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: BRP - Best Social Support Program

By DeniseJ

Lithys 2013: BRP - Best Social Support Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-20-2013 11:07 AM - edited ‎03-19-2013 10:00 AM

Company: BRP Inc.

Entry submitted by: Peggy Carrier (Peggy) After Sales Service & Community Manager

Community: BRP Community (www.brp.com)

Lithy category: Best Social Support Program

_______________________________________________

 

BRP is the world leader in the design, manufacturing, distribution and marketing of motorized recreational vehicles and power sports engines. BRP products are distributed in over 100 countries by more than 3,500 dealers and distributors.

 

Our Community is a private community which has been active since February 2012. We are still relatively young and learning a lot on dealing with our Community, but how can we not be? For years we have supported our Dealer Network by picking up the phone and answering questions. Although 1:1 support continues to have its benefits, we realized over the years that the overall technical complexity of our products meant that Dealers needed to call us more often and therefore experience longer wait times on the phone. Our customer service support began to suffer. We needed a better way to support and communicate with our Dealers.

 

 

For us the Community meant a huge channel shift on how we support our Dealers, and we began to see benefits right from the start: Dealers answering Dealers, members answering or asking questions on evenings and weekends, videos and diagrams being shared on the community 24/7 and all of this across the globe in different languages. The fact that a post and subsequent solution can be read by our entire global Dealer and Distributor network has saved us many, many 1:1 encounters.

 

Our support process on the Community is structured as follows:

  • Our Product Specialists are assigned to keep our Dealer Network informed with the latest technical information. They are also there to share best practices, tips and tricks as well as engage in any discussions they deem fit. They are the deepest technical resource for Dealer Technicians.
  • Our Parts Specialist is there to ensure that information on estimated time of delivery, any transport issues or general parts questions are addressed. When we see a call driver, we immediately post the latest information on the community.
  • We also have moderators, across the globe that monitor the site to ensure that guidelines are being followed. They escalate cases in times of need.
  • We use the automated escalation email capability for posts that have not received replies after 24 to 48 hours depending on the product and season. These e-mails are sent to our Product Specialists who respond to the posts.
  • We include community support (case escalation) in our daily roundtable meetings. Our community is a success today because everyone supports one another and both Dealers and BRP staff provide diverse solutions and fast resolutions to problems. The community has helped to increase communication within our company and with our global Dealer Network. We are able to share information globally so much faster than before.

We do not go one day without speaking about our community here at our call center. We have never been more certain that supporting our Dealers through our online community is the way of the future. 1:1 support for complex situations will always be a part of our business strategy , but supporting hundreds and thousands of Dealers at one time through our online community definitely elevates the customer experience. Our young community is quickly maturing and we are excited for what the future holds!

 

 


Company: BRP Inc.

Entry submitted by: Peggy Carrier (Peggy) After Sales Service & Community Manager

Community: BRP Community (www.brp.com)

Lithy category: Best Social Support Program

_______________________________________________

 

BRP is the world leader in the design, manufacturing, distribution and marketing of motorized recreational vehicles and power sports engines. BRP products are distributed in over 100 countries by more than 3,500 dealers and distributors.

 

Our Community is a private community which has been active since February 2012. We are still relatively young and learning a lot on dealing with our Community, but how can we not be? For years we have supported our Dealer Network by picking up the phone and answering questions. Although 1:1 support continues to have its benefits, we realized over the years that the overall technical complexity of our products meant that Dealers needed to call us more often and therefore experience longer wait times on the phone. Our customer service support began to suffer. We needed a better way to support and communicate with our Dealers.

 

 

For us the Community meant a huge channel shift on how we support our Dealers, and we began to see benefits right from the start: Dealers answering Dealers, members answering or asking questions on evenings and weekends, videos and diagrams being shared on the community 24/7 and all of this across the globe in different languages. The fact that a post and subsequent solution can be read by our entire global Dealer and Distributor network has saved us many, many 1:1 encounters.

 

Our support process on the Community is structured as follows:

  • Our Product Specialists are assigned to keep our Dealer Network informed with the latest technical information. They are also there to share best practices, tips and tricks as well as engage in any discussions they deem fit. They are the deepest technical resource for Dealer Technicians.
  • Our Parts Specialist is there to ensure that information on estimated time of delivery, any transport issues or general parts questions are addressed. When we see a call driver, we immediately post the latest information on the community.
  • We also have moderators, across the globe that monitor the site to ensure that guidelines are being followed. They escalate cases in times of need.
  • We use the automated escalation email capability for posts that have not received replies after 24 to 48 hours depending on the product and season. These e-mails are sent to our Product Specialists who respond to the posts.
  • We include community support (case escalation) in our daily roundtable meetings. Our community is a success today because everyone supports one another and both Dealers and BRP staff provide diverse solutions and fast resolutions to problems. The community has helped to increase communication within our company and with our global Dealer Network. We are able to share information globally so much faster than before.

We do not go one day without speaking about our community here at our call center. We have never been more certain that supporting our Dealers through our online community is the way of the future. 1:1 support for complex situations will always be a part of our business strategy , but supporting hundreds and thousands of Dealers at one time through our online community definitely elevates the customer experience. Our young community is quickly maturing and we are excited for what the future holds!

 

 

Status:
2013 Lithy Submission

Lithys 2013: YouSendIt - Best Social Support Progr...

By DeniseJ

Company: YouSendIt

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

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Social Support Program

________________________________________________

 

At YouSendIt, we’re very focused on finding the best and most cost effective way to manage all of our customers through social.  We have over 40 million customers, many of whom are free users, so we’re unable to provide the same services for them as we do our paid customers. Our support program uses social media to stay connected, but not incur high support costs.  We worked with Lithium partner, Cloudsquads to have a more integrated unified approach to engaging with customers.  Below are two examples of that integrated approach. 

 

With our Lithium community we were able to put our blog and forum in one place.  Because of this, we get more visitors/readers to the blog. We leverage our knowledge base more and directly link the support questions coming through our community to the right answers and information.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Also, we offer multiple ways in which our customers 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, so we needed to make the form smart - which required customization.  We now take the subject line as the user types up their support request and instantly serve up the right answers based on articles in our knowledgebase.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Customized contact us forms based on customer type

 


 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Dynamic search


Company: YouSendIt

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

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Social Support Program

________________________________________________

 

At YouSendIt, we’re very focused on finding the best and most cost effective way to manage all of our customers through social.  We have over 40 million customers, many of whom are free users, so we’re unable to provide the same services for them as we do our paid customers. Our support program uses social media to stay connected, but not incur high support costs.  We worked with Lithium partner, Cloudsquads to have a more integrated unified approach to engaging with customers.  Below are two examples of that integrated approach. 

 

With our Lithium community we were able to put our blog and forum in one place.  Because of this, we get more visitors/readers to the blog. We leverage our knowledge base more and directly link the support questions coming through our community to the right answers and information.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Also, we offer multiple ways in which our customers 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, so we needed to make the form smart - which required customization.  We now take the subject line as the user types up their support request and instantly serve up the right answers based on articles in our knowledgebase.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Customized contact us forms based on customer type

 


 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Dynamic search

Status:
2013 Lithy Submission

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

By DeniseJ

Lithys 2013: Autodesk - Best Social Support Program

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

Company: Autodesk, Inc.

Entry submitted by: Katinka Sante, Strategic Social Programs Manager

Community: Autodesk Expert Elite

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

___________________________________________________________________

 

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

 

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

 

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

 

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

 

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

 

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

- Adrianna Schneider

- R.K. McSwain

 

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

 

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

 


Company: Autodesk, Inc.

Entry submitted by: Katinka Sante, Strategic Social Programs Manager

Community: Autodesk Expert Elite

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

___________________________________________________________________

 

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

 

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

 

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

 

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

 

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

 

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

- Adrianna Schneider

- R.K. McSwain

 

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

 

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

 

Status:
2013 Lithy Submission

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

By DeniseJ

Company: A1 Telekom Austria AG

Entry submitted by: Claudia Religa (viktoria) Community Manager

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

Lithy category: Best Social Support Program

________________________________________________

 

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

 

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

 

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

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

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

 

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

 

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

 

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

 

We take Customer experience one step further:

 

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

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

 


Company: A1 Telekom Austria AG

Entry submitted by: Claudia Religa (viktoria) Community Manager

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

Lithy category: Best Social Support Program

________________________________________________

 

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

 

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

 

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

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

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

 

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

 

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

 

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

 

We take Customer experience one step further:

 

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

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

 

Status:
2013 Lithy Submission

Lithys 2013: Time Warner Cable - Best Social Suppo...

By DeniseJ

Company: Time Warner Cable

Entry submitted by: Phil Blum (TWC-PhilB) Social Media Customer Care Manager

https://twitter.com/TWCableHelp

Lithy category: Best Social Support Program

_______________________________________________

 

Time Warner Cable is one of the largest providers of video, high-speed data and phone, supporting over 15 million customers in the United States.  In 2010, I was selected to lead the social media arm of TWC’s customer care operations.  Our mission was to provide high-quality service experience to customers on any channel for which they prefer to interact and we needed a solid social engagement and response platform that can help us manage the flow of service-related conversations and ensure that my team of social agents are able to address each and every customer need.

 

We launched Lithium Social Web in April 2012 to my team of 10 social customer care agents and we now have a streamlined platform to identify messages from Twitter and Facebook that need a response and provide timely resolutions.  Within 6 months, we have improved our social response rate by 30% and increased agent productivity by 57%.  This is driven by the integrated nature of the platform that allows my team to tackle cases more quickly and ability to respond without switching back and forth between different social tools. We were also very honored to be placed on the "Top 10 Socially Devoted Brand" list by AdWeek.

 

Our social support program proved critical in sustaining customer relationships during one of the worst storms in recent history.  As Hurricane Sandy devastated much of the East Coast in the fall of 2012, our customers were anxious to learn when their services would return.  Many of them turned to their only remaining avenue of contact: accessing Facebook and Twitter via their smartphones.  With the overwhelming increase in volume, my team was able to step up to the plate and even received kudos from grateful customers for their timely response.

 

 

Our social support strategy extends beyond this customer care team.  We will be launching a community soon because this is a critical way for us to provide support in a scalable way.  We also want to bring the conversations that are happening about us onto our own domain so we can engender goodwill, provide more transparency to our customers, and weigh in on those conversations where appropriate.  We’re excited to embark onto the next phase of our social support strategy!


Company: Time Warner Cable

Entry submitted by: Phil Blum (TWC-PhilB) Social Media Customer Care Manager

https://twitter.com/TWCableHelp

Lithy category: Best Social Support Program

_______________________________________________

 

Time Warner Cable is one of the largest providers of video, high-speed data and phone, supporting over 15 million customers in the United States.  In 2010, I was selected to lead the social media arm of TWC’s customer care operations.  Our mission was to provide high-quality service experience to customers on any channel for which they prefer to interact and we needed a solid social engagement and response platform that can help us manage the flow of service-related conversations and ensure that my team of social agents are able to address each and every customer need.

 

We launched Lithium Social Web in April 2012 to my team of 10 social customer care agents and we now have a streamlined platform to identify messages from Twitter and Facebook that need a response and provide timely resolutions.  Within 6 months, we have improved our social response rate by 30% and increased agent productivity by 57%.  This is driven by the integrated nature of the platform that allows my team to tackle cases more quickly and ability to respond without switching back and forth between different social tools. We were also very honored to be placed on the "Top 10 Socially Devoted Brand" list by AdWeek.

 

Our social support program proved critical in sustaining customer relationships during one of the worst storms in recent history.  As Hurricane Sandy devastated much of the East Coast in the fall of 2012, our customers were anxious to learn when their services would return.  Many of them turned to their only remaining avenue of contact: accessing Facebook and Twitter via their smartphones.  With the overwhelming increase in volume, my team was able to step up to the plate and even received kudos from grateful customers for their timely response.

 

 

Our social support strategy extends beyond this customer care team.  We will be launching a community soon because this is a critical way for us to provide support in a scalable way.  We also want to bring the conversations that are happening about us onto our own domain so we can engender goodwill, provide more transparency to our customers, and weigh in on those conversations where appropriate.  We’re excited to embark onto the next phase of our social support strategy!

Status:
2013 Lithy Submission

Lithys 2013: LEGO - Best Social Support Program

By DeniseJ

Lithys 2013: LEGO - Best Social Support Program

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

Company: LEGO Systems Inc.

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

Community: LEGO Community (community.lego.com)

Lithy category: Best Social Support Program

________________________________________________

 

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

 

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

 

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

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

 

 


 

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

 

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

 

New Polling & Ranking Features:

 

Some of the new ranks:

 

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

 

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

 

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

 

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

 

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

 


Company: LEGO Systems Inc.

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

Community: LEGO Community (community.lego.com)

Lithy category: Best Social Support Program

________________________________________________

 

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

 

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

 

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

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

 

 


 

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

 

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

 

New Polling & Ranking Features:

 

Some of the new ranks:

 

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

 

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

 

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

 

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

 

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

 

Status:
2013 Lithy Winner

Lithys 2013: BSkyB - Best Social Support Program

By DeniseJ

Lithys 2013: BSkyB - Best Social Support Program

Status: 2013 Lithy Winner
by Lithium Technologies DeniseJ ‎03-20-2013 10:45 AM - edited ‎03-22-2013 08:59 AM

Company: BSkyB

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

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

Lithy category: Best Social Support Program

________________________________________________

 

 

 

Best Social Support Program

BSkyB

2013

 

BskyB has become an integral part of our modern entertainment society with in excess of 10 million subscribers across the UK and Ireland.

 

As part of our core vision of “Believe in Better” we have implemented a multi-platform Customer interaction and engagement model to create a culture of entertaining, exciting and inspiring our Customers. As a pioneer of modern entertainment and Customer service we developed a fully integrated Social support Customer program encapsulating Sky Help Forums, Facebook and Twitter delivering service excellence whenever and wherever our Customers need us.

 

Our Vision

 

“To ensure our existing Community and Social Media channels are kept relevant, informative and engaging. To develop emergent channels to engage our current subscribers, enhance our brand/recognition with our Online Customer base.”

 

Our core goal in implementing a cohesive Customer Service structure is centered upon the integration of our Social Channels and Customer support services, whilst promoting a culture of peer to peer support and online self-help.

 

Empowering our Customers to utilise the wealth of self-service options online supports the fast paced lifestyles of our Customer base allowing them to access the information they need at the click of a button at a time that suits them. In increasing community traffic and engagement, we have identified a core improvement in Customer first time resolution, Customer satisfaction and Net Promoter Scores.

 

Our Strategy

 

Our core methodology within Sky is “Believe in Better” from investing in our Customers, our product and our people we have created a culture of continuous improvement and development. Our social support streams are unique in their integration as a cohesive Social Customer Support program combining an end to end Customer experience.

 

The Sky Help Forum launched in October 2010 since then our community has grown to nearly 250,000 registered users, which is 250% up on last year.

 

We have seen our engagement on the community increase in the last year and we now have 9,708 marked accepted solutions. Over the last six months our thread views have reached in excess of 1.5 million each week.

 

We have also introduced Ask a Question and a Knowledge Base to help support our Customers in getting an answer to their query or issue quickly.

 

Our Knowledge Base is proving a great success to both our Community and Sky as a whole. We currently have 65 articles within the Knowledge Base with in excess of 127,813 article views in one month alone (February – March 2013) Our Knowledge Base is fast becoming a “One Stop Shop” for troubleshooting guides, hints & tips and ‘How To’ guides for our Community members and visitors.

 

To enrich support for our Customers we have expanded our Communities & Social Media team at Sky to incorporate a Community & Engagement team and a Designated Case Handling team. In optimising our Customer Service strategy in terms of social support we have utilised both the traditional Customer insight frameworks based upon KPIs of Customer sentiment, traffic and SEO analysis but also we have implemented a core Customer insight strategy to ensure that we continue to improve the service we offer our audience.

 

Our Customer insight strategy includes the implementation of Customer direct feedback sessions based both in an online WebEx environment and Customer closeness events to understand the experiences of our Customers. This insight has proved invaluable in the continued improvement of Customer support with the future implementation of gamification and supportive resources. The insight provided in terms of the continued optimisation of our social platforms, use of KPI metrics in terms of sentiment, SEO analytics and Customer satisfaction also support continued improvement across our Contact Centre operations providing key insight into service provision, product insight and Customer engagement thus influencing improvement programs across the organisation.

 

As part of our Customer improvement initiatives we have launched the One Service Programme offering an individualised Customer support stream within our Contact Centres and our dedicated One Service online Community.

 

The core ethos of One Service is to provide our Customers with continued Service Excellence in their end to end Customer journey from joining Sky to help and support. The initial One Service programme has launched to a pilot group customer base of 400,000 Customers in a key geographical location.

 

The measures of success in terms of individualised support have been resoundingly successful in terms of core operational metrics of Customer First Time resolution, Customer satisfaction and NPS. We have introduced brand new online features exclusively for One Service Customers including “My Help Request” that allows our Customers to manage their account and get in touch with us should they have any questions or experience any issues.

 

The My Help Request Portal is a central hub to raise help requests and manage any existing enquiries related to Sky products and services. All My Help Requests are case managed by our team of specialist trained Sky staff who resolve queries and answer any questions within 24 hours providing updates via text alerts or email.

 

In offering our Customers multi-platform help it was key that our internal structure in terms of processes and insight was robust and inclusive in terms of shared knowledge and best practice. Developing a core network of Specialists across our varying products and services assures that our audience demographic receives simply great service regardless of their chosen channel. Historically, our internal operational structure and process was designed to support Customer interaction in a standardised contact centre format however, with the inception of help and support across social channels outlining Customer journeys based upon each individual social channel was imperative in offering tailored solutions based on the method of contact.

 

Our core Customer Response Management system is now reflective of each individual Customer’s journey across all products and contact channels. Individual case management of each Customer’s enquiries across both our Lithium Social Monitoring/Social interaction platform and our internal Customer Response Management system provides a holistic view of each Customer’s activity and interactions allowing our people to provide an individualised service in understanding our Customers.

 

“Just knowing this has been achieved with the customer only needing their use of their smartphone/tablet/laptop opens up a world of possibilities. No more waiting on hold, no more call flows or robotic responses, just 100% satisfaction! And the best part of it all? The system is still in its infancy and will get even better with future updates!” - Dave Charleston, Community Co-Ordinator

 

Outcome/Results

 

As a pioneer of multi-platform entertainment and Customer interaction we continue to develop new and innovative ways to engage and offer support to our Customers. From Social Media to Interactive help via their Remote Control we have assured that our Customers are at the heart of our business.

 

The introduction of social interaction across multiple platforms has shown not only seen an increase in interactivity– over 82,000 interactions per month - but an increase in Customer satisfaction to 87%. Similarly, NPS for both Twitter and Chat Services has also increased substantially to 61% and 64% respectively.

 

In addition to increased usage and satisfaction, BSkyB has seen significant savings through call deflection with circa 11% Customers saying their visit to the forum partially resolved their query; and a further 29% of customers surveyed within the forum stating their query had been fully resolved to their satisfaction negating the requirement to contact us via telephone.

 

“I think that our use of social media along with our own in-house help forum is second to none due to the interaction we are enabled to have with our customers. Actually dealing with their inquiries through this form of communication allows us to deal with a customer at a time which is convenient for them, but it also allows us to deal with a customer from their initial query all the way through to a resolution for the most part.” - Fraser Hughes, Community Co-Ordinator

 

 

 


Company: BSkyB

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

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

Lithy category: Best Social Support Program

________________________________________________

 

 

 

Best Social Support Program

BSkyB

2013

 

BskyB has become an integral part of our modern entertainment society with in excess of 10 million subscribers across the UK and Ireland.

 

As part of our core vision of “Believe in Better” we have implemented a multi-platform Customer interaction and engagement model to create a culture of entertaining, exciting and inspiring our Customers. As a pioneer of modern entertainment and Customer service we developed a fully integrated Social support Customer program encapsulating Sky Help Forums, Facebook and Twitter delivering service excellence whenever and wherever our Customers need us.

 

Our Vision

 

“To ensure our existing Community and Social Media channels are kept relevant, informative and engaging. To develop emergent channels to engage our current subscribers, enhance our brand/recognition with our Online Customer base.”

 

Our core goal in implementing a cohesive Customer Service structure is centered upon the integration of our Social Channels and Customer support services, whilst promoting a culture of peer to peer support and online self-help.

 

Empowering our Customers to utilise the wealth of self-service options online supports the fast paced lifestyles of our Customer base allowing them to access the information they need at the click of a button at a time that suits them. In increasing community traffic and engagement, we have identified a core improvement in Customer first time resolution, Customer satisfaction and Net Promoter Scores.

 

Our Strategy

 

Our core methodology within Sky is “Believe in Better” from investing in our Customers, our product and our people we have created a culture of continuous improvement and development. Our social support streams are unique in their integration as a cohesive Social Customer Support program combining an end to end Customer experience.

 

The Sky Help Forum launched in October 2010 since then our community has grown to nearly 250,000 registered users, which is 250% up on last year.

 

We have seen our engagement on the community increase in the last year and we now have 9,708 marked accepted solutions. Over the last six months our thread views have reached in excess of 1.5 million each week.

 

We have also introduced Ask a Question and a Knowledge Base to help support our Customers in getting an answer to their query or issue quickly.

 

Our Knowledge Base is proving a great success to both our Community and Sky as a whole. We currently have 65 articles within the Knowledge Base with in excess of 127,813 article views in one month alone (February – March 2013) Our Knowledge Base is fast becoming a “One Stop Shop” for troubleshooting guides, hints & tips and ‘How To’ guides for our Community members and visitors.

 

To enrich support for our Customers we have expanded our Communities & Social Media team at Sky to incorporate a Community & Engagement team and a Designated Case Handling team. In optimising our Customer Service strategy in terms of social support we have utilised both the traditional Customer insight frameworks based upon KPIs of Customer sentiment, traffic and SEO analysis but also we have implemented a core Customer insight strategy to ensure that we continue to improve the service we offer our audience.

 

Our Customer insight strategy includes the implementation of Customer direct feedback sessions based both in an online WebEx environment and Customer closeness events to understand the experiences of our Customers. This insight has proved invaluable in the continued improvement of Customer support with the future implementation of gamification and supportive resources. The insight provided in terms of the continued optimisation of our social platforms, use of KPI metrics in terms of sentiment, SEO analytics and Customer satisfaction also support continued improvement across our Contact Centre operations providing key insight into service provision, product insight and Customer engagement thus influencing improvement programs across the organisation.

 

As part of our Customer improvement initiatives we have launched the One Service Programme offering an individualised Customer support stream within our Contact Centres and our dedicated One Service online Community.

 

The core ethos of One Service is to provide our Customers with continued Service Excellence in their end to end Customer journey from joining Sky to help and support. The initial One Service programme has launched to a pilot group customer base of 400,000 Customers in a key geographical location.

 

The measures of success in terms of individualised support have been resoundingly successful in terms of core operational metrics of Customer First Time resolution, Customer satisfaction and NPS. We have introduced brand new online features exclusively for One Service Customers including “My Help Request” that allows our Customers to manage their account and get in touch with us should they have any questions or experience any issues.

 

The My Help Request Portal is a central hub to raise help requests and manage any existing enquiries related to Sky products and services. All My Help Requests are case managed by our team of specialist trained Sky staff who resolve queries and answer any questions within 24 hours providing updates via text alerts or email.

 

In offering our Customers multi-platform help it was key that our internal structure in terms of processes and insight was robust and inclusive in terms of shared knowledge and best practice. Developing a core network of Specialists across our varying products and services assures that our audience demographic receives simply great service regardless of their chosen channel. Historically, our internal operational structure and process was designed to support Customer interaction in a standardised contact centre format however, with the inception of help and support across social channels outlining Customer journeys based upon each individual social channel was imperative in offering tailored solutions based on the method of contact.

 

Our core Customer Response Management system is now reflective of each individual Customer’s journey across all products and contact channels. Individual case management of each Customer’s enquiries across both our Lithium Social Monitoring/Social interaction platform and our internal Customer Response Management system provides a holistic view of each Customer’s activity and interactions allowing our people to provide an individualised service in understanding our Customers.

 

“Just knowing this has been achieved with the customer only needing their use of their smartphone/tablet/laptop opens up a world of possibilities. No more waiting on hold, no more call flows or robotic responses, just 100% satisfaction! And the best part of it all? The system is still in its infancy and will get even better with future updates!” - Dave Charleston, Community Co-Ordinator

 

Outcome/Results

 

As a pioneer of multi-platform entertainment and Customer interaction we continue to develop new and innovative ways to engage and offer support to our Customers. From Social Media to Interactive help via their Remote Control we have assured that our Customers are at the heart of our business.

 

The introduction of social interaction across multiple platforms has shown not only seen an increase in interactivity– over 82,000 interactions per month - but an increase in Customer satisfaction to 87%. Similarly, NPS for both Twitter and Chat Services has also increased substantially to 61% and 64% respectively.

 

In addition to increased usage and satisfaction, BSkyB has seen significant savings through call deflection with circa 11% Customers saying their visit to the forum partially resolved their query; and a further 29% of customers surveyed within the forum stating their query had been fully resolved to their satisfaction negating the requirement to contact us via telephone.

 

“I think that our use of social media along with our own in-house help forum is second to none due to the interaction we are enabled to have with our customers. Actually dealing with their inquiries through this form of communication allows us to deal with a customer at a time which is convenient for them, but it also allows us to deal with a customer from their initial query all the way through to a resolution for the most part.” - Fraser Hughes, Community Co-Ordinator

 

 

 

Status:
2013 Lithy Finalist

Lithys 2013: HP - Best Social Support Program

By DeniseJ

Company: HP

Entry submitted by: Tyna Chua (tyna_c) Social Media Manager

Community: HP Support Forum (h30434.www3.hp.com)

Lithy category: Best Social Support Program

_______________________________________________

 

The award-winning HP Consumer Support Forums – the cornerstone of HP’s social support efforts – are a global interactive community where HP customers connect online with one another to exchange insights, tips and answers to each other's questions.

 

Boasting traffic of two visits every second in 2012, the HP Consumer Support Forums have hit some remarkable milestones which demonstrate their reach, impact and growth:

 

  • With a notable 48% increase in Forum questions, the community handled this growth effectively, showing a 17% improvement in reply rate.  We are showing continued improvement in reply rates, with the last three months showing an increase of 27%.
  • An impressive 80% increase in page views of Accepted Solutions.
  • Accepted Solutions are viewed 1,500 times on average, enabling others to benefit from a solution provided by the community to the original post-er.

(Data is based on 2012 compared to 2011).

 

Drivers of Success

 

At the heart of HP’s Social Support Program are the following:

 

I.  Community Engagement

HP’s social care community would not be as successful as it is today if it weren’t for our volunteer "HP Experts" – employees and customers who donate their time to the Forums to answer HP customer questions.These Experts are the life blood of HP’s Forums, and their active participation directly influences the vibrancy and vitality of the seven HP Forum communities.

 

So how do we energize and motivate our Experts to keep participating in our Forums?  We continue to develop our HP Expert Program, which includes:

 

  • Our annual Social Support Summit, bringing together hundreds of our top Forum contributors from around the world with one thing in common: a passion to help others through social tools.   In its second year, the Summit this March in Orlando, FL attracted 200 attendees speaking more than seven languages: English, French, German, Korean, Portuguese, Spanish and Chinese.

 

  • Worldwide expert meet ups:  Meet-ups bring together global and regional HP employees and local volunteers for informal social gatherings to exchange ideas and solutions.
  • Contests:  HP introduced a gaming challenge for top contributors to respond to threads on the least active Forum boards.
  • Expert Days: 24-hour Expert "marathons” on specific topics designed to accelerate solutions to customer issues.
  • Improving Expert efficiency with an Unanswered Questions Widget: A widget displaying unanswered Forum posts allows HP Experts fast and easy access to neglected posts, resulting in faster response times and more satisfied customers.
  • Product Loan Program: Provides Experts the opportunity to have the most popular HP products in their homes so they can better help customers asking product-specific questions. 
  • Product Briefing Series:  Provide training on new HP products and technologies, giving Experts up-to-date knowledge to help customers in the Forums.  We conducted seven Product Briefings in 2012, with more planned in 2013. 

These initiatives helped contribute to the following results (Data is based on 2012 compared to 2011):

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

II. Customer Experience

Because the great majority of our Forum visitors are “observers,” we have placed due emphasis on improving the user interface by making it easier for visitors to ask a question or search the Forums.  In partnership with Lithium, we have launched several customer experience improvements that increase visibility to the “ask” feature and improve search results layout.   Preliminary data shows that the changes yield positive results, increasing Forum search by 66% globally (week after release average vs. week prior to release average).  In the pipeline are changes to simplify registration and encourage customer feedback.

 

III.  Monitoring and Harvesting

We currently harvest our Forum conversations and provide frequent, regular feedback to the business units for product improvement or service/support quality. Funneling customer feedback from Forums to business units results in improvements such as creation of patches by our software development team or updates to content on our website.Additionally, every month, we provide the business units with a list of top viewed threads that have not been solved by the community so they can further investigate and provide guidance.

 

IV. Investments

Our Forums are a key component of our overall support strategy, and this is evident in our investment priorities, including:

  • improving our tools and making enhancements to the Forums experience
  • recruiting top talent to add to our army of Experts and advocates
  • investing in our volunteer base and dedicated agents that help assist our customers

Social media as a channel for customer support continues to grow in importance to HP and its customers.  Our Forum activity remains far-reaching, providing support throughout several regions and languages.

 

Quick Timeline

  • HP's Consumer Support Forums available since 2009
  • Quarterly Expert Days across seven languages commenced 2009
  • Expert meet ups commenced 2010
  • Inaugural Social Support Summit occurred March 2012
  • One billion Page Views milestone in November 2012

 

 

 

 


Company: HP

Entry submitted by: Tyna Chua (tyna_c) Social Media Manager

Community: HP Support Forum (h30434.www3.hp.com)

Lithy category: Best Social Support Program

_______________________________________________

 

The award-winning HP Consumer Support Forums – the cornerstone of HP’s social support efforts – are a global interactive community where HP customers connect online with one another to exchange insights, tips and answers to each other's questions.

 

Boasting traffic of two visits every second in 2012, the HP Consumer Support Forums have hit some remarkable milestones which demonstrate their reach, impact and growth:

 

  • With a notable 48% increase in Forum questions, the community handled this growth effectively, showing a 17% improvement in reply rate.  We are showing continued improvement in reply rates, with the last three months showing an increase of 27%.
  • An impressive 80% increase in page views of Accepted Solutions.
  • Accepted Solutions are viewed 1,500 times on average, enabling others to benefit from a solution provided by the community to the original post-er.

(Data is based on 2012 compared to 2011).

 

Drivers of Success

 

At the heart of HP’s Social Support Program are the following:

 

I.  Community Engagement

HP’s social care community would not be as successful as it is today if it weren’t for our volunteer "HP Experts" – employees and customers who donate their time to the Forums to answer HP customer questions.These Experts are the life blood of HP’s Forums, and their active participation directly influences the vibrancy and vitality of the seven HP Forum communities.

 

So how do we energize and motivate our Experts to keep participating in our Forums?  We continue to develop our HP Expert Program, which includes:

 

  • Our annual Social Support Summit, bringing together hundreds of our top Forum contributors from around the world with one thing in common: a passion to help others through social tools.   In its second year, the Summit this March in Orlando, FL attracted 200 attendees speaking more than seven languages: English, French, German, Korean, Portuguese, Spanish and Chinese.

 

  • Worldwide expert meet ups:  Meet-ups bring together global and regional HP employees and local volunteers for informal social gatherings to exchange ideas and solutions.
  • Contests:  HP introduced a gaming challenge for top contributors to respond to threads on the least active Forum boards.
  • Expert Days: 24-hour Expert "marathons” on specific topics designed to accelerate solutions to customer issues.
  • Improving Expert efficiency with an Unanswered Questions Widget: A widget displaying unanswered Forum posts allows HP Experts fast and easy access to neglected posts, resulting in faster response times and more satisfied customers.
  • Product Loan Program: Provides Experts the opportunity to have the most popular HP products in their homes so they can better help customers asking product-specific questions. 
  • Product Briefing Series:  Provide training on new HP products and technologies, giving Experts up-to-date knowledge to help customers in the Forums.  We conducted seven Product Briefings in 2012, with more planned in 2013. 

These initiatives helped contribute to the following results (Data is based on 2012 compared to 2011):

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

II. Customer Experience

Because the great majority of our Forum visitors are “observers,” we have placed due emphasis on improving the user interface by making it easier for visitors to ask a question or search the Forums.  In partnership with Lithium, we have launched several customer experience improvements that increase visibility to the “ask” feature and improve search results layout.   Preliminary data shows that the changes yield positive results, increasing Forum search by 66% globally (week after release average vs. week prior to release average).  In the pipeline are changes to simplify registration and encourage customer feedback.

 

III.  Monitoring and Harvesting

We currently harvest our Forum conversations and provide frequent, regular feedback to the business units for product improvement or service/support quality. Funneling customer feedback from Forums to business units results in improvements such as creation of patches by our software development team or updates to content on our website.Additionally, every month, we provide the business units with a list of top viewed threads that have not been solved by the community so they can further investigate and provide guidance.

 

IV. Investments

Our Forums are a key component of our overall support strategy, and this is evident in our investment priorities, including:

  • improving our tools and making enhancements to the Forums experience
  • recruiting top talent to add to our army of Experts and advocates
  • investing in our volunteer base and dedicated agents that help assist our customers

Social media as a channel for customer support continues to grow in importance to HP and its customers.  Our Forum activity remains far-reaching, providing support throughout several regions and languages.

 

Quick Timeline

  • HP's Consumer Support Forums available since 2009
  • Quarterly Expert Days across seven languages commenced 2009
  • Expert meet ups commenced 2010
  • Inaugural Social Support Summit occurred March 2012
  • One billion Page Views milestone in November 2012

 

 

 

 

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