased by 30% to surpass 2 million registered members
  • Community Visits increased 34% to 27.3 million annually
  • We launched close to 50 new forums, blogs and IdeaStations
  • 3,924 new ideas generated represent a 67% increase
  • 80,345 new forum conversations were started
  • We implemented a training module and highlighted community best practices, driving home a “customer first” principle and saw employee engagement increase 47% over the last 6 months

 

With the continued growth and clear objectives for creating a customer first experience, a revamped community CSAT survey was launched in August of 2014 with the goal to measure the success and satisfaction of our visitors, dive into the types of problems members are trying to solve, and identify opportunities to provide a better experience. Since then:

 

  • 3,500+ recipients have completed the survey.
  • Key customer pain points have been identified, e.g. timeliness to get answers. Resulting Action: an employee outreach pilot program was launched where various community SFDC escalation times have been reduced by 80% to increase our response time for subscription customers.
  • CSAT for participants who identified a successful visit averaged 79%.
  • Our CHI score has seen a steady increase, and is currently at 775.

 

 

In a recent study of AutoCAD users centered on support and learning resources, the ease of finding and relevancy of information for the Autodesk Community exceeded all other resources including direct 1-1 support and in product help.

 

Status:
2015 Lithy Submission

Lithys 2015: SuccessFactors - Marketing Champion

By JaniceK

Company: SuccessFactors 

Entry submitted by: Danielle Beeken (dbeeken) Global Director, Customer Adoption Marketing

Community: SuccessFactors Community (community.successfactors.com)

Lithy category: Marketing Champion

 

SuccessFactors provides the leading cloud-based SuccessFactors HCM Suite, which comprises solutions that are complete, beautiful, and flexible, and which can help you optimize your workforce today and prepare it for tomorrow. SuccessFactors solutions are supported by a global partner ecosystem and the experience and commitment of SAP. Our solutions are innovative, but we also deliver process expertise and best practices insights from serving our broad and diverse customer base. Today, with more than 4,000 customers and 27 million subscription seats, we serve organizations of all sizes, from the large enterprises to small businesses, across more than 60 industries, in more than 177 countries, and in 37 languages.

 

It’s time to love work again! This motto is at the heart of our business. SuccessFactors, an SAP company, provides workforce management software designed to support the employee lifecycle, from recruit to retire.  Our customers support over 20 million workers in 177 countries, making SuccessFactors Human Capital Management (HCM) software one of the most adopted cloud-based solutions in the world. Our customers have a vision and vast goals to attract the best talent, align their workforce, optimize employee performance and gain workforce insight to make strategic decisions about their business.

 

Like any world-class technology company SuccessFactors develops applications that are relevant to our consumers. However, we understand that having great products is not enough. Without customer support built into the core of our business we would not be considered the leader in our industry. Lithium’s online community platform has played a significant role in helping us provide true support to our customers. Our Customer Community is a competitive differentiator and an important part of our marketing strategy. It is the gateway to fully realizing the value of our products and services and as marketers we shout this fact from the rooftops.

 

In our Community we bring together customers, product and support experts, industry thought leaders and implementation partners from around the world.  The knowledge exchanged in our Community is an indispensable resource for both new and established customers. 

 

Our Community is a hub for training, implementation resources, documentation, events, and user group interaction. Members stay informed on new features, product updates, and news on HR trends and predictions. This is the place where product-enhancement ideas are shared and discussed with our product managers, providing critical feedback for advancing our products to new levels of innovation and business efficiencies.

 

Our Community is 34,000 + strong and growing by an average of 1,300 new members each month.  Not only is the Community growing in members but in time spent online.  Per month page views range between 200,000 and 300,000 and we see approximately 360 new ideas shared and over 2500 kudo clicks.

 

We’ve found that customers who engage in the Community have increased success and longevity with SuccessFactors. When customers find what they need, have their issues resolved, and get their questions answered, they are happy and eager to help others. It’s a win-win for everyone.

 

 

In addition to Lithium’s impact on our support and customer adoption marketing efforts it is also a valuable vehicle for education and brand awareness. Multiple marketing campaigns pump fresh content into our Community, which drives engagement and new membership. We’ve had remarkable success with our one and only “open” board that showcases our amazing thought leadership to the world. The “Did You Know” campaign has allowed end user customers to find the community destination doubling daily registration and adding valuable content with 100’s of posts with 1,000,000’s of page views. Did You Know? has a committed following of loyal influencers that use Lithium’s social share functionality to spread awareness and meaningful content to their communities.  

 

Our team is also using Lithium to educate and influence our parent company’s on-premise HR customers to move to our cloud-based technology.  Moving to the Cloud from an on-premise solution can be an intimidating transition. There are many roads to success when taking on this endeavor.  Our “Welcome to the Cloud” marketing campaign invited our SAP HR family to join our Community and learn more about the advantages of cloud-based technology. Without In addition to valuable content, entry into our exclusive Community facilitates peer to peer conversation which expedites learning and reference inquiries. Our membership has increased by 8% since this campaign began in January, 2015 and we anticipate sales revenue to follow this uptake in interest from our on-premise customers.

 

Online engagement is a privilege of our time but our Community also supports in-person experiences for our customers.  Customer champions and super users are hosting “live” engagements that promote knowledge sharing across the SuccessFactors’ customer community. Each event focuses on effective talent management process design and deployment. VIP engagements are complimentary and exclusive to SuccessFactors customers as part of their current investment with our technology.  Thanks to Lithium’s interactivity customers learn about these events and participate in conversations before and after the “live” session to further enrich their experience.

 

Finally we want to bring attention to our customer excellence awards program. Our community hosts the SuccessConnect HR Excellence Awards annually. This program drives customers to tell their success story in their own voice and generates an exceptional amount of engagement through live voting. We use Lithium’s kudos click to cast votes. Thousands of votes were counted for our 2014 awards. The winners received a free pass to our SuccessConnect conference and an awards reception with leaders from our executive team. This is one of our favorite customer marketing opportunities because we get to uncover compelling customer stories and references and recognize and celebrate our customer’s accomplishments.

 


Company: SuccessFactors 

Entry submitted by: Danielle Beeken (dbeeken) Global Director, Customer Adoption Marketing

Community: SuccessFactors Community (community.successfactors.com)

Lithy category: Marketing Champion

 

SuccessFactors provides the leading cloud-based SuccessFactors HCM Suite, which comprises solutions that are complete, beautiful, and flexible, and which can help you optimize your workforce today and prepare it for tomorrow. SuccessFactors solutions are supported by a global partner ecosystem and the experience and commitment of SAP. Our solutions are innovative, but we also deliver process expertise and best practices insights from serving our broad and diverse customer base. Today, with more than 4,000 customers and 27 million subscription seats, we serve organizations of all sizes, from the large enterprises to small businesses, across more than 60 industries, in more than 177 countries, and in 37 languages.

 

It’s time to love work again! This motto is at the heart of our business. SuccessFactors, an SAP company, provides workforce management software designed to support the employee lifecycle, from recruit to retire.  Our customers support over 20 million workers in 177 countries, making SuccessFactors Human Capital Management (HCM) software one of the most adopted cloud-based solutions in the world. Our customers have a vision and vast goals to attract the best talent, align their workforce, optimize employee performance and gain workforce insight to make strategic decisions about their business.

 

Like any world-class technology company SuccessFactors develops applications that are relevant to our consumers. However, we understand that having great products is not enough. Without customer support built into the core of our business we would not be considered the leader in our industry. Lithium’s online community platform has played a significant role in helping us provide true support to our customers. Our Customer Community is a competitive differentiator and an important part of our marketing strategy. It is the gateway to fully realizing the value of our products and services and as marketers we shout this fact from the rooftops.

 

In our Community we bring together customers, product and support experts, industry thought leaders and implementation partners from around the world.  The knowledge exchanged in our Community is an indispensable resource for both new and established customers. 

 

Our Community is a hub for training, implementation resources, documentation, events, and user group interaction. Members stay informed on new features, product updates, and news on HR trends and predictions. This is the place where product-enhancement ideas are shared and discussed with our product managers, providing critical feedback for advancing our products to new levels of innovation and business efficiencies.

 

Our Community is 34,000 + strong and growing by an average of 1,300 new members each month.  Not only is the Community growing in members but in time spent online.  Per month page views range between 200,000 and 300,000 and we see approximately 360 new ideas shared and over 2500 kudo clicks.

 

We’ve found that customers who engage in the Community have increased success and longevity with SuccessFactors. When customers find what they need, have their issues resolved, and get their questions answered, they are happy and eager to help others. It’s a win-win for everyone.

 

 

In addition to Lithium’s impact on our support and customer adoption marketing efforts it is also a valuable vehicle for education and brand awareness. Multiple marketing campaigns pump fresh content into our Community, which drives engagement and new membership. We’ve had remarkable success with our one and only “open” board that showcases our amazing thought leadership to the world. The “Did You Know” campaign has allowed end user customers to find the community destination doubling daily registration and adding valuable content with 100’s of posts with 1,000,000’s of page views. Did You Know? has a committed following of loyal influencers that use Lithium’s social share functionality to spread awareness and meaningful content to their communities.  

 

Our team is also using Lithium to educate and influence our parent company’s on-premise HR customers to move to our cloud-based technology.  Moving to the Cloud from an on-premise solution can be an intimidating transition. There are many roads to success when taking on this endeavor.  Our “Welcome to the Cloud” marketing campaign invited our SAP HR family to join our Community and learn more about the advantages of cloud-based technology. Without In addition to valuable content, entry into our exclusive Community facilitates peer to peer conversation which expedites learning and reference inquiries. Our membership has increased by 8% since this campaign began in January, 2015 and we anticipate sales revenue to follow this uptake in interest from our on-premise customers.

 

Online engagement is a privilege of our time but our Community also supports in-person experiences for our customers.  Customer champions and super users are hosting “live” engagements that promote knowledge sharing across the SuccessFactors’ customer community. Each event focuses on effective talent management process design and deployment. VIP engagements are complimentary and exclusive to SuccessFactors customers as part of their current investment with our technology.  Thanks to Lithium’s interactivity customers learn about these events and participate in conversations before and after the “live” session to further enrich their experience.

 

Finally we want to bring attention to our customer excellence awards program. Our community hosts the SuccessConnect HR Excellence Awards annually. This program drives customers to tell their success story in their own voice and generates an exceptional amount of engagement through live voting. We use Lithium’s kudos click to cast votes. Thousands of votes were counted for our 2014 awards. The winners received a free pass to our SuccessConnect conference and an awards reception with leaders from our executive team. This is one of our favorite customer marketing opportunities because we get to uncover compelling customer stories and references and recognize and celebrate our customer’s accomplishments.

 

Status:
2015 Lithy Submission

Lithys 2015: Optimizely - Most Creative Community ...

By JaniceK

Lithys 2015: Optimizely - Most Creative Community Promotion or Launch

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2015 01:47 PM - edited ‎05-02-2016 07:06 PM

Company: Optimizely Optimizely logo2.png

Entry submitted by: Amanda Swan (amanda_optly) Community Manager

Community: The Optiverse Community (https://community.optimizely.com/

Lithy category: Most Creative Community Promotion or Launch

 

Optimizely is the world's leading experience optimization platform, providing A/B testing, targeting and multichannel optimization for websites and mobile apps. The platform's ease of use and speed of deployment empowers organizations to conceive of and run experiments that help them make better data-inspired decisions. Optimizely meets the diverse needs of more than 8,000 customers looking to deliver connected experiences to their audiences across channels. To date, those customers have created and delivered more than 7 billion optimized visitor experiences. To learn more, visit optimizely.com.

 

The goal of our Community promotion

 

We live in an increasingly digital and fast-paced world. Much of our daily interaction now exists online. When we’re unsure, we resort to Google or Quora. When we need help, we file a support ticket and expect our question to be answered instantaneously. What’s the challenge with this reality? It’s easy to forget that real humans are answering our support tickets, or responding to our community discussions.

 

So, for the 1 year anniversary of Optimizely’s community, Optiverse, I want to showcase the talented and fearless people who participate in our community every day. I created a weeklong campaign that was centered around the most crucial part of any community: its members. The goals of the promotion were 1) to make our community members proud that they are a part of Optiverse, and 2) to increase awareness about our community and encourage new registrations.

 

Our promotion strategy

 

We sent a message to our top community contributors and asked them to take a picture of themselves holding a sign that follows the prompt: “I am _______.” Each of these individual photos were used to create a video that emphasizes the idea -- “the whole is greater than the sum of its parts.” Each unique community member has an impact on the success of the Optiverse.

 

To distribute the video, we sent an email to all existing Community members and a separate emails to our customer base who have not yet joined the Community. Each had a unique message and CTA. We used Optimizely to drive each segment to a personalized community landing page.

 

We gave each of the featured members their own “social pack” to make it easy for them to share on social networks. The pack included their photo, suggested tweets and LinkedIn posts.

 

Over the course of the week, Optimizely shared the journey of the Optiverse on Twitter. We shared some data highlights of the past year, but the main focus around the people (see screenshots below). We posted pictures of our VIPS alongside quotes about why they love the Optiverse. Typically, “year in review” campaigns are centered around all the statistics, data points, and numbers that convey success, so this approach was unique.

 

Finally, as an added incentive, we had a “birthday gift giveaway” running all week long for certain actions. As part of the week-long campaign, we were choosing random winners who posted, shared a testing story, or shared the community across social networks. This was a fun way to reward our top members and to involve those who aren’t always so active.

 

Promotion results

 

Over the course of the week, we saw large increases in posts, unique visitors, pageviews, and registrations. Here are a few results:

  • Engagement (posts + kudos) increased 125% as compared to an average week in the prior month.
  • Registrations increased 81% as compared to an average week in the prior month.
  • Page Views increased 66% as compared to an average week in the prior month.
  • Visits increased 71% as compared to an average week in the prior month.
  • Unique Visitors increased 75% as compared to an average week in the prior month.

 

Our video

 

Optimizely 1.png

Optimizely 2.png

 


Company: Optimizely Optimizely logo2.png

Entry submitted by: Amanda Swan (amanda_optly) Community Manager

Community: The Optiverse Community (https://community.optimizely.com/

Lithy category: Most Creative Community Promotion or Launch

 

Optimizely is the world's leading experience optimization platform, providing A/B testing, targeting and multichannel optimization for websites and mobile apps. The platform's ease of use and speed of deployment empowers organizations to conceive of and run experiments that help them make better data-inspired decisions. Optimizely meets the diverse needs of more than 8,000 customers looking to deliver connected experiences to their audiences across channels. To date, those customers have created and delivered more than 7 billion optimized visitor experiences. To learn more, visit optimizely.com.

 

The goal of our Community promotion

 

We live in an increasingly digital and fast-paced world. Much of our daily interaction now exists online. When we’re unsure, we resort to Google or Quora. When we need help, we file a support ticket and expect our question to be answered instantaneously. What’s the challenge with this reality? It’s easy to forget that real humans are answering our support tickets, or responding to our community discussions.

 

So, for the 1 year anniversary of Optimizely’s community, Optiverse, I want to showcase the talented and fearless people who participate in our community every day. I created a weeklong campaign that was centered around the most crucial part of any community: its members. The goals of the promotion were 1) to make our community members proud that they are a part of Optiverse, and 2) to increase awareness about our community and encourage new registrations.

 

Our promotion strategy

 

We sent a message to our top community contributors and asked them to take a picture of themselves holding a sign that follows the prompt: “I am _______.” Each of these individual photos were used to create a video that emphasizes the idea -- “the whole is greater than the sum of its parts.” Each unique community member has an impact on the success of the Optiverse.

 

To distribute the video, we sent an email to all existing Community members and a separate emails to our customer base who have not yet joined the Community. Each had a unique message and CTA. We used Optimizely to drive each segment to a personalized community landing page.

 

We gave each of the featured members their own “social pack” to make it easy for them to share on social networks. The pack included their photo, suggested tweets and LinkedIn posts.

 

Over the course of the week, Optimizely shared the journey of the Optiverse on Twitter. We shared some data highlights of the past year, but the main focus around the people (see screenshots below). We posted pictures of our VIPS alongside quotes about why they love the Optiverse. Typically, “year in review” campaigns are centered around all the statistics, data points, and numbers that convey success, so this approach was unique.

 

Finally, as an added incentive, we had a “birthday gift giveaway” running all week long for certain actions. As part of the week-long campaign, we were choosing random winners who posted, shared a testing story, or shared the community across social networks. This was a fun way to reward our top members and to involve those who aren’t always so active.

 

Promotion results

 

Over the course of the week, we saw large increases in posts, unique visitors, pageviews, and registrations. Here are a few results:

  • Engagement (posts + kudos) increased 125% as compared to an average week in the prior month.
  • Registrations increased 81% as compared to an average week in the prior month.
  • Page Views increased 66% as compared to an average week in the prior month.
  • Visits increased 71% as compared to an average week in the prior month.
  • Unique Visitors increased 75% as compared to an average week in the prior month.

 

Our video

 

Optimizely 1.png

Optimizely 2.png

 

Status:
2015 Lithy Winner

Lithys 2015: AT&T - Support Savings MVP

By JaniceK

Lithys 2015: AT&T - Support Savings MVP

Status: 2015 Lithy Winner
by Lithium Technologies JaniceK ‎04-21-2015 09:23 PM - edited ‎05-02-2016 04:38 PM

Company: AT&T ATT logo.png
Entry submitted by: Bridgette Butler (Lingoes) Sr. Community Manager

Community: AT&T Community Forums (http://forums.att.com

Lithy category: Support Savings MVP

 

AT&T is bringing it all together - helping people mobilize their worlds - with advanced mobile services, next-generation TV and high-speed Internet services, and smart solutions for businesses.

For more than a century, we have consistently provided innovative, reliable, high-quality products and services. Our mission is to connect people with their world, everywhere they live and work, and do it better than anyone else. We're creating new solutions for consumers and businesses to help them mobilize their communications and entertainment.

 

How our Community meets our customer care business goals

 

AT&T Community Forums provide 24 x 7 peer-to-peer assistance as well as AT&T direct support during normal business hours to tens of thousands of users daily, supporting customers across AT&T’s diverse spectrum of products and services.  Recognizing areas underserved by more traditional support, in 2014 we launched a Third-Party Devices board and a Wearables board, together averaging approximately 75k page views by 45k unique visitors monthly. Additionally, we launched a public-facing board for Samsung representatives to interact publicly with our general community, and a Samsung  Ambassadors board for those skilled professionals to interact privately with our 34 recipients of the Award for Community Excellence (ACE) .  This innovation directly connected Samsung experts with AT&T experts, resulting in a superior customer experience that contributed to the rise in Customer Satisfaction we saw in 2014.  We’ve begun tweeting out our most valuable Accepted Solutions, and linking to them   from Facebook.

 

ATT chart 1.jpg

Example of AT&T Community Forums content in the Social Support Center of AT&T Facebook

To better assist the wider base of customers searching for help on att.com, we increased the number of Accepted Solutions appearing with knowledge base articles by 40%.

 

ATT chart2.jpg

Example of “Help from Community Discussions” modal on an att.com knowledge base article

Additionally, the AT&T Community Forums redesign, launched during July 2014, provides in-context features, game mechanics and an unprecedented level of personalization that enables users to tailor their forums experience in new ways. Archiving activities prior to redesign also improved the relevancy of internal and external search results, fostering repeat traffic and increased viewership.

 

ATT chart 3.png

July, 2014 – from “Yawnnnnn”

 

ATT chart 4.png

 

…..to “Yowzers!”

 

How Community has changed our customer care organization

 

Sparked by the community’s success in producing call deflection, AT&T recently launched a team of crack Wireless specialists to assist customers with account and technical issues on the forums, much like the U-verse experts on-boarded in 2013.  In addition, AT&T Community Forums was added to the att.com “Contact Us” flow.  U-verse customer care agents now routinely refer customers to our Third-Party Devices board for support outside their traditional scope.  AT&T’s 200k+ employees – including care agents – learned about the value of our community and especially its star ACEs via recognition in the AT&T Employee Insider newsletter and the AT&T Consumer Blog.

 

ATT chart 5.png

Our customer care business results

 

Call Shed

In 2014, AT&T Community Forums worked to implement a standardized call shed model through the extraction of Community key performance indicators and pairing visitor calling rates with quantitative sentiment survey data. This model enables us to identify opportunities within each LOB to serve up content that addresses top call drivers, effectively shifting contact volume from our Call Centers to the Community Forums while also growing online adoption. During 2014, AT&T Community Forums shed over 4 Million calls.

 

Cost Avoidance

Cost avoidance in the AT&T Community Forums determines digital ROI and frequently spurs Officer-level conversation around Community impact to the overall business. During 2014, the AT&T Community Forums generated over $30 Million in savings for the Organization, driving further ideation for additional points of invocation and awareness-building campaigns.

 

New Threads - Accepted Solutions

On a larger scale, our groundbreaking Community redesign with a faster, simplified user experience launched in July, 2014, yielded a 19% increase in call shed. Key drivers impacting Call Shed include a 54% lift in new thread creation and a 63% improvement in accepted solution development.

 


Company: AT&T ATT logo.png
Entry submitted by: Bridgette Butler (Lingoes) Sr. Community Manager

Community: AT&T Community Forums (http://forums.att.com

Lithy category: Support Savings MVP

 

AT&T is bringing it all together - helping people mobilize their worlds - with advanced mobile services, next-generation TV and high-speed Internet services, and smart solutions for businesses.

For more than a century, we have consistently provided innovative, reliable, high-quality products and services. Our mission is to connect people with their world, everywhere they live and work, and do it better than anyone else. We're creating new solutions for consumers and businesses to help them mobilize their communications and entertainment.

 

How our Community meets our customer care business goals

 

AT&T Community Forums provide 24 x 7 peer-to-peer assistance as well as AT&T direct support during normal business hours to tens of thousands of users daily, supporting customers across AT&T’s diverse spectrum of products and services.  Recognizing areas underserved by more traditional support, in 2014 we launched a Third-Party Devices board and a Wearables board, together averaging approximately 75k page views by 45k unique visitors monthly. Additionally, we launched a public-facing board for Samsung representatives to interact publicly with our general community, and a Samsung  Ambassadors board for those skilled professionals to interact privately with our 34 recipients of the Award for Community Excellence (ACE) .  This innovation directly connected Samsung experts with AT&T experts, resulting in a superior customer experience that contributed to the rise in Customer Satisfaction we saw in 2014.  We’ve begun tweeting out our most valuable Accepted Solutions, and linking to them   from Facebook.

 

ATT chart 1.jpg

Example of AT&T Community Forums content in the Social Support Center of AT&T Facebook

To better assist the wider base of customers searching for help on att.com, we increased the number of Accepted Solutions appearing with knowledge base articles by 40%.

 

ATT chart2.jpg

Example of “Help from Community Discussions” modal on an att.com knowledge base article

Additionally, the AT&T Community Forums redesign, launched during July 2014, provides in-context features, game mechanics and an unprecedented level of personalization that enables users to tailor their forums experience in new ways. Archiving activities prior to redesign also improved the relevancy of internal and external search results, fostering repeat traffic and increased viewership.

 

ATT chart 3.png

July, 2014 – from “Yawnnnnn”

 

ATT chart 4.png

 

…..to “Yowzers!”

 

How Community has changed our customer care organization

 

Sparked by the community’s success in producing call deflection, AT&T recently launched a team of crack Wireless specialists to assist customers with account and technical issues on the forums, much like the U-verse experts on-boarded in 2013.  In addition, AT&T Community Forums was added to the att.com “Contact Us” flow.  U-verse customer care agents now routinely refer customers to our Third-Party Devices board for support outside their traditional scope.  AT&T’s 200k+ employees – including care agents – learned about the value of our community and especially its star ACEs via recognition in the AT&T Employee Insider newsletter and the AT&T Consumer Blog.

 

ATT chart 5.png

Our customer care business results

 

Call Shed

In 2014, AT&T Community Forums worked to implement a standardized call shed model through the extraction of Community key performance indicators and pairing visitor calling rates with quantitative sentiment survey data. This model enables us to identify opportunities within each LOB to serve up content that addresses top call drivers, effectively shifting contact volume from our Call Centers to the Community Forums while also growing online adoption. During 2014, AT&T Community Forums shed over 4 Million calls.

 

Cost Avoidance

Cost avoidance in the AT&T Community Forums determines digital ROI and frequently spurs Officer-level conversation around Community impact to the overall business. During 2014, the AT&T Community Forums generated over $30 Million in savings for the Organization, driving further ideation for additional points of invocation and awareness-building campaigns.

 

New Threads - Accepted Solutions

On a larger scale, our groundbreaking Community redesign with a faster, simplified user experience launched in July, 2014, yielded a 19% increase in call shed. Key drivers impacting Call Shed include a 54% lift in new thread creation and a 63% improvement in accepted solution development.

 

Status:
2015 Lithy Submission

Lithys 2015: Warner Bros - Marketing Champion

By JaniceK

Company: Warner Bros 

Entry submitted by: David Turner (david-turner) Digital Manager

Community: WB Play Community  (Community.wbgames.com )

Lithy category: Marketing Champion

 

Our community is the dedicated forum for WB Games titles. Starting with Batman Arkham Origins, it has expanded to Mortal Kombat and mobile games.  We now have 6 games on the community, with 230,000+ members with much more to come.

 

Our Lithium community is the very core of our conversion funnel. In the video game industry, hardcore fans- those who live, breath, and sleep the titles-- represent the figurative end of the consumer journey. People could pick up a game and enjoy it over a weekend, but there are those who play a game 10X over, sometimes in excess of 200 hours, ultimately wind up forming an identity around the game and the brand, and that's why our community exists, to connect them. Our fans write help guides, they speculate about the lore, and they find stuff so detalied (and often inconsequential) that it delights the creators of the game. Our goal is to let our most devoted of the fans create content, and we do everything we can do encourage them to do so. Success for us is a growth in our devotees; we want them to come to our community, stay, find friends online, and ultimately invite more friends into the world of the game. Our community is at the core of this strategy.

 


All of this leads to the next, larger plan, when it comes to fan migration. Rather than trying to market to the same fans every new title, using the community, we are able to keep them engaged and centralized, so when we annouce our next games, we know exactly where some of our best fans are and how we can share our new games with them.    

 

Our marketing campaign

 

Last fall, we ran a community based "Cosplay Week" which was a celebration of some of the best user created Costumes based off the Batman Arkham games. We were in a particuarly content poor part of the year and our devoted fans were looking for anything about the game that made them reengage with the brand. I collected 5 top tier cosplayers from across the globe and did daily posts, each day with a new cosplayer or cosplay team. The results were enormous, garnering a reach of near 10 million. We took some of the most hardcore of our fans and turned them into content generators. The fans loved it and it was able to greatly increase traffic to the forum and across all of our social channels.    

 

 

Campaign results

 

Because Lithium is able to incorporate WBPlay as it's SSO, we have been able to show a great cross promotion between in game and forum identity. Not only are we able to view the user journey from player to forum member, we are able to quantify results of playtime, forum activity, and ultimately, user value. While I cannot speak to our numbers externally, we have found that players of our games who are active in the forums are active players, on average, 10 to 20 times longer than those players who are not logged in.


We are approaching a quarter of a million members in the WB Community, and show no slow in growth.      

 

 

 

 


Company: Warner Bros 

Entry submitted by: David Turner (david-turner) Digital Manager

Community: WB Play Community  (Community.wbgames.com )

Lithy category: Marketing Champion

 

Our community is the dedicated forum for WB Games titles. Starting with Batman Arkham Origins, it has expanded to Mortal Kombat and mobile games.  We now have 6 games on the community, with 230,000+ members with much more to come.

 

Our Lithium community is the very core of our conversion funnel. In the video game industry, hardcore fans- those who live, breath, and sleep the titles-- represent the figurative end of the consumer journey. People could pick up a game and enjoy it over a weekend, but there are those who play a game 10X over, sometimes in excess of 200 hours, ultimately wind up forming an identity around the game and the brand, and that's why our community exists, to connect them. Our fans write help guides, they speculate about the lore, and they find stuff so detalied (and often inconsequential) that it delights the creators of the game. Our goal is to let our most devoted of the fans create content, and we do everything we can do encourage them to do so. Success for us is a growth in our devotees; we want them to come to our community, stay, find friends online, and ultimately invite more friends into the world of the game. Our community is at the core of this strategy.

 


All of this leads to the next, larger plan, when it comes to fan migration. Rather than trying to market to the same fans every new title, using the community, we are able to keep them engaged and centralized, so when we annouce our next games, we know exactly where some of our best fans are and how we can share our new games with them.    

 

Our marketing campaign

 

Last fall, we ran a community based "Cosplay Week" which was a celebration of some of the best user created Costumes based off the Batman Arkham games. We were in a particuarly content poor part of the year and our devoted fans were looking for anything about the game that made them reengage with the brand. I collected 5 top tier cosplayers from across the globe and did daily posts, each day with a new cosplayer or cosplay team. The results were enormous, garnering a reach of near 10 million. We took some of the most hardcore of our fans and turned them into content generators. The fans loved it and it was able to greatly increase traffic to the forum and across all of our social channels.    

 

 

Campaign results

 

Because Lithium is able to incorporate WBPlay as it's SSO, we have been able to show a great cross promotion between in game and forum identity. Not only are we able to view the user journey from player to forum member, we are able to quantify results of playtime, forum activity, and ultimately, user value. While I cannot speak to our numbers externally, we have found that players of our games who are active in the forums are active players, on average, 10 to 20 times longer than those players who are not logged in.


We are approaching a quarter of a million members in the WB Community, and show no slow in growth.      

 

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: HSN - Marketing Champion

By JaniceK

Lithys 2015: HSN - Marketing Champion

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-29-2015 09:00 PM - edited ‎04-30-2015 10:30 AM

Company: HSN 

Entry submitted by: Matt See (MattHSN) Director, Social & Games

Community: HSN Community (http://community.hsn.com,http://blogs.hsn.com)

Lithy category: Marketing Champion

 

HSN is all about making shopping FUN! Great products and unique experiences that you can’t find anywhere else, plus exclusive access to celebrities and sweepstakes. The HSN Community makes that possible by connecting them with all their favorite HSN Hosts and Partners and introducing them to fellow shoppers just like themselves who share their passion for great deals & shopping!

 

Lithium’s Community serves a vital role for HSN as the single owned destination for customers to post and engage with partners, brands and each other. It’s a tool for our customers to get a second opinion about a product and is a key aspect to driving boundaryless retail for HSN across all screens.

 

How we activated our influencers

 

1) We re-launched the Community with a new design and a new way to connect with HSN personalities called Q&A’s.


2) Lithium allowed us to engage our audience, which in turn is allowing us to organically reach others. HSN is a differentiated way to shop because, unlike brick and mortar, you’re shopping from the personality behind the brand, and with Community shopping on TV has never been more personal. The Lithium platform has allowed HSN to take that one step further by creating omni-channel Q&A’s that give customers the ability to have their own conversations with the brand. Instead of just shopping for jeans, HSN gives customers unprecedented access to stylists, fashion icons, and other experts to help offer a more personal and valued shopping destination; and the customer is front and center in the experience with the power of Lithium’s Community.

 

Our results

  • Hosted 71 Q&A’s between August – December in 2014, creating a whole new way for customers to connect and drive meaningful, relevant conversation on HSN.
  • +2,502.4% in Community Membership Y/Y
  • +241.8% in Unique Visitors Y/Y
  • +109.4% in Posts Y/Y
  • +105.7% in Sessions Y/Y
  • Stats are still growing this year. We’re seeing +40% in Sales Y/Y in Q1 this year.

 

Q&A Banner Example

 

 

 

Before / After Lithium Launch

 

Before:

After:

 

Community Q&A Example

 

 


Company: HSN 

Entry submitted by: Matt See (MattHSN) Director, Social & Games

Community: HSN Community (http://community.hsn.com,http://blogs.hsn.com)

Lithy category: Marketing Champion

 

HSN is all about making shopping FUN! Great products and unique experiences that you can’t find anywhere else, plus exclusive access to celebrities and sweepstakes. The HSN Community makes that possible by connecting them with all their favorite HSN Hosts and Partners and introducing them to fellow shoppers just like themselves who share their passion for great deals & shopping!

 

Lithium’s Community serves a vital role for HSN as the single owned destination for customers to post and engage with partners, brands and each other. It’s a tool for our customers to get a second opinion about a product and is a key aspect to driving boundaryless retail for HSN across all screens.

 

How we activated our influencers

 

1) We re-launched the Community with a new design and a new way to connect with HSN personalities called Q&A’s.


2) Lithium allowed us to engage our audience, which in turn is allowing us to organically reach others. HSN is a differentiated way to shop because, unlike brick and mortar, you’re shopping from the personality behind the brand, and with Community shopping on TV has never been more personal. The Lithium platform has allowed HSN to take that one step further by creating omni-channel Q&A’s that give customers the ability to have their own conversations with the brand. Instead of just shopping for jeans, HSN gives customers unprecedented access to stylists, fashion icons, and other experts to help offer a more personal and valued shopping destination; and the customer is front and center in the experience with the power of Lithium’s Community.

 

Our results

  • Hosted 71 Q&A’s between August – December in 2014, creating a whole new way for customers to connect and drive meaningful, relevant conversation on HSN.
  • +2,502.4% in Community Membership Y/Y
  • +241.8% in Unique Visitors Y/Y
  • +109.4% in Posts Y/Y
  • +105.7% in Sessions Y/Y
  • Stats are still growing this year. We’re seeing +40% in Sales Y/Y in Q1 this year.

 

Q&A Banner Example

 

 

 

Before / After Lithium Launch

 

Before:

After:

 

Community Q&A Example

 

 

Status:
2015 Lithy Submission

Lithys 2015: giffgaff - Support Savings MVP

By JaniceK

Lithys 2015: giffgaff - Support Savings MVP

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎03-26-2015 02:08 PM - edited ‎03-29-2015 03:47 PM

Company: giffgafflogo

Entry submitted by: Gregg Baker (greggHead of Community

Community: giffgaff Community (http://community.giffgaff.com)

Lithy category: Support Savings MVP

 

 

giffgaff, founded 5 years ago and known as “the mobile network run by you”, utilizes Lithium to provide a first class experience for our members. At giffgaff we like to do things differently. We don’t believe in having shops on the high street, call centers you have to ring for help or generally just making life difficult for people. Instead we are online only and pass on the savings to our members.

 

‘giffgaff’ itself is an ancient Scottish word meaning mutuality and from day one we ensured we founded a business built on mutual relationships and understanding. We built the business around having a community at the heart of it, suggesting ideas, helping each other and keeping us real. This allows us to operate a very lean business and pass on the savings to our members. Lithium as a platform allowed us to facilitate that and evolve our thinking even further.

 

Our community provides first line support for our business by utilizing the Lithium platform. Members answer support questions, create knowledgebase articles and even create tutorial videos. We utilize standard platform features as well as embedding a tool to ask the community on our product pages. We empower our Community members to be powerful advocates for us, driving acquisition, while also giving them the tools and the channel to be our front line support. Reflect on that for a moment, our members provide all support for us (apart from private account related issues). As a result, we have seen a contact rate from our customers of once every five years.

 

Community members write the articles that go into our Knowledge Base, they help create the video tutorials taking members through difficult set ups and they are on hand to answer member questions, with an average response time of just 90 seconds (that's well under the average of 11 minutes for call centers). Typically tracked in minutes or even hours, our Community can solve a situation in seconds and then have that solution seen by at least 50 other people a month.

 

On average we receive 10,000-11,000 questions a month, of which the solutions are viewed at least 500,000 times a month. That’s a lot of calls deflected. We estimate savings in the region of $35M a year thanks to all of the amazing work our Community does. The best part is that members are happy with the responses they receive, in fact so happy we even picked up an award from ‘Which?’, that’s a pretty big deal here in the UK. We even found a way to add some giffgaff charm to that by letting one of our Community members go and accept the award on our behalf.

 

We truly believe we have a better way of providing customer service and so far satisfaction scores of over 80% would agree.

 


Company: giffgafflogo

Entry submitted by: Gregg Baker (greggHead of Community

Community: giffgaff Community (http://community.giffgaff.com)

Lithy category: Support Savings MVP

 

 

giffgaff, founded 5 years ago and known as “the mobile network run by you”, utilizes Lithium to provide a first class experience for our members. At giffgaff we like to do things differently. We don’t believe in having shops on the high street, call centers you have to ring for help or generally just making life difficult for people. Instead we are online only and pass on the savings to our members.

 

‘giffgaff’ itself is an ancient Scottish word meaning mutuality and from day one we ensured we founded a business built on mutual relationships and understanding. We built the business around having a community at the heart of it, suggesting ideas, helping each other and keeping us real. This allows us to operate a very lean business and pass on the savings to our members. Lithium as a platform allowed us to facilitate that and evolve our thinking even further.

 

Our community provides first line support for our business by utilizing the Lithium platform. Members answer support questions, create knowledgebase articles and even create tutorial videos. We utilize standard platform features as well as embedding a tool to ask the community on our product pages. We empower our Community members to be powerful advocates for us, driving acquisition, while also giving them the tools and the channel to be our front line support. Reflect on that for a moment, our members provide all support for us (apart from private account related issues). As a result, we have seen a contact rate from our customers of once every five years.

 

Community members write the articles that go into our Knowledge Base, they help create the video tutorials taking members through difficult set ups and they are on hand to answer member questions, with an average response time of just 90 seconds (that's well under the average of 11 minutes for call centers). Typically tracked in minutes or even hours, our Community can solve a situation in seconds and then have that solution seen by at least 50 other people a month.

 

On average we receive 10,000-11,000 questions a month, of which the solutions are viewed at least 500,000 times a month. That’s a lot of calls deflected. We estimate savings in the region of $35M a year thanks to all of the amazing work our Community does. The best part is that members are happy with the responses they receive, in fact so happy we even picked up an award from ‘Which?’, that’s a pretty big deal here in the UK. We even found a way to add some giffgaff charm to that by letting one of our Community members go and accept the award on our behalf.

 

We truly believe we have a better way of providing customer service and so far satisfaction scores of over 80% would agree.

 

Status:
2015 Lithy Submission

Lithys 2015: Telstra - Total Community All Star

By JaniceK

Lithys 2015: Telstra - Total Community All Star

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-30-2015 10:22 AM - last edited on ‎05-01-2015 07:16 AM by JulieH

Company: Telstra 

Entry submitted by: Yannick Pierre (Yannick_PCrowd, Help & Support Lead 

Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/)

Lithy category: Total Community All Star

 

Telstra is Australia’s largest Telecommunications Company and for over a hundred years we have connected Aussies with each other and the rest of the world.

 

At Telstra we seek to connect and engage people, our customers and employees. Our digital transformation starts with people, not technology.

 

Both customers and employees engage digitally with Telstra every day – at scale, seeking to have their questions answered or problems resolved – and share their experiences with our products and the rapidly changing technology landscape. Increasingly, our customers expect and deserve the same level of authenticity from interactions in digital environments as they have traditionally been offered in the offline world.

 

Telstra has leveraged Lithium Products & Services to build an entire digital eco-system that transcends incumbent boundaries of segment, device, employee and customer.

 

Building upon our award winning customer community  CrowdSupport® - we have extended our digital eco-system unabated to deliver employee collaboration, real-time omni-channel dialogue, complete visibility and measurement in social and a step change in customer help and support.

 

CrowdSupport®

Through our CrowdSupport community customers can receive quick and reliable responses to questions from community members – both customers and Telstra employees. The contribution from our community members is the difference between ‘good’ and ‘great’ – we recognise community members’ contribution with ‘meet-up’ events and exclusive access to products and services in addition to the established ‘gamification’ model.

 

Store Locator & Community – Unlocking Omni-Channel

We’ve deployed a single search platform to enable real-time customer feedback and discussion for Telstra’s store network nationally. Team members in store can now directly connect digitally with their customers, helping to create an omni-channel presence.

 

Telstra Wi-Fi®  – a community of Wi-Fi

Telstra is creating Australia’s largest Wi-Fi network.  Through the CrowdSupport community customers can locate their nearest hotspot, provide feedback and discuss tips and techniques at an individual access point level. Telstra has over 1,100 hotspots nationwide and over 1 million devices have connected to the network.

 

CrowdSupport Live – Taking community real-time

We have taken our community connection real-time with an integrated capability between CrowdSupport (Lithium) and CrowdSupport Live (Needle). Our community members are now able to sign up to conduct live chat sessions directly with other customers considering the purchase of new mobile handsets – this has delivered 4000+ chats year to date with great positive feedback.

 

Klout Integration– A global first

We have successfully integrated Klout into our CrowdSupport community – providing the next wave of gamification and customer value exchange for our community members.

 

 

 

Telstra’s In:sight community, powered by Lithium, is an enterprise community delivering premium access to the latest business thinking, technology, trends and exclusive events. There are now 2000+ registered members and our account executives are connecting in digital communities complementing a traditional face to face or telephone relationship model.

 

Peer Support

In May 2014, we launched our Peer Support community, which enables our digital and telephone centre teams to connect and share their knowledge and experience. We have thousands of employees actively using the community. PeerSupport has enabled Telstra to connect the knowledge of our digital and telephone centres in a way the company has never previously achieved. Employees are able to find information faster and the collaborative nature is delivering informative and timely updates.

 

A step change in Customer Help & Support

Telstra re-platformed our entire Customer Help & Support onto Lithium in 2015. Customers are now able to seamlessly connect company authored content (i.e. the ‘official source’) with community generated content. Through the power of the community customer feedback drives the creation of high value content – to date we have received over 12,000 content recommendations from our customers. This provides a great balance for our customers across a wide array of the trust and adoption curve.

 

Digital Customer Care – Total visibility

On the back of a large-scale rollout of Lithium Social Web in May 2013 Telstra’s 24x7 Digital Customer Care Team have completely embraced the plethora of benefits LSW offers our customers and employees. With rapid onboarding, flexible working, easy access to help and support content, automation, total visibility and measurement– we are operating like a Swiss clock in the rapidly changing social media landscape.

 

Figure 1: The ‘proof points’ for offering a dedicated internal employee community

 

Figure 2: Growing our digital eco-system sees growth in the anchor tenants too

 

Lithium Social Web – the game changer

 

April 17, 2013 was the day Telstra launched Lithium Social Web (LSW) and transformed our customer’s service experience in social. The seamless workflow, simplistic user experience, social integration, prioritisation and immediacy saw expediential improvement to our customer’s digital service experience.

 

Pre-Lithium, Telstra manually tracked customer posts and replies via spreadsheets. This was, of course, not sustainable. A solution was needed to handle the immense growth of digital connections in social.

 

Adoption of the Lithium Social Web was the right solution.

 

Our digital customer care experienced has improved in six main areas:

 

Figure 3: The impact of Lithium Social Web on Telstra Digital Customer Care

 

LSW allows Telstra to provide authentic high quality customer service, create thriving digital communities and foster an internal self service culture.

 

What’s next?

 

We have made considerable progress on our digital journey – we must continue at pace as our customers’ expectations increase in a world gone digital.

 

At Telstra, we believe that in the next five years

 

  1. 5G will be standardised
  2. Networks will be optimised for traffic against specific services and media types
  3. Consumer devices will be dominant, but small devices for data sensing and processing will make up a significant percentage of mobile and Internet traffic.
  4. Telecom and other industries will be more platform shaped, with data becoming as important as products.
  5. The world will be faster, and more connected with a billion more participants in the global economy

 

For our digital eco-system and our communities we will continue at the pace our customers expect and we will deliver:

 

LinkedIn integration for business. Considering two new users join LinkedIn every second, it is central to the digital life of businesses, and we are implementing a system where users can login and register with Telstra through their LinkedIn profile.

 

Achieve a unified social ecosystem, integrating with the core enterprise social platform, to drive a self service culture.

 

Provide employees with the ability to access a greater repository of knowledge and address issues in real time.

 

In closing....

 

Telstra is over 100 years old and is now empowering customers and employees by democratising customer service through rich community peer to peer service.

 

We are increasing our investment in our digital service for customers through our multiyear Digital First program. This will give our customers even greater control of their accounts and services, technical appointments and support options

 

We are working to achieve an even more unified digital customer ecosystem through leveraging a wide range of Lithium’s products and services, as we continue our journey to deliver a brilliant connected future for our customers and Telstra.

 

 

Appendix: Telstra communities

 

 

 


Company: Telstra 

Entry submitted by: Yannick Pierre (Yannick_PCrowd, Help & Support Lead 

Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/)

Lithy category: Total Community All Star

 

Telstra is Australia’s largest Telecommunications Company and for over a hundred years we have connected Aussies with each other and the rest of the world.

 

At Telstra we seek to connect and engage people, our customers and employees. Our digital transformation starts with people, not technology.

 

Both customers and employees engage digitally with Telstra every day – at scale, seeking to have their questions answered or problems resolved – and share their experiences with our products and the rapidly changing technology landscape. Increasingly, our customers expect and deserve the same level of authenticity from interactions in digital environments as they have traditionally been offered in the offline world.

 

Telstra has leveraged Lithium Products & Services to build an entire digital eco-system that transcends incumbent boundaries of segment, device, employee and customer.

 

Building upon our award winning customer community  CrowdSupport® - we have extended our digital eco-system unabated to deliver employee collaboration, real-time omni-channel dialogue, complete visibility and measurement in social and a step change in customer help and support.

 

CrowdSupport®

Through our CrowdSupport community customers can receive quick and reliable responses to questions from community members – both customers and Telstra employees. The contribution from our community members is the difference between ‘good’ and ‘great’ – we recognise community members’ contribution with ‘meet-up’ events and exclusive access to products and services in addition to the established ‘gamification’ model.

 

Store Locator & Community – Unlocking Omni-Channel

We’ve deployed a single search platform to enable real-time customer feedback and discussion for Telstra’s store network nationally. Team members in store can now directly connect digitally with their customers, helping to create an omni-channel presence.

 

Telstra Wi-Fi®  – a community of Wi-Fi

Telstra is creating Australia’s largest Wi-Fi network.  Through the CrowdSupport community customers can locate their nearest hotspot, provide feedback and discuss tips and techniques at an individual access point level. Telstra has over 1,100 hotspots nationwide and over 1 million devices have connected to the network.

 

CrowdSupport Live – Taking community real-time

We have taken our community connection real-time with an integrated capability between CrowdSupport (Lithium) and CrowdSupport Live (Needle). Our community members are now able to sign up to conduct live chat sessions directly with other customers considering the purchase of new mobile handsets – this has delivered 4000+ chats year to date with great positive feedback.

 

Klout Integration– A global first

We have successfully integrated Klout into our CrowdSupport community – providing the next wave of gamification and customer value exchange for our community members.

 

 

 

Telstra’s In:sight community, powered by Lithium, is an enterprise community delivering premium access to the latest business thinking, technology, trends and exclusive events. There are now 2000+ registered members and our account executives are connecting in digital communities complementing a traditional face to face or telephone relationship model.

 

Peer Support

In May 2014, we launched our Peer Support community, which enables our digital and telephone centre teams to connect and share their knowledge and experience. We have thousands of employees actively using the community. PeerSupport has enabled Telstra to connect the knowledge of our digital and telephone centres in a way the company has never previously achieved. Employees are able to find information faster and the collaborative nature is delivering informative and timely updates.

 

A step change in Customer Help & Support

Telstra re-platformed our entire Customer Help & Support onto Lithium in 2015. Customers are now able to seamlessly connect company authored content (i.e. the ‘official source’) with community generated content. Through the power of the community customer feedback drives the creation of high value content – to date we have received over 12,000 content recommendations from our customers. This provides a great balance for our customers across a wide array of the trust and adoption curve.

 

Digital Customer Care – Total visibility

On the back of a large-scale rollout of Lithium Social Web in May 2013 Telstra’s 24x7 Digital Customer Care Team have completely embraced the plethora of benefits LSW offers our customers and employees. With rapid onboarding, flexible working, easy access to help and support content, automation, total visibility and measurement– we are operating like a Swiss clock in the rapidly changing social media landscape.

 

Figure 1: The ‘proof points’ for offering a dedicated internal employee community

 

Figure 2: Growing our digital eco-system sees growth in the anchor tenants too

 

Lithium Social Web – the game changer

 

April 17, 2013 was the day Telstra launched Lithium Social Web (LSW) and transformed our customer’s service experience in social. The seamless workflow, simplistic user experience, social integration, prioritisation and immediacy saw expediential improvement to our customer’s digital service experience.

 

Pre-Lithium, Telstra manually tracked customer posts and replies via spreadsheets. This was, of course, not sustainable. A solution was needed to handle the immense growth of digital connections in social.

 

Adoption of the Lithium Social Web was the right solution.

 

Our digital customer care experienced has improved in six main areas:

 

Figure 3: The impact of Lithium Social Web on Telstra Digital Customer Care

 

LSW allows Telstra to provide authentic high quality customer service, create thriving digital communities and foster an internal self service culture.

 

What’s next?

 

We have made considerable progress on our digital journey – we must continue at pace as our customers’ expectations increase in a world gone digital.

 

At Telstra, we believe that in the next five years

 

  1. 5G will be standardised
  2. Networks will be optimised for traffic against specific services and media types
  3. Consumer devices will be dominant, but small devices for data sensing and processing will make up a significant percentage of mobile and Internet traffic.
  4. Telecom and other industries will be more platform shaped, with data becoming as important as products.
  5. The world will be faster, and more connected with a billion more participants in the global economy

 

For our digital eco-system and our communities we will continue at the pace our customers expect and we will deliver:

 

LinkedIn integration for business. Considering two new users join LinkedIn every second, it is central to the digital life of businesses, and we are implementing a system where users can login and register with Telstra through their LinkedIn profile.

 

Achieve a unified social ecosystem, integrating with the core enterprise social platform, to drive a self service culture.

 

Provide employees with the ability to access a greater repository of knowledge and address issues in real time.

 

In closing....

 

Telstra is over 100 years old and is now empowering customers and employees by democratising customer service through rich community peer to peer service.

 

We are increasing our investment in our digital service for customers through our multiyear Digital First program. This will give our customers even greater control of their accounts and services, technical appointments and support options

 

We are working to achieve an even more unified digital customer ecosystem through leveraging a wide range of Lithium’s products and services, as we continue our journey to deliver a brilliant connected future for our customers and Telstra.

 

 

Appendix: Telstra communities

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Vodafone New Zealand- Social ROI Tita...

By JaniceK

Company: Vodafone New Zealand Ltd 

Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager

Community: Vodafone Community (http://community.vodafone.co.nz)

Lithy category: Social ROI Titan

 

Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.

 

Our 2014 objectives

 

Growth to 20,000 members and to deflect more than 170,000 calls by resolving customer queries online. Both were exceeded with 21,000 members and 174,000 calls being deflected.

 

Our results

 

By working with Vodafone Group and Lithium, we implemented a formula to give us a proven dollar value to the Community activities. Using that formula, we can now show that the Community is worth more than NZ $3million to the business and that every member acquired is worth +NZ $2.50. It also helped to show that we exceeded our 2-year plan by more than $200k.

 

Additional business achievements

 

Additionally, we have been able to demonstrate additional business value through SEO – acquiring more organic visits to the Community as well as into the website; engagement – through measuring positive interactions, we’re able to show that customers interact more than seven more than previously – posts, kudos, tagging etc; brand value – by creating original content, we have increased our transparency to our customers by giving them direct access to product owners as well as external partners; and lastly by making Community the ‘gateway’ into self-help content and services we’re making it easier for customers to help themselves (and each other).


Company: Vodafone New Zealand Ltd 

Entry submitted by: Mike Hales (VF_MikeHales) Digital Content Manager

Community: Vodafone Community (http://community.vodafone.co.nz)

Lithy category: Social ROI Titan

 

Vodafone NZ has been New Zealand’s leading total telecommunications provider for nearly 20 years. It is a provider of mobile, fixed line telecommunication and television services over 4G, Fibre, cable and copper. It’s a key player in the wider New Zealand community through its Vodafone Foundation activities as well as sponsoring key music and sporting teams and events.

 

Our 2014 objectives

 

Growth to 20,000 members and to deflect more than 170,000 calls by resolving customer queries online. Both were exceeded with 21,000 members and 174,000 calls being deflected.

 

Our results

 

By working with Vodafone Group and Lithium, we implemented a formula to give us a proven dollar value to the Community activities. Using that formula, we can now show that the Community is worth more than NZ $3million to the business and that every member acquired is worth +NZ $2.50. It also helped to show that we exceeded our 2-year plan by more than $200k.

 

Additional business achievements

 

Additionally, we have been able to demonstrate additional business value through SEO – acquiring more organic visits to the Community as well as into the website; engagement – through measuring positive interactions, we’re able to show that customers interact more than seven more than previously – posts, kudos, tagging etc; brand value – by creating original content, we have increased our transparency to our customers by giving them direct access to product owners as well as external partners; and lastly by making Community the ‘gateway’ into self-help content and services we’re making it easier for customers to help themselves (and each other).

Status:
2015 Lithy Submission

Lithys 2015: Autodesk - Social ROI Titan

By JaniceK

Lithys 2015: Autodesk - Social ROI Titan

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2015 08:55 PM - edited ‎04-25-2015 09:01 PM

Company: Autodesk 

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Social ROI Titan

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Our 2014 objectives

 

Autodesk is undergoing a business transformation: the growth of the business and transformation to a cloud based service generates product support needs that must be met at scale. The multi-language Autodesk Community plays a significant role in the support strategy to ensure the availability of quality answers from expert members and in a timely fashion, for all customers, regardless of a paid service option.

 

Autodesk supports its customers in 3 major ways:

  • Self-help: Anyone can visit the Autodesk Knowledge Network, a repository of Autodesk-generated and carefully curated content, available to all customers, 24x7
  • Engage online in the Autodesk Community. The Accepted Solutions from the forums integrated with and automatically part of the Autodesk Knowledge Network
  • Contact us: Call / email /chat with a support representative, available only for some types of customers

 

In order to increase the value of the community for our customers and Autodesk, we had 3 goals in 2014, and were able to exceed our results for each:

 

  • Traffic - Increase visits to the forums by 25% vs. actual result: 34% increase
  • Quality content - Increase accepted solution rates by 10% vs. actual result: 13% increase
  • Initial response time- We had specific goals depending on the platform inquiry:

 



The Community has many benefits: it helps shape the image of the company, contributes to our customers decision to purchase certain products, informs the product development teams of possible issues or wishes for future release, etc. But the Autodesk Community is at the core a product support operation.

 

The community sits between the Autodesk Knowledge Network and the technical support agents as an online interactive platform. It quickly provides solutions to our customers, and deflects calls that would otherwise be addressed to Autodesk service representatives. They provide a one-to-one service that is difficult to scale. The average cost associated with a customer service or technical support representative, who interact over the phone is carefully monitored. It serves as a primary cost basis to estimate the scope of savings that Autodesk realizes.

 

Based on volume of visits from customers who could have called an agent, the success rate (result of an ongoing customer survey), we estimate the total call deflection value in 2014 to be in the millions of dollars.  Even more impressive is that we have been able to provide answers to over 10M customers per year, including students and educators that have free access to both our software, and to our community based support.

 

The Autodesk community is growing at an accelerated pace. In 2014:

  • We recorded growth in community membership of 30% in 2014 to pass 2 million registered members. It is the result of organic growth and an effort in SEO but no paid advertising. It grew by 22% in 2013 and 16% in 2012.
  • Community visits increased 34% to 27.3 million annually.
  • RSS feeds to the community grew by 471%.

Autodesk’s Expert Elites are the Super Fans and growing in importance. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.

 

The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.

 


Company: Autodesk 

Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community

Community: Autodesk Community (Forums.autodesk.com)

Lithy category: Social ROI Titan

 

Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.

 

Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.

 

Our 2014 objectives

 

Autodesk is undergoing a business transformation: the growth of the business and transformation to a cloud based service generates product support needs that must be met at scale. The multi-language Autodesk Community plays a significant role in the support strategy to ensure the availability of quality answers from expert members and in a timely fashion, for all customers, regardless of a paid service option.

 

Autodesk supports its customers in 3 major ways:

  • Self-help: Anyone can visit the Autodesk Knowledge Network, a repository of Autodesk-generated and carefully curated content, available to all customers, 24x7
  • Engage online in the Autodesk Community. The Accepted Solutions from the forums integrated with and automatically part of the Autodesk Knowledge Network
  • Contact us: Call / email /chat with a support representative, available only for some types of customers

 

In order to increase the value of the community for our customers and Autodesk, we had 3 goals in 2014, and were able to exceed our results for each:

 

  • Traffic - Increase visits to the forums by 25% vs. actual result: 34% increase
  • Quality content - Increase accepted solution rates by 10% vs. actual result: 13% increase
  • Initial response time- We had specific goals depending on the platform inquiry:

 



The Community has many benefits: it helps shape the image of the company, contributes to our customers decision to purchase certain products, informs the product development teams of possible issues or wishes for future release, etc. But the Autodesk Community is at the core a product support operation.

 

The community sits between the Autodesk Knowledge Network and the technical support agents as an online interactive platform. It quickly provides solutions to our customers, and deflects calls that would otherwise be addressed to Autodesk service representatives. They provide a one-to-one service that is difficult to scale. The average cost associated with a customer service or technical support representative, who interact over the phone is carefully monitored. It serves as a primary cost basis to estimate the scope of savings that Autodesk realizes.

 

Based on volume of visits from customers who could have called an agent, the success rate (result of an ongoing customer survey), we estimate the total call deflection value in 2014 to be in the millions of dollars.  Even more impressive is that we have been able to provide answers to over 10M customers per year, including students and educators that have free access to both our software, and to our community based support.

 

The Autodesk community is growing at an accelerated pace. In 2014:

  • We recorded growth in community membership of 30% in 2014 to pass 2 million registered members. It is the result of organic growth and an effort in SEO but no paid advertising. It grew by 22% in 2013 and 16% in 2012.
  • Community visits increased 34% to 27.3 million annually.
  • RSS feeds to the community grew by 471%.

Autodesk’s Expert Elites are the Super Fans and growing in importance. The Autodesk Expert Elite program was created to recognize customers around the world who have contributed a significant amount of time, knowledge, and assistance to fellow customers.  These people have demonstrated a strong sense of leadership and use an engaging style of collaboration that contributes to a healthy and valuable customer community. The program now has over 200 members representing 23 different countries. They have delivered 7,000 accepted solutions, received 17,000 kudos and posted 60,000 replies.

 

The unique aspect about the Expert Elite program is that it doesn’t stop at community; it is the concept of Total Community. The program not only values a user’s contribution within the community, but outside of it as well. Autodesk looks at the contributions people are making on personal blogs and other social channels, as well as at offline events such as training seminars, to really see the conversations happen full circle.

 

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