Lithys: Digital Customer Excellence Awards

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"The Lithys" recognize and celebrate customers that are using Lithium to solve problems, create new products, innovate and engage with their customers at entirely new levels to create true business value.

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

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

The stories are amazing.


 
New Idea
Status:
2013 Lithy Submission

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

By DeniseJ

Company: Google Inc.

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

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

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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


Company: Google Inc.

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

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

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

Status:
2013 Lithy Submission

Lithys 2013: Mozy - Best Community Technical Imple...

By DeniseJ

Lithys 2013: Mozy - Best Community Technical Implementation

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-26-2013 03:28 PM - edited ‎03-01-2013 08:45 AM

Company: Mozy by EMC

Entry submitted by: Zach Moffett (zachm) Community Manager

Community: Mozy Support Community (community.mozy.com)

Lithy category: Best Community Technical Implementation

_________________________________________________

 

Three years ago we created the Mozy community to add a level of support for our customers.  The community has helped decrease the number of support cases that have been created by customers while keeping a high level of customer satisfaction.  We rely on our super users to help answer questions for their peers but we find ourselves asking support agents to answer questions in the community.  We know there will always be a need for Mozy support agents to work with customers but would like the community involvement to answer a majority of the questions.

 

Since we launched our community we have been cultivating users to participate more frequently and with a higher level of knowledge.  We provide knowledgebase articles, tutorials, and technical blogs for them to pull their information from.  This process has helped us further reduce support costs while keeping customer satisfaction over what we agreed to be an acceptable level.  Gamification has been a huge influence on the processes we have implemented to drive this participation.

 

As processes of gamification grow, so does the need to have a leveling system in place. To complement the Lithium rank structure we have implemented a leveling scale that shows the progress to the next rank.  As community members participate and work towards the next level in the community, they can see their progress and have an idea of what it will take to get to the next level. We built a custom slider bar that shows how close the customer is to the next rank.  Once the customer ranks up the slider bar refreshes to show what it takes to get to the next rank.

 

We have also implemented a rank system so community members can start off as a villager and work their way up to cook, ninjas, and eventually the overlord through participation.  We used the default Lithium measurements for the rank system but changed the names and provided corresponding avatars.  For example, when the user reaches the rank of Sensei the new avatar becomes available.  We modified our notifications to not only alert customers that their rank has increased but that they can change their avatar as well.

 

To augment the new features we wanted to provide our community members with more context for the gamification concept. We wrote a story that goes through our protagonist’s life story and how he started off as a lowly villager and through much learning, dedication and will, worked his way up to be the Overlord and eventually the Emperor.  The story can be found at http://community.mozy.com/t5/community-story/ct-p/communitystory . The story changes dynamically as the community member’s rank increases.  If you were to visit this page while not logged in you would not see any information.  If you create an account then you will see the first part of the story.  Once you level up then more of the story will become available. 

 

A member of our staff created all of the avatars along with full size images.  We went through multiple versions of the story but eventually agreed on the story that is now available.  We have had great feedback from our customers and staff members on this process.

 


Company: Mozy by EMC

Entry submitted by: Zach Moffett (zachm) Community Manager

Community: Mozy Support Community (community.mozy.com)

Lithy category: Best Community Technical Implementation

_________________________________________________

 

Three years ago we created the Mozy community to add a level of support for our customers.  The community has helped decrease the number of support cases that have been created by customers while keeping a high level of customer satisfaction.  We rely on our super users to help answer questions for their peers but we find ourselves asking support agents to answer questions in the community.  We know there will always be a need for Mozy support agents to work with customers but would like the community involvement to answer a majority of the questions.

 

Since we launched our community we have been cultivating users to participate more frequently and with a higher level of knowledge.  We provide knowledgebase articles, tutorials, and technical blogs for them to pull their information from.  This process has helped us further reduce support costs while keeping customer satisfaction over what we agreed to be an acceptable level.  Gamification has been a huge influence on the processes we have implemented to drive this participation.

 

As processes of gamification grow, so does the need to have a leveling system in place. To complement the Lithium rank structure we have implemented a leveling scale that shows the progress to the next rank.  As community members participate and work towards the next level in the community, they can see their progress and have an idea of what it will take to get to the next level. We built a custom slider bar that shows how close the customer is to the next rank.  Once the customer ranks up the slider bar refreshes to show what it takes to get to the next rank.

 

We have also implemented a rank system so community members can start off as a villager and work their way up to cook, ninjas, and eventually the overlord through participation.  We used the default Lithium measurements for the rank system but changed the names and provided corresponding avatars.  For example, when the user reaches the rank of Sensei the new avatar becomes available.  We modified our notifications to not only alert customers that their rank has increased but that they can change their avatar as well.

 

To augment the new features we wanted to provide our community members with more context for the gamification concept. We wrote a story that goes through our protagonist’s life story and how he started off as a lowly villager and through much learning, dedication and will, worked his way up to be the Overlord and eventually the Emperor.  The story can be found at http://community.mozy.com/t5/community-story/ct-p/communitystory . The story changes dynamically as the community member’s rank increases.  If you were to visit this page while not logged in you would not see any information.  If you create an account then you will see the first part of the story.  Once you level up then more of the story will become available. 

 

A member of our staff created all of the avatars along with full size images.  We went through multiple versions of the story but eventually agreed on the story that is now available.  We have had great feedback from our customers and staff members on this process.

 

0 Kudos
Status:
2012 Lithy Submission

Lithys 2012: Future Shop Tech Yeah - Best Communit...

By PaulGi

Lithys 2012: Future Shop Tech Yeah - Best Community Technical Implementation

Status: 2012 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎03-30-2012 03:45 PM - last edited on ‎04-30-2012 05:51 PM by JulieH

Company: Future Shop

Entry Submitted by: Laura Buchanan (LauraB) Social Community Specialist

Community: Tech Yeah Community  (community.futureshop.ca)

Lithy Categories: Best Community Technical Implementation


 

Future Shop, Canada’s number one retail website is owned by Best Buy Ltd and operates over 149 of stores. The Tech Yeah Community has existed for nearly 5 years and has served as a space where customers, Product Experts and vendor partners could connect about the latest in technology.

 

Future Shop‘s Product Experts have always played a significant role in shaping the direction of the Community, many of them have been active in the community since the day we launched.

 

When the Future Shop Retail Learning team approached eComm to help find a solution to make training accessible to all Product Experts regardless of their location, leveraging the Community seemed like a natural progression.

 

The FS-training.ca portal was intended as a one stop shop for associates to learn anytime, anywhere (Canada-wide).

 

What was built was a Community within a Community that serves as a hub for all of our store associates. Building fs-training.ca wasn't as simple as throwing up some boards, some significant technical hurdles were overcome to be able to host Flash and create an experience that was meaningful for our associates.

 

In this private community space, our PEs are able to:

 

  • read up on the latest products
  • connect with other associates in their categories from across the country 
  • and even more importantly, it gives them a direct line into the Retail Learning team where they’ve been able to share their ideas and connect with the Retail Learning Specialists supporting them at head office. 

Registering for the Tech Yeah Community is now part of the on-boarding process for every new associate and where they come to learn and share ideas. It's also an easy transition into the public-facing community where we've seen associates jumping in to share their knowledge with our customers.

 

In addition to the Continuous Learning, they also have access to updated Product Knowledge, Sales Culture and Retail Process training. The site is also regularly updated with Peer to Peer Learning in the form of Videos, Tribal Knowledge Base articles, and forum discussions which allows our associates to access their training material while they’re on the go or at home.

 


Company: Future Shop

Entry Submitted by: Laura Buchanan (LauraB) Social Community Specialist

Community: Tech Yeah Community  (community.futureshop.ca)

Lithy Categories: Best Community Technical Implementation


 

Future Shop, Canada’s number one retail website is owned by Best Buy Ltd and operates over 149 of stores. The Tech Yeah Community has existed for nearly 5 years and has served as a space where customers, Product Experts and vendor partners could connect about the latest in technology.

 

Future Shop‘s Product Experts have always played a significant role in shaping the direction of the Community, many of them have been active in the community since the day we launched.

 

When the Future Shop Retail Learning team approached eComm to help find a solution to make training accessible to all Product Experts regardless of their location, leveraging the Community seemed like a natural progression.

 

The FS-training.ca portal was intended as a one stop shop for associates to learn anytime, anywhere (Canada-wide).

 

What was built was a Community within a Community that serves as a hub for all of our store associates. Building fs-training.ca wasn't as simple as throwing up some boards, some significant technical hurdles were overcome to be able to host Flash and create an experience that was meaningful for our associates.

 

In this private community space, our PEs are able to:

 

  • read up on the latest products
  • connect with other associates in their categories from across the country 
  • and even more importantly, it gives them a direct line into the Retail Learning team where they’ve been able to share their ideas and connect with the Retail Learning Specialists supporting them at head office. 

Registering for the Tech Yeah Community is now part of the on-boarding process for every new associate and where they come to learn and share ideas. It's also an easy transition into the public-facing community where we've seen associates jumping in to share their knowledge with our customers.

 

In addition to the Continuous Learning, they also have access to updated Product Knowledge, Sales Culture and Retail Process training. The site is also regularly updated with Peer to Peer Learning in the form of Videos, Tribal Knowledge Base articles, and forum discussions which allows our associates to access their training material while they’re on the go or at home.

 

Status:
2013 Lithy Winner

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

By DeniseJ

Lithys 2013: Cisco - Best Community Technical Implementation

Status: 2013 Lithy Winner
by Lithium Technologies DeniseJ ‎02-12-2013 02:50 PM - edited ‎02-13-2013 09:42 AM

Company: Cisco

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Community Technical Implementation

__________________________________________________

 

Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. From the beginning we wanted an agile space where we could incorporate constant feedback and enhancements. When our community opened for business, it came with an Idea Exchange to solicit any and all feedback from our users. And our users did not disappoint!

 

One of our top priorities is to drive content creation and reuse. We leverage the knowledge of our engineers to create content that not only will help them in addressing their customer issues but ultimately will be externalized to Cisco.com to directly support our customers.

 

With this in mind we developed features to link a support case to a post or an article that assisted an engineer in solving the customers’ issue. In this way we are able to track if that post/article was helpful.

 

We wanted the search engine to be front and center in our workflow, so we implemented a search-before-post feature that surfaces related content – and displays the number of kudos and case links in the results. A version of this feature was later incorporated by Lithium in to the platform.

 

Another exciting feature we introduced is the ability to flag content to be externalized on our main website Cisco.com. Engineers are empowered to create content that will be shared with our customers.

 

We’ve taken Lithium’s reputation system and not only incorporated it into our community, but we’ve added custom elements and added our own attributes to Lithium’s already strong use of formulas for ranking. We've built a customized leader board at the community and at each category level to highlight the accomplishments of our users based on our enriched reputation formulas.

 

The result is a reputation system that effectively implements weighting factors to allow us to emphasize our organizational priorities and provides a checkpoint for our engineers. As we see important behaviors that we want to encourage – providing solutions, creating and publishing articles – we can build additional custom components right into the reputation.

 

This reputation model also feeds into a rich custom metrics portal so engineers can self-evaluate their technical growth as well as arming them with tangible data for performance reviews and career development discussions.  The healthy competition of engineers wanting to show up at the top doesn’t hurt, either Smiley Happy.

 

Our engineers wanted a way to bump a thread without incrementing the reply count, so we implemented a "raise hand" feature that allows a user to draw attention to a thread in progress in order to ask for additional help.

 

The ability to quickly get help from experts and the ease which knowledge can be captured and re-used by others makes Tech Zone the perfect tool for us. I think we should also recognize the [Cisco] and Lithium teams for being so receptive to TAC's feedback and their willingness to tweak/ implement new features, as this is a huge part of what makes Tech Zone successful in my eyes.” – Cisco TAC engineer, Mike Robertson.

 

In order to tap in to the creativity, enthusiasm and technical expertise of our community members, we launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.

 

Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners. Our engineers created some incredible features, such as a Table of Contents option for the rich text editor and a site wide Navigator to enhance the user experience.

 

 

Our community is also an application development platform. In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool; rather it is seamlessly tied to the engineers' workflow and deeply integrated with our case management tool. 

 

 

 

 

 

To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs. This is where our business drives the tool instead of the tool driving the business. No limited capabilities here!


Company: Cisco

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Community Technical Implementation

__________________________________________________

 

Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. From the beginning we wanted an agile space where we could incorporate constant feedback and enhancements. When our community opened for business, it came with an Idea Exchange to solicit any and all feedback from our users. And our users did not disappoint!

 

One of our top priorities is to drive content creation and reuse. We leverage the knowledge of our engineers to create content that not only will help them in addressing their customer issues but ultimately will be externalized to Cisco.com to directly support our customers.

 

With this in mind we developed features to link a support case to a post or an article that assisted an engineer in solving the customers’ issue. In this way we are able to track if that post/article was helpful.

 

We wanted the search engine to be front and center in our workflow, so we implemented a search-before-post feature that surfaces related content – and displays the number of kudos and case links in the results. A version of this feature was later incorporated by Lithium in to the platform.

 

Another exciting feature we introduced is the ability to flag content to be externalized on our main website Cisco.com. Engineers are empowered to create content that will be shared with our customers.

 

We’ve taken Lithium’s reputation system and not only incorporated it into our community, but we’ve added custom elements and added our own attributes to Lithium’s already strong use of formulas for ranking. We've built a customized leader board at the community and at each category level to highlight the accomplishments of our users based on our enriched reputation formulas.

 

The result is a reputation system that effectively implements weighting factors to allow us to emphasize our organizational priorities and provides a checkpoint for our engineers. As we see important behaviors that we want to encourage – providing solutions, creating and publishing articles – we can build additional custom components right into the reputation.

 

This reputation model also feeds into a rich custom metrics portal so engineers can self-evaluate their technical growth as well as arming them with tangible data for performance reviews and career development discussions.  The healthy competition of engineers wanting to show up at the top doesn’t hurt, either Smiley Happy.

 

Our engineers wanted a way to bump a thread without incrementing the reply count, so we implemented a "raise hand" feature that allows a user to draw attention to a thread in progress in order to ask for additional help.

 

The ability to quickly get help from experts and the ease which knowledge can be captured and re-used by others makes Tech Zone the perfect tool for us. I think we should also recognize the [Cisco] and Lithium teams for being so receptive to TAC's feedback and their willingness to tweak/ implement new features, as this is a huge part of what makes Tech Zone successful in my eyes.” – Cisco TAC engineer, Mike Robertson.

 

In order to tap in to the creativity, enthusiasm and technical expertise of our community members, we launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.

 

Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners. Our engineers created some incredible features, such as a Table of Contents option for the rich text editor and a site wide Navigator to enhance the user experience.

 

 

Our community is also an application development platform. In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool; rather it is seamlessly tied to the engineers' workflow and deeply integrated with our case management tool. 

 

 

 

 

 

To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs. This is where our business drives the tool instead of the tool driving the business. No limited capabilities here!

Status:
2012 Lithy Submission

Lithys 2012: Autodesk - Best Community ROI

By PaulGi

Lithys 2012: Autodesk - Best Community ROI

Status: 2012 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎03-28-2012 12:02 PM - last edited on ‎04-30-2012 06:27 PM by JulieH

Company: Autodesk

Entry Submitted by: Brian Kling 

Program Manager, Community & Social Media (bkling)

Community: Autodesk Discussion Groups (http://forums.autodesk.com)

Lithy Categories: Best Business ROI, Best Community Technical Implementation



 

Autodesk has actually had online “discussion groups” for more than 15 years – remember Compuserve?!  In June of 2010 we migrated to the Lithium platform.  Because we already have a well-established community, our focus has been on optimizing our Support and Service participation, getting our organization participate in a sustained manner and to evangelize to our internal business groups how much value this thriving community provides.

 

The Technology Integration Angle

One of our major efforts achieved last year was to answer the question “how do you keep a community open to all customers, but yet provide an enhanced level of customer service to those customers that have paid for an annual Subscription Contract?” 

 

Our solution was to integrate the Lithium platform with our CRM platform (Salesforce). 

 

The key components are:

 

Identify Subscription Customers – this was achieved when we migrated, but using our own SSO and authenticating against our CRM for Subscription Entitlement.  Internally we can see who has an entitlement, and even what level they are on, and a proper role is auto-assigned.  This authentication occurs every time at login.

 

Offer enhanced service – this boiled down to four escalation methods:

 

  • Automated “No Reply” - A question authored by a Subscription Customer is monitored; if no first Reply is received after 24 hours, a linked case is created in Salesforce and routed to the appropriate support queue.
  • Automated “No Solution” – A question authored by a Subscription Customer that has no further Replies for 48 hours and no Accepted Solutions marked will be escalated into Salesforce to determine if help is needed.  An email is sent to customer asking if they need our help, if yes, then case is routed to appropriate support queue.
  • Manual by Author – Premium level Subscription customers have a “Need an Answer” button on any new question they author.  They can escalate prior to the automated options above.
  • Manual by Autodesk - Autodesk staff can escalate any forum thread into Salesforce, for either internal collaboration, large file transfer, sensitive information, product defect tracking, Content Creation flagging, etc.

 

The ROI angle

Proving some ROI to your executive staff is an important part of a Community Strategy.  Not all ROI’s are easy to measure, and every community really has multiple ROI’s, not just on cost, but also brand awareness, advocacy, etc.  This example is just one of the many possible facets.

 

Our communities are mostly based on technical support questions related to our many design products.  Customers paying for Subscription Contracts are welcome to come and participate in our online community, but they also have the right to come directly to our Support staff through Salesforce.  As you can imagine, the cost of a technical, 1:1 interaction is vastly higher than that of a peer-to-peer interaction in an online community.  For us, the calculated cost difference is 1000x – yes, one that’s one thousand!

 

Through SSO we can easily identify which customers posting in our online community have Subscription contracts.  We also regularly survey our customers and ask if their issue was resolved in the community.

 

For Subscription Customers, if they had a resolution, we then ask them if they would have turned to us for 1:1 support if they hadn’t found their answer in the community.  Here is a perfect opportunity to measure how many of these customers achieve a resolution to their issues without needing to come to us on a 1:1 interaction, which is a direct cost savings calculation. 

 

For our community, in 2011 our calculated cost savings was $6.8M dollars.

 


 

This is not all about saving costs, because for lower severity issues that are common to many users, these questions are best served in a public forum where all can then find and benefit from the answers provided.  Further, typically answers come faster from this vast group of community experts, who also know our products better than we do; they use them in the trenches each and every day, in many ways we can’t anticipate or model!

 

For both angles

At Autodesk we use Net Promoter Score (NPS) as a common indicator of customer perceived value in our interactions with them.  In Product Support, we measure this in our 1:1 transactions, online communities as well as customer interactions through our partners worldwide. 

 

Our NPS score for online communities has reached or even at times surpassed the NPS for our Silver Subscription 1:1 transactions and our partner transactions, which proves that customers do assess a high value to their online experience.


Company: Autodesk

Entry Submitted by: Brian Kling 

Program Manager, Community & Social Media (bkling)

Community: Autodesk Discussion Groups (http://forums.autodesk.com)

Lithy Categories: Best Business ROI, Best Community Technical Implementation



 

Autodesk has actually had online “discussion groups” for more than 15 years – remember Compuserve?!  In June of 2010 we migrated to the Lithium platform.  Because we already have a well-established community, our focus has been on optimizing our Support and Service participation, getting our organization participate in a sustained manner and to evangelize to our internal business groups how much value this thriving community provides.

 

The Technology Integration Angle

One of our major efforts achieved last year was to answer the question “how do you keep a community open to all customers, but yet provide an enhanced level of customer service to those customers that have paid for an annual Subscription Contract?” 

 

Our solution was to integrate the Lithium platform with our CRM platform (Salesforce). 

 

The key components are:

 

Identify Subscription Customers – this was achieved when we migrated, but using our own SSO and authenticating against our CRM for Subscription Entitlement.  Internally we can see who has an entitlement, and even what level they are on, and a proper role is auto-assigned.  This authentication occurs every time at login.

 

Offer enhanced service – this boiled down to four escalation methods:

 

  • Automated “No Reply” - A question authored by a Subscription Customer is monitored; if no first Reply is received after 24 hours, a linked case is created in Salesforce and routed to the appropriate support queue.
  • Automated “No Solution” – A question authored by a Subscription Customer that has no further Replies for 48 hours and no Accepted Solutions marked will be escalated into Salesforce to determine if help is needed.  An email is sent to customer asking if they need our help, if yes, then case is routed to appropriate support queue.
  • Manual by Author – Premium level Subscription customers have a “Need an Answer” button on any new question they author.  They can escalate prior to the automated options above.
  • Manual by Autodesk - Autodesk staff can escalate any forum thread into Salesforce, for either internal collaboration, large file transfer, sensitive information, product defect tracking, Content Creation flagging, etc.

 

The ROI angle

Proving some ROI to your executive staff is an important part of a Community Strategy.  Not all ROI’s are easy to measure, and every community really has multiple ROI’s, not just on cost, but also brand awareness, advocacy, etc.  This example is just one of the many possible facets.

 

Our communities are mostly based on technical support questions related to our many design products.  Customers paying for Subscription Contracts are welcome to come and participate in our online community, but they also have the right to come directly to our Support staff through Salesforce.  As you can imagine, the cost of a technical, 1:1 interaction is vastly higher than that of a peer-to-peer interaction in an online community.  For us, the calculated cost difference is 1000x – yes, one that’s one thousand!

 

Through SSO we can easily identify which customers posting in our online community have Subscription contracts.  We also regularly survey our customers and ask if their issue was resolved in the community.

 

For Subscription Customers, if they had a resolution, we then ask them if they would have turned to us for 1:1 support if they hadn’t found their answer in the community.  Here is a perfect opportunity to measure how many of these customers achieve a resolution to their issues without needing to come to us on a 1:1 interaction, which is a direct cost savings calculation. 

 

For our community, in 2011 our calculated cost savings was $6.8M dollars.

 


 

This is not all about saving costs, because for lower severity issues that are common to many users, these questions are best served in a public forum where all can then find and benefit from the answers provided.  Further, typically answers come faster from this vast group of community experts, who also know our products better than we do; they use them in the trenches each and every day, in many ways we can’t anticipate or model!

 

For both angles

At Autodesk we use Net Promoter Score (NPS) as a common indicator of customer perceived value in our interactions with them.  In Product Support, we measure this in our 1:1 transactions, online communities as well as customer interactions through our partners worldwide. 

 

Our NPS score for online communities has reached or even at times surpassed the NPS for our Silver Subscription 1:1 transactions and our partner transactions, which proves that customers do assess a high value to their online experience.

0 Kudos
Status:
2012 Lithy Submission

Lithys 2012: Tagged.com: Best New Community | Best...

By PaulGi

Company: Tagged

Entry Submitted by: Matthew Savage (msavage)

Community: Tagged (help.tagged.com)

Lithy Categories: Best New Community, Best Business ROI, Best Community Technical Integration

Community Launched: 26 Sept 2011

 


Tagged's Community, launched in late September 2011, is one of our proudest achievements of the year.

 

We wanted to provide our users with a venue to ask questions, crowdsource solutions, suggest ideas, report bugs and read updates about important changes to the site.

 

With the power of Lithium's platform and expertise, our small team of 2-3 people implemented a customized solution that supported all of those goals and integrated with a number of other systems and products.

 

We've organized our Community into five main areas to allow users to communicate with us and each other:

 

  1. Forums- for user support and discussion
  2. FAQs- to answer popular user questions
  3. Ideas- to listen to user suggestions and potential improvements
  4. Bugs- for users to report site issues and view resolution statuses
  5. News- to broadcast information about important events and changes to our site

 

Integration into other systems was another key goal of this project and we've successfully leveraged Lithium to authenticate and interact with our login process, global navigation bar, games, contact form and ticketing system.

 

Users are logged into Lithium via SSO- all they need to do is pick a nickname and they're ready to post! They can also use our overall site nav. bar from any Lithium URL.

 

We've created landing pages for each of our main game titles so that players can easily access the corresponding forums, ideas, FAQs and bugs for their favorite Tagged games.

 

Perhaps our crowning achievement is the integration with Parature, our ticketing system. We've maintained consistent UI across on our contact form, so users have the option to jump from the Community to contact us directly. In addition, community posts that require personal support can be escalated directly to a queue in our ticketing system in 2 simple clicks! This allows our agents to respond publicly to posts or take the discussion to a private email when necessary.

 

This solution has vastly increased our ability to provide excellent customer support, as solutions can be provided by our agents or other members of the Community with ease.

 

Results:

Five month in, the stats have been amazing. In the first three weeks of February, we've averaged almost 95,000 page views/day and nearly 285,000 post views/day.

 

Just last week, we set our Q&A app as our default Facebook page tab and saw search metrics soar exponentially as those users also harnessed the power of our expanding body of content! Most importantly, we're glad to report that our users view over 2,000 marked solutions each day!

 

This sustained growth each month has been great to see and we're quite excited about future plans to engage and utilize the full arsenal of our Community as we progress.

 

We're incredibly proud of what we've created and hope to continue building an amazing destination for our users, developers and support agents to interact!

 

    


Company: Tagged

Entry Submitted by: Matthew Savage (msavage)

Community: Tagged (help.tagged.com)

Lithy Categories: Best New Community, Best Business ROI, Best Community Technical Integration

Community Launched: 26 Sept 2011

 


Tagged's Community, launched in late September 2011, is one of our proudest achievements of the year.

 

We wanted to provide our users with a venue to ask questions, crowdsource solutions, suggest ideas, report bugs and read updates about important changes to the site.

 

With the power of Lithium's platform and expertise, our small team of 2-3 people implemented a customized solution that supported all of those goals and integrated with a number of other systems and products.

 

We've organized our Community into five main areas to allow users to communicate with us and each other:

 

  1. Forums- for user support and discussion
  2. FAQs- to answer popular user questions
  3. Ideas- to listen to user suggestions and potential improvements
  4. Bugs- for users to report site issues and view resolution statuses
  5. News- to broadcast information about important events and changes to our site

 

Integration into other systems was another key goal of this project and we've successfully leveraged Lithium to authenticate and interact with our login process, global navigation bar, games, contact form and ticketing system.

 

Users are logged into Lithium via SSO- all they need to do is pick a nickname and they're ready to post! They can also use our overall site nav. bar from any Lithium URL.

 

We've created landing pages for each of our main game titles so that players can easily access the corresponding forums, ideas, FAQs and bugs for their favorite Tagged games.

 

Perhaps our crowning achievement is the integration with Parature, our ticketing system. We've maintained consistent UI across on our contact form, so users have the option to jump from the Community to contact us directly. In addition, community posts that require personal support can be escalated directly to a queue in our ticketing system in 2 simple clicks! This allows our agents to respond publicly to posts or take the discussion to a private email when necessary.

 

This solution has vastly increased our ability to provide excellent customer support, as solutions can be provided by our agents or other members of the Community with ease.

 

Results:

Five month in, the stats have been amazing. In the first three weeks of February, we've averaged almost 95,000 page views/day and nearly 285,000 post views/day.

 

Just last week, we set our Q&A app as our default Facebook page tab and saw search metrics soar exponentially as those users also harnessed the power of our expanding body of content! Most importantly, we're glad to report that our users view over 2,000 marked solutions each day!

 

This sustained growth each month has been great to see and we're quite excited about future plans to engage and utilize the full arsenal of our Community as we progress.

 

We're incredibly proud of what we've created and hope to continue building an amazing destination for our users, developers and support agents to interact!

 

    

Status:
2013 Lithy Submission

Lithys 2013: Groupe Casino - Best Community Techni...

By DeniseJ

Lithys 2013: Groupe Casino - Best Community Technical Implementation

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-14-2013 02:18 PM - edited ‎02-21-2013 08:00 AM

Company: Groupe Casino

Entry submitted by: Henrik Perrochon (Henrik) C'Vous Co-founder

Community: C'Vous (www.cvous.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

In February 2012, we launched Cvous.com, the 1st community in France where customers can interact to create products and services for our stores. We had already thought about the design of our community and its user interface when we started working with Lithium. We wanted every C’Vous member to be able to contribute easily from the member’s page and from the website home page.

 

 

To reach these goals, we’ve created many different custom components. Within the first year, the community grew significantly and with the number of posts increasing it began to be difficult for the members to follow comments and reply to their ideas or forum messages. To improve our members’ experience, we decided to implement a system of notifications. Every time they have a new rank or when other members give kudos or comment an idea or a forum board they have initiated, they get alerts in their notification system. 

 

 

 

 

We recently launched C’Vos recettes where members can post recipes and add the ingredients they need directly to their online shopping cart. To enable them to add recipes, we created a specific idea post page in which the community member can enter a title, ingredients and instructions. This page was technically mandatory to enable the external widget to transform any member’s recipe into a list of ingredients to order. It configures the post to look like a recipe to help the user writing its recipe.

 

 

On the C’Vos recettes’ post page, ingredients (“40g of dark chocolate”) are turned into generic ingredients (“chocolate”) which are automatically identified as labels and tags. This makes it possible to filter all recipes by ingredient. In the future, we will launch a mobile application that will allow our customers to scan a product in stores and display all related recipes available on C’Vous.

 

 


Company: Groupe Casino

Entry submitted by: Henrik Perrochon (Henrik) C'Vous Co-founder

Community: C'Vous (www.cvous.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

In February 2012, we launched Cvous.com, the 1st community in France where customers can interact to create products and services for our stores. We had already thought about the design of our community and its user interface when we started working with Lithium. We wanted every C’Vous member to be able to contribute easily from the member’s page and from the website home page.

 

 

To reach these goals, we’ve created many different custom components. Within the first year, the community grew significantly and with the number of posts increasing it began to be difficult for the members to follow comments and reply to their ideas or forum messages. To improve our members’ experience, we decided to implement a system of notifications. Every time they have a new rank or when other members give kudos or comment an idea or a forum board they have initiated, they get alerts in their notification system. 

 

 

 

 

We recently launched C’Vos recettes where members can post recipes and add the ingredients they need directly to their online shopping cart. To enable them to add recipes, we created a specific idea post page in which the community member can enter a title, ingredients and instructions. This page was technically mandatory to enable the external widget to transform any member’s recipe into a list of ingredients to order. It configures the post to look like a recipe to help the user writing its recipe.

 

 

On the C’Vos recettes’ post page, ingredients (“40g of dark chocolate”) are turned into generic ingredients (“chocolate”) which are automatically identified as labels and tags. This makes it possible to filter all recipes by ingredient. In the future, we will launch a mobile application that will allow our customers to scan a product in stores and display all related recipes available on C’Vous.

 

 

0 Kudos
Status:
2012 Lithy Submission

Lithys 2012: A1 Telekom Austria - Best New Communi...

By PaulGi

Lithys 2012: A1 Telekom Austria - Best New Community

Status: 2012 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎03-27-2012 01:48 PM - last edited on ‎04-30-2012 05:55 PM by JulieH

Company: A1 Telekom Austria

Entry Submitted by: Claudia Religa Customer Interaction Manager (A1_Claudia)

Community: A1 Telekom (http://www.a1community.net)

Community Launch Date: 16 November 2011

Lithy Categories: Best New Community, Best Social Customer Experience Program, Best Business ROI, Best Community Technical Implementation



The A1 Telekom Support Community - A vital community for our customers

 

The vision for our new state of the art support community was to build a vital community for customers, available 24/7 all over the world. We see the community as a steadily growing platform, which we develop in cooperation with our users in constant game workshops. In only 40 days the community was ready to go live after a beta test with 450 postings in just three days and 16 community members providing testimonials. 

 

We are building the community around the needs of its members – to motivate our users to help and support the community we started an incentive program:

 

  • Users are given the opportunity to customize their profiles with special signatures. We added icons that show the status of the community member – our most active users have earned VIP ranking. Ongoing improvements and changes are communicated transparently to the community users on our community events board.

 

A team of employees service the community. The moderators provide support when needed and brand-new information and updates on certain topics.

 

We take the customer feedback seriously and use it to steadily develop our services, products and solutions.Together with our super fans we developed a brand new design for our community homepage which will be implemented shortly.

 

We also launched the idea module - the target of the project is to develop a new concept for simplified use of the “Mein A1” page in cooperation with the support community users.

 

The benefits for our customers are:

 

  • the opportunity to take part in an innovation process
  • possible realization of user ideas
  • to exchange thoughts and ideas with other users
  • incentives for participating

How we benefit:

  • communication with users
  • interaction with the support community
  • identification of consumer needs
  • opportunity to integrate consumers into the realization process

 

The project itself and the output from the workshops around “Mein A1” are continually promoted on facebook and in the community.

 

The new A1 support community is directly linked to our A1 blog. It was created as a platform for both community members and product managers to release product news, features and tips and tricks regarding our portfolio.

 

The A1 blog is a category, where we can cover a lot of successful stories for interacting with customers, e.g. our popular smartphone test reports written by our community members.

 

 

 

 

 

 

 

 

 

Crossover Solutions for Customer Service Communication and Crowdsourcing


To guarantee the best social brand experience we are linking different channels with each other.

 

www.a1.net – the Lithium newsfeed on our portal

  • The FAQs and the company's support community are integrated via tabs onto our facebook fan page – which means: one database manages all user postings. Facebook users have access to the support community in real time to knowledge without a login. 
  • The fictional figure “Robert Hauser” takes care of customer support on the facebook wall – behind the figure are employees from our service team, who answer user questions on any kind of topic. With 160,179 fans after starting our facebook fanpage two years ago we are ranked second in the German-speaking TELCO provider area.

 

  • By implementing our own facebook CMS, we were able to design our very own application and multimedia info sites for lotteries, promotions, company news, etc.
  • On YouTube, we are the only provider in Austria with a branded channel. We provide short movies about our products and solutions. We also provide inhouse produced A1 video guides. The video guide with the most views ranks around 252,508 views. For sharing YouTube videos we offer our community members a share button.

 

Output from our A1 blog is posted on facebook. 

 

Our Technical Implementation


Deep Integration into Portal SSO

The A1 community has been tightly linked to the portal SSO. While it does not require you to log in as long as you’re only browsing, logging in is a requirement for all actions like posting or replying.

 

To enable this integration we developed a mechanism where the Lithium server would “talk” to our SSO servers “behind the curtain” to retrieve the login data of the current user. Thanks to Lithium's ability to support different channels (web, facebook, mobile) this approach works for all of these.

 

Deep Integration with User Data

As the community integrates with our SSO this demands that user data is maintained by the A1.net authentication systems. Thus, user data (e-mail and nickname) cannot be edited within the Lithium community but need to be managed by the A1 portal.

 

For this a similar mechanism to the above mentioned SSO handshake has been developed, where Lithium redirects the user to the appropriate A1.net application, and the “behind the curtains” handshake reflects any changes immediately back to the community. Again this approach works transparently for all of the available channels.

 

Deep Integration into A1.net look & feel

The marketing requirements demand that the community should look & feel as part of the A1.net portal, the fact that it is cloud-based should not disturb the user’s perception of a common portal experience.

 

The HTML framework that makes up the portal look & feel had to be the foundation of the web-based channel of the community presentation. Together with Lithium we were able to link the existing A1.net framework with the flexible HTML construct that’s provided by Lithium, successfully offering our users a continuous experience. In our service box we can also embed YouTube videos from our branded channel.

 

Integration of Social Media Buttons

Of course sharing of content is very important for a vital community. Therefore we implemented Social Media sharing buttons such as facebook Like, Google+, Twitter in user postings.

 

 

Our Business ROI

Since our launch on the 16th of November, 2011 the community KPIs increased steadily. Our continous online survey proofs that we are constantly saving customer support cases (email, call, letters).

 

Compared to our competitors A1 has the biggest and most active community in Austria.

 

0

 

We created a short video to highlight our A1 Social Media success story since spring last year.

 

 


Company: A1 Telekom Austria

Entry Submitted by: Claudia Religa Customer Interaction Manager (A1_Claudia)

Community: A1 Telekom (http://www.a1community.net)

Community Launch Date: 16 November 2011

Lithy Categories: Best New Community, Best Social Customer Experience Program, Best Business ROI, Best Community Technical Implementation



The A1 Telekom Support Community - A vital community for our customers

 

The vision for our new state of the art support community was to build a vital community for customers, available 24/7 all over the world. We see the community as a steadily growing platform, which we develop in cooperation with our users in constant game workshops. In only 40 days the community was ready to go live after a beta test with 450 postings in just three days and 16 community members providing testimonials. 

 

We are building the community around the needs of its members – to motivate our users to help and support the community we started an incentive program:

 

  • Users are given the opportunity to customize their profiles with special signatures. We added icons that show the status of the community member – our most active users have earned VIP ranking. Ongoing improvements and changes are communicated transparently to the community users on our community events board.

 

A team of employees service the community. The moderators provide support when needed and brand-new information and updates on certain topics.

 

We take the customer feedback seriously and use it to steadily develop our services, products and solutions.Together with our super fans we developed a brand new design for our community homepage which will be implemented shortly.

 

We also launched the idea module - the target of the project is to develop a new concept for simplified use of the “Mein A1” page in cooperation with the support community users.

 

The benefits for our customers are:

 

  • the opportunity to take part in an innovation process
  • possible realization of user ideas
  • to exchange thoughts and ideas with other users
  • incentives for participating

How we benefit:

  • communication with users
  • interaction with the support community
  • identification of consumer needs
  • opportunity to integrate consumers into the realization process

 

The project itself and the output from the workshops around “Mein A1” are continually promoted on facebook and in the community.

 

The new A1 support community is directly linked to our A1 blog. It was created as a platform for both community members and product managers to release product news, features and tips and tricks regarding our portfolio.

 

The A1 blog is a category, where we can cover a lot of successful stories for interacting with customers, e.g. our popular smartphone test reports written by our community members.

 

 

 

 

 

 

 

 

 

Crossover Solutions for Customer Service Communication and Crowdsourcing


To guarantee the best social brand experience we are linking different channels with each other.

 

www.a1.net – the Lithium newsfeed on our portal

  • The FAQs and the company's support community are integrated via tabs onto our facebook fan page – which means: one database manages all user postings. Facebook users have access to the support community in real time to knowledge without a login. 
  • The fictional figure “Robert Hauser” takes care of customer support on the facebook wall – behind the figure are employees from our service team, who answer user questions on any kind of topic. With 160,179 fans after starting our facebook fanpage two years ago we are ranked second in the German-speaking TELCO provider area.

 

  • By implementing our own facebook CMS, we were able to design our very own application and multimedia info sites for lotteries, promotions, company news, etc.
  • On YouTube, we are the only provider in Austria with a branded channel. We provide short movies about our products and solutions. We also provide inhouse produced A1 video guides. The video guide with the most views ranks around 252,508 views. For sharing YouTube videos we offer our community members a share button.

 

Output from our A1 blog is posted on facebook. 

 

Our Technical Implementation


Deep Integration into Portal SSO

The A1 community has been tightly linked to the portal SSO. While it does not require you to log in as long as you’re only browsing, logging in is a requirement for all actions like posting or replying.

 

To enable this integration we developed a mechanism where the Lithium server would “talk” to our SSO servers “behind the curtain” to retrieve the login data of the current user. Thanks to Lithium's ability to support different channels (web, facebook, mobile) this approach works for all of these.

 

Deep Integration with User Data

As the community integrates with our SSO this demands that user data is maintained by the A1.net authentication systems. Thus, user data (e-mail and nickname) cannot be edited within the Lithium community but need to be managed by the A1 portal.

 

For this a similar mechanism to the above mentioned SSO handshake has been developed, where Lithium redirects the user to the appropriate A1.net application, and the “behind the curtains” handshake reflects any changes immediately back to the community. Again this approach works transparently for all of the available channels.

 

Deep Integration into A1.net look & feel

The marketing requirements demand that the community should look & feel as part of the A1.net portal, the fact that it is cloud-based should not disturb the user’s perception of a common portal experience.

 

The HTML framework that makes up the portal look & feel had to be the foundation of the web-based channel of the community presentation. Together with Lithium we were able to link the existing A1.net framework with the flexible HTML construct that’s provided by Lithium, successfully offering our users a continuous experience. In our service box we can also embed YouTube videos from our branded channel.

 

Integration of Social Media Buttons

Of course sharing of content is very important for a vital community. Therefore we implemented Social Media sharing buttons such as facebook Like, Google+, Twitter in user postings.

 

 

Our Business ROI

Since our launch on the 16th of November, 2011 the community KPIs increased steadily. Our continous online survey proofs that we are constantly saving customer support cases (email, call, letters).

 

Compared to our competitors A1 has the biggest and most active community in Austria.

 

0

 

We created a short video to highlight our A1 Social Media success story since spring last year.

 

 

Status:
2013 Lithy Submission

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

By DeniseJ

Company: Telstra Corp

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

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

 

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

 

 

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

 

 

 

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

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Later this year we will also be introducing

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

 


Company: Telstra Corp

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

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

 

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

 

 

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

 

 

 

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

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Later this year we will also be introducing

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

 

Status:
2012 Lithy Submission

Lithys 2012: Skype - Best Social Customer Experien...

By PaulGi

Company: Skype

Entry Submitted by: Claudius Henrichs (Claudius) Community Manager

Community: Skype Support Network  (community.skype.com)

Lithy Categories: Best Business ROI, Best Global Implementation


The Skype Support Network, launched in June 2011, is Skype’s peer-to-peer support community and provides a direct channel for feedback and exchange between our users and product teams.


What happens if you flip on all switches “Community” and put the spotlight on a previously hidden tech support forum? We did just that and turned it into a vibrant location for exchange around everything Skype. Within just over 7 months page views skyrocketed and have more than doubled. A highly engaged, dedicated user base presented with the right tools utilize them every day now to improve theirs and other’s Skype experience.

 

Several aspects lead to the huge success – both outside and inside the company – of this project, each itself worth highlighting.

 

Best Global Implementation

Reflecting our truly global product we launched the community in eight languages. The landing page was designed to showcase our language communities and the latest activities and hot topics in each of those. Our visitors appreciated the fact that they could exchange in their language and within days we had Super Users covering all time zones around the world

 

Best Social Customer Experience Program

Making the community a place you wanted to stay and return to was our primary goal. That’s why we came up with several programs that rewarded visitors. The Community News highlight weekly activity, discussions and user participation. The highlighted user and topic of the week invited users to stay while longer and engage in the conversation.

 

We are most proud about our #SkypeTalks live events: Questions raised simultanousy via a dedicated community board and Twitter were replied on by product managers inside Skype. This helped prioritize the next developments sprints through the insight gained and gave the user a very rewarding feedback experience. And in the end it raised awareness of our product features.

 

Eventually the community has helped us identify and resolve new product issues within 24 hours of launch that would normally have taken days. E.g. the community compiled a list of problematic devices with regards to video calling on Android. Based on that we were able to issue a hotfix within days after our initial release. This extended the list of supported devices and thereby consumer satisfaction.

 

Best New Community

Already the first week after the launch in June 2011 our Community Health Index passed 600 and it’s rise has not stopped yet. We have since passed a score of 700 which put us in line with other Lithium established communities that have been developing for much longer than the 7 months we did.

 

But the CHI is more than just a number: It reflects that our users are on average getting a reply quicker than via our own customer service. In the majority of cases even answering their question right away providing is with a first contact resolution rate of around 70%. We now engage 3 Million users per month, growing 10% month over month since last June.

 

Best Community Technical Implementation

Another goal of the community switch was to offer answers on new and trending support questions faster and deliver them on a more direct channel.

 

We achieved that by integrating helpful content (Accepted Solutions) and related topics to our existing copywriter authored knowledge base content on our Skype Support page. A category based selection logic ensures the related topics are pulled from the correct board.

 

It works as an additional motivational factor to our Super User: “Great to have our work surfaced to more users to get their problems solved”. Eventually this integration serves as an attractive entry point to join the community discussion with latest stats reflecting the activity taking place.

 

Behind the curtain we also made full use of the Single-Sign-On feature in Lithium. It is not only used for authenticating users to access with their Skype Name, but we also implemented a tight integration allowing Skype Customer Service staff to one-click quickly check back office user data for cases escalated from the community. The sleek integration ensured the feature to be attractive in everyday use.

 

Best Business ROI

Best of all we were pleased to see a 10% reduction in our traditional support costs through reduced number of contacts that we could relate to the introduction of the new Lithium community platform. Much harder to quantify but definitely present are the revenue improvements gained from the increased customer satisfaction through the product improvements we could introduce based on the community feedback. Compared to previous methods if gathering feedback (e.g. through web based forms) the round trip time is much shorter and we can react quicker.

 

Best SuperFan Story or Insight

In the end the whole community stands or falls with our dedicated Super Users sharing their expert knowledge and creative solutions on using our products. They have spent 1½ years online time on their community while it had not even had it’s own birthday yet. During that time they contributed 14% of all content including 38% of the very valuable accepted solutions. As a token of appreciation we highlighted five of them in our end of year awards on our Community news blog with a short interview and portrait.

 

Our stellar Super User goes by the nickname “TheUberOverLord”, is a self-proclaimed “White Hat” computer expert and contributed 5% of all posts since the launch. His engagement inspired several other users to become engaged and eventually Super users as well.

 

I want to close with inviting you all to our community and taking this opportunity to thank our community members for their passion and engagement that makes this such a success. We are entering this award as a way of saying thanks to our Super Users!



Company: Skype

Entry Submitted by: Claudius Henrichs (Claudius) Community Manager

Community: Skype Support Network  (community.skype.com)

Lithy Categories: Best Business ROI, Best Global Implementation


The Skype Support Network, launched in June 2011, is Skype’s peer-to-peer support community and provides a direct channel for feedback and exchange between our users and product teams.


What happens if you flip on all switches “Community” and put the spotlight on a previously hidden tech support forum? We did just that and turned it into a vibrant location for exchange around everything Skype. Within just over 7 months page views skyrocketed and have more than doubled. A highly engaged, dedicated user base presented with the right tools utilize them every day now to improve theirs and other’s Skype experience.

 

Several aspects lead to the huge success – both outside and inside the company – of this project, each itself worth highlighting.

 

Best Global Implementation

Reflecting our truly global product we launched the community in eight languages. The landing page was designed to showcase our language communities and the latest activities and hot topics in each of those. Our visitors appreciated the fact that they could exchange in their language and within days we had Super Users covering all time zones around the world

 

Best Social Customer Experience Program

Making the community a place you wanted to stay and return to was our primary goal. That’s why we came up with several programs that rewarded visitors. The Community News highlight weekly activity, discussions and user participation. The highlighted user and topic of the week invited users to stay while longer and engage in the conversation.

 

We are most proud about our #SkypeTalks live events: Questions raised simultanousy via a dedicated community board and Twitter were replied on by product managers inside Skype. This helped prioritize the next developments sprints through the insight gained and gave the user a very rewarding feedback experience. And in the end it raised awareness of our product features.

 

Eventually the community has helped us identify and resolve new product issues within 24 hours of launch that would normally have taken days. E.g. the community compiled a list of problematic devices with regards to video calling on Android. Based on that we were able to issue a hotfix within days after our initial release. This extended the list of supported devices and thereby consumer satisfaction.

 

Best New Community

Already the first week after the launch in June 2011 our Community Health Index passed 600 and it’s rise has not stopped yet. We have since passed a score of 700 which put us in line with other Lithium established communities that have been developing for much longer than the 7 months we did.

 

But the CHI is more than just a number: It reflects that our users are on average getting a reply quicker than via our own customer service. In the majority of cases even answering their question right away providing is with a first contact resolution rate of around 70%. We now engage 3 Million users per month, growing 10% month over month since last June.

 

Best Community Technical Implementation

Another goal of the community switch was to offer answers on new and trending support questions faster and deliver them on a more direct channel.

 

We achieved that by integrating helpful content (Accepted Solutions) and related topics to our existing copywriter authored knowledge base content on our Skype Support page. A category based selection logic ensures the related topics are pulled from the correct board.

 

It works as an additional motivational factor to our Super User: “Great to have our work surfaced to more users to get their problems solved”. Eventually this integration serves as an attractive entry point to join the community discussion with latest stats reflecting the activity taking place.

 

Behind the curtain we also made full use of the Single-Sign-On feature in Lithium. It is not only used for authenticating users to access with their Skype Name, but we also implemented a tight integration allowing Skype Customer Service staff to one-click quickly check back office user data for cases escalated from the community. The sleek integration ensured the feature to be attractive in everyday use.

 

Best Business ROI

Best of all we were pleased to see a 10% reduction in our traditional support costs through reduced number of contacts that we could relate to the introduction of the new Lithium community platform. Much harder to quantify but definitely present are the revenue improvements gained from the increased customer satisfaction through the product improvements we could introduce based on the community feedback. Compared to previous methods if gathering feedback (e.g. through web based forms) the round trip time is much shorter and we can react quicker.

 

Best SuperFan Story or Insight

In the end the whole community stands or falls with our dedicated Super Users sharing their expert knowledge and creative solutions on using our products. They have spent 1½ years online time on their community while it had not even had it’s own birthday yet. During that time they contributed 14% of all content including 38% of the very valuable accepted solutions. As a token of appreciation we highlighted five of them in our end of year awards on our Community news blog with a short interview and portrait.

 

Our stellar Super User goes by the nickname “TheUberOverLord”, is a self-proclaimed “White Hat” computer expert and contributed 5% of all posts since the launch. His engagement inspired several other users to become engaged and eventually Super users as well.

 

I want to close with inviting you all to our community and taking this opportunity to thank our community members for their passion and engagement that makes this such a success. We are entering this award as a way of saying thanks to our Super Users!


Status:
2013 Lithy Submission

Lithys 2013: YouSendIt - Best Community Technical ...

By DeniseJ

Company: YouSendIt

Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

At YouSendIt, we really wanted a strong customer experience.  And given our many types of customers, customization was definitely necessary.  We customized the community in three unique ways:

 

1) Our Contact Us form.  We have multiple ways the customer can contact us (email, live chat, call, search knowledge base, open discussion thread).  This is all based on permissions (free, paid, enterprise).  It was important to serve up the right options based on the type of customer asking for support.  We needed to make the page smart to manage these permissions - which required customization. 

 

                          Customized contact us forms based on customer type

 

2)  Integrated search and chat integration.  We believe we’ve provided a revolutionary and elegant support contact form.  When a user clicks contact support they are presented with a page tailored for them depending upon what kind of customer they are (consumer, enterprise, other), and as they type into the subject line we instantly serve up answers based on articles in our knowledgebase and community.   We recently switched to Zendesk as our ticketing system and rolled out chat-based support. As part of the rollout - we incorporated chat features directly into the contact form.  The integration built by cloudsquads seamlessly transfers the user name and email Id along with the post content and creates a chat session.  From the customers’ perspective, once they’ve completed the form, they can opt to email or live chat without reentering information.  From our agents’ perspective, they’re able to get the customer information along with the context of the issue right from the Lithium form, and directly into our backend chat tool.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

3) Site Status Page. Our customers rely on us to share large amounts of information quickly, securely, and reliably, thus service availability is critical to their business.  We tied our service availability status indicator to the community experience - thus enabling real-time status push to our millions of subscribers. 

 

Our Site Status Page is housed on Lithium as a custom blog.  There are several key features that CloudSquads customized to make this very unique.  The main page shows the most current “blog entry” which is our latest status, and a user can look at the history of blog posts to see our site status history.  Additionally, we’ve provided a subscription widget so that users can subscribe and be notified whenever new site information is posted.  Finally, we then have multiple other locations in our community, such as the “quick help” section on the main support page, that check the most current blog post and dynamically display the appropriate site status depending on a tag.  These features allow us to very quickly update multiple locations on our site during maintenance or an event, and simultaneously notify our customers which helps us proactively avoid deluge of support queries.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



Company: YouSendIt

Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

At YouSendIt, we really wanted a strong customer experience.  And given our many types of customers, customization was definitely necessary.  We customized the community in three unique ways:

 

1) Our Contact Us form.  We have multiple ways the customer can contact us (email, live chat, call, search knowledge base, open discussion thread).  This is all based on permissions (free, paid, enterprise).  It was important to serve up the right options based on the type of customer asking for support.  We needed to make the page smart to manage these permissions - which required customization. 

 

                          Customized contact us forms based on customer type

 

2)  Integrated search and chat integration.  We believe we’ve provided a revolutionary and elegant support contact form.  When a user clicks contact support they are presented with a page tailored for them depending upon what kind of customer they are (consumer, enterprise, other), and as they type into the subject line we instantly serve up answers based on articles in our knowledgebase and community.   We recently switched to Zendesk as our ticketing system and rolled out chat-based support. As part of the rollout - we incorporated chat features directly into the contact form.  The integration built by cloudsquads seamlessly transfers the user name and email Id along with the post content and creates a chat session.  From the customers’ perspective, once they’ve completed the form, they can opt to email or live chat without reentering information.  From our agents’ perspective, they’re able to get the customer information along with the context of the issue right from the Lithium form, and directly into our backend chat tool.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

3) Site Status Page. Our customers rely on us to share large amounts of information quickly, securely, and reliably, thus service availability is critical to their business.  We tied our service availability status indicator to the community experience - thus enabling real-time status push to our millions of subscribers. 

 

Our Site Status Page is housed on Lithium as a custom blog.  There are several key features that CloudSquads customized to make this very unique.  The main page shows the most current “blog entry” which is our latest status, and a user can look at the history of blog posts to see our site status history.  Additionally, we’ve provided a subscription widget so that users can subscribe and be notified whenever new site information is posted.  Finally, we then have multiple other locations in our community, such as the “quick help” section on the main support page, that check the most current blog post and dynamically display the appropriate site status depending on a tag.  These features allow us to very quickly update multiple locations on our site during maintenance or an event, and simultaneously notify our customers which helps us proactively avoid deluge of support queries.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


Status:
2013 Lithy Winner

Lithys 2013: CommSec - Best New Community

By DeniseJ

Company: CommSec

Entry submitted by: Ben Shute (benshute) Social Media Manager

Community: CommSec Community (commsec.com.au)

Lithy category: Best New Community, Best Community Technical Implementation, Best Community Design

________________________________________________

 

The CommSec Community is a unique proposition within the Australian online broking space. CommSec, as Australia’s largest online broker, has created a place for customers to connect with each other and discuss the share market, trading strategies, charting and other aspects of online trading. Regardless of how long they have been trading, or what their trading style is, this is a place where all customers can feel comfortable and learn from each other.

 

We launched in early February with a migrated client base from our previous chat room functionality. Over the last 6 weeks, they have populated with content - insights into sectors and stocks, charts on the price of gold, silver, oil and currencies, and offered up many ideas for enhancements to make the community a better place for all.

 

 

From a design and technical perspective, we have a number of custom enhancements to the platform which we believe are firsts in their field:

  1. We have the latest market indices and traded stocks constantly updating within the Community.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2. We have integrated ASX stock codes within the posting functionality, which allows us to:

  • Generate sector and company specific views of the community
  • Pull in and display the latest price information as it relates to the particular stock

  • Display any company announcements that are made
  • Members can buy and sell stocks directly from within the Community, add a stock to their watch list, or get a more detailed quote

3.  We have also included a sentiment indicator as part of the post creation page, where members discussing a stock can tell us if they think it’s a buy, hold, sell, reduce or accumulate. This allows us to:

  • Measure market, sector and stock sentiment
  • Compare that sentiment to the most traded stock data from the ASX

While we are in our infancy, we are looking at a number of future enhancements that will take the aggregated data we are capturing and use it to foster the vision of our customers learning from each other.


Company: CommSec

Entry submitted by: Ben Shute (benshute) Social Media Manager

Community: CommSec Community (commsec.com.au)

Lithy category: Best New Community, Best Community Technical Implementation, Best Community Design

________________________________________________

 

The CommSec Community is a unique proposition within the Australian online broking space. CommSec, as Australia’s largest online broker, has created a place for customers to connect with each other and discuss the share market, trading strategies, charting and other aspects of online trading. Regardless of how long they have been trading, or what their trading style is, this is a place where all customers can feel comfortable and learn from each other.

 

We launched in early February with a migrated client base from our previous chat room functionality. Over the last 6 weeks, they have populated with content - insights into sectors and stocks, charts on the price of gold, silver, oil and currencies, and offered up many ideas for enhancements to make the community a better place for all.

 

 

From a design and technical perspective, we have a number of custom enhancements to the platform which we believe are firsts in their field:

  1. We have the latest market indices and traded stocks constantly updating within the Community.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2. We have integrated ASX stock codes within the posting functionality, which allows us to:

  • Generate sector and company specific views of the community
  • Pull in and display the latest price information as it relates to the particular stock

  • Display any company announcements that are made
  • Members can buy and sell stocks directly from within the Community, add a stock to their watch list, or get a more detailed quote

3.  We have also included a sentiment indicator as part of the post creation page, where members discussing a stock can tell us if they think it’s a buy, hold, sell, reduce or accumulate. This allows us to:

  • Measure market, sector and stock sentiment
  • Compare that sentiment to the most traded stock data from the ASX

While we are in our infancy, we are looking at a number of future enhancements that will take the aggregated data we are capturing and use it to foster the vision of our customers learning from each other.

0 Kudos
Status:
2012 Lithy Submission

Lithys 2012: Sky Social Support - Best Social Cust...

By PaulGi

Company: Sky

Entry Submitted by: Stephen Marshall, Community Operations Manager (StephenMarshall)

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

Lithy Categories: Best Social Customer Experience, Best Community Technical Integration

Community Launched: 25 Oct 2010



Sky’s Social Customer Support journey started with the launch of the Sky Help Forum (http://helpforum.sky.com/), on 25th October 2010. Here at Sky, service through Social Media means our customers can be confident in finding answers to their issues, from our community and staff, irrespective of the type of question or the complexity of the problem.

 

Since launch, our forum has grown extremely quickly. With the realisation of the potential we could unlock through Social Media customer service, we decided to extend this support to Facebook and Twitter in March 2011. 

 

Our mission –

At Sky we strive for our customers to ‘Believe in Better’ and as one of the UK’s largest broadcasting, telephone and broadband companies, we aim to lead the way in customer service.

 

With the help of Lithium, we are building a programme in which goes beyond the service we provide to our customers via traditional contact methods.  As well as customers still being able to contact us via telephone and email, with the introduction of our Help Forum, Facebook and Twitter channels we are also now enabling an all-round social customer experience. The customer can simply type their query on to our Help Forum, Facebook and Twitter pages and then await a response. And the power of the social community means that our super-users and other customers often solve many of the questions.  

 

For any issues that cannot be resolved by our community, we have a team of in-house Sky experts ready to assist. Hello to quick and easy resolutions through Social Media!

 

Our Highlights – 


  • 30,000 registered users by June 2011
  • More than doubled that to 70,000 registered users  by March 2012
  • Over 150 new registered users each day
  • 1 million thread views per week
  • 144% increase in Sky service Tweets since July 2011 
  • 54% growth in Sky Facebook service interactions since July 2011
  • Sky social media teams’ deal with 1000-1300 total interactions each day
  • Launched in February this year, we are the first company in the UK to offer single-use Live Customer Chat for one-to-one private case resolution
  • We have had 90-100% customer satisfaction/resolution for our social media Live Chat service
  • Consistently over achieving our customer satisfaction and customer resolution goals across all channels

 

 

Broadening our reach –


In October 2011, we started listening to our social customers out with our branded channels. This meant that we can look to provide advice and assistance to people that mention Sky services or products within their Tweets, Facebook updates and other forum posts. 

 

We are currently able to respond within forums that aren’t official Sky channels.  We also have the tools to monitor tweets and Facebook posts about Sky from customers, and are able to help and respond when needed.

 

Seeing the query through to the end – When our customers ask questions in our Help Forum or social media channels, we don’t want anything to get in the way of providing a complete end-to-end resolution. 

 

If a customer’s query requires account sensitive information to be exchanged, our staff are happy to privately interact with that customer. But this requires a one-to-one interaction with one of our Sky staff members and isn’t something for a public area.  

 

To solve this, we have introduced an innovative solution to deal with more sensitive social support issues.

 

Sky is the first company in the UK to use one time chat links which direct the customer back to the original advisor they were speaking to on the help forum, Facebook or Twitter. Once the customer has clicked the one-time link they immediately enter a private chat session so they can have a real-time confidential discussion. This ensures that the Sky team member can have access to the customer’s Sky account and share sensitive information, which wouldn’t be possible in the forum.

Since we launched this private chat, customers have reported 90-100% satisfaction and resolution. 

 

Our belief –


We believe we are excellent contenders in providing the best social customer experience along with the best technical implementation.

 

We have a programme in place which means each individual customer will have their question answered or problem resolved. There are some customer questions and issues that require our Sky experts due to the knowledge they have and the requirement to access Sky customer accounts.

 

Our aim is to own the customer’s social interaction until they are satisfied with an answer or resolution.


Company: Sky

Entry Submitted by: Stephen Marshall, Community Operations Manager (StephenMarshall)

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

Lithy Categories: Best Social Customer Experience, Best Community Technical Integration

Community Launched: 25 Oct 2010



Sky’s Social Customer Support journey started with the launch of the Sky Help Forum (http://helpforum.sky.com/), on 25th October 2010. Here at Sky, service through Social Media means our customers can be confident in finding answers to their issues, from our community and staff, irrespective of the type of question or the complexity of the problem.

 

Since launch, our forum has grown extremely quickly. With the realisation of the potential we could unlock through Social Media customer service, we decided to extend this support to Facebook and Twitter in March 2011. 

 

Our mission –

At Sky we strive for our customers to ‘Believe in Better’ and as one of the UK’s largest broadcasting, telephone and broadband companies, we aim to lead the way in customer service.

 

With the help of Lithium, we are building a programme in which goes beyond the service we provide to our customers via traditional contact methods.  As well as customers still being able to contact us via telephone and email, with the introduction of our Help Forum, Facebook and Twitter channels we are also now enabling an all-round social customer experience. The customer can simply type their query on to our Help Forum, Facebook and Twitter pages and then await a response. And the power of the social community means that our super-users and other customers often solve many of the questions.  

 

For any issues that cannot be resolved by our community, we have a team of in-house Sky experts ready to assist. Hello to quick and easy resolutions through Social Media!

 

Our Highlights – 


  • 30,000 registered users by June 2011
  • More than doubled that to 70,000 registered users  by March 2012
  • Over 150 new registered users each day
  • 1 million thread views per week
  • 144% increase in Sky service Tweets since July 2011 
  • 54% growth in Sky Facebook service interactions since July 2011
  • Sky social media teams’ deal with 1000-1300 total interactions each day
  • Launched in February this year, we are the first company in the UK to offer single-use Live Customer Chat for one-to-one private case resolution
  • We have had 90-100% customer satisfaction/resolution for our social media Live Chat service
  • Consistently over achieving our customer satisfaction and customer resolution goals across all channels

 

 

Broadening our reach –


In October 2011, we started listening to our social customers out with our branded channels. This meant that we can look to provide advice and assistance to people that mention Sky services or products within their Tweets, Facebook updates and other forum posts. 

 

We are currently able to respond within forums that aren’t official Sky channels.  We also have the tools to monitor tweets and Facebook posts about Sky from customers, and are able to help and respond when needed.

 

Seeing the query through to the end – When our customers ask questions in our Help Forum or social media channels, we don’t want anything to get in the way of providing a complete end-to-end resolution. 

 

If a customer’s query requires account sensitive information to be exchanged, our staff are happy to privately interact with that customer. But this requires a one-to-one interaction with one of our Sky staff members and isn’t something for a public area.  

 

To solve this, we have introduced an innovative solution to deal with more sensitive social support issues.

 

Sky is the first company in the UK to use one time chat links which direct the customer back to the original advisor they were speaking to on the help forum, Facebook or Twitter. Once the customer has clicked the one-time link they immediately enter a private chat session so they can have a real-time confidential discussion. This ensures that the Sky team member can have access to the customer’s Sky account and share sensitive information, which wouldn’t be possible in the forum.

Since we launched this private chat, customers have reported 90-100% satisfaction and resolution. 

 

Our belief –


We believe we are excellent contenders in providing the best social customer experience along with the best technical implementation.

 

We have a programme in place which means each individual customer will have their question answered or problem resolved. There are some customer questions and issues that require our Sky experts due to the knowledge they have and the requirement to access Sky customer accounts.

 

Our aim is to own the customer’s social interaction until they are satisfied with an answer or resolution.

0 Kudos
Status:
2012 Lithy Submission

Lithys 2012: Cisco Tech Zone - Best Community Tech...

By PaulGi

Lithys 2012: Cisco Tech Zone - Best Community Technical Implementation

Status: 2012 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎03-29-2012 04:36 PM - last edited on ‎04-30-2012 05:58 PM by JulieH

Company: Cisco

Entry Submitted by: Becky Scott (lolagoetz) Tech Zone Success Manager

Community: Cisco Tech Zone 

Lithy Categories: Best Community Technical Integration



Cisco’s internal engineer community 'Tech Zone' was built from the ground up by engineers… for engineers. The community developers are also a part of our target audience.

 

From the beginning we wanted an agile space where we could incorporate constant feedback and enhancements.

 

When our community opened for business, it came with an Idea Exchange to solicit any and all feedback from our users. Our users did not disappoint.

 

We started out by identifying where we want to reuse knowledge. We link open cases to posts and articles to track which content is helpful in solving a case.

 

We wanted search to be front and center in our workflow, so we implemented a search-before-post feature that surfaces related content – and displays the number of kudos and case links right there in the results. And we’ve used REST APIs to deeply integrate our community into our systems, such as our trouble ticketing portal, our knowledge creation strategy, and our corporate instant messaging system.

 

Our community is also an application development platform. In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool, rather it is seamlessly tied to the engineers' workflow and seamlessly integrated with (and on an equal footing with) the other service delivery tools.  To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs. This is where our business drives the tool instead of the tool driving the business. No limited capabilities here!

 

We’ve taken Lithium’s reputation system and not only incorporated it into our community, but we’ve added custom elements and added our own variables to Lithium’s already strong use of formulas for ranking.

 

We've built a customized leaderboard to highlight the accomplishments of our users based on our enriched reputation formulas. The result is a reputation system that effectively implements weighting factors to allow us to emphasize our organizational priorities and provides a checkpoint for our engineers.

 

As we see important behaviors that we want to encourage, we can build additional custom components right into the reputation. This reputation model also feeds into a rich custom metrics portal so engineers can self-evaluate their technical growth as well as arming them with tangible data for performance reviews and career development discussions.

 

Engineers need a quick way to preview information to see if it’s relevant to the case they are working. So we integrated a locally-grown case preview tool that allows our engineers to preview a portion of a case or bug. This has been hugely helpful in being able to find a quick answer within our community.

 

And we have even more awesome integrations in the works. Our engineers wanted a way to bump a thread without bumping the reply count, so we’re currently implementing a "raise hand" feature that allows a user to draw attention to a thread in progress in order to ask for additional help.

 

 

The ability to quickly get help from experts and the ease which knowledge can be captured and re-used by others makes Tech Zone the perfect tool for us. I think we should also recognize the [Cisco] and Lithium teams for being so receptive to TAC's feedback and their willingness to tweak/ implement new features, as this is a huge part of what makes Tech Zone successful in my eyes.” – Cisco TAC engineer, Mike Robertson.


Company: Cisco

Entry Submitted by: Becky Scott (lolagoetz) Tech Zone Success Manager

Community: Cisco Tech Zone 

Lithy Categories: Best Community Technical Integration



Cisco’s internal engineer community 'Tech Zone' was built from the ground up by engineers… for engineers. The community developers are also a part of our target audience.

 

From the beginning we wanted an agile space where we could incorporate constant feedback and enhancements.

 

When our community opened for business, it came with an Idea Exchange to solicit any and all feedback from our users. Our users did not disappoint.

 

We started out by identifying where we want to reuse knowledge. We link open cases to posts and articles to track which content is helpful in solving a case.

 

We wanted search to be front and center in our workflow, so we implemented a search-before-post feature that surfaces related content – and displays the number of kudos and case links right there in the results. And we’ve used REST APIs to deeply integrate our community into our systems, such as our trouble ticketing portal, our knowledge creation strategy, and our corporate instant messaging system.

 

Our community is also an application development platform. In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool, rather it is seamlessly tied to the engineers' workflow and seamlessly integrated with (and on an equal footing with) the other service delivery tools.  To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs. This is where our business drives the tool instead of the tool driving the business. No limited capabilities here!

 

We’ve taken Lithium’s reputation system and not only incorporated it into our community, but we’ve added custom elements and added our own variables to Lithium’s already strong use of formulas for ranking.

 

We've built a customized leaderboard to highlight the accomplishments of our users based on our enriched reputation formulas. The result is a reputation system that effectively implements weighting factors to allow us to emphasize our organizational priorities and provides a checkpoint for our engineers.

 

As we see important behaviors that we want to encourage, we can build additional custom components right into the reputation. This reputation model also feeds into a rich custom metrics portal so engineers can self-evaluate their technical growth as well as arming them with tangible data for performance reviews and career development discussions.

 

Engineers need a quick way to preview information to see if it’s relevant to the case they are working. So we integrated a locally-grown case preview tool that allows our engineers to preview a portion of a case or bug. This has been hugely helpful in being able to find a quick answer within our community.

 

And we have even more awesome integrations in the works. Our engineers wanted a way to bump a thread without bumping the reply count, so we’re currently implementing a "raise hand" feature that allows a user to draw attention to a thread in progress in order to ask for additional help.

 

 

The ability to quickly get help from experts and the ease which knowledge can be captured and re-used by others makes Tech Zone the perfect tool for us. I think we should also recognize the [Cisco] and Lithium teams for being so receptive to TAC's feedback and their willingness to tweak/ implement new features, as this is a huge part of what makes Tech Zone successful in my eyes.” – Cisco TAC engineer, Mike Robertson.

Status:
2012 Lithy Submission

Lithys 2012: Sony Playstation - Best Community Tec...

By PaulGi

Lithys 2012: Sony Playstation - Best Community Technical Implementation

Status: 2012 Lithy Submission
by Lithium Alumni (Retired) Lithium Alumni (Retired) ‎04-02-2012 10:55 AM - last edited on ‎04-30-2012 05:50 PM by JulieH

Company: Sony Computer Entertainment Europe

Entry Submitted by: Gareth Worsnup (gworsnup) Community Manager

Community: Playstation Community  (community.eu.playstation.com)

Lithy Categories: Best Community Technical Implementation


 


SCEE Lithium Implementation

 

1. Playstation Network Account Integration.

We have implemented integrated login/authentication on our Lithium platform with our global Playstation Network accounts. This means users can login to our Lithium forums with their Playstation Network ID’s.

 

2. Custom Ad Serving Technology Integration with Custom Analytics

We have implemented bespoke, hierarchical, ad-serving technology across category, board and thread level views. This includes a hero image and video at the top of each board, category and thread page, a standard MPU ad placement on the right hand column on each page and custom background images. Adverts in these areas can be targeted at every level right down to specific threads.

 

Adverts are also cached to save load and can handle custom translations across the different language boards. In part with this, we have also implemented custom WebTrends tagging tracking the number of impressions, click-throughs and even the number of video plays right down to the percentage of the video watched. Technologies Used: HTML, CSS, PHP (Zend), JavaScript, JQuery, Ajax, JSON, Flash, XML

 

3. Website Integrated Forum Skins.

We have integrated many Lithium boards with 1st party game websites. Example: http://community.singstar.com/t5/SingStar/bd-p/717. In these instances, iframes are used to pull in an external website’s navigation and footer elements, while the boards are custom skinned to fit with the theme of the overarching website.

 

The result is a seamless experience for the user whilst traveling from the main website through to the forums. Single Sign on (cookie based) is also implemented on website integrated forums, where authentication can happens outside of Lithium, yet users are seamlessly logged in when reaching the forums.

 

4. Featured Boards custom component.

A ‘Featured Boards’ component has been implemented across the top of all category pages. Content for the featured board’s panel is created and managed by using feeds from hidden threads managed by our central community team. This means no development is needed, and updates to the featured items can be completely managed by the SCEE community team. E.G: http://community.eu.playstation.com/t5/English-Forums/ct-p/55 (See Featured Boards). Technologies Used: HTML, CSS, PHP, JavaScript, JQuery, XML, JSON

 

5. Accepted Solutions component.

In order to best utilise the Playstation’s support community, a custom component has been developed that surfaces recent and popular discussions (based on Kudos), in part with solved questions or accepted solutions. This content is promoted at the top of the category pages giving new and existing users a quick route to valuable community content. E.G: http://community.eu.playstation.com/t5/English-Forums/ct-p/55 (See Recent Discussions & Solved Questions). Technologies Used: HTML, CSS, PHP, JavaScript, JQuery, XML, JSON

 

6. User Profile Panel & Post Info - hover-over.

In order to simplify the forum design, certain information has been hidden from the main display by using hover-overs or tool-tips. User profile information can be accessed by hovering the mouse over a users profile name or avatar. This reveals user profile information, recent posts, number of posts and registered date. If a users also has a Playstation portable ID, this will be pulled and displayed automatically. Similarly, if users hover their mouse over a thread link, the views, number of posts, kudos and a small preview are also displayed. All of these hover information is cached, meaning its only loaded one time on demand then stored meaning API calls are limited. Technologies Used: Lithium API, JavaScript, JQuery, Ajax, JSON.

 

7. Custom Post styles - targeting admins/MPU's etc.

In order to highlight posts made by Administrators, Moderators and MPU’s, we have implemented user targeting, and can target posts by specified user roles and inject specific CSS into their posts. This means that Moderator posts can for example be highlighted in blue to give a clearer indication of their status within the community. Technologies Used: JavaScript, JQuery, CSS.


Company: Sony Computer Entertainment Europe

Entry Submitted by: Gareth Worsnup (gworsnup) Community Manager

Community: Playstation Community  (community.eu.playstation.com)

Lithy Categories: Best Community Technical Implementation


 


SCEE Lithium Implementation

 

1. Playstation Network Account Integration.

We have implemented integrated login/authentication on our Lithium platform with our global Playstation Network accounts. This means users can login to our Lithium forums with their Playstation Network ID’s.

 

2. Custom Ad Serving Technology Integration with Custom Analytics

We have implemented bespoke, hierarchical, ad-serving technology across category, board and thread level views. This includes a hero image and video at the top of each board, category and thread page, a standard MPU ad placement on the right hand column on each page and custom background images. Adverts in these areas can be targeted at every level right down to specific threads.

 

Adverts are also cached to save load and can handle custom translations across the different language boards. In part with this, we have also implemented custom WebTrends tagging tracking the number of impressions, click-throughs and even the number of video plays right down to the percentage of the video watched. Technologies Used: HTML, CSS, PHP (Zend), JavaScript, JQuery, Ajax, JSON, Flash, XML

 

3. Website Integrated Forum Skins.

We have integrated many Lithium boards with 1st party game websites. Example: http://community.singstar.com/t5/SingStar/bd-p/717. In these instances, iframes are used to pull in an external website’s navigation and footer elements, while the boards are custom skinned to fit with the theme of the overarching website.

 

The result is a seamless experience for the user whilst traveling from the main website through to the forums. Single Sign on (cookie based) is also implemented on website integrated forums, where authentication can happens outside of Lithium, yet users are seamlessly logged in when reaching the forums.

 

4. Featured Boards custom component.

A ‘Featured Boards’ component has been implemented across the top of all category pages. Content for the featured board’s panel is created and managed by using feeds from hidden threads managed by our central community team. This means no development is needed, and updates to the featured items can be completely managed by the SCEE community team. E.G: http://community.eu.playstation.com/t5/English-Forums/ct-p/55 (See Featured Boards). Technologies Used: HTML, CSS, PHP, JavaScript, JQuery, XML, JSON

 

5. Accepted Solutions component.

In order to best utilise the Playstation’s support community, a custom component has been developed that surfaces recent and popular discussions (based on Kudos), in part with solved questions or accepted solutions. This content is promoted at the top of the category pages giving new and existing users a quick route to valuable community content. E.G: http://community.eu.playstation.com/t5/English-Forums/ct-p/55 (See Recent Discussions & Solved Questions). Technologies Used: HTML, CSS, PHP, JavaScript, JQuery, XML, JSON

 

6. User Profile Panel & Post Info - hover-over.

In order to simplify the forum design, certain information has been hidden from the main display by using hover-overs or tool-tips. User profile information can be accessed by hovering the mouse over a users profile name or avatar. This reveals user profile information, recent posts, number of posts and registered date. If a users also has a Playstation portable ID, this will be pulled and displayed automatically. Similarly, if users hover their mouse over a thread link, the views, number of posts, kudos and a small preview are also displayed. All of these hover information is cached, meaning its only loaded one time on demand then stored meaning API calls are limited. Technologies Used: Lithium API, JavaScript, JQuery, Ajax, JSON.

 

7. Custom Post styles - targeting admins/MPU's etc.

In order to highlight posts made by Administrators, Moderators and MPU’s, we have implemented user targeting, and can target posts by specified user roles and inject specific CSS into their posts. This means that Moderator posts can for example be highlighted in blue to give a clearer indication of their status within the community. Technologies Used: JavaScript, JQuery, CSS.

Status:
2013 Lithy Submission

Lithys 2013: Barclaycard - Best Community Technica...

By DeniseJ

Company: Barclaycard US

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.

 

Seamless Customer Experience

Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.

 

Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.

 

Community Financials

Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.

 

3rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Gamification

The ultimate in credit card gamification:

Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.

 

Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.

 

 

Refer a Friend

Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.

 

Polling

Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.

 

 

Integration with Card Servicing

On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.

 

Profit Sharing

Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Promotional Site

BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.

 


Company: Barclaycard US

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

Barclaycard Ring’s innovative online community is a seamless customer experience that integrates five distinct entities (Lithium, Barclaycard, Epsilon, Curata and Survey Gizmo) using service calls, APIs, SSO integration, daily batch files and other methods. For the first time in the financial services industry, a customer can service their account and seamlessly engage in community activities ranging from reading blogs or 3rd party articles, commenting on discussion threads, earning badges, donating to charity, voting on product features and looking at the bank’s financial stats. A complex set of technical interactions were developed with the vision of a seamless and rich customer experience and Barclaycard Ring fully delivers on that promise.

 

Seamless Customer Experience

Lithium community is seamlessly integrated with Barclaycard servicing site so customers can service their accounts and interact with the community.

 

Your performance “ring” is built using a custom javascript library that selects from a finite set of images based on a customer’s progress.

 

Community Financials

Financial metrics are systematically sent from Barclaycard data warehouse to Lithium.  The site uses the values to product the graphical displays.

 

3rd party content is displayed using the Curata API to retrieve the title, content and URL of “tagged” articles.  Moderation tools developed for Lithium backend are used to support the display of articles.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Gamification

The ultimate in credit card gamification:

Servicing & Community metrics are evaluated in near real-time to build the 4 color sections of the ring.  A combination of community activity, SSO attributes and daily batch file data are utilized to build the ring.

 

Product Behavior Badges - A daily batch file from Barclaycard is provided to Lithium to activate or deactivate certain badges.

 

 

Refer a Friend

Refer a Friend is a module that is presented through the site to encourage customers to share Barclaycard Ring with their friends.  A unique refID is created for track referral applications along with driving the recruiter and campaign manager badges. Barclaycard servicing site is called for the referral ID. If an email is entered then a 3rd party vendor Epsilon deploys the invite.

 

Polling

Community members VOTE on product features. Polls integrate with Survey Gizmo so that each individual’s vote is tracked and survey results are captured using Survey Gizmo API.

 

 

Integration with Card Servicing

On the card’s servicing page, there is a seamless integration to the community and the main features of the community, including Blog, Financial Stats, Discussions, Refer A Friend and Profile links are presented on this page using the Lithium API.

 

Profit Sharing

Barclaycard Ring shares its profits with members.  Customers see the amount of profit share they’ve received on their personal page. A Barclaycard service is calledto present the exact financial amount.  Customers use the sliding scale to donate their profit share portion to a charity they have selected and the same service is calledto capture the customer’s donation.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Promotional Site

BarclaycardRing.com is a public facing site that is part of the same community instanceas the private community, allowing customers to see the benefits of the Barclaycard Ring community as they consider applying for the card.

 

Status:
2013 Lithy Submission

Lithys 2013: SuccessFactors - Best Community Techn...

By DeniseJ

Company: SuccessFactors

Entry submitted by: Danielle Beeken (dbeeken) Customer Marketing & Advocacy

Community: SuccessFactors Customer Community (community.successfactors.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

Why should we win this award? “We want our customers to love work again!” To ensure that our customers have the best tools and resources to help them achieve success using our products, we launched the SuccessFactors Customer Community in April 2012. The primary goal of our community is to promote peer-to-peer engagement, but we also want people to use the platform for best practices knowledge, tips and tricks, discussion forums, blogs, new ideas, and much more.

 

 

The Challenge

After launch we realized that our customers still had to access multiple systems during the day to get to our training and professional services resources. We needed to enable a single sign-on solution between our community and our SharePoint sites. We have a private community with a registration process so that only customers, partners, and employees are able to join. We have an active directory that authenticates users as they register. The two other critical resources we wanted customers to be able to access through the community were our SuccessFactors Training and SuccessFactors Professional Services. Both of these teams provide extensive knowledge and resources, but they do so on separate SharePoint sites.

 

The Solution

Our exceptional technical implementation, which connects the Lithium community to the SharePoint sites with the click of the button, has resulted in a completely seamless community experience for our customers.  In order to achieve this technical implementation, we worked with Lithium partner Cloudsquads and a Cloudsquads partner SusQtech. This project enabled the single sign-on capabilities with a custom integration effort. The team first explored the solution, which started with the ADFS authentication issue. The technical teams then built an integration account, which provided credentials to access SharePoint. Then they developed a custom widget within Lithium that enabled easy access to the shared documents by using an iFrame housing the SharePoint sites, within which customers can download the documents. The custom-logic widget was placed on the community forums via the Lithium studio layout editor. The widget is modular and placed in the Lithium Studio Editor. A new page was created to host this service, the content is filtered by the SharePoint app, and Lithium passes whatever available fields that are specified by the integration protocol.

 

 

After clicking the button on the homepage with single sign on users are brought directly to the PS SharePoint site.

 


 

Training Page “Get Training” button

 


 

The Training SharePoint Page after you click on the “Get Training” button single sign on brings you to the Training SharePoint Page

 

The Outcome

Customers are extremely satisfied with this seamless integrated solution. When customers and partners need information, documents, training, or other resources, the SuccessFactors Community is their one-stop shop! Once they are in the community, if they need to access the SuccessAcademy (training) or the Empower Methodology/Welcome Kits (Professional Services), they can easily access these SharePoint systems with a click of a button without logging in again. This is a huge win for us, and it creates an exceptional community experience for our customers.

 


Company: SuccessFactors

Entry submitted by: Danielle Beeken (dbeeken) Customer Marketing & Advocacy

Community: SuccessFactors Customer Community (community.successfactors.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

Why should we win this award? “We want our customers to love work again!” To ensure that our customers have the best tools and resources to help them achieve success using our products, we launched the SuccessFactors Customer Community in April 2012. The primary goal of our community is to promote peer-to-peer engagement, but we also want people to use the platform for best practices knowledge, tips and tricks, discussion forums, blogs, new ideas, and much more.

 

 

The Challenge

After launch we realized that our customers still had to access multiple systems during the day to get to our training and professional services resources. We needed to enable a single sign-on solution between our community and our SharePoint sites. We have a private community with a registration process so that only customers, partners, and employees are able to join. We have an active directory that authenticates users as they register. The two other critical resources we wanted customers to be able to access through the community were our SuccessFactors Training and SuccessFactors Professional Services. Both of these teams provide extensive knowledge and resources, but they do so on separate SharePoint sites.

 

The Solution

Our exceptional technical implementation, which connects the Lithium community to the SharePoint sites with the click of the button, has resulted in a completely seamless community experience for our customers.  In order to achieve this technical implementation, we worked with Lithium partner Cloudsquads and a Cloudsquads partner SusQtech. This project enabled the single sign-on capabilities with a custom integration effort. The team first explored the solution, which started with the ADFS authentication issue. The technical teams then built an integration account, which provided credentials to access SharePoint. Then they developed a custom widget within Lithium that enabled easy access to the shared documents by using an iFrame housing the SharePoint sites, within which customers can download the documents. The custom-logic widget was placed on the community forums via the Lithium studio layout editor. The widget is modular and placed in the Lithium Studio Editor. A new page was created to host this service, the content is filtered by the SharePoint app, and Lithium passes whatever available fields that are specified by the integration protocol.

 

 

After clicking the button on the homepage with single sign on users are brought directly to the PS SharePoint site.

 


 

Training Page “Get Training” button

 


 

The Training SharePoint Page after you click on the “Get Training” button single sign on brings you to the Training SharePoint Page

 

The Outcome

Customers are extremely satisfied with this seamless integrated solution. When customers and partners need information, documents, training, or other resources, the SuccessFactors Community is their one-stop shop! Once they are in the community, if they need to access the SuccessAcademy (training) or the Empower Methodology/Welcome Kits (Professional Services), they can easily access these SharePoint systems with a click of a button without logging in again. This is a huge win for us, and it creates an exceptional community experience for our customers.

 

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