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:
2016 Lithy Submission

Lithys 2016: SmartBear - Support Savings MVP

By JaniceK

Lithys 2016: SmartBear - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎03-31-2016 04:19 PM - last edited on ‎05-03-2016 08:46 AM by Moderator Moderator

Untitled1.pngCompany: SmartBear


Entry submitted by: Tatyana Gorbunova (Community Manager)

Community: SmartBear Community 

Lithy category: Support Savings MVP

 

As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.

 

The SmartBear Community provides 24/7 assistance for all product users. In addition, the Customer Care Team helps our customers resolve technical issues during normal business hours. Decreasing the load on our Support Team was one of the important tasks for 2015.

 

People should go to the Community first

In 2015, we were concentrating on increasing the number of questions asked in the Community. For this, we launched different community programs oriented towards increasing the community visibility and boosting the activity of current community members.

 

We allocated one community manager who worked with community members, launched different community programs oriented towards new and existing community members.

 

To decrease the number of support cases, we have implemented the pre-submission search on the Contact Support form. When a customer submits a case, we show community topics where a similar question has already been discussed. Answering one specific question in the Community often means answering the same question for dozens of people.

 

The results of this implementation were great – many people went to the Community instead of contacting the Support Team.

 

Involve different teams into discussions

As a rule, different teams don’t have time to read all community questions. However, we had a community manager who could refer an interesting question to a certain developer, QA engineer, technical writer, etc. They would find an answer faster when given a specific question and not having to review all community questions. Involving employees in the community brings great quality to practically all community discussions.

 

In addition, community members see that they can talk to developers of the product they use. They like it and often return to them to ask other interesting questions or provide some valuable feedback.

 

Case Deflection Increase

Working on all of our initiatives helped us increase the number of deflected support cases (cases that would normally go to the Support Team, but were resolved in the Community). Last year, we doubled those metrics – at the end of 2015, we had 12% of deflected cases in comparison with 6.8% of deflected cases at the beginning of the same year.

 

Untitled2.png

 


Untitled1.pngCompany: SmartBear


Entry submitted by: Tatyana Gorbunova (Community Manager)

Community: SmartBear Community 

Lithy category: Support Savings MVP

 

As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.

 

The SmartBear Community provides 24/7 assistance for all product users. In addition, the Customer Care Team helps our customers resolve technical issues during normal business hours. Decreasing the load on our Support Team was one of the important tasks for 2015.

 

People should go to the Community first

In 2015, we were concentrating on increasing the number of questions asked in the Community. For this, we launched different community programs oriented towards increasing the community visibility and boosting the activity of current community members.

 

We allocated one community manager who worked with community members, launched different community programs oriented towards new and existing community members.

 

To decrease the number of support cases, we have implemented the pre-submission search on the Contact Support form. When a customer submits a case, we show community topics where a similar question has already been discussed. Answering one specific question in the Community often means answering the same question for dozens of people.

 

The results of this implementation were great – many people went to the Community instead of contacting the Support Team.

 

Involve different teams into discussions

As a rule, different teams don’t have time to read all community questions. However, we had a community manager who could refer an interesting question to a certain developer, QA engineer, technical writer, etc. They would find an answer faster when given a specific question and not having to review all community questions. Involving employees in the community brings great quality to practically all community discussions.

 

In addition, community members see that they can talk to developers of the product they use. They like it and often return to them to ask other interesting questions or provide some valuable feedback.

 

Case Deflection Increase

Working on all of our initiatives helped us increase the number of deflected support cases (cases that would normally go to the Support Team, but were resolved in the Community). Last year, we doubled those metrics – at the end of 2015, we had 12% of deflected cases in comparison with 6.8% of deflected cases at the beginning of the same year.

 

Untitled2.png

 

Status:
2016 Lithy Submission

Lithys 2016: SmartBear - Community Design of the Y...

By JaniceK

Lithys 2016: SmartBear - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎03-31-2016 04:23 PM - last edited on ‎05-03-2016 08:46 AM by Moderator Moderator

Untitled1.pngCompany: SmartBear


Entry submitted by: Tatyana Gorbunova (Community Manager)

Community: SmartBear Community 

Lithy category:  Community Design of the Year

 

As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.

 

In February 2015, we launched http://community.smartbear.com on the Lithium engine. By that time, we had forums for different products. They had their own design, gamification features, etc. It was a big challenge for us to unite all forums on one Lithium engine – we didn’t want to reduce the features we had on our old forums. In addition to this, we wanted to add more modern features provided by Lithium.

 

 

One of the main requirements was related to the community design – we wanted to see a branded community. Our designers worked hard on every image we added to the Community pages. In addition to modern design, we wanted to have more than just forums in the Community. Now, the SmartBear Community includes forums, feature request areas, Community Matters Blog, SmartBear Developer Network, Customer Advisory Board, different user groups and much more.

 

Here is the Community home page:

 

SmartBear Home Page.png

 

We regularly analyze community metrics, and they prove the success of our new Community. We achieved the 500% growth of visits to our Community by the end of 2015! We expect to see this trend in 2016 as we put much effort into the SmartBear Community.

 

Metrics

YoY Growth,%

CHI

+18%

New Topics

+58%

#Solutions

+240%

#Kudos

+280%

Visits

+500%


Untitled1.pngCompany: SmartBear


Entry submitted by: Tatyana Gorbunova (Community Manager)

Community: SmartBear Community 

Lithy category:  Community Design of the Year

 

As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.

 

In February 2015, we launched http://community.smartbear.com on the Lithium engine. By that time, we had forums for different products. They had their own design, gamification features, etc. It was a big challenge for us to unite all forums on one Lithium engine – we didn’t want to reduce the features we had on our old forums. In addition to this, we wanted to add more modern features provided by Lithium.

 

 

One of the main requirements was related to the community design – we wanted to see a branded community. Our designers worked hard on every image we added to the Community pages. In addition to modern design, we wanted to have more than just forums in the Community. Now, the SmartBear Community includes forums, feature request areas, Community Matters Blog, SmartBear Developer Network, Customer Advisory Board, different user groups and much more.

 

Here is the Community home page:

 

SmartBear Home Page.png

 

We regularly analyze community metrics, and they prove the success of our new Community. We achieved the 500% growth of visits to our Community by the end of 2015! We expect to see this trend in 2016 as we put much effort into the SmartBear Community.

 

Metrics

YoY Growth,%

CHI

+18%

New Topics

+58%

#Solutions

+240%

#Kudos

+280%

Visits

+500%

Status:
2016 Lithy Submission

Lithys 2016: MicroStrategy - Excellence in Custome...

By JaniceK

Lithys 2016: MicroStrategy - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 11:15 AM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled.pngCompany: MicroStrategy

Entry submitted by: Daphne Tan (Market Engagement Manager)

Community: MicroStrategy Community

Lithy Category: Excellence in Customer Satisfaction

 

MicroStrategy provides business intelligence solutions by empowering organizations to make sense of large data volumes, get answers to their toughest business questions, and build beautiful data visualizations.

 

Our customer satisfaction initiatives 

 

MicroStrategy provides business intelligence solutions by empowering organizations to make sense of large data volumes, get answers to their toughest business questions, and build beautiful data visualizations. Our community offers users, partners, and customers a platform for peer-to-peer support at any time across the globe. In 2014, we only had about 300 active users. Today with our Lithium-powered community, we have about 17,000 active users and 63,000 registrants.

 

feds.png

 

At the end of 2014, we had just transitioned from our forums to the Lithium. Our challenge in 2015 was to make the community one of the channels through which our customers felt connected and supported. Prior to our transition to Lithium, our forums lacked ease of use and did not facilitate conversation or collaboration. We did not know how vast the MicroStrategy user network was or could be.

 

Additionally, our tech support staff was overwhelmed, not having enough hands or minutes in the day to troubleshoot the same basic questions over and over. Time and energy was not going to the cases and questions that mattered and there needed to be better management of tech support resources. We wanted to make our technical notes and solutions searchable, so that any user could google something and find his/her answer right away.  

 

Within the overarching goal of facilitating a greater customer care were underlying objectives of gaining user trust and developing a stronger online presence. We hoped the community would better resonate with our customers than the forums did and offer them a space for industry connections to form. Anything that could offer users and customers a sign of life or suggest potential engagement was a clear need.  

 

Ultimately, we wanted to make 2015 the year of the customer: we wanted our customer service to keep pace with our most dynamic product release that became generally available that summer.  

 

Improving technical customer support & reducing support costs

 

In particular, we wanted to improve technical customer support and reduce support costs through the community. Improving upon technical customer support by transforming the online customer experience would ultimately reinforce Microstrategy's engagement strategy across the organization.

 

Every community post and response became a touchpoint for us, making our organization ever more personable and approachable. For an enterprise technology organization as large as ours, it is crucial to ensure that users know that on the other side of the community, MicroStrategy indeed is listening. The community reoriented our customer service methods by giving us an opportunity to leverage social listening.

 

re2.png

 

By partnering with Lithium, we were able to launch a vibrant community that improved responsiveness and support costs through increased user engagement. Support now operates at a much larger scale.


MicroStrategy’s use of the community began and continues to be about meeting the needs of customers. We place the community on the forefront, prioritizing it as a channel through which customers can vocalize their thoughts and needs. Every single MicroStrategy customer uses our community. With the help of Lithium, we are able to bring the online and offline interactions with MicroStrategy into one seamless experience and change the way others view our customer care organization.

 

Our metrics

 

Lithium’s data-driven approach to community through Value Analytics allows us to measure the results of our community implementation and the overall impact it has had on our business. The survey pop-up gave us an opportunity and mechanism to measure customer satisfaction (CSAT) and call deflection.

 

Our indirect call deflection satisfaction data shows that 61% are satisfied or very satisfied with their overall experience on our community. 85% of those visiting our community are seeking information, 72% of them actually find what they’re looking for, and 23% are likely to contact MicroStrategy if their question wasn’t answered through the community.

 

Our Value Analytics data further shows a 15% increase in case deflections since we rolled out our community, proving that our community helps reduce the volume of customer cases. To calculate case deflection, we created our own formula where we use accepted solutions and a factor of solution views. This has enabled us to show our executives the value from the support side of our community.


At our annual conference in Miami, we’ve been able to get a better sense of where the community stands among our users. We brought together a number of our community superusers physically in the same location for the first time ever. All in all, users are satisfied and more well-connected with MicroStrategy with Lithium’s platform and incorporation of gamification. They feel more valued and connected with not just MicroStrategy, but one another.

 


Untitled.pngCompany: MicroStrategy

Entry submitted by: Daphne Tan (Market Engagement Manager)

Community: MicroStrategy Community

Lithy Category: Excellence in Customer Satisfaction

 

MicroStrategy provides business intelligence solutions by empowering organizations to make sense of large data volumes, get answers to their toughest business questions, and build beautiful data visualizations.

 

Our customer satisfaction initiatives 

 

MicroStrategy provides business intelligence solutions by empowering organizations to make sense of large data volumes, get answers to their toughest business questions, and build beautiful data visualizations. Our community offers users, partners, and customers a platform for peer-to-peer support at any time across the globe. In 2014, we only had about 300 active users. Today with our Lithium-powered community, we have about 17,000 active users and 63,000 registrants.

 

feds.png

 

At the end of 2014, we had just transitioned from our forums to the Lithium. Our challenge in 2015 was to make the community one of the channels through which our customers felt connected and supported. Prior to our transition to Lithium, our forums lacked ease of use and did not facilitate conversation or collaboration. We did not know how vast the MicroStrategy user network was or could be.

 

Additionally, our tech support staff was overwhelmed, not having enough hands or minutes in the day to troubleshoot the same basic questions over and over. Time and energy was not going to the cases and questions that mattered and there needed to be better management of tech support resources. We wanted to make our technical notes and solutions searchable, so that any user could google something and find his/her answer right away.  

 

Within the overarching goal of facilitating a greater customer care were underlying objectives of gaining user trust and developing a stronger online presence. We hoped the community would better resonate with our customers than the forums did and offer them a space for industry connections to form. Anything that could offer users and customers a sign of life or suggest potential engagement was a clear need.  

 

Ultimately, we wanted to make 2015 the year of the customer: we wanted our customer service to keep pace with our most dynamic product release that became generally available that summer.  

 

Improving technical customer support & reducing support costs

 

In particular, we wanted to improve technical customer support and reduce support costs through the community. Improving upon technical customer support by transforming the online customer experience would ultimately reinforce Microstrategy's engagement strategy across the organization.

 

Every community post and response became a touchpoint for us, making our organization ever more personable and approachable. For an enterprise technology organization as large as ours, it is crucial to ensure that users know that on the other side of the community, MicroStrategy indeed is listening. The community reoriented our customer service methods by giving us an opportunity to leverage social listening.

 

re2.png

 

By partnering with Lithium, we were able to launch a vibrant community that improved responsiveness and support costs through increased user engagement. Support now operates at a much larger scale.


MicroStrategy’s use of the community began and continues to be about meeting the needs of customers. We place the community on the forefront, prioritizing it as a channel through which customers can vocalize their thoughts and needs. Every single MicroStrategy customer uses our community. With the help of Lithium, we are able to bring the online and offline interactions with MicroStrategy into one seamless experience and change the way others view our customer care organization.

 

Our metrics

 

Lithium’s data-driven approach to community through Value Analytics allows us to measure the results of our community implementation and the overall impact it has had on our business. The survey pop-up gave us an opportunity and mechanism to measure customer satisfaction (CSAT) and call deflection.

 

Our indirect call deflection satisfaction data shows that 61% are satisfied or very satisfied with their overall experience on our community. 85% of those visiting our community are seeking information, 72% of them actually find what they’re looking for, and 23% are likely to contact MicroStrategy if their question wasn’t answered through the community.

 

Our Value Analytics data further shows a 15% increase in case deflections since we rolled out our community, proving that our community helps reduce the volume of customer cases. To calculate case deflection, we created our own formula where we use accepted solutions and a factor of solution views. This has enabled us to show our executives the value from the support side of our community.


At our annual conference in Miami, we’ve been able to get a better sense of where the community stands among our users. We brought together a number of our community superusers physically in the same location for the first time ever. All in all, users are satisfied and more well-connected with MicroStrategy with Lithium’s platform and incorporation of gamification. They feel more valued and connected with not just MicroStrategy, but one another.

 

Status:
2016 Lithy Submission

Lithys 2016: Upwork - Total Community All Star

By JaniceK

Lithys 2016: Upwork - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-01-2016 08:02 PM - last edited on ‎05-03-2016 08:46 AM by Moderator Moderator

Untitled38.pngCompany: Upwork


Entry submitted by: Garnor Morantes  (Director)

Community:  Upwork Community

Lithy category:  Total Community All Star

 

Upwork is an online global talent pool that connects professional freelancers with quality clients. We are the world’s largest talent marketplace with an annual run rate of over $1B+ in freelancer earnings. We have 4M clients and over 10M freelancers who have registered, with approximately 30,000 new freelancer registrations per week.

 

Our clients and freelancers are distributed globally. Our largest client regions are the US, UK, Canada, and Australia. Our largest freelancer regions are US, South East Asia (India, Pakistan, Philippines) and Ukraine.

 

What Total Community means at Upwork

 

Filling a void in the future of work

Our community platform is a mechanism for users to connect with each other and with the Upwork brand in ways that contribute to their professional and work-oriented marketplace experience. The forums are used to foster the learning, social and collaborative relationships that are otherwise difficult to come by for freelancers and clients who often work in solitary workspaces.

 

Giving the brand a Voice

The community also serves as a communication mechanism for the Upwork brand, allowing us to notify and position key product, policy, feature and other changes to a large customer audience. Through our forums and other community channels, we highlight tips, best practices and help content, thereby aiding in case deflection for our customer support teams.

 

Knowing our customers

As a business, Upwork has a unified digital strategy built on Lithium technologies to monitor, gather and report on customer activity. Through LSW and the Lithium community (LSI), we use these channels to identify:

  • Site performance and incidents
  • Feature usage and reaction
  • Customer sentiment

 

These insights are then delivered directly to product and business owners and shared with the entire organization in a formal report each week. With this unified approach the organization is closely aligned with customer needs and sentiment and we are rarely, if ever, surprised by customer response.

 

More about our Community and how it’s evolved

 

In 2014, we hosted two separate community forums, one each for the Elance and oDesk marketplaces. These forums were hosted on Drupal, and resulted in a combined page view total of ~1.3 million/ year. In November 2014 we launched our Lithium Community for oDesk and migrated over those users and approximately 12 months of historic content.

 

Within the first 6 months of our Lithium Community, we had surpassed 1.5 million page views and now regularly exceed that number on a quarterly basis.

 

Untitled39.png

 

 

Performance Results of Our Total Community:

  • Since launch, we’ve consistently maintained a CHI score of 700+ and now reach around 1.5 million page views, each quarter!
  • Consumption is trending higher every month. Users are clicking around the site more with an average of 6 page views per visit.
  • Registrations are continually trending upwards with roughly 1000 new registrations a week.
  • SEO is working very well with the majority of the traffic (83%) coming from Google.
  • We are Best In Class for consumption and join rates.  

 

Untitled40.png

 

Expanding our Total Community - What’s Next?

 

The Upwork Community has done well to bring our company closer to its customers and to enable members to fill a void that many of us who work in a traditional work environment take for granted. Our high engagement metrics prove this.

 

We’ve also become a reliable source for information and other resources that can contribute to success on the Upwork marketplace. According to our latest Value Analytics survey, users are coming to the community for answers and find our Community to be a reliable source of customer information and support.

 

An increased focus on Community Support

To further our progression as a resource for customer support, we recently redesigned our community with a focus on ways to help with case deflection and assist new users in finding the information they need. We changed the way our search worked and provided a convenient call to action so users would know to post their questions right from the search bar. We’ve also added more descriptive text and an introduction video that gives a tutorial style walk-thru for new users to navigate the community. With the new redesign and optimization we aim to achieve the following:   

  • Case deflection of Customer Support tickets;
  • Increased CHI;
  • Organized content to improve the user experience.

 

Launching LSW

 

An important step in our connection with our Social and Support teams was the launch of LSW. LSW went live at Upwork on February 2, 2016 and has helped our teams to be better equipped when addressing user concerns. Through LSW’s capabilities our teams have been able to seamlessly engage with our users, escalate communications to other teams, and respond to user's posts, questions and requests better than before.

 

LSW has helped in the following areas:

  • Time to reply (avg. 3 mins faster): Because our teams can manage all activity from one location and leverage macros, bulk responses, etc. they are able to respond faster on social and in the community. The Lithium App also allows our CS agents to access tickets/messages through their mobile devices, which helps them stay informed/reactive when an urgent case comes in outside of their work hours.
  • Queue management: Posts are flagged and deposited into appropriate queues, based on “@” mentions and other keywords. As a result, the teams are able to assign areas to specific personnel.  Tags help our agents ensure that more urgent issues take precedence over others in case of a backlog. The queue and priority system makes it easy to ensure everyone's taking care of priority posts first and nothing gets missed.
  • Visibility: Because of the cross-functional dashboards and supervisor views our community, social and CS teams can see activity across channels, allowing us to collaborate more intuitively.  For example, outages and other incident activity have been identified via email ahead of our Engineering teams allowing us to use LSW to help with incident alerting and management.
  • Tracking/User management: Agents can add user notes and are quickly able to identify a user’s social influence (followers) and social history (past posts/tweets). The customer conversion history and internal notes make both internal coordination and customer responses easier and better. Agents can tag customers (VIP, problem customer, Upwork employee/associate, etc.), store customer information (UIDs, contact info) and make internal notes to build a collective knowledge base. This allows us to readily handle inquiries, giving each agent a full perspective of who that customer is.

 


Untitled38.pngCompany: Upwork


Entry submitted by: Garnor Morantes  (Director)

Community:  Upwork Community

Lithy category:  Total Community All Star

 

Upwork is an online global talent pool that connects professional freelancers with quality clients. We are the world’s largest talent marketplace with an annual run rate of over $1B+ in freelancer earnings. We have 4M clients and over 10M freelancers who have registered, with approximately 30,000 new freelancer registrations per week.

 

Our clients and freelancers are distributed globally. Our largest client regions are the US, UK, Canada, and Australia. Our largest freelancer regions are US, South East Asia (India, Pakistan, Philippines) and Ukraine.

 

What Total Community means at Upwork

 

Filling a void in the future of work

Our community platform is a mechanism for users to connect with each other and with the Upwork brand in ways that contribute to their professional and work-oriented marketplace experience. The forums are used to foster the learning, social and collaborative relationships that are otherwise difficult to come by for freelancers and clients who often work in solitary workspaces.

 

Giving the brand a Voice

The community also serves as a communication mechanism for the Upwork brand, allowing us to notify and position key product, policy, feature and other changes to a large customer audience. Through our forums and other community channels, we highlight tips, best practices and help content, thereby aiding in case deflection for our customer support teams.

 

Knowing our customers

As a business, Upwork has a unified digital strategy built on Lithium technologies to monitor, gather and report on customer activity. Through LSW and the Lithium community (LSI), we use these channels to identify:

  • Site performance and incidents
  • Feature usage and reaction
  • Customer sentiment

 

These insights are then delivered directly to product and business owners and shared with the entire organization in a formal report each week. With this unified approach the organization is closely aligned with customer needs and sentiment and we are rarely, if ever, surprised by customer response.

 

More about our Community and how it’s evolved

 

In 2014, we hosted two separate community forums, one each for the Elance and oDesk marketplaces. These forums were hosted on Drupal, and resulted in a combined page view total of ~1.3 million/ year. In November 2014 we launched our Lithium Community for oDesk and migrated over those users and approximately 12 months of historic content.

 

Within the first 6 months of our Lithium Community, we had surpassed 1.5 million page views and now regularly exceed that number on a quarterly basis.

 

Untitled39.png

 

 

Performance Results of Our Total Community:

  • Since launch, we’ve consistently maintained a CHI score of 700+ and now reach around 1.5 million page views, each quarter!
  • Consumption is trending higher every month. Users are clicking around the site more with an average of 6 page views per visit.
  • Registrations are continually trending upwards with roughly 1000 new registrations a week.
  • SEO is working very well with the majority of the traffic (83%) coming from Google.
  • We are Best In Class for consumption and join rates.  

 

Untitled40.png

 

Expanding our Total Community - What’s Next?

 

The Upwork Community has done well to bring our company closer to its customers and to enable members to fill a void that many of us who work in a traditional work environment take for granted. Our high engagement metrics prove this.

 

We’ve also become a reliable source for information and other resources that can contribute to success on the Upwork marketplace. According to our latest Value Analytics survey, users are coming to the community for answers and find our Community to be a reliable source of customer information and support.

 

An increased focus on Community Support

To further our progression as a resource for customer support, we recently redesigned our community with a focus on ways to help with case deflection and assist new users in finding the information they need. We changed the way our search worked and provided a convenient call to action so users would know to post their questions right from the search bar. We’ve also added more descriptive text and an introduction video that gives a tutorial style walk-thru for new users to navigate the community. With the new redesign and optimization we aim to achieve the following:   

  • Case deflection of Customer Support tickets;
  • Increased CHI;
  • Organized content to improve the user experience.

 

Launching LSW

 

An important step in our connection with our Social and Support teams was the launch of LSW. LSW went live at Upwork on February 2, 2016 and has helped our teams to be better equipped when addressing user concerns. Through LSW’s capabilities our teams have been able to seamlessly engage with our users, escalate communications to other teams, and respond to user's posts, questions and requests better than before.

 

LSW has helped in the following areas:

  • Time to reply (avg. 3 mins faster): Because our teams can manage all activity from one location and leverage macros, bulk responses, etc. they are able to respond faster on social and in the community. The Lithium App also allows our CS agents to access tickets/messages through their mobile devices, which helps them stay informed/reactive when an urgent case comes in outside of their work hours.
  • Queue management: Posts are flagged and deposited into appropriate queues, based on “@” mentions and other keywords. As a result, the teams are able to assign areas to specific personnel.  Tags help our agents ensure that more urgent issues take precedence over others in case of a backlog. The queue and priority system makes it easy to ensure everyone's taking care of priority posts first and nothing gets missed.
  • Visibility: Because of the cross-functional dashboards and supervisor views our community, social and CS teams can see activity across channels, allowing us to collaborate more intuitively.  For example, outages and other incident activity have been identified via email ahead of our Engineering teams allowing us to use LSW to help with incident alerting and management.
  • Tracking/User management: Agents can add user notes and are quickly able to identify a user’s social influence (followers) and social history (past posts/tweets). The customer conversion history and internal notes make both internal coordination and customer responses easier and better. Agents can tag customers (VIP, problem customer, Upwork employee/associate, etc.), store customer information (UIDs, contact info) and make internal notes to build a collective knowledge base. This allows us to readily handle inquiries, giving each agent a full perspective of who that customer is.

 

Status:
2016 Lithy Submission

Lithys 2016: USAA - Social ROI Titan

By JaniceK

Lithys 2016: USAA - Social ROI Titan

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-12-2016 11:46 PM - last edited on ‎05-03-2016 08:40 AM by Moderator Moderator

usaa_0.pngCompany: USAA

Entry submitted by:  Bill Gerth (Director, Social Business)

Community: USAA Community

Lithy category:  Social ROI Titan

 

Organizational Background and Social ROI Goals


USAA provides its membership access to competitive products, award-winning customer service and the tools and advice they need to make critical life decisions. As a financial services organization that has served generations of military families we know the importance of excellence in customer service. In 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles, they laid the foundation for an organization that became one of the only fully integrated financial services organizations in America serving millions of members.

 

USAA acknowledges that social media is an important member service channel. In 2015 our Board of Directors required an end of year deliverable of the establishment of a social survey channel to measure the effectiveness of social customer care. The focal point of social customer care for our membership is the discovery of their immediate needs into full resolution with superior customer care. Our members want support through their social channel of choice and USAA is committed to extending customer care on our managed and owned social properties. USAA required business solutions which set the gold standard for member handling in social channels, facilitated dialogue management and meet the unique requirements of business units in the financial services, insurance and communications industries.

 

USAA’s 2015 social customer care and social business goals were to; establish a social customer care survey (2015 Board of Directors Deliverable), expand social customer care and social business strategies to managed and owned social properties, reduce social engagement SLA by 10%, reduce social acknowledgement time by a minimum of 15%, reduce cost of enterprise social customer care internal documentation by 25%, reduce cost for customer care from social channels to internal CRM processes, validate member community engagement and product acquisition metrics.

 

ROI from Social Customer Care, Social Business Initiatives

In 2015 our partnership with Lithium and Enterprise Business Partners USAA was able to:

  • Implemented a Social Servicing Experience Survey to measure and improve overall effectiveness of the channel, response rate at 15% (2015 USAA Board of Directors Deliverable used to determine overall corporate effectiveness score).
  • Establish an enterprise social customer care SLA <30 minutes
  • Reduced social acknowledgement time by 20%, 5% over goal
  • Reduced social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95%
  • Eliminate internal email as a method for routing member inquiries to experts
  • 5 FTE savings through LSW Social Handle USAA CRM Member Match technology
  • Validate Member Community engagement, eligibility and product completion metrics

 

USAA knows that online identification processes were disconnected from a member’s true identity, and dissimilar to our internal CRM systems. LSW integration with our systems provides us a 'single member profile’. This ‘single member profile’ allows USAA to associate social insights with known member information and deliver the gold standard for social customer care.

 

hgbf.png

 

Our members expect flawless interactions, regardless of the service channel, with personalized service. Our return on investment is a 95% reduction in time on task for multiple business processes and 2.5 FTE savings. USAA is effectively and efficiently recognizing our member’s preference for engagement through social media. With LSW USAA has an enterprise solution which integrates our managed properties like Facebook and Twitter with our Member Community; powered by the Lithium Community Platform. The USAA Member Community has over 300K members; this owned social property is an integral part of our social business strategy to maintain superior customer care in a member’s social channel of choice. USAA Member Community has hosted over 8M unique visits with 22% Eligibility Application Completion and 55.8% Product Application Completion Rates.


usaa_0.pngCompany: USAA

Entry submitted by:  Bill Gerth (Director, Social Business)

Community: USAA Community

Lithy category:  Social ROI Titan

 

Organizational Background and Social ROI Goals


USAA provides its membership access to competitive products, award-winning customer service and the tools and advice they need to make critical life decisions. As a financial services organization that has served generations of military families we know the importance of excellence in customer service. In 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles, they laid the foundation for an organization that became one of the only fully integrated financial services organizations in America serving millions of members.

 

USAA acknowledges that social media is an important member service channel. In 2015 our Board of Directors required an end of year deliverable of the establishment of a social survey channel to measure the effectiveness of social customer care. The focal point of social customer care for our membership is the discovery of their immediate needs into full resolution with superior customer care. Our members want support through their social channel of choice and USAA is committed to extending customer care on our managed and owned social properties. USAA required business solutions which set the gold standard for member handling in social channels, facilitated dialogue management and meet the unique requirements of business units in the financial services, insurance and communications industries.

 

USAA’s 2015 social customer care and social business goals were to; establish a social customer care survey (2015 Board of Directors Deliverable), expand social customer care and social business strategies to managed and owned social properties, reduce social engagement SLA by 10%, reduce social acknowledgement time by a minimum of 15%, reduce cost of enterprise social customer care internal documentation by 25%, reduce cost for customer care from social channels to internal CRM processes, validate member community engagement and product acquisition metrics.

 

ROI from Social Customer Care, Social Business Initiatives

In 2015 our partnership with Lithium and Enterprise Business Partners USAA was able to:

  • Implemented a Social Servicing Experience Survey to measure and improve overall effectiveness of the channel, response rate at 15% (2015 USAA Board of Directors Deliverable used to determine overall corporate effectiveness score).
  • Establish an enterprise social customer care SLA <30 minutes
  • Reduced social acknowledgement time by 20%, 5% over goal
  • Reduced social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95%
  • Eliminate internal email as a method for routing member inquiries to experts
  • 5 FTE savings through LSW Social Handle USAA CRM Member Match technology
  • Validate Member Community engagement, eligibility and product completion metrics

 

USAA knows that online identification processes were disconnected from a member’s true identity, and dissimilar to our internal CRM systems. LSW integration with our systems provides us a 'single member profile’. This ‘single member profile’ allows USAA to associate social insights with known member information and deliver the gold standard for social customer care.

 

hgbf.png

 

Our members expect flawless interactions, regardless of the service channel, with personalized service. Our return on investment is a 95% reduction in time on task for multiple business processes and 2.5 FTE savings. USAA is effectively and efficiently recognizing our member’s preference for engagement through social media. With LSW USAA has an enterprise solution which integrates our managed properties like Facebook and Twitter with our Member Community; powered by the Lithium Community Platform. The USAA Member Community has over 300K members; this owned social property is an integral part of our social business strategy to maintain superior customer care in a member’s social channel of choice. USAA Member Community has hosted over 8M unique visits with 22% Eligibility Application Completion and 55.8% Product Application Completion Rates.

Status:
2016 Lithy Submission

Lithys 2016: dtac - Social ROI Titan

By JaniceK

Lithys 2016: dtac - Social ROI Titan

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 12:32 PM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled39.pngCompany: Total Access Communication PLC

Entry submitted by: Manida Thiensiripipat (AVP Online Strategy & Analytics)

Community: dtac Online Community

Lithy Category: Social ROI Titan

 

Total Access Communication Public Company Limited, commonly known as dtac, was established in 1989. It is the second largest mobile operator in Thailand. Telenor became a shareholder of dtac in 2001. dtac was listed on the Stock Exchange of Thailand (the SET) on 22 June 2007 and became the only Thai company listed on both the Singapore Stock Exchange and the SET.

 

Our 2015 goals for Lithium-powered community implementation

 

We launched dtac online community in December 2014, so in 2015 our goals were to prove that having dtac online community can long-term gains and cost savings on service as documented in dtac business case (for budget approval for Lithium platform).

 

Our focus areas and tactics to meet our goals

 

Our primary focus were to ensure best user-journey and to increase members, super fans, engagement, useful content & solutions, and everything should be measureable.

 

Untitled40.png

Session comparison between C (community users) VS Not C who convert on online store.

 

Untitled41.png

Average Order Value comparison between C (Community Users) VS Not Community Users

 

One important tactics was analytics. We tracked user journey across platforms from online community to online store and vice versa. Moreover we created three segments between community users who convert, non-community users who convert, and all users who convert. We were able to prove conversation and content in community influenced purchase decisions of our customers resulting in transactions.

 

Moreover, we tracked average order value of community users and we found that they had an average order value (AOV) that was 60% higher than average.

 

Untitled42.png

(Translation: User “balke” asked “I just used internet for 15 days but now internet speed is throttled – can you help me solve this problem? I have to use internet for my work”

User “book2001” a soon-to-be-super-users replied: “I’d like to suggest you to use Super Non Stop package –you’ll get 10GB at only 499 baht here is the link (url) I’m sure you won’t be disappointed. Moreover, if you don’t use it all up, you can save it for your next month usage)

 

Another tactic was when we cultivated super users and “dtac buddy” (volunteer employee) to build initial hype, solutions, and content. We educated and motivated them to embed links from dtac website and/or TKB when reply to posts. Some of these links led into online conversions (as shown in above screenshot).

 

Last tactic was convincing internal organization to utilize community on R&D before or during or after the products/service launch. So in the long run, we will get a more complete 360-degree view of customer database. Moreover these members became user and product promoter because they were involved in the product.

 

For example, we invited 10 super fans to beta test an internal application before launch in a private room in the community. We received many suggestions.

 

 

Our metrics

 

  1. Community influenced online purchase conversion worth = 47,705,323 baht ($1,357,009 USD)
  2. Average Order Value (AOV) of community users = 60% higher than average
  3. Cost savings on Service Calls = 14,262,800 baht ($405,719 USD). Through intense focus on increasing TKB and accepted solutions, we were able to save costs on service calls in 2015 (exceeding savings in business case). Our measurement was based on 30% of TKB views plus 100% of accepted solution plus 30% of accepted solutions views/cost per call.
  4. Feedback & suggestions from customers = more than 6,000 piece of feedback

 

(view in My Videos)


Untitled39.pngCompany: Total Access Communication PLC

Entry submitted by: Manida Thiensiripipat (AVP Online Strategy & Analytics)

Community: dtac Online Community

Lithy Category: Social ROI Titan

 

Total Access Communication Public Company Limited, commonly known as dtac, was established in 1989. It is the second largest mobile operator in Thailand. Telenor became a shareholder of dtac in 2001. dtac was listed on the Stock Exchange of Thailand (the SET) on 22 June 2007 and became the only Thai company listed on both the Singapore Stock Exchange and the SET.

 

Our 2015 goals for Lithium-powered community implementation

 

We launched dtac online community in December 2014, so in 2015 our goals were to prove that having dtac online community can long-term gains and cost savings on service as documented in dtac business case (for budget approval for Lithium platform).

 

Our focus areas and tactics to meet our goals

 

Our primary focus were to ensure best user-journey and to increase members, super fans, engagement, useful content & solutions, and everything should be measureable.

 

Untitled40.png

Session comparison between C (community users) VS Not C who convert on online store.

 

Untitled41.png

Average Order Value comparison between C (Community Users) VS Not Community Users

 

One important tactics was analytics. We tracked user journey across platforms from online community to online store and vice versa. Moreover we created three segments between community users who convert, non-community users who convert, and all users who convert. We were able to prove conversation and content in community influenced purchase decisions of our customers resulting in transactions.

 

Moreover, we tracked average order value of community users and we found that they had an average order value (AOV) that was 60% higher than average.

 

Untitled42.png

(Translation: User “balke” asked “I just used internet for 15 days but now internet speed is throttled – can you help me solve this problem? I have to use internet for my work”

User “book2001” a soon-to-be-super-users replied: “I’d like to suggest you to use Super Non Stop package –you’ll get 10GB at only 499 baht here is the link (url) I’m sure you won’t be disappointed. Moreover, if you don’t use it all up, you can save it for your next month usage)

 

Another tactic was when we cultivated super users and “dtac buddy” (volunteer employee) to build initial hype, solutions, and content. We educated and motivated them to embed links from dtac website and/or TKB when reply to posts. Some of these links led into online conversions (as shown in above screenshot).

 

Last tactic was convincing internal organization to utilize community on R&D before or during or after the products/service launch. So in the long run, we will get a more complete 360-degree view of customer database. Moreover these members became user and product promoter because they were involved in the product.

 

For example, we invited 10 super fans to beta test an internal application before launch in a private room in the community. We received many suggestions.

 

 

Our metrics

 

  1. Community influenced online purchase conversion worth = 47,705,323 baht ($1,357,009 USD)
  2. Average Order Value (AOV) of community users = 60% higher than average
  3. Cost savings on Service Calls = 14,262,800 baht ($405,719 USD). Through intense focus on increasing TKB and accepted solutions, we were able to save costs on service calls in 2015 (exceeding savings in business case). Our measurement was based on 30% of TKB views plus 100% of accepted solution plus 30% of accepted solutions views/cost per call.
  4. Feedback & suggestions from customers = more than 6,000 piece of feedback

 

(view in My Videos)

Status:
2016 Lithy Submission

Lithys 2016: Centrify Corporation - Support Saving...

By JaniceK

Lithys 2016: Centrify Corporation - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-18-2016 03:33 PM - last edited on ‎05-03-2016 08:39 AM by Moderator Moderator

photo.pngCompany: Centrify Corporation

Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program)

Community: Centrify Community

Lithy category: Support Savings MVP

 

Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.

 

How we are implementing Community to meet our customer care business goals

 

Centrify provides unified identity management for end users and privileged users, with flagship products addressing needs for identity management across cloud, mobile and data centers. Our support team interacts with IT admins with diverse skills sets spanning across *NIX, Windows, Active Directory and SAML, just to name a few.

 

The Centrify Support team believes that building a Community of Centrify admins across the globe plays an important role in providing world class support to our customer base. With a vibrant community, we are able to increase customer satisfaction with an ever growing library of user generated solutions, tech blogs and videos. In addition, we’re able to reduce support contact cost across all regions yet meet SLA’s and responsiveness by leveraging the community.

 

Our community consists of product forums, tech blogs and Ideas Exchange. All users have read access across all product forums and tech blogs. With our newly implemented “Ask the Community” widget, customers can quickly find existing answers in a wealth of accepted solutions and tech articles. All registered users are welcomed to post in our free Centrify Express forum. This enables Centrify to provide a positive user experience for our free product users, potentially leading to paid upgrade when their organizations expand.

 

For our paid customers, they have the option to ask questions in the premium product forums. These questions are automatically escalated to an internal “A-Team” of superusers if the community does not answer within 24 hours. This ensures that our paid customers receive timely responses while Centrify reduces support contact volume.

 

Our paid customers can also to post product enhancement ideas and vote on them in the Ideas Exchange. Here, Centrify’s product team members regularly engage in discussions with customers, providing them with an exclusive channel to share valuable feedback to the Centrify product team.

 

Changes we implemented  because of cost reductions based on Lithium Community 

 

At Centrify, we value support as a team that adds value to our customers and not a cost center. That being said, just like every successful and customer centric organization, we keep a close eye on our costs every year. The savings in headcount to support our customers are re-invested to make the Community and Support Portal more interactive and resourceful. With new products, new customers we are always innovating and ensuring that every type of customers who come to us for a help can easily find their answers. We have re-launched our community several months ago with an improved design and structure, focusing on making the community easier to use for new and returning members alike. In the future, we will be enhancing the UI further to provide a single pane of glass for all existing customers to address their technical and product needs. The success of Community for our customers has also encouraged our internal teams to increase participation. Technical teams across Centrify now regularly create useful tech blog articles, how-to’s and videos to increase the value of this every growing library of user generated content.

 

Our customer care and business results 

 

Centrify Community started as a platform for our freemium product (Centrify Express) users to ask their questions. Since then, we have opened up additional product forums, tech blogs and customer Idea Exchange.

 

In spite of growing our customers base and revenues by 2x, our team has been able to successfully support 5000+ customers and continuously achieve a 92%+ customers satisfaction*. Without enabling peer-to-peer community help, we would not be able to sustain such rapid growth while maintaining a high score for customer satisfaction. Support Management at Centrify is always looking at metrics to drive more self-service, engineer efficiency and content creation (Knowledge articles and how-to videos).

 

*Customer Satisfaction is derived from 5 survey metrics that we collect from our customers. Every time a case that is opened with Technical Support team at Centrify, the customer will have an opportunity to provide their feedback on the products, people, and features / functionality of Centrify Solutions. Customer are asked to rate us on the 5 parameters (1) Case Owner Satisfaction (2) Overall Product Satisfaction (3) Product Quality (4)Features and Functionality and (5) Overall Support Satisfaction.

 

Untitled10.png

 

We’ve seen steady community growth in the past 4 years. Q1 2016 we saw a year over year increase of user sessions by 38%.

 

More than 30k visits per month in indirect contact deflection. 40+ technical topics are answered and turned into searchable community knowledge for future use. 15+ technical blogs / video blogs are created monthly for our community member’s consumption.

 

Rich Multimedia Content in the community tech blog:

 

Untitled11.png

 

Wealth of technical information and resource in the community. “Ask the Community” widget makes it easy for users to get started:

 

Untitled12.png

 

Idea Exchange:

 

Untitled13.png

 

 

 


photo.pngCompany: Centrify Corporation

Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program)

Community: Centrify Community

Lithy category: Support Savings MVP

 

Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.

 

How we are implementing Community to meet our customer care business goals

 

Centrify provides unified identity management for end users and privileged users, with flagship products addressing needs for identity management across cloud, mobile and data centers. Our support team interacts with IT admins with diverse skills sets spanning across *NIX, Windows, Active Directory and SAML, just to name a few.

 

The Centrify Support team believes that building a Community of Centrify admins across the globe plays an important role in providing world class support to our customer base. With a vibrant community, we are able to increase customer satisfaction with an ever growing library of user generated solutions, tech blogs and videos. In addition, we’re able to reduce support contact cost across all regions yet meet SLA’s and responsiveness by leveraging the community.

 

Our community consists of product forums, tech blogs and Ideas Exchange. All users have read access across all product forums and tech blogs. With our newly implemented “Ask the Community” widget, customers can quickly find existing answers in a wealth of accepted solutions and tech articles. All registered users are welcomed to post in our free Centrify Express forum. This enables Centrify to provide a positive user experience for our free product users, potentially leading to paid upgrade when their organizations expand.

 

For our paid customers, they have the option to ask questions in the premium product forums. These questions are automatically escalated to an internal “A-Team” of superusers if the community does not answer within 24 hours. This ensures that our paid customers receive timely responses while Centrify reduces support contact volume.

 

Our paid customers can also to post product enhancement ideas and vote on them in the Ideas Exchange. Here, Centrify’s product team members regularly engage in discussions with customers, providing them with an exclusive channel to share valuable feedback to the Centrify product team.

 

Changes we implemented  because of cost reductions based on Lithium Community 

 

At Centrify, we value support as a team that adds value to our customers and not a cost center. That being said, just like every successful and customer centric organization, we keep a close eye on our costs every year. The savings in headcount to support our customers are re-invested to make the Community and Support Portal more interactive and resourceful. With new products, new customers we are always innovating and ensuring that every type of customers who come to us for a help can easily find their answers. We have re-launched our community several months ago with an improved design and structure, focusing on making the community easier to use for new and returning members alike. In the future, we will be enhancing the UI further to provide a single pane of glass for all existing customers to address their technical and product needs. The success of Community for our customers has also encouraged our internal teams to increase participation. Technical teams across Centrify now regularly create useful tech blog articles, how-to’s and videos to increase the value of this every growing library of user generated content.

 

Our customer care and business results 

 

Centrify Community started as a platform for our freemium product (Centrify Express) users to ask their questions. Since then, we have opened up additional product forums, tech blogs and customer Idea Exchange.

 

In spite of growing our customers base and revenues by 2x, our team has been able to successfully support 5000+ customers and continuously achieve a 92%+ customers satisfaction*. Without enabling peer-to-peer community help, we would not be able to sustain such rapid growth while maintaining a high score for customer satisfaction. Support Management at Centrify is always looking at metrics to drive more self-service, engineer efficiency and content creation (Knowledge articles and how-to videos).

 

*Customer Satisfaction is derived from 5 survey metrics that we collect from our customers. Every time a case that is opened with Technical Support team at Centrify, the customer will have an opportunity to provide their feedback on the products, people, and features / functionality of Centrify Solutions. Customer are asked to rate us on the 5 parameters (1) Case Owner Satisfaction (2) Overall Product Satisfaction (3) Product Quality (4)Features and Functionality and (5) Overall Support Satisfaction.

 

Untitled10.png

 

We’ve seen steady community growth in the past 4 years. Q1 2016 we saw a year over year increase of user sessions by 38%.

 

More than 30k visits per month in indirect contact deflection. 40+ technical topics are answered and turned into searchable community knowledge for future use. 15+ technical blogs / video blogs are created monthly for our community member’s consumption.

 

Rich Multimedia Content in the community tech blog:

 

Untitled11.png

 

Wealth of technical information and resource in the community. “Ask the Community” widget makes it easy for users to get started:

 

Untitled12.png

 

Idea Exchange:

 

Untitled13.png

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Orange Espagne SAU - Total Community ...

By JaniceK

Lithys 2016: Orange Espagne SAU - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-05-2016 06:55 PM - last edited on ‎05-03-2016 08:40 AM by Moderator Moderator

2000px-Orange_logo.svg.pngCompany:  Orange Espagne SAU

Entry submitted by: Santiago Martín Martín (Social Support Manager)

Community: Orange Community

Lithy category:  Total Community All Star 

 

Spain is the second market in importance for Orange Group, one of the most prominent telecom companies in the world, with more than 263 million clients during 2015.

 

Through different brands – Orange itself, newly acquired Jazztel, amena and Simyo, we have the trust of more than 19 million clients in Spain making daily use of our fixed and mobile services as well as TV.

 

Our road to Lithium

 

Two years ago, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy on our two brands: Orange and Amena and newly on Jazztel. We decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.

 

LSW has helped us to build this new model and to get the highest performance of our support and comms teams. We have made extensive usage of tagging, queuing and reporting facilities of the application, getting the better efficiency of our agents who only have to be focused in solving our customer request and incidents.

 

On the other hand, we put a big focus in our superusers cultivation program, in fact we have used extensively gamification facilities of the Lithium community to get our superusers to create a big amount of solutions to other customers' issues.

 

During the last two years, our main business goal has been call deflection.

 

Untitled29.png

 

The benefits of us having both a community and LSW 

 

Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. All our social marketing and customer support in other media is always referencing and linking community content.

 

Our results

 

With our Lithium-powered community, we reached 500k monthly visits, a 40% increase in the last year. Mainly, these visits are coming to communities to solve any doubts or problems. We have found that 27% of visitors surveyed say that they get their problem solved in their visit, so we are consistently saving costs around 500k euros per year. Regarding social media (Facebook and Twitter), we are very proud of achieving our goals of response time and customer satisfaction: we answer 91% of posts in our SLA time (1 hours), and we achieved 90% of customer satisfaction in these interactions.

 

Untitled30.png


2000px-Orange_logo.svg.pngCompany:  Orange Espagne SAU

Entry submitted by: Santiago Martín Martín (Social Support Manager)

Community: Orange Community

Lithy category:  Total Community All Star 

 

Spain is the second market in importance for Orange Group, one of the most prominent telecom companies in the world, with more than 263 million clients during 2015.

 

Through different brands – Orange itself, newly acquired Jazztel, amena and Simyo, we have the trust of more than 19 million clients in Spain making daily use of our fixed and mobile services as well as TV.

 

Our road to Lithium

 

Two years ago, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy on our two brands: Orange and Amena and newly on Jazztel. We decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.

 

LSW has helped us to build this new model and to get the highest performance of our support and comms teams. We have made extensive usage of tagging, queuing and reporting facilities of the application, getting the better efficiency of our agents who only have to be focused in solving our customer request and incidents.

 

On the other hand, we put a big focus in our superusers cultivation program, in fact we have used extensively gamification facilities of the Lithium community to get our superusers to create a big amount of solutions to other customers' issues.

 

During the last two years, our main business goal has been call deflection.

 

Untitled29.png

 

The benefits of us having both a community and LSW 

 

Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. All our social marketing and customer support in other media is always referencing and linking community content.

 

Our results

 

With our Lithium-powered community, we reached 500k monthly visits, a 40% increase in the last year. Mainly, these visits are coming to communities to solve any doubts or problems. We have found that 27% of visitors surveyed say that they get their problem solved in their visit, so we are consistently saving costs around 500k euros per year. Regarding social media (Facebook and Twitter), we are very proud of achieving our goals of response time and customer satisfaction: we answer 91% of posts in our SLA time (1 hours), and we achieved 90% of customer satisfaction in these interactions.

 

Untitled30.png

Status:
2016 Lithy Submission

Lithys 2016: Barclaycard Ring - Marketing Champion

By JaniceK

Lithys 2016: Barclaycard Ring - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 01:45 AM - last edited on ‎05-03-2016 08:35 AM by Moderator Moderator

barclaycard.pngCompany: Barclaycard US

Contact: Jen Hitchens (Community Manager)

Community: Barclaycard Ring Community 

Lithy category:  Marketing Champion

 

BarclaycardUS is the 9th largest credit card issuer in the US. We believe that building community environments supports our credit card products and creates a differentiated customer experience through enhanced support and engagement.

 

Lithium’s community platform is the driving force behind the Barclaycard Ring Community. Barclaycard Ring MasterCard© is a very simple credit card product with a low interest rate, simple terms and no annual or balance transfer fees. But what sets Barclaycard Ring apart is its use of online communities in an innovative way to talk with card members about the product and how it should evolve. The Barclaycard Ring team also developed the industry’s first profit sharing program with card members, called Giveback™. This aligns the interests of both bank and card member like never before and opens the door for both to advance the cause of charities. And to help crystalize the trust, the team posts the financial statistics for the program on the website and discuss the results each month.

 

Barclaycard Ring Community “Ask FICO” Online Event

 

According to CEB TowersGroup, a financial services industry analyst group, 90 percent of credit scores purchased by lenders are FICO® Scores. While BarclaycardUS has been a pioneer in FICO® Score access for its cardmembers, many consumers still harbor a flawed - and costly - understanding of their credit scores.

 

Knowing that access to one's credit score is a small part of the path to better credit, Barclaycard Ring embarked on a mission to provide cardmembers with a clearer path to credit health. Partnering with the team at FICO®, Barclaycard was able to connect cardmembers to expert answers while providing a platform to share their own credit success stories – at no additional cost to the business.

 

Our primary objective of the campaign was to promote and encourage a greater understanding of credit scores and the FICO® Score we share with our cardmembers.

 

Our secondary objective was to increase the number of registered users in the Ring Community, increase engagement as well as create evergreen content that could provide answers to questions other community members might have about FICO Scores.

 

Our strategy and tactics

 

CONTENT STRATEGY

The content strategy for the “Ask FICO” event focused on communicating to our existing Ring cardmembers about the upcoming event, its exclusivity, as well as its benefit as a cardmember who is interested in their credit health and eager to learn more about financial literacy topics.

 

Untitled89.png

 

Communication Materials:

 

  • Working with FICO®, we developed a branded icon for the event (shown above)
  • Developed an “Ask FICO” Blog Post focusing on the program and it’s focus (as well as the ‘rules’)
  • The “Ask FICO” Blog Post was also featured in the Account Servicing part of the BarclaycardUS.com home page
  • Initial email focused that it was an exclusive online event
  • Last chance email focused on deadline

 

Untitled90.png

Initial email

 

Untitled91.png

Last chance email

 

Untitled92.png

Blog post

 

d.png

 

Our Results

 

COMMUNITY

  • Cardmembers posted 130 questions in 12 days; each question was answered individually by FICO
  • 19,000 page views (25% increase)
  • 4,700 unique visits (20% increase)
  • Ask FICO Q&A board had 459 posts and 222 kudos
  • Ask FICO Q&A board received 51% of the overall traffic during the event
  • Ask FICO blog post received 48% of all blog traffic during the event
  • Over 400 new cardmembers converted to community members for the event; 6% of new registrants for the year
  • Evergreen Content – post event, the “Ask FICO” Q&A board remains the #1 visited section of the Ring Community (surpassing the public blog page views in Q4)

 

EMAIL

  • 35% Open Rate
  • 11% CTR

 

CARDMEMBER

  • Online event helped to increase cardmember registrations to 20% of portfolio
  • Online event also helpe to re-engage some cardmembers who had not logged into the community in a while.

 

Key Learnings

 

COMMUNITY

  • Q&A Board format worked very well for this online event; questions that members had were answered by other community members; however the FICO Representative answer could be selected as the accepted solution so viewers know the correct response/information.
  • Created an easy to access “Ask FICO” board in the global navigation
  • Don’t always need a big budget to have a large impact (budget for this event was zero!)

 


barclaycard.pngCompany: Barclaycard US

Contact: Jen Hitchens (Community Manager)

Community: Barclaycard Ring Community 

Lithy category:  Marketing Champion

 

BarclaycardUS is the 9th largest credit card issuer in the US. We believe that building community environments supports our credit card products and creates a differentiated customer experience through enhanced support and engagement.

 

Lithium’s community platform is the driving force behind the Barclaycard Ring Community. Barclaycard Ring MasterCard© is a very simple credit card product with a low interest rate, simple terms and no annual or balance transfer fees. But what sets Barclaycard Ring apart is its use of online communities in an innovative way to talk with card members about the product and how it should evolve. The Barclaycard Ring team also developed the industry’s first profit sharing program with card members, called Giveback™. This aligns the interests of both bank and card member like never before and opens the door for both to advance the cause of charities. And to help crystalize the trust, the team posts the financial statistics for the program on the website and discuss the results each month.

 

Barclaycard Ring Community “Ask FICO” Online Event

 

According to CEB TowersGroup, a financial services industry analyst group, 90 percent of credit scores purchased by lenders are FICO® Scores. While BarclaycardUS has been a pioneer in FICO® Score access for its cardmembers, many consumers still harbor a flawed - and costly - understanding of their credit scores.

 

Knowing that access to one's credit score is a small part of the path to better credit, Barclaycard Ring embarked on a mission to provide cardmembers with a clearer path to credit health. Partnering with the team at FICO®, Barclaycard was able to connect cardmembers to expert answers while providing a platform to share their own credit success stories – at no additional cost to the business.

 

Our primary objective of the campaign was to promote and encourage a greater understanding of credit scores and the FICO® Score we share with our cardmembers.

 

Our secondary objective was to increase the number of registered users in the Ring Community, increase engagement as well as create evergreen content that could provide answers to questions other community members might have about FICO Scores.

 

Our strategy and tactics

 

CONTENT STRATEGY

The content strategy for the “Ask FICO” event focused on communicating to our existing Ring cardmembers about the upcoming event, its exclusivity, as well as its benefit as a cardmember who is interested in their credit health and eager to learn more about financial literacy topics.

 

Untitled89.png

 

Communication Materials:

 

  • Working with FICO®, we developed a branded icon for the event (shown above)
  • Developed an “Ask FICO” Blog Post focusing on the program and it’s focus (as well as the ‘rules’)
  • The “Ask FICO” Blog Post was also featured in the Account Servicing part of the BarclaycardUS.com home page
  • Initial email focused that it was an exclusive online event
  • Last chance email focused on deadline

 

Untitled90.png

Initial email

 

Untitled91.png

Last chance email

 

Untitled92.png

Blog post

 

d.png

 

Our Results

 

COMMUNITY

  • Cardmembers posted 130 questions in 12 days; each question was answered individually by FICO
  • 19,000 page views (25% increase)
  • 4,700 unique visits (20% increase)
  • Ask FICO Q&A board had 459 posts and 222 kudos
  • Ask FICO Q&A board received 51% of the overall traffic during the event
  • Ask FICO blog post received 48% of all blog traffic during the event
  • Over 400 new cardmembers converted to community members for the event; 6% of new registrants for the year
  • Evergreen Content – post event, the “Ask FICO” Q&A board remains the #1 visited section of the Ring Community (surpassing the public blog page views in Q4)

 

EMAIL

  • 35% Open Rate
  • 11% CTR

 

CARDMEMBER

  • Online event helped to increase cardmember registrations to 20% of portfolio
  • Online event also helpe to re-engage some cardmembers who had not logged into the community in a while.

 

Key Learnings

 

COMMUNITY

  • Q&A Board format worked very well for this online event; questions that members had were answered by other community members; however the FICO Representative answer could be selected as the accepted solution so viewers know the correct response/information.
  • Created an easy to access “Ask FICO” board in the global navigation
  • Don’t always need a big budget to have a large impact (budget for this event was zero!)

 

Status:
2016 Lithy Submission

Lithys 2016: Hilton Worldwide - Excellence in Cust...

By JaniceK

Lithys 2016: Hilton Worldwide - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 05:34 PM - last edited on ‎05-03-2016 08:37 AM by Moderator Moderator

Untitled66.pngCompany: Hilton Worldwide

Contact: Lee Diaz (Social Media Product Manager)

Community: Hilton Suggests Twitter 

Lithy category: Excellence in Customer Satisfaction

 

Hilton Worldwide is one of the largest hospitality companies in the world, with mre than 4,600 hotels, resorts and properties in 100 countries and territories, and we’re growing faster than ever. Our 96-year history as pioneers in the industry makes us the preferred venue for travelers, developers, partners, and team members alike.

 

Our customer satisfaction initiatives of 2015

 

Hospitality and customer satisfaction should be extended to all travelers, even before they are your customers. With this focus, in 2015 we continued the expansion of the Hilton Suggests program to be an even broader global community of Hilton Worldwide team members, at all positions, that serve as a proactive resource for travelers visiting around 100 global markets. Hilton Suggests members give their time to listen for travelers’ questions, point unfamiliar travelers in the right direction, and even assist fellow locals seeking the next hidden gem for their bucket list. Through this, we deliver tweet tailored reccommendations for where to eat, what to see and what to do in our cities, to any traveler that needs a little direction.

 

A 2014 Study by Google on the Traveler’s Road to Decision showed that 83% of users that go online to find travel inspiration use social networking, video or photo sites. The @HiltonSuggests team helps develop some of that inspiration and alleviates some local research by surprising and delighting Twitter users seeking out travel advice with unique, local recommendations. By reaching travelers where they are, and when they are asking questions, we were able to share over 30,400 responses in 2015.

 

Untitled62.png

 

The most important customer issue we  were looking to solve via  Lithium implementation? 

 

Travelers, as resourceful as they are, often need direction as they get ready to explore. Our focus is to help answer travelers’ questions of where to go, what to see, and where to eat that we all have as travelers to a new city. Even when they are not looking to Hilton Worldwide to answer their questions, we want to surprise and delight them with our focus actively listening, taking the time to respond, and delivering a quality piece of information from a local perspective.

 

Each suggestion is an authentic, first-hand recommendation based on the experiences of one of our local team members. And while we are happy to help travelers find a hotel - our primary focus is always to enhance the overall travel experience during a new-nomad’s visit.

 

We understand that it’s easier to appreciate the quirks and cultural nuances, too, when you’ve had a chance to experience the culture at its originator. We live and breathe the vision that our founder, Conrad Hilton, understood to be so important:

 

It’s our mission to fill the earth with the light and warmth of hospitality - one tweet at a time.

Untitled63.png

 

Our metrics

 

 

Given our focus, to reach any traveler seeking local recommendations, our core satisfaction metric is based on our ability to connect to travelers: Response. In 2015, we had just over 90 Team Members Tweet over 30,400 responses to travelers’ questions.

 

We leverage Lithium’s Social Web to ensure that each Team Member is receiving traveler questions from their local city / region / market, and can quickly identify which questions they can answer based on their experiences in the city they live and work in.

 

Untitled64.png

 

Untitled65.png


Untitled66.pngCompany: Hilton Worldwide

Contact: Lee Diaz (Social Media Product Manager)

Community: Hilton Suggests Twitter 

Lithy category: Excellence in Customer Satisfaction

 

Hilton Worldwide is one of the largest hospitality companies in the world, with mre than 4,600 hotels, resorts and properties in 100 countries and territories, and we’re growing faster than ever. Our 96-year history as pioneers in the industry makes us the preferred venue for travelers, developers, partners, and team members alike.

 

Our customer satisfaction initiatives of 2015

 

Hospitality and customer satisfaction should be extended to all travelers, even before they are your customers. With this focus, in 2015 we continued the expansion of the Hilton Suggests program to be an even broader global community of Hilton Worldwide team members, at all positions, that serve as a proactive resource for travelers visiting around 100 global markets. Hilton Suggests members give their time to listen for travelers’ questions, point unfamiliar travelers in the right direction, and even assist fellow locals seeking the next hidden gem for their bucket list. Through this, we deliver tweet tailored reccommendations for where to eat, what to see and what to do in our cities, to any traveler that needs a little direction.

 

A 2014 Study by Google on the Traveler’s Road to Decision showed that 83% of users that go online to find travel inspiration use social networking, video or photo sites. The @HiltonSuggests team helps develop some of that inspiration and alleviates some local research by surprising and delighting Twitter users seeking out travel advice with unique, local recommendations. By reaching travelers where they are, and when they are asking questions, we were able to share over 30,400 responses in 2015.

 

Untitled62.png

 

The most important customer issue we  were looking to solve via  Lithium implementation? 

 

Travelers, as resourceful as they are, often need direction as they get ready to explore. Our focus is to help answer travelers’ questions of where to go, what to see, and where to eat that we all have as travelers to a new city. Even when they are not looking to Hilton Worldwide to answer their questions, we want to surprise and delight them with our focus actively listening, taking the time to respond, and delivering a quality piece of information from a local perspective.

 

Each suggestion is an authentic, first-hand recommendation based on the experiences of one of our local team members. And while we are happy to help travelers find a hotel - our primary focus is always to enhance the overall travel experience during a new-nomad’s visit.

 

We understand that it’s easier to appreciate the quirks and cultural nuances, too, when you’ve had a chance to experience the culture at its originator. We live and breathe the vision that our founder, Conrad Hilton, understood to be so important:

 

It’s our mission to fill the earth with the light and warmth of hospitality - one tweet at a time.

Untitled63.png

 

Our metrics

 

 

Given our focus, to reach any traveler seeking local recommendations, our core satisfaction metric is based on our ability to connect to travelers: Response. In 2015, we had just over 90 Team Members Tweet over 30,400 responses to travelers’ questions.

 

We leverage Lithium’s Social Web to ensure that each Team Member is receiving traveler questions from their local city / region / market, and can quickly identify which questions they can answer based on their experiences in the city they live and work in.

 

Untitled64.png

 

Untitled65.png

Status:
2016 Lithy Submission

Lithys 2016: Sony Interactive Entertainment / Play...

By JaniceK

 

playstation-logo-icon.pngCompany: Sony Interactive Entertainment Europe / PlayStation Europe

Entry submitted by: Javier Tenes (Community & Support Manager)

Community: PlayStation Community

Lithy category: Community Design of the Year

 

Sony Interactive Entertainment Europe (SIEE) is the central support organization for over 100 countries in Europe, Africa, the Middle East and Australasia, marketing the world’s most popular computer games platforms – PS one®, PlayStation®2, PlayStation®Portable (PSP), PlayStation®Vita, PlayStation®3 (PS3), PlayStation®4 (PS4) and the ever-growing online PlayStation®Network (PSN) platform. SIEE main challenge for nest years is to consolidate the world of virtual reality through PlayStation VR.

 

Our community goals

 

Our main goal is to create brand advocacy and loyalty through community by connecting like-minded people and immerse them in a unique world of gaming. We give users the sense of be part of the brand. We have proved with data that a well-engaged community member is synonym of a high spender player and therefore leveraging community to generate engagement is one of our main goals.

 

Our community active members appear always within the exclusive segment of very high spenders of our PlayStation Store and therefore increasing that group of active and well-engaged members is key for us to generate revenue through community.

 

In addition, our community is the creation engine of the most extensive database of solutions and recommendations for PlayStation. A community self-support scheme that boosts our CSAT score.

 

“The Gamer” is at the center of our brand strategy and therefore our six community pillars (discovering, connecting, cooperating, competing, sharing, and recognition) converge with our brand needs.

 

PlayStation is #4theplayers and therefore PlayStation is for the community of players.

 

Our unique community design

 

Our design is unique and can’t be compared to any other Lithium community or any other community in general.

 

Over the past years, several internals teams including community managers, designers, data analyst, developers and project managers, have worked side by side to change the “out of the box” face of Lithium’s community platform and create completely customized UI, which follows an irreverent and funny style that fits perfectly into the culture of our main audience: the gamer.

 

PlayStation_Community_Homepage.png

 

Because we are a community of gamers, gamification breathes at the core of our design concepts.

 

User_avatar.png

Badges.png

 

In addition, we have aligned our platform’s look and feel with rest of official PlayStation sites such as our main website PlayStation.com, in order to provide our users with a unified UX across all PlayStation online entities.

 

PlayStation.com_VS_PlayStation_Community.png

 

We have tried to move away from overpopulated pages with several widgets and CTAs and move into a more minimalist design that clearly defines the function of each page within the overall user journey across the platform. 

 

Notifications.png

 

SIEE / PlayStation is a big retailer company with several key products & services our community is interested in. Thousands of messages are posted each month about these products & services and therefore our designs always aimed to facilitate a dynamic navigation between different topics  within the community. Provide our users with at a glance view of our latest and most popular topics  is a must.

 

Topics_filters.png

Popular_Topics.png

Support_Topics.png

We have introduce an additional navigation bar which help users to navigate across their personal community areas (profile, notifications, Private messages and settings) with just 1 click.

 

User_navigation_bar.png

 

Finally, as our community is divided between supports and not support areas, we have introduced clever design concepts to help us routing visitors to the right place of the community depending on their necessities. Those designs always maintain a gaming style to maintain the platform in harmony .

 

Sackboy_help.png

 

All these concepts are extrapolated to our new responsive designs:

 

Responsive_Boardpage.png

Responsive_Threadpage1.pngResponsive_Threadpage2.pngResponsive_Threadpage3.png

 

How we executed our community design

 

Our design approach is one of the key elements for achieving our community goals focused on supporting our overall marketing strategy.

 

A Community Steering Committee, a group of people with different expertise such us community managers, data analysts, UX designers, developers…, manage the different phases of executions for those objectives.

 

A group of Community Managers and other Marketing peers work together to define the list of key community priorities for next year. These objectives need to be validated by Senior Management and once that happens, the Steering Committee start working on them.

 

As kick off point, our Analytics and Reporting team put together a list of reports and analysis suggesting different tactics to approach our objectives. The Community Steering Committee have then different brainstorming sessions supported with those analysis and suggestions, including users surveys results, which will finally crystalized in a well-defined community strategy.

 

Once the community strategy is established, the designing team lead conversations around what design changes are needed to support the strategy, and they put together different mock-ups to illustrate that. Those design concepts / mock ups are reviewed and signed off by the Community Steering Committee. A report focused on technical feasibility of the new designs is created by the Technical Development team as this stage too.

 

We always have assigned a Project Manager who creates the project’s specs and scope, and keeps stakeholders updated with the project status all the time. The Analytics and Reporting team suggest KPIs to measure the new designs’ success once they go live and which are included within the project’s specs. .

                                                                                

The Project is signed off by The Community Steering Committee and ultimately by the Director of Consumer Experience in SIEE which gives the green light for the development works to start on Lithium Stage.

 

Once a design change(s) is/are implemented on Stage, they are fully tested in house as well as by a group of selected community members, before we push it live to our community.

 

After going live we measure on a monthly basis how the new designs help to achieve our objectives.

 

Our design excellence results

 

  • Number of pages views per visit after introduce new navigation design elements

3.png

  • Visits to boards from homepage before and after the implementation of the popular topics module

4.png

  • Visits to support boards form homepage after introducing our

1.png

  • CHI progression after


2.png

 


 

playstation-logo-icon.pngCompany: Sony Interactive Entertainment Europe / PlayStation Europe

Entry submitted by: Javier Tenes (Community & Support Manager)

Community: PlayStation Community

Lithy category: Community Design of the Year

 

Sony Interactive Entertainment Europe (SIEE) is the central support organization for over 100 countries in Europe, Africa, the Middle East and Australasia, marketing the world’s most popular computer games platforms – PS one®, PlayStation®2, PlayStation®Portable (PSP), PlayStation®Vita, PlayStation®3 (PS3), PlayStation®4 (PS4) and the ever-growing online PlayStation®Network (PSN) platform. SIEE main challenge for nest years is to consolidate the world of virtual reality through PlayStation VR.

 

Our community goals

 

Our main goal is to create brand advocacy and loyalty through community by connecting like-minded people and immerse them in a unique world of gaming. We give users the sense of be part of the brand. We have proved with data that a well-engaged community member is synonym of a high spender player and therefore leveraging community to generate engagement is one of our main goals.

 

Our community active members appear always within the exclusive segment of very high spenders of our PlayStation Store and therefore increasing that group of active and well-engaged members is key for us to generate revenue through community.

 

In addition, our community is the creation engine of the most extensive database of solutions and recommendations for PlayStation. A community self-support scheme that boosts our CSAT score.

 

“The Gamer” is at the center of our brand strategy and therefore our six community pillars (discovering, connecting, cooperating, competing, sharing, and recognition) converge with our brand needs.

 

PlayStation is #4theplayers and therefore PlayStation is for the community of players.

 

Our unique community design

 

Our design is unique and can’t be compared to any other Lithium community or any other community in general.

 

Over the past years, several internals teams including community managers, designers, data analyst, developers and project managers, have worked side by side to change the “out of the box” face of Lithium’s community platform and create completely customized UI, which follows an irreverent and funny style that fits perfectly into the culture of our main audience: the gamer.

 

PlayStation_Community_Homepage.png

 

Because we are a community of gamers, gamification breathes at the core of our design concepts.

 

User_avatar.png

Badges.png

 

In addition, we have aligned our platform’s look and feel with rest of official PlayStation sites such as our main website PlayStation.com, in order to provide our users with a unified UX across all PlayStation online entities.

 

PlayStation.com_VS_PlayStation_Community.png

 

We have tried to move away from overpopulated pages with several widgets and CTAs and move into a more minimalist design that clearly defines the function of each page within the overall user journey across the platform. 

 

Notifications.png

 

SIEE / PlayStation is a big retailer company with several key products & services our community is interested in. Thousands of messages are posted each month about these products & services and therefore our designs always aimed to facilitate a dynamic navigation between different topics  within the community. Provide our users with at a glance view of our latest and most popular topics  is a must.

 

Topics_filters.png

Popular_Topics.png

Support_Topics.png

We have introduce an additional navigation bar which help users to navigate across their personal community areas (profile, notifications, Private messages and settings) with just 1 click.

 

User_navigation_bar.png

 

Finally, as our community is divided between supports and not support areas, we have introduced clever design concepts to help us routing visitors to the right place of the community depending on their necessities. Those designs always maintain a gaming style to maintain the platform in harmony .

 

Sackboy_help.png

 

All these concepts are extrapolated to our new responsive designs:

 

Responsive_Boardpage.png

Responsive_Threadpage1.pngResponsive_Threadpage2.pngResponsive_Threadpage3.png

 

How we executed our community design

 

Our design approach is one of the key elements for achieving our community goals focused on supporting our overall marketing strategy.

 

A Community Steering Committee, a group of people with different expertise such us community managers, data analysts, UX designers, developers…, manage the different phases of executions for those objectives.

 

A group of Community Managers and other Marketing peers work together to define the list of key community priorities for next year. These objectives need to be validated by Senior Management and once that happens, the Steering Committee start working on them.

 

As kick off point, our Analytics and Reporting team put together a list of reports and analysis suggesting different tactics to approach our objectives. The Community Steering Committee have then different brainstorming sessions supported with those analysis and suggestions, including users surveys results, which will finally crystalized in a well-defined community strategy.

 

Once the community strategy is established, the designing team lead conversations around what design changes are needed to support the strategy, and they put together different mock-ups to illustrate that. Those design concepts / mock ups are reviewed and signed off by the Community Steering Committee. A report focused on technical feasibility of the new designs is created by the Technical Development team as this stage too.

 

We always have assigned a Project Manager who creates the project’s specs and scope, and keeps stakeholders updated with the project status all the time. The Analytics and Reporting team suggest KPIs to measure the new designs’ success once they go live and which are included within the project’s specs. .

                                                                                

The Project is signed off by The Community Steering Committee and ultimately by the Director of Consumer Experience in SIEE which gives the green light for the development works to start on Lithium Stage.

 

Once a design change(s) is/are implemented on Stage, they are fully tested in house as well as by a group of selected community members, before we push it live to our community.

 

After going live we measure on a monthly basis how the new designs help to achieve our objectives.

 

Our design excellence results

 

  • Number of pages views per visit after introduce new navigation design elements

3.png

  • Visits to boards from homepage before and after the implementation of the popular topics module

4.png

  • Visits to support boards form homepage after introducing our

1.png

  • CHI progression after


2.png

 

Status:
2016 Lithy Submission

Lithys 2016: Nextbit - Support Savings MVP

By JaniceK

Lithys 2016: Nextbit - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎05-01-2016 12:04 PM - last edited on ‎05-03-2016 08:20 AM by Moderator Moderator

media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category:  Support Savings MVP

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

How community meets our customer care goals

 

We have a strong top contributor program and our goal is to leverage community to scale support by reducing call volume and get feedback back to Product/Engineering to improve product and address bugs/issues.

 

Reducing support costs

 

We’re leveraging more of the community as well as the call center to reduce costs. For example, we’ve badged support agents from our call center as “Product Experts” in the forum to scale support.    

 

Our results

We measure our customer care results from the following: # of JIRA tickets filed to Prod/Eng from community escalation, decreased response time, call deflection, reduced case escalations, and support agent utilization.

 

While we don’t have the above metrics to share yet at this early stage post-launch, we’re pleased to see these exciting results in the first two months of launching our community, indicating that our community is vibrant and headed for success:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

Untitled.png


media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category:  Support Savings MVP

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

How community meets our customer care goals

 

We have a strong top contributor program and our goal is to leverage community to scale support by reducing call volume and get feedback back to Product/Engineering to improve product and address bugs/issues.

 

Reducing support costs

 

We’re leveraging more of the community as well as the call center to reduce costs. For example, we’ve badged support agents from our call center as “Product Experts” in the forum to scale support.    

 

Our results

We measure our customer care results from the following: # of JIRA tickets filed to Prod/Eng from community escalation, decreased response time, call deflection, reduced case escalations, and support agent utilization.

 

While we don’t have the above metrics to share yet at this early stage post-launch, we’re pleased to see these exciting results in the first two months of launching our community, indicating that our community is vibrant and headed for success:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

Untitled.png

Status:
2016 Lithy Submission

Lithys 2016: SS&C Advent - Community Design of...

By JaniceK

Lithys 2016: SS&C Advent - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 11:38 AM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled34.pngCompany: SS&C Advent

Entry submitted by: Ellen Pun (Community Manager)

Community: Advent Community

Lithy Category: Community Design of the Year

 

SS&C Technologies, Inc. provides mission-critical software and software-enabled services for the global financial services industry. SS&C has more than 7,500 employees worldwide, located in the Windsor, Connecticut headquarters, and offices throughout North America, Europe, Asia Pacific, and Australia. SS&C provides the global financial services industry with a broad range of highly specialized software, software enabled-services and software as a service (SaaS) solutions for operational excellence. We deliver mission-critical processing for information management, analysis, trading, accounting, reporting and compliance.

 

Our community goals

 

Advent Community is intended to help our clients solve their problems through a variety of different channels. The community acts as a hub for content, connecting people, and a platform for interaction. It is a place for two way flow of communication between Advent and the ecosystem we interact with. We want to be able to connect our users with personalized and relevant content and capture feedback to help improve our software, services, and our community experience. It is our intention to make information and answers easy to access, with support, particularly phone support, being the last resort. We want our users to be able to share their thoughts with their peers and with Advent and know that they will be heard.

 

The design elements that make our community stand out

 

We designed community to be able to provide an easy way to access the information users are looking for while providing transparency into the future of our products.

 

We publish our product roadmaps on Community. Each product roadmap item is linked back to the product’s idea exchange, directly to the idea. We’re able to highlight which roadmap items originate from community members and we make it easy for others to comment and vote as well. By publishing Advent-originated items, we invite comments and questions from users about why features are important. Users are not only able to see the direct impact that they have on our product but we believe that knowing specifically where the product is going can help make the decision to upgrade an easier one.

 

We also publish our products’ known issues (called Fixes & Requests, or F&R) in an effort to be transparent and to help divert support requests. While the UI of these pages runs on Kendo UI, the backend of the page is a hidden Lithium discussion board. Each F&R item is posted as a topic to the board associated with the product. By leveraging the subscription capability of Lithium Discussions, users are updated when the product team makes an update rather than needing to start a support case.

 

We’ve made improvements to our site header and menu. We added “quick action” buttons to the header to start a new discussion post, create a new idea, or start a new support case. We highlighted these frequently used actions in order to help lower the barrier to engage. We’ve also added the ability to set and indicate your product version in the menu. By knowing what matters to the user, we’re able to deliver the most relevant content in search results.

 

How we executed our community design

 

We are always actively collecting feedback from clients both in person and online. Our CSM team incorporates a section on Community during their client quarterly business reviews. We speak with clients about Community during our annual client conference. During our session, we showed previews of upcoming ideas for improvements and often modify these ideas based on the conversations we have about them. We were able to survey s on different areas of the site to learn which areas of the site needed the most improvement. Most importantly, we collect information from the Feedback board on Community.

 

The Community team aggregated the feedback and brought it to our internal UI/UX team to ensure that we were not only creating a better site experience but one that was consistent with the look and feel of the Advent brand. The common color palate and use of shared technology platforms provide s with a consistent and seamless transition when moving between our software and Community.

 

Kendo UI’s intuitive design of the filters, groupings, and the clean aesthetic make the grids a great way for us to organize and sort through the large amounts of data that live within Fixes & Requests and our Product Roadmaps. We first applied the Kendo UI to our support case portal. After it was clear that it was intuitive to use, we then rolled it out to Fixes & Requests and the Product Roadmaps. Now that other internal teams have seen the benefits it has been integrated into future designs for other parts of our Community to be integrated later this year.

 

Our metrics

 

A large part of our site design is focused on the ability to surface relevant content as you browse different parts of the site. We also want to make your frequent actions easy to access.

 

We allow users to mark their favorite products with a star in the products menu. Starring the product not only makes the product easier to access within the menu, but it subscribes you to that product’s discussion board. Upon logging in, the primary part of the home page is focused on the user’s subscriptions. Updates to discussions about the products you use are front and center on the page.

 

To take that a step further, users have the option to set the product version they use. We store that information and use that to better surface relevant content within search results. By default, we’ll list information about the newest product version first but we don’t want users to have to sift through multiple results if they’re not using the latest version. Currently, 25% of our active user base has set product preferences. We redesigned and released our new-user experience last month which prompts and encourages users to set these preferences. We hope to see this number increase with time.

 

Our Fixes & Requests boards allow users to subscribe to over 23,000 product updates. While these settings and subscriptions (and discussion and idea subscriptions) allow us to better deliver information to users, we may have made things too easy to come. We’ve found that while many have subscriptions set up to their advantage, they are consuming the information via email rather than logging in. We actively post webinar recordings and other items that users can only access upon logging in but continue to work on campaigns to drive visitation and log in.

 

Home page with Subscriptions and Quick action buttons

 

Untitled35.png

 

 

Fixes & Requests and Subscription Ability

 

Untitled36.png

 

Product Roadmap with Client and Advent Ideas

 

Untitled37.png

 

Product Menu with Product and Version settings

 

Untitled38.png

 

 

 


Untitled34.pngCompany: SS&C Advent

Entry submitted by: Ellen Pun (Community Manager)

Community: Advent Community

Lithy Category: Community Design of the Year

 

SS&C Technologies, Inc. provides mission-critical software and software-enabled services for the global financial services industry. SS&C has more than 7,500 employees worldwide, located in the Windsor, Connecticut headquarters, and offices throughout North America, Europe, Asia Pacific, and Australia. SS&C provides the global financial services industry with a broad range of highly specialized software, software enabled-services and software as a service (SaaS) solutions for operational excellence. We deliver mission-critical processing for information management, analysis, trading, accounting, reporting and compliance.

 

Our community goals

 

Advent Community is intended to help our clients solve their problems through a variety of different channels. The community acts as a hub for content, connecting people, and a platform for interaction. It is a place for two way flow of communication between Advent and the ecosystem we interact with. We want to be able to connect our users with personalized and relevant content and capture feedback to help improve our software, services, and our community experience. It is our intention to make information and answers easy to access, with support, particularly phone support, being the last resort. We want our users to be able to share their thoughts with their peers and with Advent and know that they will be heard.

 

The design elements that make our community stand out

 

We designed community to be able to provide an easy way to access the information users are looking for while providing transparency into the future of our products.

 

We publish our product roadmaps on Community. Each product roadmap item is linked back to the product’s idea exchange, directly to the idea. We’re able to highlight which roadmap items originate from community members and we make it easy for others to comment and vote as well. By publishing Advent-originated items, we invite comments and questions from users about why features are important. Users are not only able to see the direct impact that they have on our product but we believe that knowing specifically where the product is going can help make the decision to upgrade an easier one.

 

We also publish our products’ known issues (called Fixes & Requests, or F&R) in an effort to be transparent and to help divert support requests. While the UI of these pages runs on Kendo UI, the backend of the page is a hidden Lithium discussion board. Each F&R item is posted as a topic to the board associated with the product. By leveraging the subscription capability of Lithium Discussions, users are updated when the product team makes an update rather than needing to start a support case.

 

We’ve made improvements to our site header and menu. We added “quick action” buttons to the header to start a new discussion post, create a new idea, or start a new support case. We highlighted these frequently used actions in order to help lower the barrier to engage. We’ve also added the ability to set and indicate your product version in the menu. By knowing what matters to the user, we’re able to deliver the most relevant content in search results.

 

How we executed our community design

 

We are always actively collecting feedback from clients both in person and online. Our CSM team incorporates a section on Community during their client quarterly business reviews. We speak with clients about Community during our annual client conference. During our session, we showed previews of upcoming ideas for improvements and often modify these ideas based on the conversations we have about them. We were able to survey s on different areas of the site to learn which areas of the site needed the most improvement. Most importantly, we collect information from the Feedback board on Community.

 

The Community team aggregated the feedback and brought it to our internal UI/UX team to ensure that we were not only creating a better site experience but one that was consistent with the look and feel of the Advent brand. The common color palate and use of shared technology platforms provide s with a consistent and seamless transition when moving between our software and Community.

 

Kendo UI’s intuitive design of the filters, groupings, and the clean aesthetic make the grids a great way for us to organize and sort through the large amounts of data that live within Fixes & Requests and our Product Roadmaps. We first applied the Kendo UI to our support case portal. After it was clear that it was intuitive to use, we then rolled it out to Fixes & Requests and the Product Roadmaps. Now that other internal teams have seen the benefits it has been integrated into future designs for other parts of our Community to be integrated later this year.

 

Our metrics

 

A large part of our site design is focused on the ability to surface relevant content as you browse different parts of the site. We also want to make your frequent actions easy to access.

 

We allow users to mark their favorite products with a star in the products menu. Starring the product not only makes the product easier to access within the menu, but it subscribes you to that product’s discussion board. Upon logging in, the primary part of the home page is focused on the user’s subscriptions. Updates to discussions about the products you use are front and center on the page.

 

To take that a step further, users have the option to set the product version they use. We store that information and use that to better surface relevant content within search results. By default, we’ll list information about the newest product version first but we don’t want users to have to sift through multiple results if they’re not using the latest version. Currently, 25% of our active user base has set product preferences. We redesigned and released our new-user experience last month which prompts and encourages users to set these preferences. We hope to see this number increase with time.

 

Our Fixes & Requests boards allow users to subscribe to over 23,000 product updates. While these settings and subscriptions (and discussion and idea subscriptions) allow us to better deliver information to users, we may have made things too easy to come. We’ve found that while many have subscriptions set up to their advantage, they are consuming the information via email rather than logging in. We actively post webinar recordings and other items that users can only access upon logging in but continue to work on campaigns to drive visitation and log in.

 

Home page with Subscriptions and Quick action buttons

 

Untitled35.png

 

 

Fixes & Requests and Subscription Ability

 

Untitled36.png

 

Product Roadmap with Client and Advent Ideas

 

Untitled37.png

 

Product Menu with Product and Version settings

 

Untitled38.png

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Nextbit - Excellence in Customer Sati...

By JaniceK

Lithys 2016: Nextbit - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎05-01-2016 11:59 AM - last edited on ‎05-03-2016 08:20 AM by Moderator Moderator

media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category:  Excellence in Customer Satisfaction

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our customer satisfaction initiatives

 

As a startup, we launched in February 2016 (just a few months ago). With the tools that we have, we base our customer satisfaction on community sentiment, sense of community, and top contributor nominations (quality referrals).   

 

Focusing on scaling support

 

We are focused on scaling support through peer-to-peer support. Our vision for community: the first place users go for excellence in customer service.

 

Our metrics 

 

Our customer satisfaction results are focused on sentiment, decreased customer complaints, and traffic to our store.

 

We’ve seen these exciting results in the first two months of launching our community:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

Untitled.png


media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category:  Excellence in Customer Satisfaction

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our customer satisfaction initiatives

 

As a startup, we launched in February 2016 (just a few months ago). With the tools that we have, we base our customer satisfaction on community sentiment, sense of community, and top contributor nominations (quality referrals).   

 

Focusing on scaling support

 

We are focused on scaling support through peer-to-peer support. Our vision for community: the first place users go for excellence in customer service.

 

Our metrics 

 

Our customer satisfaction results are focused on sentiment, decreased customer complaints, and traffic to our store.

 

We’ve seen these exciting results in the first two months of launching our community:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

Untitled.png

Status:
2016 Lithy Finalist

Lithys 2016: ScottishPower - Excellence in Custome...

By JaniceK

Lithys 2016: ScottishPower - Excellence in Customer Satisfaction

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-04-2016 05:02 PM - last edited on ‎05-03-2016 08:44 AM by Moderator Moderator

Untitled31.pngCompany:  ScottishPower

Entry submitted by: Chris Brennan (Senior Search and Social Strategy Manager - Digital Marketing)

Community: 

https://twitter.com/sp_energypeople

https://twitter.com/ScottishPower

https://www.facebook.com/ScottishPower

Lithy category:  Excellence in Customer Satisfaction

 

ScottishPower supplies energy to over 5 million homes and businesses in the UK, as part of the Iberdrola Group, a global energy company and world leader in wind energy.

 

As the number one European utility by market capitalisation we are helping to change the energy market for the better, driving innovation from the way we generate and supply energy to how we interact with our staff and customers.

 

Social Media is at the heart of our strategic growth and our constant drive to be an Energy company you would be happy to recommend to friends and family.

 

Our  customer satisfaction initiatives: 360o Customer View

 

During 2015, we faced a challenge in managing the perception and reputation of our customer service after a sustained period of instability post implementation of a new Billing and CRM system. Prior to this, our Social Media landscape was a healthy and vibrant small community of engaged advocates. This community rapidly grew and became steadily more negative as customer service complaints and media focus increased. With only two full-time staff operating during business hours our situation quickly became unmanageable and added to the negative perception around ScottishPower at the time.

 

Faced with this challenge, we conceived, developed and began implementation of our Customer 360O program focusing on re-engaging with customers and improving satisfaction and reputation scores. Central to this was bringing social media closer to our tradition customer touch points with a truly Omni-channel approach to service. In delivering this approach, we embarked on three key social initiatives utilising LSW to deliver a truly exceptional Social Customer Care experience.

 

  1. Filter out the noise: Utilise LSW tags and routing to allow our small customer service team to focus on real customer engagements

 

  1. Prioritise those who need help the most: Energy is an important part of our daily lives. Utilising priority rules in LSW we have refined key word routing to ensure when someone loses their electricity supply or are a vulnerable customer we are able to intervene quickly to help.

 

  1. Reducing repeat contacts: From social listening, we identified a pool of repeat customers. Using LSW we have been able to revise and resolve issues through improved end-2-end case management to minimise the reputational damage from serial dissenters.

 

The most important customer issues we were looking to solve via  Lithium implementation

 

Focusing on delivering excellent customer service on social

We have always had a proud history in delivering exceptional service to our customer and that had been impacted somewhat by the migration to our new billing system. Through social it was important that we re-engaged with our customers and restored their confidence in ScottishPower as their energy provider.

 

By embarking on the Customer 3600 project, we have been able to improve our customer service performance on social dramatically. LSW has been central to this strategy and has provided the platform to re-engage with our customers and restore confidence in our brand. Through the metrics that we track regularly we have seen a significant improvement and with a 13 point improvement in our social sentiment post LSW implementation it is clear that our customers are also seeing the benefits of our enhanced social service.

 

Untitled32.png

 

The robustness and confidence we have been able to install in our team since implementing LSW led us to re-open and cleanse over 2.5k pervious social service cases reducing our repeat contacts by 30% and restore faith in previously dissatisfied customers.

 

Due to our increased focus on measurement and performance management, we have now extended our coverage to 24/7 and our team has trebled in size. Internally Social First is our new approach with Monitor Wall visible in key departments such as THE Digital Innovations team, Customer Services and shared with all appropriate C-Suite leaders.

 

Making it easier to do business with us

In-depth routing and reporting capabilities have allowed us to focus on the root cause issues to drive service improvement. As such, we are now able to embark on a pro-active engagement campaign to educate and help consumers and reduce the need for them to individually contact us.

 

Untitled33.pngUntitled34.png

 

Metrics 

  • Positive and neutral sentiment improved from 77% pre Lithium to 90% post Lithium
  • Repeat social complaints reduced by 30%
  • Average response time for Priority 1 cases reduced from 1 hour to 20 minutes.
  • 80% of mentions responded to in less than 1 hour with 98% within 2 hours.
  • 200 repeat customer cases fully reworked and helped through re-engagement using Lithium
  • Recent Independent Industry benchmarking by Social Bakers showed we had the 2nd highest number of service engagement in the industry (highest of the major suppliers by customer base) yet the fastest response rate of all suppliers
  • Overall Customer Satisfaction scores are improving with the percentage of Very Satisfied increasing by 20 percentage points over the last 6 months

 

 Untitled35.png


Untitled31.pngCompany:  ScottishPower

Entry submitted by: Chris Brennan (Senior Search and Social Strategy Manager - Digital Marketing)

Community: 

https://twitter.com/sp_energypeople

https://twitter.com/ScottishPower

https://www.facebook.com/ScottishPower

Lithy category:  Excellence in Customer Satisfaction

 

ScottishPower supplies energy to over 5 million homes and businesses in the UK, as part of the Iberdrola Group, a global energy company and world leader in wind energy.

 

As the number one European utility by market capitalisation we are helping to change the energy market for the better, driving innovation from the way we generate and supply energy to how we interact with our staff and customers.

 

Social Media is at the heart of our strategic growth and our constant drive to be an Energy company you would be happy to recommend to friends and family.

 

Our  customer satisfaction initiatives: 360o Customer View

 

During 2015, we faced a challenge in managing the perception and reputation of our customer service after a sustained period of instability post implementation of a new Billing and CRM system. Prior to this, our Social Media landscape was a healthy and vibrant small community of engaged advocates. This community rapidly grew and became steadily more negative as customer service complaints and media focus increased. With only two full-time staff operating during business hours our situation quickly became unmanageable and added to the negative perception around ScottishPower at the time.

 

Faced with this challenge, we conceived, developed and began implementation of our Customer 360O program focusing on re-engaging with customers and improving satisfaction and reputation scores. Central to this was bringing social media closer to our tradition customer touch points with a truly Omni-channel approach to service. In delivering this approach, we embarked on three key social initiatives utilising LSW to deliver a truly exceptional Social Customer Care experience.

 

  1. Filter out the noise: Utilise LSW tags and routing to allow our small customer service team to focus on real customer engagements

 

  1. Prioritise those who need help the most: Energy is an important part of our daily lives. Utilising priority rules in LSW we have refined key word routing to ensure when someone loses their electricity supply or are a vulnerable customer we are able to intervene quickly to help.

 

  1. Reducing repeat contacts: From social listening, we identified a pool of repeat customers. Using LSW we have been able to revise and resolve issues through improved end-2-end case management to minimise the reputational damage from serial dissenters.

 

The most important customer issues we were looking to solve via  Lithium implementation

 

Focusing on delivering excellent customer service on social

We have always had a proud history in delivering exceptional service to our customer and that had been impacted somewhat by the migration to our new billing system. Through social it was important that we re-engaged with our customers and restored their confidence in ScottishPower as their energy provider.

 

By embarking on the Customer 3600 project, we have been able to improve our customer service performance on social dramatically. LSW has been central to this strategy and has provided the platform to re-engage with our customers and restore confidence in our brand. Through the metrics that we track regularly we have seen a significant improvement and with a 13 point improvement in our social sentiment post LSW implementation it is clear that our customers are also seeing the benefits of our enhanced social service.

 

Untitled32.png

 

The robustness and confidence we have been able to install in our team since implementing LSW led us to re-open and cleanse over 2.5k pervious social service cases reducing our repeat contacts by 30% and restore faith in previously dissatisfied customers.

 

Due to our increased focus on measurement and performance management, we have now extended our coverage to 24/7 and our team has trebled in size. Internally Social First is our new approach with Monitor Wall visible in key departments such as THE Digital Innovations team, Customer Services and shared with all appropriate C-Suite leaders.

 

Making it easier to do business with us

In-depth routing and reporting capabilities have allowed us to focus on the root cause issues to drive service improvement. As such, we are now able to embark on a pro-active engagement campaign to educate and help consumers and reduce the need for them to individually contact us.

 

Untitled33.pngUntitled34.png

 

Metrics 

  • Positive and neutral sentiment improved from 77% pre Lithium to 90% post Lithium
  • Repeat social complaints reduced by 30%
  • Average response time for Priority 1 cases reduced from 1 hour to 20 minutes.
  • 80% of mentions responded to in less than 1 hour with 98% within 2 hours.
  • 200 repeat customer cases fully reworked and helped through re-engagement using Lithium
  • Recent Independent Industry benchmarking by Social Bakers showed we had the 2nd highest number of service engagement in the industry (highest of the major suppliers by customer base) yet the fastest response rate of all suppliers
  • Overall Customer Satisfaction scores are improving with the percentage of Very Satisfied increasing by 20 percentage points over the last 6 months

 

 Untitled35.png

Status:
2016 Lithy Submission

Lithys 2016: CallidusCloud - Excellence in Custome...

By JaniceK

Lithys 2016: CallidusCloud - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-05-2016 01:45 AM - last edited on ‎05-03-2016 08:42 AM by Moderator Moderator

Untitled.pngCompany: CallidusCloud

Entry submitted by: Lara Golden (Director of Global Community)

Community: CallidusCloud Customer Community

Lithy category: Excellence in Customer Satisfaction

 

CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.

 

Our customer satisfaction initiatives

 

We had three goals when we launched the community in 2014:

  • Reduce support costs by enabling our customers to help themselves
  • Improve customer retention by empowering our users
  • Encourage cross-product adoption by openly sharing product information with all customers

 

The most important customer issue we were looking to solve via Lithium implementation and that makes our approach to customer satisfaction a gold standard in the industry

 

The ultimate goal was to reduce support costs without sacrificing customer success. We are proud to have an award winning Technical Support team, but without a Community and its accompanying Knowledge Base, our customers weren’t able to help themselves. Putting a Lithium implementation in place allows our customers to get the answers they need, either from each other or from the Knowledge Base, without sacrificing the level of support. Choice is good!

 

Our metrics

 

Satisfaction has paralleled use of the community:


 

2014

2015

Percent change

Posts

163

1899

1065%

Kudos

39

384

884%

Accepted Solutions

5

182

3540%

 

Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.

 

Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.

 

dcsUntitled.pngvsvd.png


Untitled.pngCompany: CallidusCloud

Entry submitted by: Lara Golden (Director of Global Community)

Community: CallidusCloud Customer Community

Lithy category: Excellence in Customer Satisfaction

 

CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.

 

Our customer satisfaction initiatives

 

We had three goals when we launched the community in 2014:

  • Reduce support costs by enabling our customers to help themselves
  • Improve customer retention by empowering our users
  • Encourage cross-product adoption by openly sharing product information with all customers

 

The most important customer issue we were looking to solve via Lithium implementation and that makes our approach to customer satisfaction a gold standard in the industry

 

The ultimate goal was to reduce support costs without sacrificing customer success. We are proud to have an award winning Technical Support team, but without a Community and its accompanying Knowledge Base, our customers weren’t able to help themselves. Putting a Lithium implementation in place allows our customers to get the answers they need, either from each other or from the Knowledge Base, without sacrificing the level of support. Choice is good!

 

Our metrics

 

Satisfaction has paralleled use of the community:


 

2014

2015

Percent change

Posts

163

1899

1065%

Kudos

39

384

884%

Accepted Solutions

5

182

3540%

 

Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.

 

Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.

 

dcsUntitled.pngvsvd.png

Status:
2016 Lithy Submission

Lithys 2016: USAA - Excellence in Customer Satisfa...

By JaniceK

Lithys 2016: USAA - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-12-2016 11:56 PM - last edited on ‎05-03-2016 08:39 AM by Moderator Moderator

usaa_0.pngCompany: USAA

Entry submitted by:  Bill Gerth (Director, Social Business)

Community: USAA Community

Lithy category:  Excellence in Customer Satisfaction

 

Organizational Background and Customer Satisfaction Goals

 

USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.

 

Our members were asking for support through their channel of choice and USAA was committed to extending customer care in social networks. Meeting our member’s needs with the immediacy of social customer care is an extension of our commitment to service. USAA recognizes that member care is a mission critical deliverable. “We know what it means to serve” is at the root of everything we do. In 4 months we moved at the speed of social to implement an enterprise platform that would enable the gold standard for member social care.

 

USAA’s 2015 customer care satisfaction goals were to enable an enterprise platform which meets the needs of individual business units in the financial services and insurance industries, address social customer care, member complaint and communications needs, achieve an enterprise SLA of 30 minutes or less, reduce social acknowledgement time by a minimum of 15%, expand social customer care coverage addressing the immediate needs of our membership, reduce enterprise social customer care internal documentation by 25%, enable seamless customer care from social channels to internal CRM processes.

 

Customer Satisfaction and Business Accomplishments with Lithium Implementation

 

  • Through a joint effort with enterprise business partners, calculated planning, resource training and the implementation of LSW for social customer care USAA was able to:
  • Implement an enterprise platform for multiple business units
  • Meet the unique social customer care handling needs of our financial services business partners
  • Train an enterprise workforce of 104 users in 2 days to expand social customer care
  • Establish an enterprise social customer care SLA of less than 30 minutes
  • Reduce social acknowledgement time by 20%; 5% over goal
  • Expand social customer care from 8 business hours to 24x7 coverage
  • Reduce social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95%
  • Establish seamless customer handling from social channels into CRM processes
  • Implement early alert system associated to key business indicators
  • Implement LSW Social Handle USAA CRM Single Member Profile.

 

jn.png

 

USAA has been recognized year over year for our service and commitment to members on traditional communication channels.

 

gw.png

 

 

Our implementation of LSW enabled USAA to meet our member’s social customer service needs with speed and efficiency. The net result is a reduction in time on task for business processes and FTE savings. With LSW USAA has an enterprise solution integrating managed properties like Facebook and Twitter with our Member Community, powered by the Lithium Community Platform. Our Member Community has over 300K members; this owned social property was an integral part of our strategy to maintain superior customer care where members demand our presence. The USAA Member Community has hosted over 8M unique visits with over 35K same session product application completions. 11 major business units at USAA utilize LSW with 6 key financial service business teams interacting with members in social channels on a daily basis.


usaa_0.pngCompany: USAA

Entry submitted by:  Bill Gerth (Director, Social Business)

Community: USAA Community

Lithy category:  Excellence in Customer Satisfaction

 

Organizational Background and Customer Satisfaction Goals

 

USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.

 

Our members were asking for support through their channel of choice and USAA was committed to extending customer care in social networks. Meeting our member’s needs with the immediacy of social customer care is an extension of our commitment to service. USAA recognizes that member care is a mission critical deliverable. “We know what it means to serve” is at the root of everything we do. In 4 months we moved at the speed of social to implement an enterprise platform that would enable the gold standard for member social care.

 

USAA’s 2015 customer care satisfaction goals were to enable an enterprise platform which meets the needs of individual business units in the financial services and insurance industries, address social customer care, member complaint and communications needs, achieve an enterprise SLA of 30 minutes or less, reduce social acknowledgement time by a minimum of 15%, expand social customer care coverage addressing the immediate needs of our membership, reduce enterprise social customer care internal documentation by 25%, enable seamless customer care from social channels to internal CRM processes.

 

Customer Satisfaction and Business Accomplishments with Lithium Implementation

 

  • Through a joint effort with enterprise business partners, calculated planning, resource training and the implementation of LSW for social customer care USAA was able to:
  • Implement an enterprise platform for multiple business units
  • Meet the unique social customer care handling needs of our financial services business partners
  • Train an enterprise workforce of 104 users in 2 days to expand social customer care
  • Establish an enterprise social customer care SLA of less than 30 minutes
  • Reduce social acknowledgement time by 20%; 5% over goal
  • Expand social customer care from 8 business hours to 24x7 coverage
  • Reduce social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95%
  • Establish seamless customer handling from social channels into CRM processes
  • Implement early alert system associated to key business indicators
  • Implement LSW Social Handle USAA CRM Single Member Profile.

 

jn.png

 

USAA has been recognized year over year for our service and commitment to members on traditional communication channels.

 

gw.png

 

 

Our implementation of LSW enabled USAA to meet our member’s social customer service needs with speed and efficiency. The net result is a reduction in time on task for business processes and FTE savings. With LSW USAA has an enterprise solution integrating managed properties like Facebook and Twitter with our Member Community, powered by the Lithium Community Platform. Our Member Community has over 300K members; this owned social property was an integral part of our strategy to maintain superior customer care where members demand our presence. The USAA Member Community has hosted over 8M unique visits with over 35K same session product application completions. 11 major business units at USAA utilize LSW with 6 key financial service business teams interacting with members in social channels on a daily basis.

Status:
2016 Lithy Submission

Lithys 2016: Centrify Corporation - Community Desi...

By JaniceK

Lithys 2016: Centrify Corporation - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-18-2016 03:24 PM - last edited on ‎05-03-2016 08:39 AM by Moderator Moderator

photo.pngCompany: Centrify Corporation

Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program)

Community: Centrify Community

Lithy category: Community Design of the Year

 

Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.

 

Our community goals

 

The Centrify Community’s mission is to provide our customers with a world class peer to peer collaboration space and technical resource center. By doing this, we aim to improve our customer journey by providing them with a positive support experience and deflect support costs. With Centrify’s website re-launch in 2015, we wanted to make sure that the community experience is an extension of our overall digital brand experience. SEO is one of our major go-to market strategies, and the rich technical content in our community is a great way to showcase Centrify’s identity solutions when prospects search for iDaaS solutions. When prospects and customers arrive at our community in search of solutions, we want to provide them with an excellent UX, allowing them to easily collaborate with Centrify Experts and other technical peers.

 

Our unique design elements 

 

Centrify’s new community design is an excellent example of how to maximize screen real-estate utilization while improving aesthetics that’s consistent with the corporate brand. Our re-design mission was centered around two major themes: showcasing the rich community content with a new dynamic home page, and improving UX with a new skin that includes the most useful community elements laid out in a logical and visually pleasing manner.

 

From the top, the hero space of the community utilizes embedded videos to present useful rich media content to community members. In addition, a text announcement bar below the hero space points to the latest community news or notifications.

 

New global navigation lets users access the community from any page without taking up excessive space. We have simplified our community nodes to make it easier for user to get to the conversations they are looking for.

 

Untitled4.png

 

The user alias button acts as an options dropdown, with utility links for users and community dashboard for the community managers. This allows admins and regular users to access these frequently used links on every page.

 

Untitled5.png

 

“Ask the community” widget is a helpful new addition to help users quickly find community answers or post their questions. This widget dynamically display suggestions as the users type their questions. If answers are not found, the question can be quickly posted in the relevant forum.

 

Untitled6.png

 

To showcase our high quality community generated content, we placed 3 new widgets on the home page to show announcements, solutions and recent blogs from community. In addition, latest posts are also shown on the home page and category roots.

 

Untitled7.png

 

A right hand side scrolling marquee with a call to action enables us to promote company events.

 

Untitled8.png

Untitled9.png

 

How we executed our community design

 

We’ve started the re-design project by compiling community user feedback and creating a list of improvements and issues to resolve. The internal community team combined user feedback and industry best practice to create initial wireframes, requirements and node structures for our design and implementation partner Grazitti. With this initial sets of requirements, Grazitti provided us with mockups, feedback and additional recommendation to formulate the final design. Finally, Grazitti rapidly developed the new community design and structure on staging for UAT, and the entire project was done on time and on budget with an extremely aggressive deadline.

 

Our metrics

  • Our new community design was launched on December 20th, 2015.
  • Following are some of the success metrics from 12/21/2015 to 3/7/2016 after launch:
  • 78490 visits, 5.4% year to year increase (from 74,445 a year ago)
  • Forums visit show a larger year-to-year increase at 9% (from 51163 to 55817)
  • New forums topics increased by 38% yty (92 to 127)
  • From 1/1/2015 to 2/29/2015:
  • Registered user sessions (2435) saw an 64% year-to-year increase (up from 1483), showing a much stronger intent to interact.
  • Completed registration also saw a year-to-year growth of 42% (546 from 385 a year ago)

 


photo.pngCompany: Centrify Corporation

Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program)

Community: Centrify Community

Lithy category: Community Design of the Year

 

Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.

 

Our community goals

 

The Centrify Community’s mission is to provide our customers with a world class peer to peer collaboration space and technical resource center. By doing this, we aim to improve our customer journey by providing them with a positive support experience and deflect support costs. With Centrify’s website re-launch in 2015, we wanted to make sure that the community experience is an extension of our overall digital brand experience. SEO is one of our major go-to market strategies, and the rich technical content in our community is a great way to showcase Centrify’s identity solutions when prospects search for iDaaS solutions. When prospects and customers arrive at our community in search of solutions, we want to provide them with an excellent UX, allowing them to easily collaborate with Centrify Experts and other technical peers.

 

Our unique design elements 

 

Centrify’s new community design is an excellent example of how to maximize screen real-estate utilization while improving aesthetics that’s consistent with the corporate brand. Our re-design mission was centered around two major themes: showcasing the rich community content with a new dynamic home page, and improving UX with a new skin that includes the most useful community elements laid out in a logical and visually pleasing manner.

 

From the top, the hero space of the community utilizes embedded videos to present useful rich media content to community members. In addition, a text announcement bar below the hero space points to the latest community news or notifications.

 

New global navigation lets users access the community from any page without taking up excessive space. We have simplified our community nodes to make it easier for user to get to the conversations they are looking for.

 

Untitled4.png

 

The user alias button acts as an options dropdown, with utility links for users and community dashboard for the community managers. This allows admins and regular users to access these frequently used links on every page.

 

Untitled5.png

 

“Ask the community” widget is a helpful new addition to help users quickly find community answers or post their questions. This widget dynamically display suggestions as the users type their questions. If answers are not found, the question can be quickly posted in the relevant forum.

 

Untitled6.png

 

To showcase our high quality community generated content, we placed 3 new widgets on the home page to show announcements, solutions and recent blogs from community. In addition, latest posts are also shown on the home page and category roots.

 

Untitled7.png

 

A right hand side scrolling marquee with a call to action enables us to promote company events.

 

Untitled8.png

Untitled9.png

 

How we executed our community design

 

We’ve started the re-design project by compiling community user feedback and creating a list of improvements and issues to resolve. The internal community team combined user feedback and industry best practice to create initial wireframes, requirements and node structures for our design and implementation partner Grazitti. With this initial sets of requirements, Grazitti provided us with mockups, feedback and additional recommendation to formulate the final design. Finally, Grazitti rapidly developed the new community design and structure on staging for UAT, and the entire project was done on time and on budget with an extremely aggressive deadline.

 

Our metrics

  • Our new community design was launched on December 20th, 2015.
  • Following are some of the success metrics from 12/21/2015 to 3/7/2016 after launch:
  • 78490 visits, 5.4% year to year increase (from 74,445 a year ago)
  • Forums visit show a larger year-to-year increase at 9% (from 51163 to 55817)
  • New forums topics increased by 38% yty (92 to 127)
  • From 1/1/2015 to 2/29/2015:
  • Registered user sessions (2435) saw an 64% year-to-year increase (up from 1483), showing a much stronger intent to interact.
  • Completed registration also saw a year-to-year growth of 42% (546 from 385 a year ago)

 

Status:
2016 Lithy Submission

Lithys 2016: Vodafone Spain - Social ROI Titan

By JaniceK

Lithys 2016: Vodafone Spain - Social ROI Titan

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 03:33 PM - last edited on ‎05-03-2016 08:30 AM by Moderator Moderator

ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community: Foro Vodafone 

Lithy category:  Social ROI Titan

 

Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.

 

Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es

 

Our 2015 goals for our  Lithium-powered community 

 

Our target are:

  • Increase total number of registered users.
  • Increase Community Content counting number of created posts
  • Increase community participation
  • Acquire new “super-users” that help us as community mods.
  • Increase NPS and Employees Resolution Rate.
  • A quality customer care
  • Redirect our customers to the online customer care    

 

Our focus areas and tactics to meet our goals

 

The changes we have made:  

  • New community home: it’s more visual and accessible. We have used click map to detect the hotspots.
  • Launch new mobile version enabling users easier access to the community for smartphones and tablets.
  • New badges for super-users integrated on console.
  • We create content based on Key trends such as movies, series and video games to increase user participation and gain awareness to promote eForum Channel.
  • Our employees are continuously improving their answers and performance to encourage further volume of customers using eForum as the contact mechanism prior to Call Center contacts. 

 

Our results

 

Our achievements during 2015 were:  

  • Nearly 15K new registered users.
  • Over 386 content posts generated by Community Manager to engage users.
  • Almost 4.8 million visits during 2015 and over 100K total posts within the Community.
  • 15% increase on NPS and over 90% resolution rate on our Employees contacts.  

 

a.png


ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community: Foro Vodafone 

Lithy category:  Social ROI Titan

 

Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.

 

Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es

 

Our 2015 goals for our  Lithium-powered community 

 

Our target are:

  • Increase total number of registered users.
  • Increase Community Content counting number of created posts
  • Increase community participation
  • Acquire new “super-users” that help us as community mods.
  • Increase NPS and Employees Resolution Rate.
  • A quality customer care
  • Redirect our customers to the online customer care    

 

Our focus areas and tactics to meet our goals

 

The changes we have made:  

  • New community home: it’s more visual and accessible. We have used click map to detect the hotspots.
  • Launch new mobile version enabling users easier access to the community for smartphones and tablets.
  • New badges for super-users integrated on console.
  • We create content based on Key trends such as movies, series and video games to increase user participation and gain awareness to promote eForum Channel.
  • Our employees are continuously improving their answers and performance to encourage further volume of customers using eForum as the contact mechanism prior to Call Center contacts. 

 

Our results

 

Our achievements during 2015 were:  

  • Nearly 15K new registered users.
  • Over 386 content posts generated by Community Manager to engage users.
  • Almost 4.8 million visits during 2015 and over 100K total posts within the Community.
  • 15% increase on NPS and over 90% resolution rate on our Employees contacts.  

 

a.png

Status:
2016 Lithy Submission

Lithys 2016: SAS - Marketing Champion (2 of 2 entr...

By JaniceK

Lithys 2016: SAS - Marketing Champion (2 of 2 entries)

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎03-31-2016 04:55 PM - last edited on ‎05-03-2016 08:46 AM by Moderator Moderator

a.pngCompany: SAS


Entry submitted by: Shelley Sessoms (Online Community Manager)

Community: SAS Support Communities

Lithy category: Marketing Champion (2 of 2 entries)

 

SAS is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW®.

 

Our Unique Promotion

 

We launched external and internal Super User programs to give a recognition and commitment boost to super active community members. These programs publicly honored our strongest members for their outstanding contributions and gave them tools to expand their community leadership so they can get more out of their community experience – and help the community as a whole.

 

External SAS Super Users felt special because they:

  • Received a badge and special rank icon that appears on their community avatar: Untitled10.png
  • Had access to a private "Super Users" forum, where they can confer with their fellow "supers" and the SAS community managers.
  • Were invited to "Super Users"-only meetings with SAS staff, where they get the inside scoop on SAS communities and other SAS goings-on.
  • Received privileges like moving stray posts to the proper board and marking spam.
  • Received periodic surprise community/SAS swag and personal gifts in the mail. They completed a “What are your favorites” Q/A so we knew what to send them. On their birthdays, we posted a “Happy Birthday” message on the community homepage banner that is visible only to the member with a birthday.

 

Untitled11.png

 

 

Internal SAS Super FREQs (FREQ is a name of a commonly used SAS procedure) received:

 

  • A special rank icon and badge: Untitled12.png
  • Community management rights such as moving stray posts, featuring good ones and editing topics that need clarity.
  • Note of appreciation and thanks to each of their managers.
  • Choice of community swag: branded coffee cup or USB charger.

 Untitled13.pngUntitled14.png

 

Our Promotional Strategy and Tactics

 

We identified our first pool of super members by analyzing community activity from Lithium bulk data. We decided to appoint a new group of Super Users/FREQS every six months and that “alumni” members will be awarded an Emeritus status and special badge. Example for Super Users:Untitled15.png

 

We then defined program parameters like:

  • Guidelines complete with “how-to” instructions for executing special tasks, posted on private board:

Untitled16.png

 

  • Promotions to serve two purposes: recognize super members and elevate awareness of communities in general.

 

Promotional tactics include:

 

Super Users

Untitled17.png

  • Social updates on SAS corporate, user-specific and personal channels like Twitter, LinkedIn, Google+ and Facebook, and external SAS-related communities, using multiple text variations, headlines and this social tile:

Untitled18.png

 

 

Super FREQS:

  • Intranet article that highlighted employee contributions and what it means to participate in the community, including quotes from the Super FREQs themselves on their activity.
  • Intranet video about how being a community star is like being a super hero.

 

Be a Hero

 

 

 

Results

 

Expanded community management coverage

Using bulk data from Lithium, we saw that Super Users acted on new privileges like topic moves. From Feb. 1 – March 27, Super Users moved 92 topics to appropriate boards while the community management team moved 35. What’s more, these moves occurred at all hours of the day/night due to the global scope of our Super Users. In effect, the Super User program allowed for 24/7 community moderation; our Super Users became an extension of the SAS communities team.

 

Our Super Users increased their participation in the communities, as well. Analyzing the 60 days prior to the inception of the Super User program with the 60 days post-program launch we saw:

 

  • Super Users increased their shared content/messages posted between 18-90%.
  • The number of accepted solutions given to Super Users increased between 30%-300%. Yes, you read that right: 300% for one Super User in particular.

 

Super User social sharing of program perks

In one instance, a Super User shared a piece of Super User swag through a creative social update. The swag installment sent to Super Users was a pen made out of reclaimed wood from an old SAS building on campus headquarters. The package included an article about the building’s history and a note from SAS Co-founder and CEO Jim Goodnight. One of the Super Users tweeted about the pen, thanking Dr. Goodnight publicly for the gift.

 

Untitled20.png


a.pngCompany: SAS


Entry submitted by: Shelley Sessoms (Online Community Manager)

Community: SAS Support Communities

Lithy category: Marketing Champion (2 of 2 entries)

 

SAS is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW®.

 

Our Unique Promotion

 

We launched external and internal Super User programs to give a recognition and commitment boost to super active community members. These programs publicly honored our strongest members for their outstanding contributions and gave them tools to expand their community leadership so they can get more out of their community experience – and help the community as a whole.

 

External SAS Super Users felt special because they:

  • Received a badge and special rank icon that appears on their community avatar: Untitled10.png
  • Had access to a private "Super Users" forum, where they can confer with their fellow "supers" and the SAS community managers.
  • Were invited to "Super Users"-only meetings with SAS staff, where they get the inside scoop on SAS communities and other SAS goings-on.
  • Received privileges like moving stray posts to the proper board and marking spam.
  • Received periodic surprise community/SAS swag and personal gifts in the mail. They completed a “What are your favorites” Q/A so we knew what to send them. On their birthdays, we posted a “Happy Birthday” message on the community homepage banner that is visible only to the member with a birthday.

 

Untitled11.png

 

 

Internal SAS Super FREQs (FREQ is a name of a commonly used SAS procedure) received:

 

  • A special rank icon and badge: Untitled12.png
  • Community management rights such as moving stray posts, featuring good ones and editing topics that need clarity.
  • Note of appreciation and thanks to each of their managers.
  • Choice of community swag: branded coffee cup or USB charger.

 Untitled13.pngUntitled14.png

 

Our Promotional Strategy and Tactics

 

We identified our first pool of super members by analyzing community activity from Lithium bulk data. We decided to appoint a new group of Super Users/FREQS every six months and that “alumni” members will be awarded an Emeritus status and special badge. Example for Super Users:Untitled15.png

 

We then defined program parameters like:

  • Guidelines complete with “how-to” instructions for executing special tasks, posted on private board:

Untitled16.png

 

  • Promotions to serve two purposes: recognize super members and elevate awareness of communities in general.

 

Promotional tactics include:

 

Super Users

Untitled17.png

  • Social updates on SAS corporate, user-specific and personal channels like Twitter, LinkedIn, Google+ and Facebook, and external SAS-related communities, using multiple text variations, headlines and this social tile:

Untitled18.png

 

 

Super FREQS:

  • Intranet article that highlighted employee contributions and what it means to participate in the community, including quotes from the Super FREQs themselves on their activity.
  • Intranet video about how being a community star is like being a super hero.

 

Be a Hero

 

 

 

Results

 

Expanded community management coverage

Using bulk data from Lithium, we saw that Super Users acted on new privileges like topic moves. From Feb. 1 – March 27, Super Users moved 92 topics to appropriate boards while the community management team moved 35. What’s more, these moves occurred at all hours of the day/night due to the global scope of our Super Users. In effect, the Super User program allowed for 24/7 community moderation; our Super Users became an extension of the SAS communities team.

 

Our Super Users increased their participation in the communities, as well. Analyzing the 60 days prior to the inception of the Super User program with the 60 days post-program launch we saw:

 

  • Super Users increased their shared content/messages posted between 18-90%.
  • The number of accepted solutions given to Super Users increased between 30%-300%. Yes, you read that right: 300% for one Super User in particular.

 

Super User social sharing of program perks

In one instance, a Super User shared a piece of Super User swag through a creative social update. The swag installment sent to Super Users was a pen made out of reclaimed wood from an old SAS building on campus headquarters. The package included an article about the building’s history and a note from SAS Co-founder and CEO Jim Goodnight. One of the Super Users tweeted about the pen, thanking Dr. Goodnight publicly for the gift.

 

Untitled20.png

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