Lithys: Digital Customer Excellence Awards

Showing results for 
Search instead for 
Do you mean 

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

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

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

The stories are amazing.


 
New Idea
Status:
2015 Lithy Submission

Lithys 2015: Consorsbank - Total Community All Sta...

By JaniceK

Lithys 2015: Consorsbank - Total Community All Star

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2015 02:56 PM - edited ‎04-25-2015 03:04 PM

Company: Consorsbank 
Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business

Community: Die Wissenscommunity von Cortal Consors (https://wissen.cortalconsors.de)

Lithy category: Total Community All Star

 

Consorsbank by BNP Paribas is a leading direct bank in Europe that prides itself on “liberating clients from the restrictions of classic banks.” The digitalization has changed our daily lives – and that’s what we have translated to banking. Our broad product offerings, useful tools and the platform for customer ideas allows us to create the banking of tomorrow together with our customers.

 

The bank’s brand is built on the concept that financial investors hold the power to make the best decisions for their investments, and its goal is to provide product offerings that help achieve this objective.

 

Consorsbank is an online bank with no branches, therefore there are limited number of opportunities for the bank to connect with its customers in traditional ways. The bank wanted to create a social environment where they could better understand the needs of their customers, help them solve problems and build trusted relationships. Market factors also dictated the need for Consorsbank to differentiate itself from the increasingly competitive landscape and deliver on customers’ extreme expectations.

 

The bank was inspired by its challenges to move beyond the outdated “knowledge base” on its website and create a Total Community experience for private investors. The company envisioned a social community for the full gamut of investors, beginners to those with decades of experience. Consorsbank planned for a community where private investors could feel comfortable sharing knowledge, offering peer-to-peer support, and providing investment advice. Always on the forefront of innovation, Consorsbank also wanted to allow their customers greater influence and involvement in the company’s offerings by giving them the ability to rate the bank’s products and services.

 

Benefits of having a Lithium Total Community

 

In order to create a customer community that would meet these diverse needs, Consorsbank turned to Lithium to provide the Total Community software platform. Now Consorsbank’s Lithium-powered community boasts more than 14,000 community members with more than 8,500 posts. It gives customers a voice and builds trust between the bank and investors.

 

The main feature of the community is Consorsbank Websection Knowledge base, monitored by the bank’s community manager. It gives customers a voice and builds and gathers trusted user-generated content. The platform offers real and up-to-date help for customers, and provides a place for them to discuss financial markets and have their questions answered. Many long-term customers have significant knowledge and experience in a wide array of banking topics, and the community allows other members to tap into their insight. Additionally, a blog written by the bank’s subject matter experts allows Consorsbank to provide professional education to their community members.

 

Ideas

Consorsbank Community Ideas is an aspect of the community that asks members to help create “ the bank of the future” - it’s a place for investors to share their wishes and proposals for the bank of tomorrow. The bank provides the community with bi-weekly themes to help drive the conversation. In addition, members evaluate products, compare prices and services, and suggest features to help make banking products transparent. This activation has produced 150 innovation ideas within 2 months.

 

Ratings and Reviews

What really sets Consorsbank apart from other financial institutions is its Ratings & Reviews. Customers can rate and review the bank’s products and services and give feedback. Consorsbank is one of the first banks in Europe to drive this level of feedback and transparency with its customers.

 

“This is a bold move for us since it puts great power in the hands of our customers,” says Clemens Eckstein, Social Solutions Architect and Project Head at Consorsbank. “By allowing this open and public feedback from existing customers on our own platform, we provide absolute transparency into our strengths and weaknesses.”

 

The program has validated the importance of transparency and increased the bank’s conversion rate by 30% which was an increase of 1,500 customers per week.

 

Customer Voice 2.0

 

Consorsbank set the bar high with its Customer Voice 2.0 roadmap. Their goal was to transform themselves into a customer-centric company. By using Lithium’s Community Platform, they were able to leverage the ideas, knowledge and feedback from all of their customers. In doing so, Consorsbank is allowing customers to be active participants in developing an even more effective foundation for their money decisions, while also further enhancing the bank's connections with its customers. The trusted relationships they are building with their customers encourage open dialogue, brand advocacy, and loyalty. Customer Voice 2.0 is also extremely valuable to internal stakeholders by giving them valuable and immediate feedback regarding their products and services. Thus, it helps them to define a roadmap together with their customers.

 

Our Total Community results

 

In the first year the Consorsbank Community saw outstanding business results:

 

  • The average rating for current account holders is 4.3 out of 5 stars
  • Increase of conversion rate by 30% netted 1,500 new customers each week
  • 260 Ratings & Reviews by customers with more than 80 Comments
  • 40% increase in click-through rate on banners showing Ratings & Reviews
  • Unique Visitors increased by over 300%
  • 17,000 community members
  • 150 Community Innovation Ideas within two months


Because of the success of the social platform, the marketing campaign introducing the new “Consorsbank” brand featured community as one of the main selling points. The campaign also included a commercial.

 

 


Company: Consorsbank 
Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business

Community: Die Wissenscommunity von Cortal Consors (https://wissen.cortalconsors.de)

Lithy category: Total Community All Star

 

Consorsbank by BNP Paribas is a leading direct bank in Europe that prides itself on “liberating clients from the restrictions of classic banks.” The digitalization has changed our daily lives – and that’s what we have translated to banking. Our broad product offerings, useful tools and the platform for customer ideas allows us to create the banking of tomorrow together with our customers.

 

The bank’s brand is built on the concept that financial investors hold the power to make the best decisions for their investments, and its goal is to provide product offerings that help achieve this objective.

 

Consorsbank is an online bank with no branches, therefore there are limited number of opportunities for the bank to connect with its customers in traditional ways. The bank wanted to create a social environment where they could better understand the needs of their customers, help them solve problems and build trusted relationships. Market factors also dictated the need for Consorsbank to differentiate itself from the increasingly competitive landscape and deliver on customers’ extreme expectations.

 

The bank was inspired by its challenges to move beyond the outdated “knowledge base” on its website and create a Total Community experience for private investors. The company envisioned a social community for the full gamut of investors, beginners to those with decades of experience. Consorsbank planned for a community where private investors could feel comfortable sharing knowledge, offering peer-to-peer support, and providing investment advice. Always on the forefront of innovation, Consorsbank also wanted to allow their customers greater influence and involvement in the company’s offerings by giving them the ability to rate the bank’s products and services.

 

Benefits of having a Lithium Total Community

 

In order to create a customer community that would meet these diverse needs, Consorsbank turned to Lithium to provide the Total Community software platform. Now Consorsbank’s Lithium-powered community boasts more than 14,000 community members with more than 8,500 posts. It gives customers a voice and builds trust between the bank and investors.

 

The main feature of the community is Consorsbank Websection Knowledge base, monitored by the bank’s community manager. It gives customers a voice and builds and gathers trusted user-generated content. The platform offers real and up-to-date help for customers, and provides a place for them to discuss financial markets and have their questions answered. Many long-term customers have significant knowledge and experience in a wide array of banking topics, and the community allows other members to tap into their insight. Additionally, a blog written by the bank’s subject matter experts allows Consorsbank to provide professional education to their community members.

 

Ideas

Consorsbank Community Ideas is an aspect of the community that asks members to help create “ the bank of the future” - it’s a place for investors to share their wishes and proposals for the bank of tomorrow. The bank provides the community with bi-weekly themes to help drive the conversation. In addition, members evaluate products, compare prices and services, and suggest features to help make banking products transparent. This activation has produced 150 innovation ideas within 2 months.

 

Ratings and Reviews

What really sets Consorsbank apart from other financial institutions is its Ratings & Reviews. Customers can rate and review the bank’s products and services and give feedback. Consorsbank is one of the first banks in Europe to drive this level of feedback and transparency with its customers.

 

“This is a bold move for us since it puts great power in the hands of our customers,” says Clemens Eckstein, Social Solutions Architect and Project Head at Consorsbank. “By allowing this open and public feedback from existing customers on our own platform, we provide absolute transparency into our strengths and weaknesses.”

 

The program has validated the importance of transparency and increased the bank’s conversion rate by 30% which was an increase of 1,500 customers per week.

 

Customer Voice 2.0

 

Consorsbank set the bar high with its Customer Voice 2.0 roadmap. Their goal was to transform themselves into a customer-centric company. By using Lithium’s Community Platform, they were able to leverage the ideas, knowledge and feedback from all of their customers. In doing so, Consorsbank is allowing customers to be active participants in developing an even more effective foundation for their money decisions, while also further enhancing the bank's connections with its customers. The trusted relationships they are building with their customers encourage open dialogue, brand advocacy, and loyalty. Customer Voice 2.0 is also extremely valuable to internal stakeholders by giving them valuable and immediate feedback regarding their products and services. Thus, it helps them to define a roadmap together with their customers.

 

Our Total Community results

 

In the first year the Consorsbank Community saw outstanding business results:

 

  • The average rating for current account holders is 4.3 out of 5 stars
  • Increase of conversion rate by 30% netted 1,500 new customers each week
  • 260 Ratings & Reviews by customers with more than 80 Comments
  • 40% increase in click-through rate on banners showing Ratings & Reviews
  • Unique Visitors increased by over 300%
  • 17,000 community members
  • 150 Community Innovation Ideas within two months


Because of the success of the social platform, the marketing campaign introducing the new “Consorsbank” brand featured community as one of the main selling points. The campaign also included a commercial.

 

 

Status:
2016 Lithy Submission

Lithys 2016: Comcast - Total Community All Star

By JaniceK

Lithys 2016: Comcast - Total Community All Star

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

Untitled63.pngCompany:  Comcast 

Entry submitted by: Matt Verna (Analyst)

Community: Comcast Help & Support Forums 

Lithy category:  Total Community All Star

 

 Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings. 

 

Comcast’s number one goal is to transform our customers’ experience with us. Social media has become a strong and effective service channel for our customers. In 2015 we expanded the use of Lithium Social Web and completely redesigned Comcast’s community. The Digital Care team works to resolve all customer inquiries in a timely matter with a heavy focus on quality interactions. Lithium’s LSW and Community solutions both provide significant support in our goal to provide excellent service 24x7x365. With these solutions, we are able to measure success and track volume and engagement from each social platform.

 

Key 2015 Milestones:

  • Created and deployed NPS survey program
  • Achieved higher than industry average NPS score based on nearly 60% survey response rate
  • Increase in channel (social) resolution rates to 99%+
  • Deployed a Quality program for our team which focused on the customer experience and the behaviors necessary to change customer perceptions & sentiments from negative to positive
  • Deployed Spanish Language support for Xfinity Latino Twitter and Facebook
  • Reduced non-social channel escalations per month from 4000 to 400
  • 5M Page Views in the Help & Support Community
  • 5M Unique Visitors to our community - nearly 10M from mobile and tablet devices
  • More than 8.25M Solution Views - a 13% increase year over year
  • More than 5.4M registered community users

 

My Account App integration with @comcastcares

The XFINITY My Account app is a self help tool for the customer. Customers are guided through interactive troubleshooting guides. If the issue persists after completion of basic troubleshooting, customers are given the option to tweet @comcastcares. Utilizing LSW’s Routing features we are able to seamlessly support customer inquiries received via this channel.

 

Untitled68.png

 

Expert Help

Lithium’s Expert help feature has been a game changing addition for the Digital Care team. From any platform we support we are able to escalate the conversation to key stakeholders within the company. This helps the Digital Care team provide the best customer experience by getting to the right solutions as quickly as possible. This also helps alert key stakeholders within the company about potential issues with the products and services under their direction.

 

Untitled69.png

 

Smart View

Smart Views have allowed us to significantly enhance our approach to queue management. This has given us the ability, based on event, topic or outage, to capture the volume and help shift resources to the specific event or topic. As most issues found on social media are time sensitive, we have the ability to provide reactive statements and provide real-time communication to internal stakeholders.

 

Untitled70.png

 

Approvals

The Digital Care team has had significant growth over the past few years. Due to this growth we have found that LSW’s Approval feature has helped our team with training new hires and our quality program. The Approval feature gives our team’s SMEs (subject matter experts) the ability to approve new hire posts to ensure they meet the Digital Care quality standards. This also helps with developing the necessary confidence to engage on social and provides a cleaner method of learning the brand’s social voice. This allows us to focus on providing the best overall customer experience.

 

Untitled71.png

 

Dashboards/Alerts

The Digital Care Team utilizes dashboards to provide micro level operational insights to our Digital Care leaders and broader information to key stakeholders from throughout the company. This feature has changed the way Digital Care Team communicates with our colleagues. We no longer have to capture the volume and send an email alerting the stakeholders. We currently have 165 users with dashboard access. Many are also set up for alerts pertaining to what product or service they support. This provides real time alerts and insight to what is happening on social media.

 

Untitled72.pngUntitled73.png

 

Forums Links to Related Content

When viewing a discussion thread, the bottom of the page now has links to related content that may help answer questions and green check marks to let customers quickly see that the question in that thread has an approved solution.

 

Untitled74.png

 

KB integration

With the Knowledge Base integration, we are able to respond to customers on Twitter or Facebook with self-help or approved solutions from our community. This allows us to not only provide accurate information, but also helps us introduce potential new users to our growing Community. In addition to driving new users to our community, we are also able to introduce the new community user to our solution, thus furthering our reach from one-to-one to one-to-many solutions.

 

Untitled75.png


Untitled63.pngCompany:  Comcast 

Entry submitted by: Matt Verna (Analyst)

Community: Comcast Help & Support Forums 

Lithy category:  Total Community All Star

 

 Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings. 

 

Comcast’s number one goal is to transform our customers’ experience with us. Social media has become a strong and effective service channel for our customers. In 2015 we expanded the use of Lithium Social Web and completely redesigned Comcast’s community. The Digital Care team works to resolve all customer inquiries in a timely matter with a heavy focus on quality interactions. Lithium’s LSW and Community solutions both provide significant support in our goal to provide excellent service 24x7x365. With these solutions, we are able to measure success and track volume and engagement from each social platform.

 

Key 2015 Milestones:

  • Created and deployed NPS survey program
  • Achieved higher than industry average NPS score based on nearly 60% survey response rate
  • Increase in channel (social) resolution rates to 99%+
  • Deployed a Quality program for our team which focused on the customer experience and the behaviors necessary to change customer perceptions & sentiments from negative to positive
  • Deployed Spanish Language support for Xfinity Latino Twitter and Facebook
  • Reduced non-social channel escalations per month from 4000 to 400
  • 5M Page Views in the Help & Support Community
  • 5M Unique Visitors to our community - nearly 10M from mobile and tablet devices
  • More than 8.25M Solution Views - a 13% increase year over year
  • More than 5.4M registered community users

 

My Account App integration with @comcastcares

The XFINITY My Account app is a self help tool for the customer. Customers are guided through interactive troubleshooting guides. If the issue persists after completion of basic troubleshooting, customers are given the option to tweet @comcastcares. Utilizing LSW’s Routing features we are able to seamlessly support customer inquiries received via this channel.

 

Untitled68.png

 

Expert Help

Lithium’s Expert help feature has been a game changing addition for the Digital Care team. From any platform we support we are able to escalate the conversation to key stakeholders within the company. This helps the Digital Care team provide the best customer experience by getting to the right solutions as quickly as possible. This also helps alert key stakeholders within the company about potential issues with the products and services under their direction.

 

Untitled69.png

 

Smart View

Smart Views have allowed us to significantly enhance our approach to queue management. This has given us the ability, based on event, topic or outage, to capture the volume and help shift resources to the specific event or topic. As most issues found on social media are time sensitive, we have the ability to provide reactive statements and provide real-time communication to internal stakeholders.

 

Untitled70.png

 

Approvals

The Digital Care team has had significant growth over the past few years. Due to this growth we have found that LSW’s Approval feature has helped our team with training new hires and our quality program. The Approval feature gives our team’s SMEs (subject matter experts) the ability to approve new hire posts to ensure they meet the Digital Care quality standards. This also helps with developing the necessary confidence to engage on social and provides a cleaner method of learning the brand’s social voice. This allows us to focus on providing the best overall customer experience.

 

Untitled71.png

 

Dashboards/Alerts

The Digital Care Team utilizes dashboards to provide micro level operational insights to our Digital Care leaders and broader information to key stakeholders from throughout the company. This feature has changed the way Digital Care Team communicates with our colleagues. We no longer have to capture the volume and send an email alerting the stakeholders. We currently have 165 users with dashboard access. Many are also set up for alerts pertaining to what product or service they support. This provides real time alerts and insight to what is happening on social media.

 

Untitled72.pngUntitled73.png

 

Forums Links to Related Content

When viewing a discussion thread, the bottom of the page now has links to related content that may help answer questions and green check marks to let customers quickly see that the question in that thread has an approved solution.

 

Untitled74.png

 

KB integration

With the Knowledge Base integration, we are able to respond to customers on Twitter or Facebook with self-help or approved solutions from our community. This allows us to not only provide accurate information, but also helps us introduce potential new users to our growing Community. In addition to driving new users to our community, we are also able to introduce the new community user to our solution, thus furthering our reach from one-to-one to one-to-many solutions.

 

Untitled75.png

Status:
2015 Lithy Submission

Lithys 2015: Claro - Total Community All Star

By JaniceK

Lithys 2015: Claro - Total Community All Star

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-29-2015 11:18 AM - last edited on ‎04-29-2015 01:12 PM by JulieH

Company: Claro  
Entry submitted by:  Iasmine Pereira (Iasmine) and Luciano Piva (Lpivap)  

Community:  Comunidade Claro hdtv (http://comunidadeclarohdtv.claro.com.br/)

Lithy category: Total Community All Star

 

Claro TV is a Brazilian satellite pay-TV operator, controlled by Mexican company America Movil, one of the largest groups of mobile telephony in the world that, from 2006, began to adopt Claro brand in 16 countries of America. With over 3 million subscribers, Claro TV is now the fourth largest pay-TV operator in Brazil.   

 

We decided to implement the Community and LSW because we wanted a new user experience for our brand which would bring with it key business and marketing opportunities such as:

  • Call deflection;
  • Reduced customer attrition;
  • ROI optimization;
  • Become an innovative player in the Brazilian Market;
  • Create a CRM channel with our members and customers;
  • Reduced Support costs.

 

 

Benefits of a Total Community

 

Both LSW and Community have been decisive in helping us be more effective on social channels and establishing a closer brand relationship with our customers.

 

The Community is a source of valuable content both for customers looking for solutions to problems and to Claro TV fans searching for the latest Claro news. To help direct our customers to the community from our main domain and ensure they can quickly find the information they need, the Claro TV website was redeveloped to include several various touch points to the community and federated search, leading to a 45% increase in Community page views.

 

In addition to our own promotion efforts, the community has benefited from seeing its content shared on the social web by some of our fans, expanding the community’s reach and driving engagement.   The Community also increased registrations for Minha Claro, an exclusive online account management tool for Claro customers. This increase is very important because not only is Minha Claro useful for future CRM purposes, the tool offers a number of support features that generate further call deflection from Customer Support.

 

With LSW we are able to unify support across social channels, and the agents are able to answer more questions in less time.  This productivity increase meant we were able to reduce the team while maintaining our SLA’s and volume of response.  The integration of Community and LSW means that we are able to link to community topics in our social responses, potentially reducing agents’ time to response while providing an additional means of promoting the community.

 

Our results

 

In the first 8 months of the ClaroTV Community and Social support through LSW we have seen impressive results:

 

  • 40% month on month growth of unique visitors
  • 23% month on month growth of registrations
  • 18% month on month growth of new topics
  • 86% customer satisfaction score for social support through LSW
  • 50% increase in agent responses per day compared to our previous tool

 

On top of that, solution views continue to grow 100% month on month, increasing the reach of peer-to-peer solved topics and potentially contributing to support deflection.

 

 

 


Company: Claro  
Entry submitted by:  Iasmine Pereira (Iasmine) and Luciano Piva (Lpivap)  

Community:  Comunidade Claro hdtv (http://comunidadeclarohdtv.claro.com.br/)

Lithy category: Total Community All Star

 

Claro TV is a Brazilian satellite pay-TV operator, controlled by Mexican company America Movil, one of the largest groups of mobile telephony in the world that, from 2006, began to adopt Claro brand in 16 countries of America. With over 3 million subscribers, Claro TV is now the fourth largest pay-TV operator in Brazil.   

 

We decided to implement the Community and LSW because we wanted a new user experience for our brand which would bring with it key business and marketing opportunities such as:

  • Call deflection;
  • Reduced customer attrition;
  • ROI optimization;
  • Become an innovative player in the Brazilian Market;
  • Create a CRM channel with our members and customers;
  • Reduced Support costs.

 

 

Benefits of a Total Community

 

Both LSW and Community have been decisive in helping us be more effective on social channels and establishing a closer brand relationship with our customers.

 

The Community is a source of valuable content both for customers looking for solutions to problems and to Claro TV fans searching for the latest Claro news. To help direct our customers to the community from our main domain and ensure they can quickly find the information they need, the Claro TV website was redeveloped to include several various touch points to the community and federated search, leading to a 45% increase in Community page views.

 

In addition to our own promotion efforts, the community has benefited from seeing its content shared on the social web by some of our fans, expanding the community’s reach and driving engagement.   The Community also increased registrations for Minha Claro, an exclusive online account management tool for Claro customers. This increase is very important because not only is Minha Claro useful for future CRM purposes, the tool offers a number of support features that generate further call deflection from Customer Support.

 

With LSW we are able to unify support across social channels, and the agents are able to answer more questions in less time.  This productivity increase meant we were able to reduce the team while maintaining our SLA’s and volume of response.  The integration of Community and LSW means that we are able to link to community topics in our social responses, potentially reducing agents’ time to response while providing an additional means of promoting the community.

 

Our results

 

In the first 8 months of the ClaroTV Community and Social support through LSW we have seen impressive results:

 

  • 40% month on month growth of unique visitors
  • 23% month on month growth of registrations
  • 18% month on month growth of new topics
  • 86% customer satisfaction score for social support through LSW
  • 50% increase in agent responses per day compared to our previous tool

 

On top of that, solution views continue to grow 100% month on month, increasing the reach of peer-to-peer solved topics and potentially contributing to support deflection.

 

 

 

Status:
2015 Lithy Submission

Lithys 2015: Canon - Total Community All Star

By JaniceK

Company: Canon 

Entry submitted by: Patricia M. DiPasquale (pmdCanon) Sr. Manager, Digital Marketing Services

Community: Canon Community (community.usa.canon.com/)

LSW social channels: FacebookTwitter, Instagram 

Lithy category: Total Community All Star

 

Canon U.S.A., Inc., headquartered in Melville, New York, is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean (excluding Mexico) markets.

 

With approximately $31 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents registered in 2014† and is one of Fortune Magazine’s World’s Most Admired Companies in 2015.

 

† Based on weekly patent counts issued by United States Patent and Trademark Office.

 

Our road to Lithium

 

The Canon approach to taking on new social platforms is that each has to meet objectives not already covered by other platforms, as well as being able to serve different audiences. There is crossover, of course, but there are unique characteristics as well.

 

Knowing that the conversation would go on with or without us, we decided to bring that conversation closer to home where we could be a part of it. We set out armed with a list of business objectives, criteria for success, and must-have requirements. After extensive research and comparing the features of available forum platforms, choosing the Lithium-powered Community was a no-brainer.

 

Of the seven business objectives set for our social platforms, the two main objectives we sought to fulfill with a forum were:

  • Support our customers and build brand loyalty
  • Gain customer insights & feedback

 

We don’t want to say that either of these are a problem, but the Forum was most certainly the solution. The Canon Community grew quickly, averaging well over 1,000 new members and over 200,000 unique visitors every month. Many answers come from the Community, but our Customer Support Center is there to fill in the gaps.

 

As one could imagine, having to moderate the Forum, Facebook, Twitter, YouTube, LinkedIn, Instagram and Vimeo for the wide range of Canon products, takes a lot of eyeballs and a variety of skillsets. However, once Lithium Social Web announced the inclusion of images as part of the moderation platform, we knew it would be the closest thing to a magic bullet that we could get.

 

Benefits of a Total Community

 

As stated earlier, LSW has transformed how our Customer Support Center operates. Previously, the forum was moderated by manually refreshing the page to review the latest posts. And rather than having to figure out where the last moderator left off via sticky notes and email, the tool clearly indicates where the next moderator can start his or her shift.

 

In regards to digital strategy, LSW allows for a more controlled social environment, meaning that there isn’t as much of a fear factor as there once was when introducing additional social platforms. The ability to moderate the Forum, Facebook and Twitter from a single location, have an automated workflow, and metrics that would satisfy the most finicky of analysts, truly made a difference for our Customer Support Center.

 

Every post made on the Community, Twitter or Facebook comes into LSW so the team can moderate, escalate, and assist as needed, ensuring that no posts are missed, and that the team can quickly act on trends. The moderators are also able to provide feedback on product complaints and work with product managers at Canon headquarters to help resolve customer issues as soon as a post is made. 

 

Total Community results

 

While we do not have specific numbers to share, implementing LSW has increased efficiency across the board. The only growth in Customer Support headcount has been when new social channels have been added to the mix. And not even in the quantity that was originally forecasted, which is a huge savings in what is possibly the most expensive cost factor: human resources.

 

The tool has also improved the moderation of specific hashtags and handles, making it easier to watch for tweets from specific individuals, as well as easily add new hashtags as we see something that needs to be monitored.

 

By using the filtering functionality, Customer Support is able to weed out tweets from spam-generating handles. This has ensured that the moderators are viewing relevant customer interactions rather than spending time closing out spam.

 

Lastly, the metrics coming out of LSW have allowed the Customer Support Center to get real insight into the productivity of moderators in a way that they haven't been able to before. This information has been useful for providing a good baseline to create future performance goals for the moderators as well as to schedule staff adequately in the present.

 

We have received positive feedback from our Customer Support Center, which gives us the affirmation that our solution is working, internally and externally. Here's an example of the feedback we recently received from our Customer Support Center:

 

We're really happy with LSW and the support team at Lithium.  

I wish we had some way to compare pre-LSW to now.  Getting LSW is like going from filling out stacks of paper forms to getting a computer and doing everything electronically; it's such an improvement.  We previously had to record every fan interaction manually (name, date, comment, platform, etc.).  Now, everything is done in a few mouse clicks.  It's honestly made a huge difference in our productivity and has allowed us to concentrate on fan interaction instead of record keeping.

 

 

 

 


Company: Canon 

Entry submitted by: Patricia M. DiPasquale (pmdCanon) Sr. Manager, Digital Marketing Services

Community: Canon Community (community.usa.canon.com/)

LSW social channels: FacebookTwitter, Instagram 

Lithy category: Total Community All Star

 

Canon U.S.A., Inc., headquartered in Melville, New York, is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean (excluding Mexico) markets.

 

With approximately $31 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents registered in 2014† and is one of Fortune Magazine’s World’s Most Admired Companies in 2015.

 

† Based on weekly patent counts issued by United States Patent and Trademark Office.

 

Our road to Lithium

 

The Canon approach to taking on new social platforms is that each has to meet objectives not already covered by other platforms, as well as being able to serve different audiences. There is crossover, of course, but there are unique characteristics as well.

 

Knowing that the conversation would go on with or without us, we decided to bring that conversation closer to home where we could be a part of it. We set out armed with a list of business objectives, criteria for success, and must-have requirements. After extensive research and comparing the features of available forum platforms, choosing the Lithium-powered Community was a no-brainer.

 

Of the seven business objectives set for our social platforms, the two main objectives we sought to fulfill with a forum were:

  • Support our customers and build brand loyalty
  • Gain customer insights & feedback

 

We don’t want to say that either of these are a problem, but the Forum was most certainly the solution. The Canon Community grew quickly, averaging well over 1,000 new members and over 200,000 unique visitors every month. Many answers come from the Community, but our Customer Support Center is there to fill in the gaps.

 

As one could imagine, having to moderate the Forum, Facebook, Twitter, YouTube, LinkedIn, Instagram and Vimeo for the wide range of Canon products, takes a lot of eyeballs and a variety of skillsets. However, once Lithium Social Web announced the inclusion of images as part of the moderation platform, we knew it would be the closest thing to a magic bullet that we could get.

 

Benefits of a Total Community

 

As stated earlier, LSW has transformed how our Customer Support Center operates. Previously, the forum was moderated by manually refreshing the page to review the latest posts. And rather than having to figure out where the last moderator left off via sticky notes and email, the tool clearly indicates where the next moderator can start his or her shift.

 

In regards to digital strategy, LSW allows for a more controlled social environment, meaning that there isn’t as much of a fear factor as there once was when introducing additional social platforms. The ability to moderate the Forum, Facebook and Twitter from a single location, have an automated workflow, and metrics that would satisfy the most finicky of analysts, truly made a difference for our Customer Support Center.

 

Every post made on the Community, Twitter or Facebook comes into LSW so the team can moderate, escalate, and assist as needed, ensuring that no posts are missed, and that the team can quickly act on trends. The moderators are also able to provide feedback on product complaints and work with product managers at Canon headquarters to help resolve customer issues as soon as a post is made. 

 

Total Community results

 

While we do not have specific numbers to share, implementing LSW has increased efficiency across the board. The only growth in Customer Support headcount has been when new social channels have been added to the mix. And not even in the quantity that was originally forecasted, which is a huge savings in what is possibly the most expensive cost factor: human resources.

 

The tool has also improved the moderation of specific hashtags and handles, making it easier to watch for tweets from specific individuals, as well as easily add new hashtags as we see something that needs to be monitored.

 

By using the filtering functionality, Customer Support is able to weed out tweets from spam-generating handles. This has ensured that the moderators are viewing relevant customer interactions rather than spending time closing out spam.

 

Lastly, the metrics coming out of LSW have allowed the Customer Support Center to get real insight into the productivity of moderators in a way that they haven't been able to before. This information has been useful for providing a good baseline to create future performance goals for the moderators as well as to schedule staff adequately in the present.

 

We have received positive feedback from our Customer Support Center, which gives us the affirmation that our solution is working, internally and externally. Here's an example of the feedback we recently received from our Customer Support Center:

 

We're really happy with LSW and the support team at Lithium.  

I wish we had some way to compare pre-LSW to now.  Getting LSW is like going from filling out stacks of paper forms to getting a computer and doing everything electronically; it's such an improvement.  We previously had to record every fan interaction manually (name, date, comment, platform, etc.).  Now, everything is done in a few mouse clicks.  It's honestly made a huge difference in our productivity and has allowed us to concentrate on fan interaction instead of record keeping.

 

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Leroy Merlin Espańa - Total Community...

By JaniceK

Lithys 2016: Leroy Merlin Espańa - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 01:41 PM - last edited on ‎05-03-2016 08:30 AM by Moderator Moderator

Untitled50.pngCompany: Leroy Merlin Espańa

Entry submitted by: Francisco Campos Dominguez (PacoCampos) Social Media Manager

Community: Comunidad Leroy Merlin

Lithy Category:  Total Community All Star

 

Leroy Merlin is the home improvement leader with +60 stores and has been in Spain for the last 25 years. Part of the ADEO Group, Leroy Merlin is the European home improvement retail leader.

 

The company culture of sharing, co-constructing and co-directing, is in the DNA of each "collaborator" and therefore Leroy Merlin Spain is a “community” in itself.

 

The Community: The heart of social evolution

 

The strategy was to "truly be social and not just seem social.”  This means that each "partner" should know the opportunities and concerns that the new environment poses in the company’s "mission" and every individual in the company is responsible to seize it. The option of trying to “seem social” in all the social activity in the marketing department was discarded.

 

Beyond our objectives with Total Community, you will find the promotion and support between clients encouraging self-learning DIY, decoration, etc. These existing activities provide the best user experience for our customers but also a relief in the workload of our employees in the brick and mortar stores. 

 

On the other hand, we obtained an increase in sales both indirectly in stores through workshops, tips/ideas shown in Bricopedia (Wikitips), and the Project Gallery. In addition, people can directly purchase in the online store by gathering all the materials required directly from the shared project in the community.

 

Finally, we achieve a greater commitment from our employees. They are getting to know the customers and their needs and discovering customers with a very high commitment when responding to complex questions, technical issues, or questions requiring advanced knowledge. 

 

Benefits of a Total Community

A Lithium community and LSW are very important to our social strategy of providing customers. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook, Twitter, Instragram and our community that help us as source of relevant content creating sinergies between our social channels.

In the community you can buy some projects in one click. 

The UGC is integrated in Newsletters, brochures and guides welcome you to interact, visiting the webpage, participating in workshops or sharing your passion about homes in the community. Too, the best projects become the protagonist in the most popular TV program in the country. 

 

Social networks and Community build the "Social Ecosystem Leroy Merlin" with more that 3MM followers:

  • + 720.000 Followers in Facebook
  • +65.000 Followers in twitter
  • +63.000 suscriptors in youtube
  • +12.000 followers in pinterest and instagram.
  • +2MM users uniques in the Community
    • 32% Blogs
    • 21% Forum
    • 27% Projects (Ideas)
    • 18% Bricopedias (TKB)

 

Untitled51.png

 

To measure the success of the Community, Leroy Merlin focused on 3 main KPIs

  1. +2MM Number of visits: Whenever a client resolves a question by visiting the Community, the company saves hours of customer service in stores, improves brand image and increases commercial potential
  2. +23.000  Number of content generated: Whenever members of the Community generate content for free, the company saves the cost of producing marketing/corporate materials
  3. +20.000Number of visits to the store: Every time the Community drives a customer to visit the online store a sales opportunity is generated

 

leroy merin.jpg

 

You cant see it, but you can perceive that it is a company that listens its clients, that tries to help them and that wants to improve every day.

 

 


Untitled50.pngCompany: Leroy Merlin Espańa

Entry submitted by: Francisco Campos Dominguez (PacoCampos) Social Media Manager

Community: Comunidad Leroy Merlin

Lithy Category:  Total Community All Star

 

Leroy Merlin is the home improvement leader with +60 stores and has been in Spain for the last 25 years. Part of the ADEO Group, Leroy Merlin is the European home improvement retail leader.

 

The company culture of sharing, co-constructing and co-directing, is in the DNA of each "collaborator" and therefore Leroy Merlin Spain is a “community” in itself.

 

The Community: The heart of social evolution

 

The strategy was to "truly be social and not just seem social.”  This means that each "partner" should know the opportunities and concerns that the new environment poses in the company’s "mission" and every individual in the company is responsible to seize it. The option of trying to “seem social” in all the social activity in the marketing department was discarded.

 

Beyond our objectives with Total Community, you will find the promotion and support between clients encouraging self-learning DIY, decoration, etc. These existing activities provide the best user experience for our customers but also a relief in the workload of our employees in the brick and mortar stores. 

 

On the other hand, we obtained an increase in sales both indirectly in stores through workshops, tips/ideas shown in Bricopedia (Wikitips), and the Project Gallery. In addition, people can directly purchase in the online store by gathering all the materials required directly from the shared project in the community.

 

Finally, we achieve a greater commitment from our employees. They are getting to know the customers and their needs and discovering customers with a very high commitment when responding to complex questions, technical issues, or questions requiring advanced knowledge. 

 

Benefits of a Total Community

A Lithium community and LSW are very important to our social strategy of providing customers. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook, Twitter, Instragram and our community that help us as source of relevant content creating sinergies between our social channels.

In the community you can buy some projects in one click. 

The UGC is integrated in Newsletters, brochures and guides welcome you to interact, visiting the webpage, participating in workshops or sharing your passion about homes in the community. Too, the best projects become the protagonist in the most popular TV program in the country. 

 

Social networks and Community build the "Social Ecosystem Leroy Merlin" with more that 3MM followers:

  • + 720.000 Followers in Facebook
  • +65.000 Followers in twitter
  • +63.000 suscriptors in youtube
  • +12.000 followers in pinterest and instagram.
  • +2MM users uniques in the Community
    • 32% Blogs
    • 21% Forum
    • 27% Projects (Ideas)
    • 18% Bricopedias (TKB)

 

Untitled51.png

 

To measure the success of the Community, Leroy Merlin focused on 3 main KPIs

  1. +2MM Number of visits: Whenever a client resolves a question by visiting the Community, the company saves hours of customer service in stores, improves brand image and increases commercial potential
  2. +23.000  Number of content generated: Whenever members of the Community generate content for free, the company saves the cost of producing marketing/corporate materials
  3. +20.000Number of visits to the store: Every time the Community drives a customer to visit the online store a sales opportunity is generated

 

leroy merin.jpg

 

You cant see it, but you can perceive that it is a company that listens its clients, that tries to help them and that wants to improve every day.

 

 

Status:
2015 Lithy Submission

Lithys 2015: Foxtel - Total Community All Star

By JaniceK

Lithys 2015: Foxtel - Total Community All Star

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-22-2015 09:26 PM - edited ‎04-27-2015 02:02 PM

Company: Foxtel  
Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community

Community: Foxtel Community (http://community.foxtel.com.au/

LSW: https://www.facebook.com/FOXTELhttps://twitter.com/Foxtelhttps://twitter.com/FOXTEL_Help

Lithy category: Total Community All Star

 

 

Foxtel is one of Australia's most progressive and dynamic media companies, directly employing more than 2,500 people, and delivering a diverse subscription television service to both regional and metropolitan areas over cable, satellite and broadband distribution.

 

With our fast-growing customer base, almost 870k Facebook Likes and 100k Twitter Followers (as of 22 April 2015), the company required a robust and integrated solution to manage and service both customers and non-customers online – a fresh (but in-demand) approach to support and relieve the company’s traditional and heavily trafficked inbound/outbound call centre.

Central to our needs was the ability to (1) respond to Social Media enquiries with accuracy, speed and ease and (2) create the online destination, Foxtel Community, to tap into the audience’s passion for our industry and product; increase customer advocacy and engagement; and achieve call deflection through peer-to-peer and self-servicing.

 

Enter Lithium.

 

Benefits of a Total Community

 

 

Foxtel Community and Lithium Social Web (LSW) are managed in-house by the Digital Customer Contact Team (DCCT). DCCT is responsible for helping existing and prospective customers with all Foxtel servicing enquiries received via digital channels:

 

With the team split across two sites at either end of the country, it was imperative to equip agents with the right tools, training and ongoing support to provide a seamless and cohesive customer experience.

To this end, LSW enables and supports us to:

 

  • Respond to all enquiries directed to Foxtel in Facebook and Twitter
  • Take account level enquiries ‘offline’ to manage via phone, email or chat
  • Refer escalated enquiries to our dedicated Customer Resolutions Team
  • Moderate and implement a ‘3 warnings and you’re out’ system for page rule breaches to create a friendly, productive environment for all customers
  • Integrate reporting to the wider business for a full customer journey view


Crucially, LSW also enables early detection, root cause analysis and communication of customer impacting issues.


In addition to the above, Lithium’s Community enables and supports us to:

 

  • Communicate customer impacting issues and updates through to resolution
  • Conduct pilot/beta trials (closed groups)
  • Troubleshoot with customers, the leading driver of visits to Foxtel Community
  • Host our dedicated blog, The Green Room, to educate customers on our core offering – our programming
  • Promote campaigns and products to increase customer satisfaction and company revenue
  • Share Foxtel brand announcements
  • Offer peer-to-peer and self-servicing options for contact deflection
  • Build rapport with customers and potential customers to grow customer advocacy
  • Contribute ideas, feedback and innovations to Foxtel products and services
  • Implement a gamification strategy to keep community members engaged and active, and create subject matter experts
  • Provide 24/7 support to consumers on any mobile or fixed device
  • Optimize our Community using built-in SEO tools

 

Our Total Community results

 

We aim to answer all social media enquiries (Facebook and Twitter) within two hours during business hours, seven days a week, while posts in Foxtel Community that haven’t had a peer response are actioned after 48 hours.

In 2014, Lithium tools enabled us to action more than 480k servicing enquiries through social media, and play host to more than 920k unique visitors and 2.2 million page views.

In 2015 (up until 19 April 2015), we have so far experienced 157k servicing enquiries through social media, 699k unique visitors, and 1.76 million page views.

 

Importantly, Lithium Community and LSW greatly assisted us to manage major customer events – including the launch of our new pricing and packaging structure and the launch of our latest Personal Video Recorder, iQ3 – that would have previously been challenging for the business to handle due to the increase in customer contacts.

 

Customer Advocacy across digital servicing continues to increase YoY as a result of structured workflow (LSW and Community) for digital servicing.

 

 


Company: Foxtel  
Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community

Community: Foxtel Community (http://community.foxtel.com.au/

LSW: https://www.facebook.com/FOXTELhttps://twitter.com/Foxtelhttps://twitter.com/FOXTEL_Help

Lithy category: Total Community All Star

 

 

Foxtel is one of Australia's most progressive and dynamic media companies, directly employing more than 2,500 people, and delivering a diverse subscription television service to both regional and metropolitan areas over cable, satellite and broadband distribution.

 

With our fast-growing customer base, almost 870k Facebook Likes and 100k Twitter Followers (as of 22 April 2015), the company required a robust and integrated solution to manage and service both customers and non-customers online – a fresh (but in-demand) approach to support and relieve the company’s traditional and heavily trafficked inbound/outbound call centre.

Central to our needs was the ability to (1) respond to Social Media enquiries with accuracy, speed and ease and (2) create the online destination, Foxtel Community, to tap into the audience’s passion for our industry and product; increase customer advocacy and engagement; and achieve call deflection through peer-to-peer and self-servicing.

 

Enter Lithium.

 

Benefits of a Total Community

 

 

Foxtel Community and Lithium Social Web (LSW) are managed in-house by the Digital Customer Contact Team (DCCT). DCCT is responsible for helping existing and prospective customers with all Foxtel servicing enquiries received via digital channels:

 

With the team split across two sites at either end of the country, it was imperative to equip agents with the right tools, training and ongoing support to provide a seamless and cohesive customer experience.

To this end, LSW enables and supports us to:

 

  • Respond to all enquiries directed to Foxtel in Facebook and Twitter
  • Take account level enquiries ‘offline’ to manage via phone, email or chat
  • Refer escalated enquiries to our dedicated Customer Resolutions Team
  • Moderate and implement a ‘3 warnings and you’re out’ system for page rule breaches to create a friendly, productive environment for all customers
  • Integrate reporting to the wider business for a full customer journey view


Crucially, LSW also enables early detection, root cause analysis and communication of customer impacting issues.


In addition to the above, Lithium’s Community enables and supports us to:

 

  • Communicate customer impacting issues and updates through to resolution
  • Conduct pilot/beta trials (closed groups)
  • Troubleshoot with customers, the leading driver of visits to Foxtel Community
  • Host our dedicated blog, The Green Room, to educate customers on our core offering – our programming
  • Promote campaigns and products to increase customer satisfaction and company revenue
  • Share Foxtel brand announcements
  • Offer peer-to-peer and self-servicing options for contact deflection
  • Build rapport with customers and potential customers to grow customer advocacy
  • Contribute ideas, feedback and innovations to Foxtel products and services
  • Implement a gamification strategy to keep community members engaged and active, and create subject matter experts
  • Provide 24/7 support to consumers on any mobile or fixed device
  • Optimize our Community using built-in SEO tools

 

Our Total Community results

 

We aim to answer all social media enquiries (Facebook and Twitter) within two hours during business hours, seven days a week, while posts in Foxtel Community that haven’t had a peer response are actioned after 48 hours.

In 2014, Lithium tools enabled us to action more than 480k servicing enquiries through social media, and play host to more than 920k unique visitors and 2.2 million page views.

In 2015 (up until 19 April 2015), we have so far experienced 157k servicing enquiries through social media, 699k unique visitors, and 1.76 million page views.

 

Importantly, Lithium Community and LSW greatly assisted us to manage major customer events – including the launch of our new pricing and packaging structure and the launch of our latest Personal Video Recorder, iQ3 – that would have previously been challenging for the business to handle due to the increase in customer contacts.

 

Customer Advocacy across digital servicing continues to increase YoY as a result of structured workflow (LSW and Community) for digital servicing.

 

 

Status:
2016 Lithy Submission

Lithys 2016: Rogers - Total Community All Star

By JaniceK

Lithys 2016: Rogers - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-26-2016 11:31 PM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled21.pngCompany: Rogers

Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager) 

Community: Rogers Community Forums

Lithy Category: Total Community All Star

 

Rogers Communications is a diversified Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high speed internet and telephony services.  

 

In 2014, we launched a multi-year plan, called Rogers 3.0, to revitalize the company’s legacy of innovation and growth. The plan is centered around delivering a better experience for our customers. We are focused on fixing the basics, creating a more consistent experience and improving customer self-service.

 

Our road to Lithium

 

In 2010, we chose Lithium as our platform provider and launched the Rogers Community Forums. We wanted a best-in-class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.

 

With the successful launch of the Rogers Community Forums, we sought new opportunities to engage with our customers; Twitter and Facebook were the obvious choices.

 

In 2011, we launched our Social Media Support team, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on Twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the volume of customer interactions in social media grew exponentially.

 

Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Media Support team was transitioned to the LSW platform. The transition gave us access to more insightful reporting and new capabilities.

 

Our Social Media Support team started off as a small group providing customer support on Facebook, Twitter and moderation of the Rogers Community Forums. We now have a significantly larger team supporting customers in social media and for the first time ever, we have a dedicated moderator team for the Rogers Community Forums.

 

The benefits of having both a  community and LSW

 

A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/Twitter via PM/DM or in public, while the Community Forums serve as a lasting source of relevant and helpful content.

 

In 2015, we optimized the Rogers Community Forums by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Community Forums. We underwent a significant clean up and optimization exercise where we reviewed each and every post (all the way back from 2010) to ensure accuracy and relevance of information, accepted or provided solutions, and then creation of new content via posts, videos and blogs which aligned to contact centre top call driver results.

 

In addition to a significant community redesign in partnership with Lithium, we also launched Gamification in 2015. Take a look at some of our badges:

 

Untitled22.png

 

And we were one of the first Lithium communities to undergo a Responsive redesign. Over 30% of our traffic comes in from mobile devices and we expect this number to increase.

 

Untitled23.png

 

We also shifted from a purely peer-to-peer support model and started to provide direct support to customers in the Community Forums when our Super Users or other users are unable to assist. We created a common handle called @CommunityHelps to PM with users in the Community Forums. This helps our interactions look and feel seamless to the user and allows us to house all PM conversations in a single, easily-accessed inbox.

 

Untitled24.png

 

Our super user program is a key pillar of our overall Community Forums strategy. In 2015, we created “Front of the Line” service for our Super Users. In LSW, we have tagged our Super Users as priority customers so they receive even faster service through our social channels if they need it. It’s a small token of appreciation for their help in the Community Forums and it’s made possible by LSW.

 

Untitled25.png

 

Our Total Community results

 

Today, the Rogers Community Forums is staffed to support customers from 8 am to midnight, 7 days a week. Our response time has dropped dramatically to under 60 minutes. We create content daily using blogs, posts, videos and live Rogers Ask an Expert events. Our marketing teams have created detailed communication plans to promote the Rogers Community Forums as a destination for self-serve. We are also invited to every go-to-market activity across the company; Community Forums are now seen as a channel in which we can communicate new product/service launches AND obtain valuable customer insights/feedback post-launch.

 

Take a look at some of the promotional material designed to drive traffic to the Rogers Community Forums:

 

Untitled31.png

Untitled29.pngUntitled28.pngUntitled27.pngUntitled30.pngUntitled31.pngUntitled32.png

 

We achieved some amazing results from all of our efforts in 2015 (chart below). We have set some aspirational targets for 2016 and are confident that we are well on our way to our goal of offering a best-in-class customer experience.

 

KPI

2015 Results

Registered users

20% YoY ↑

Page views

60% YoY ↑

CHI

All time high 787 in Sept

Response time

<60 minutes

Call deflection

Deflected 160k+ calls

Super users

11 super users spent 4,713 hours online

 

 


Untitled21.pngCompany: Rogers

Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager) 

Community: Rogers Community Forums

Lithy Category: Total Community All Star

 

Rogers Communications is a diversified Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high speed internet and telephony services.  

 

In 2014, we launched a multi-year plan, called Rogers 3.0, to revitalize the company’s legacy of innovation and growth. The plan is centered around delivering a better experience for our customers. We are focused on fixing the basics, creating a more consistent experience and improving customer self-service.

 

Our road to Lithium

 

In 2010, we chose Lithium as our platform provider and launched the Rogers Community Forums. We wanted a best-in-class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.

 

With the successful launch of the Rogers Community Forums, we sought new opportunities to engage with our customers; Twitter and Facebook were the obvious choices.

 

In 2011, we launched our Social Media Support team, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on Twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the volume of customer interactions in social media grew exponentially.

 

Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Media Support team was transitioned to the LSW platform. The transition gave us access to more insightful reporting and new capabilities.

 

Our Social Media Support team started off as a small group providing customer support on Facebook, Twitter and moderation of the Rogers Community Forums. We now have a significantly larger team supporting customers in social media and for the first time ever, we have a dedicated moderator team for the Rogers Community Forums.

 

The benefits of having both a  community and LSW

 

A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/Twitter via PM/DM or in public, while the Community Forums serve as a lasting source of relevant and helpful content.

 

In 2015, we optimized the Rogers Community Forums by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Community Forums. We underwent a significant clean up and optimization exercise where we reviewed each and every post (all the way back from 2010) to ensure accuracy and relevance of information, accepted or provided solutions, and then creation of new content via posts, videos and blogs which aligned to contact centre top call driver results.

 

In addition to a significant community redesign in partnership with Lithium, we also launched Gamification in 2015. Take a look at some of our badges:

 

Untitled22.png

 

And we were one of the first Lithium communities to undergo a Responsive redesign. Over 30% of our traffic comes in from mobile devices and we expect this number to increase.

 

Untitled23.png

 

We also shifted from a purely peer-to-peer support model and started to provide direct support to customers in the Community Forums when our Super Users or other users are unable to assist. We created a common handle called @CommunityHelps to PM with users in the Community Forums. This helps our interactions look and feel seamless to the user and allows us to house all PM conversations in a single, easily-accessed inbox.

 

Untitled24.png

 

Our super user program is a key pillar of our overall Community Forums strategy. In 2015, we created “Front of the Line” service for our Super Users. In LSW, we have tagged our Super Users as priority customers so they receive even faster service through our social channels if they need it. It’s a small token of appreciation for their help in the Community Forums and it’s made possible by LSW.

 

Untitled25.png

 

Our Total Community results

 

Today, the Rogers Community Forums is staffed to support customers from 8 am to midnight, 7 days a week. Our response time has dropped dramatically to under 60 minutes. We create content daily using blogs, posts, videos and live Rogers Ask an Expert events. Our marketing teams have created detailed communication plans to promote the Rogers Community Forums as a destination for self-serve. We are also invited to every go-to-market activity across the company; Community Forums are now seen as a channel in which we can communicate new product/service launches AND obtain valuable customer insights/feedback post-launch.

 

Take a look at some of the promotional material designed to drive traffic to the Rogers Community Forums:

 

Untitled31.png

Untitled29.pngUntitled28.pngUntitled27.pngUntitled30.pngUntitled31.pngUntitled32.png

 

We achieved some amazing results from all of our efforts in 2015 (chart below). We have set some aspirational targets for 2016 and are confident that we are well on our way to our goal of offering a best-in-class customer experience.

 

KPI

2015 Results

Registered users

20% YoY ↑

Page views

60% YoY ↑

CHI

All time high 787 in Sept

Response time

<60 minutes

Call deflection

Deflected 160k+ calls

Super users

11 super users spent 4,713 hours online

 

 

Status:
2015 Lithy Winner

Lithys 2015: Rogers (Fido) - Total Community All S...

By JaniceK

Company: Rogers (Fido) 

Entry submitted by: Strickland Hines of Rogers and Caroline Lalonde of Fido (clalonde), Community and Social Media Support Manager

Community: Rogers Community Forum and Fido Community

LSW social channels: 

Rogers: FacebookTwitterand second Twitter

Fido: FacebookTwitter,  second Twitter 

Lithy category: Total Community All Star

 

Rogers Communications Inc. is a diversified Canadian telecommunications and media company. We are Canada's largest wireless voice, data and cable services provider and are well known for our product innovations as well as for being first to market. The Fido brand is part of the Rogers family.

 

Rogers and Fido have outlined several areas of focus for 2015; improving the overall customer experience being at the forefront. Our customers are very important to us and putting them first is imperative to our success. The social media team at Rogers and Fido play an integral role in doing so. Both Rogers and Fido have their own unique Community/Social Support teams.

 

In 2010, we chose Lithium as our platform provider and launched the Rogers and Fido communities. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer to peer technical support.

 

With the successful launch of the Rogers and Fido Communities, we sought new opportunities to engage with our customers; Twitter and Facebook provided ideal social platforms and opportunities we were searching for.

 

In 2011, we launched our Social Care teams, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the number of followers grew.

 

In 2013, in order to increase engagement on our social platforms, the scope of support provided in the Forums was expanded to include discussions on all consumer products and services. We also launched Rogers Idea Box, giving customers a voice to help direct change. Idea Box also served as an additional data collection point for customer insights.

 

Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Care team was transitioned to the LSW platform. The transition proved valuable; giving us access to more insightful reporting and new capabilities.

 

Benefits of a Total Community

 

A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/twitter via PM/DM or in public, while the community serves as a lasting source of relevant and helpful content.

 

In 2015, we began to optimize the Rogers and Fido Communities by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Communities. We hired a team of temporary employees to review all posts to ensure accuracy and relevance of information, accepted or provided solutions and then created new content via posts, videos and blogs which aligned to contact centre top call driver results. We also hired additional permanent staff to provide direct on channel support to customers in the forums when our Super Users didn’t have the tools to assist.

 

An important next step in our Social strategy is the integration of our digital properties with the Social platforms we use to support customers. With the capability of the Lithium platform to integrate with our websites, we’ll be able to create seamless buy flows from community to website and helpful peer reviews from the communities on products housed on our website. We began the integration effort with a redesign of both communities to better align each community with its respective website and brand strategy. With Lithium’s support, we were able to successfully launch the redesigned Rogers Community Forums on March 31 and the redesigned Fido Community Forums on April 7.

 

The redesign and optimization aim at achieving the following:     

  • Deflect calls from our contact centers by increasing our resolution rate to best in class results of 40%
  • Leap frog the competition, increase and maintain our CHI score to best in class results of 750
  • Improve responsiveness to 3 hours

 

Our Total Community results

 

Today, both the Rogers and Fido Communities are staffed to support customers, and content is created daily, with blogs, posts, videos and live Rogers Ask an Expert events. We have communicated the change within the organization and externally to our customers, leveraging customer facing material like bill messages as well as IVR messaging and transactional email notifications. At this point, if your forum peers cannot assist, there is a Rogers or Fido moderator waiting to help. Today, with post launch resolution rates results at 40%, we can proudly say that the Rogers and Fido Communities are reliable sources of customer information and support.

 

As we continue with our approach and roadmap into Q2 of 2015, we are well on our way to building a better customer experience.

 

Rogers Performance Results:

 

 

Fido Performance Results:

 


Company: Rogers (Fido) 

Entry submitted by: Strickland Hines of Rogers and Caroline Lalonde of Fido (clalonde), Community and Social Media Support Manager

Community: Rogers Community Forum and Fido Community

LSW social channels: 

Rogers: FacebookTwitterand second Twitter

Fido: FacebookTwitter,  second Twitter 

Lithy category: Total Community All Star

 

Rogers Communications Inc. is a diversified Canadian telecommunications and media company. We are Canada's largest wireless voice, data and cable services provider and are well known for our product innovations as well as for being first to market. The Fido brand is part of the Rogers family.

 

Rogers and Fido have outlined several areas of focus for 2015; improving the overall customer experience being at the forefront. Our customers are very important to us and putting them first is imperative to our success. The social media team at Rogers and Fido play an integral role in doing so. Both Rogers and Fido have their own unique Community/Social Support teams.

 

In 2010, we chose Lithium as our platform provider and launched the Rogers and Fido communities. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer to peer technical support.

 

With the successful launch of the Rogers and Fido Communities, we sought new opportunities to engage with our customers; Twitter and Facebook provided ideal social platforms and opportunities we were searching for.

 

In 2011, we launched our Social Care teams, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the number of followers grew.

 

In 2013, in order to increase engagement on our social platforms, the scope of support provided in the Forums was expanded to include discussions on all consumer products and services. We also launched Rogers Idea Box, giving customers a voice to help direct change. Idea Box also served as an additional data collection point for customer insights.

 

Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Care team was transitioned to the LSW platform. The transition proved valuable; giving us access to more insightful reporting and new capabilities.

 

Benefits of a Total Community

 

A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/twitter via PM/DM or in public, while the community serves as a lasting source of relevant and helpful content.

 

In 2015, we began to optimize the Rogers and Fido Communities by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Communities. We hired a team of temporary employees to review all posts to ensure accuracy and relevance of information, accepted or provided solutions and then created new content via posts, videos and blogs which aligned to contact centre top call driver results. We also hired additional permanent staff to provide direct on channel support to customers in the forums when our Super Users didn’t have the tools to assist.

 

An important next step in our Social strategy is the integration of our digital properties with the Social platforms we use to support customers. With the capability of the Lithium platform to integrate with our websites, we’ll be able to create seamless buy flows from community to website and helpful peer reviews from the communities on products housed on our website. We began the integration effort with a redesign of both communities to better align each community with its respective website and brand strategy. With Lithium’s support, we were able to successfully launch the redesigned Rogers Community Forums on March 31 and the redesigned Fido Community Forums on April 7.

 

The redesign and optimization aim at achieving the following:     

  • Deflect calls from our contact centers by increasing our resolution rate to best in class results of 40%
  • Leap frog the competition, increase and maintain our CHI score to best in class results of 750
  • Improve responsiveness to 3 hours

 

Our Total Community results

 

Today, both the Rogers and Fido Communities are staffed to support customers, and content is created daily, with blogs, posts, videos and live Rogers Ask an Expert events. We have communicated the change within the organization and externally to our customers, leveraging customer facing material like bill messages as well as IVR messaging and transactional email notifications. At this point, if your forum peers cannot assist, there is a Rogers or Fido moderator waiting to help. Today, with post launch resolution rates results at 40%, we can proudly say that the Rogers and Fido Communities are reliable sources of customer information and support.

 

As we continue with our approach and roadmap into Q2 of 2015, we are well on our way to building a better customer experience.

 

Rogers Performance Results:

 

 

Fido Performance Results:

 

Status:
2016 Lithy Submission

Lithys 2016: USAA - Total Community All Star

By JaniceK

Lithys 2016: USAA - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-12-2016 11:32 PM - last edited on ‎05-03-2016 08:39 AM by Moderator Moderator

usaa_0.pngCompany: USAA

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

Community: USAA Community

Lithy category: Total Community All Star

 

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

 

Organizational Background and total Community Digital Customer Strategy

 

When someone joins USAA they have immediate access to free financial resources and personalized products and services — we understand the unique needs of our membership because we’re an organization founded by military members for military members. Our customers rely on us to suggest products and services that meet their financial needs and access to the tools and advice they need to make critical life decisions. Our customer care solutions and Member Community afford USAA’s member’s access to world-class employees that are personally committed to delivering excellent service and superior assistance in their social channel of choice.

 

USAA recognizes that social media is an important member service channel. We’re committed to delivering the gold standard for social customer care in our managed and owned social media properties. USAA is laser focused in our approach to the discovery of a members service issues in social channels with rapid issue resolution or the recommendation of advice which meets an immediate need.

 

USAA determined that online profile recognition methods were disconnected from a member’s true identity and out of sync with our internal CRM systems. Across the social customer care industry and CRM platforms the inability to identity stitch public and private customer profile information together proved to be a key issue in successful social customer handling, dialogue management and customer contact amendment.

 

One of our largest initiatives in 2015 was to develop a solution integrating information from our managed social properties, Lithium Member Community and CRM systems together to provide a 'single member profile’. The ‘single member profile’ would allow USAA to associate social insights with known member information and offer relevant personalized service in social networks or our Member community. USAA knows that the key to personalized service in social channels is immediate recognition of a member in their social channel of choice.

 

Total Community Benefits and Results

 

In 2015 USAA leveraged its Lithium Member Community and planned LSW integration to build a scalable 'single member profile’ we call the Unified Member View. This “360 degree customer view” is the centerpiece of our Total Community Strategy. The Unified Member View includes the Lithium Member Community identity, external social identities and Member Online profile data into a 'single member profile’. USAA’s digital strategy for Total Community focuses on the member profile; our efforts include connecting USAA’s official customer record with all of the public and private social profile attributes that we see emerging.       

 

Untitled3.png

 

The holistic view of the member profile allows USAA to deliver a new level of digital experience and features informed by expanded awareness and insight. Digital features include; personalization informed by social insights or declared life events, member segmentation, peer to peer connection features that match an individual’s needs with member provided advice and solutions.

  • USAA combined the Community Profile with formal customer profile data to create a single social customer experience anchor point
  • Members can now select from personal details (location/military background) directly pulled from their formal profile to share
  • The combined profile provides integrated access to USAA’s Community for our member base of over 10 million individuals
  • The combined profile serves as the comprehensive external social network identity record for all members
  • The aggregation of all member social profiles will be written to the CRM record and reused for customer outreach and promotion
  • 2015 Unified Member View project for Total Community led to broader exposure of the Community Profiles, a 5x monthly increase in Member Community registrations (10,000 Registrations per month on average)
  • LSW, USAA CRM Member Match Technology gives USAA a 5 FTE savings for looking up Member Profile Information and syncing that data to social handles

 

 


usaa_0.pngCompany: USAA

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

Community: USAA Community

Lithy category: Total Community All Star

 

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

 

Organizational Background and total Community Digital Customer Strategy

 

When someone joins USAA they have immediate access to free financial resources and personalized products and services — we understand the unique needs of our membership because we’re an organization founded by military members for military members. Our customers rely on us to suggest products and services that meet their financial needs and access to the tools and advice they need to make critical life decisions. Our customer care solutions and Member Community afford USAA’s member’s access to world-class employees that are personally committed to delivering excellent service and superior assistance in their social channel of choice.

 

USAA recognizes that social media is an important member service channel. We’re committed to delivering the gold standard for social customer care in our managed and owned social media properties. USAA is laser focused in our approach to the discovery of a members service issues in social channels with rapid issue resolution or the recommendation of advice which meets an immediate need.

 

USAA determined that online profile recognition methods were disconnected from a member’s true identity and out of sync with our internal CRM systems. Across the social customer care industry and CRM platforms the inability to identity stitch public and private customer profile information together proved to be a key issue in successful social customer handling, dialogue management and customer contact amendment.

 

One of our largest initiatives in 2015 was to develop a solution integrating information from our managed social properties, Lithium Member Community and CRM systems together to provide a 'single member profile’. The ‘single member profile’ would allow USAA to associate social insights with known member information and offer relevant personalized service in social networks or our Member community. USAA knows that the key to personalized service in social channels is immediate recognition of a member in their social channel of choice.

 

Total Community Benefits and Results

 

In 2015 USAA leveraged its Lithium Member Community and planned LSW integration to build a scalable 'single member profile’ we call the Unified Member View. This “360 degree customer view” is the centerpiece of our Total Community Strategy. The Unified Member View includes the Lithium Member Community identity, external social identities and Member Online profile data into a 'single member profile’. USAA’s digital strategy for Total Community focuses on the member profile; our efforts include connecting USAA’s official customer record with all of the public and private social profile attributes that we see emerging.       

 

Untitled3.png

 

The holistic view of the member profile allows USAA to deliver a new level of digital experience and features informed by expanded awareness and insight. Digital features include; personalization informed by social insights or declared life events, member segmentation, peer to peer connection features that match an individual’s needs with member provided advice and solutions.

  • USAA combined the Community Profile with formal customer profile data to create a single social customer experience anchor point
  • Members can now select from personal details (location/military background) directly pulled from their formal profile to share
  • The combined profile provides integrated access to USAA’s Community for our member base of over 10 million individuals
  • The combined profile serves as the comprehensive external social network identity record for all members
  • The aggregation of all member social profiles will be written to the CRM record and reused for customer outreach and promotion
  • 2015 Unified Member View project for Total Community led to broader exposure of the Community Profiles, a 5x monthly increase in Member Community registrations (10,000 Registrations per month on average)
  • LSW, USAA CRM Member Match Technology gives USAA a 5 FTE savings for looking up Member Profile Information and syncing that data to social handles

 

 

Status:
2016 Lithy Submission

Lithys 2016: Swisscom - Total Community All Star

By JaniceK

Lithys 2016: Swisscom - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 12:18 AM - last edited on ‎05-03-2016 08:36 AM by Moderator Moderator

thumbnail_Swisscom_Logo_RGB.jpgCompany: Swisscom

Contact: Armin Ledergerber (Social Media Service Designer)

Community: Swisscom Community

Lithy category: Total Community All Star

 

As Switzerland’s leading telecom provider, we are a trustworthy companion in the digital world. Our aim is to inspire our customers with the best network, superb offers and outstanding service. Swisscom is one of the most famous and popular brands in Switzerland.

 

Our service leadership is not only distinguished by the fact that we offer an outstanding level of service in our own service touchpoints, such as the hotline and shops, but also that we reach our customers where they are most active from day-to-day: online and especially on the social web.

 

Swisscom’s road to Lithium Total Community

 

The decision to use Lithium was made in 2009. As an early adopter, we were among the first ten European clients to launch a Lithium Community. Two years later, we were the second client in Europe to put LSW into operation. As soon as the partnership began, it became clear that Lithium would be able to help us assert our service leadership in the social web as well.  

 

dc.png

Fig. 1: Social Media Universe of Swisscom

 

LSW for service dialogue in four languages

 

For the digital avant-garde, we offer full-blown customer care on Twitter, Facebook, YouTube, Instagram, and Messenger. Simple service requests and complex issues alike are resolved on these channels. Our goal is to offer an end-to-end resolution of the customer’s request on the channel of his choice.

 

LSW allows not only for effective dialogue management, but also, and in particular, a smooth internal organisation. Service inquiries we receive in German, French, Italian, and English can be distributed easily among two teams in different locations. Since PR, Marketing, and Incident Management specialists also work with LSW, it is possible to provide qualified responses to such inquires as well.

 

gbdfvcs.png

Fig. 2: LSW Setup at Swisscom

 

Community forum for the “long tail” of service requests

 

With our quadrilingual customers-help-customers forum, we aim to bring together experts from the “crowd” with the niche requests of our customers. It is not our goal to treat every issue raised in the forum, but mainly those service inquiries:

 

  • whose problem must first be identified by way of dialogue/discussion,
  • which largely depend on the customer context (e.g. technical setup) and for which no standard solutions exist, or
  • which are not primarily related to our core products (fixed network, TV, web, mobile).

 

The majority of the service requests can be resolved by the customers themselves via our extensive online help pages. The community therefore plays a vital role in dealing with the “long tail” of customer requests.

 

 gdcx.png

Fig. 3: Positioning and Role of the Community within the Solution Space

 

The benefits of Total Community

 

With LSW and the community, we lay the foundation to fulfill the promises of our brand – being a trustworthy companion in the digital world and providing outstanding service – also on the social web. Furthermore, with the Total Community approach, we are able to address the fundamental points of our guiding principles in our social media strategy. As Swisscom, we particularly wish to stand by our customers, to make the first move toward meeting their needs by taking their requests seriously. Similarly, we are open to new ideas, which means we listen to and strive to understand our customers. We put these promises into action as follows:

 

LSW within our social media strategy

 

Thanks to LSW, we have a scalable solution to handle our ever-growing service requests in a quick and efficient manner and with high technical expertise by using also the extensive knowledge of our community. Our customers appreciate the simplicity of the interaction and the high level of problem-solving expertise in these channels. As a result, social media care has an excellent reputation.

 

Community within our social media strategy

 

In addition to customer insights which we gain by listening and engaging through LSW, the community also provides us with greater understanding of the thought processes of our customers. We are therefore better able to grasp what it is that motivates our customers, as well as recognize their needs and discover the issues they discuss with one another. Along with passive listening, we actively invite our customers to participate in product development. As an example, pilot users submitted over 900 posts with suggestions for improving our recently launched UHD TV receiver.

 

In order that the entire company may benefit from the knowledge derived from these activities, agents and community managers carry these insights on a regular basis to the relevant stakeholders within our company.

 

gdfs.png

Fig. 4: Community and Forum Homepages

 

The results of Total Community

 

Since the community and LSW are mainly used in the area of customer care, the focus lies on reducing service costs while maintaining a high customer satisfaction.

 

Directly measurable savings

 

From an efficiency point of view, the community helps us deflecting a very substantial amount of calls (savings of about 6k hours/month). Customers who were able to resolve their issues with the help of the community would otherwise have phoned in 75% of the time. The workload savings excel the investments made to license and manage the community tenfold. Furthermore, interacting with customers through LSW has a strong effect on efficiency indicators as well. These overall positive effects are also a result of a community with a current Community Health Index of just over 700.

 

bnlv.png

Fig. 5: Evolution of the Community Forum

 

Service recovery through social media dialogues

 

Along with the likewise high resolution rate of the LSW-administered dialogues, this service touchpoint is particularly impressive thanks to its high customer satisfaction index of 8.5 (on a scale of 10) and an above-average NPS compared to other service channels.

 

Indirectly measurable results within the company

 

In addition to directly measurable advantages, we clearly see also indirect business outcomes:

  • Voice of the customer: Customer attitudes regarding our products and services are easily recognizable by all employees, which is especially advantageous for product managers. The monitoring of these online discussions helps us identify major problems promptly.
  • Quick feedback loops: It is easy for community users to become involved in product development. This speeds up the development process and ensures customer needs get addressed.
  • Easier troubleshooting: In the case of breakdown, forum discussions help to better understand the cause and thus repair the trouble faster. Thanks to the community’s link to our CRM, affected customers can be identified easily.
  • The sharing of knowledge within the customer care department: Complex customer issues via traditional service touchpoints are often cleared up more quickly with the collective knowledge of the community

 

 


thumbnail_Swisscom_Logo_RGB.jpgCompany: Swisscom

Contact: Armin Ledergerber (Social Media Service Designer)

Community: Swisscom Community

Lithy category: Total Community All Star

 

As Switzerland’s leading telecom provider, we are a trustworthy companion in the digital world. Our aim is to inspire our customers with the best network, superb offers and outstanding service. Swisscom is one of the most famous and popular brands in Switzerland.

 

Our service leadership is not only distinguished by the fact that we offer an outstanding level of service in our own service touchpoints, such as the hotline and shops, but also that we reach our customers where they are most active from day-to-day: online and especially on the social web.

 

Swisscom’s road to Lithium Total Community

 

The decision to use Lithium was made in 2009. As an early adopter, we were among the first ten European clients to launch a Lithium Community. Two years later, we were the second client in Europe to put LSW into operation. As soon as the partnership began, it became clear that Lithium would be able to help us assert our service leadership in the social web as well.  

 

dc.png

Fig. 1: Social Media Universe of Swisscom

 

LSW for service dialogue in four languages

 

For the digital avant-garde, we offer full-blown customer care on Twitter, Facebook, YouTube, Instagram, and Messenger. Simple service requests and complex issues alike are resolved on these channels. Our goal is to offer an end-to-end resolution of the customer’s request on the channel of his choice.

 

LSW allows not only for effective dialogue management, but also, and in particular, a smooth internal organisation. Service inquiries we receive in German, French, Italian, and English can be distributed easily among two teams in different locations. Since PR, Marketing, and Incident Management specialists also work with LSW, it is possible to provide qualified responses to such inquires as well.

 

gbdfvcs.png

Fig. 2: LSW Setup at Swisscom

 

Community forum for the “long tail” of service requests

 

With our quadrilingual customers-help-customers forum, we aim to bring together experts from the “crowd” with the niche requests of our customers. It is not our goal to treat every issue raised in the forum, but mainly those service inquiries:

 

  • whose problem must first be identified by way of dialogue/discussion,
  • which largely depend on the customer context (e.g. technical setup) and for which no standard solutions exist, or
  • which are not primarily related to our core products (fixed network, TV, web, mobile).

 

The majority of the service requests can be resolved by the customers themselves via our extensive online help pages. The community therefore plays a vital role in dealing with the “long tail” of customer requests.

 

 gdcx.png

Fig. 3: Positioning and Role of the Community within the Solution Space

 

The benefits of Total Community

 

With LSW and the community, we lay the foundation to fulfill the promises of our brand – being a trustworthy companion in the digital world and providing outstanding service – also on the social web. Furthermore, with the Total Community approach, we are able to address the fundamental points of our guiding principles in our social media strategy. As Swisscom, we particularly wish to stand by our customers, to make the first move toward meeting their needs by taking their requests seriously. Similarly, we are open to new ideas, which means we listen to and strive to understand our customers. We put these promises into action as follows:

 

LSW within our social media strategy

 

Thanks to LSW, we have a scalable solution to handle our ever-growing service requests in a quick and efficient manner and with high technical expertise by using also the extensive knowledge of our community. Our customers appreciate the simplicity of the interaction and the high level of problem-solving expertise in these channels. As a result, social media care has an excellent reputation.

 

Community within our social media strategy

 

In addition to customer insights which we gain by listening and engaging through LSW, the community also provides us with greater understanding of the thought processes of our customers. We are therefore better able to grasp what it is that motivates our customers, as well as recognize their needs and discover the issues they discuss with one another. Along with passive listening, we actively invite our customers to participate in product development. As an example, pilot users submitted over 900 posts with suggestions for improving our recently launched UHD TV receiver.

 

In order that the entire company may benefit from the knowledge derived from these activities, agents and community managers carry these insights on a regular basis to the relevant stakeholders within our company.

 

gdfs.png

Fig. 4: Community and Forum Homepages

 

The results of Total Community

 

Since the community and LSW are mainly used in the area of customer care, the focus lies on reducing service costs while maintaining a high customer satisfaction.

 

Directly measurable savings

 

From an efficiency point of view, the community helps us deflecting a very substantial amount of calls (savings of about 6k hours/month). Customers who were able to resolve their issues with the help of the community would otherwise have phoned in 75% of the time. The workload savings excel the investments made to license and manage the community tenfold. Furthermore, interacting with customers through LSW has a strong effect on efficiency indicators as well. These overall positive effects are also a result of a community with a current Community Health Index of just over 700.

 

bnlv.png

Fig. 5: Evolution of the Community Forum

 

Service recovery through social media dialogues

 

Along with the likewise high resolution rate of the LSW-administered dialogues, this service touchpoint is particularly impressive thanks to its high customer satisfaction index of 8.5 (on a scale of 10) and an above-average NPS compared to other service channels.

 

Indirectly measurable results within the company

 

In addition to directly measurable advantages, we clearly see also indirect business outcomes:

  • Voice of the customer: Customer attitudes regarding our products and services are easily recognizable by all employees, which is especially advantageous for product managers. The monitoring of these online discussions helps us identify major problems promptly.
  • Quick feedback loops: It is easy for community users to become involved in product development. This speeds up the development process and ensures customer needs get addressed.
  • Easier troubleshooting: In the case of breakdown, forum discussions help to better understand the cause and thus repair the trouble faster. Thanks to the community’s link to our CRM, affected customers can be identified easily.
  • The sharing of knowledge within the customer care department: Complex customer issues via traditional service touchpoints are often cleared up more quickly with the collective knowledge of the community

 

 

Status:
2015 Lithy Submission

Lithys 2015: TELUS - Total Community All Star

By JaniceK

Company: TELUS 

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

Community: TELUS Neighbourhood (forum.telus.com

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

Lithy category: Total Community All Star

 

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

 

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

 

Benefits of a Total Community

 

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

 

Our Total Community results

 

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

 

 

 

 


Company: TELUS 

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

Community: TELUS Neighbourhood (forum.telus.com

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

Lithy category: Total Community All Star

 

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

 

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

 

Benefits of a Total Community

 

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

 

Our Total Community results

 

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

 

 

 

 

Status:
2016 Lithy Winner

Lithys 2016: HP - Total Community All Star

By JaniceK

Lithys 2016: HP - Total Community All Star

Status: 2016 Lithy Winner
by Lithium Technologies JaniceK ‎04-05-2016 12:34 AM - last edited on ‎05-03-2016 08:44 AM by Moderator Moderator

HP_Blue_RGB_72_LG.gifCompany:  HP

Entry submitted by: Teresa Proffitt (Community Engagement Mgr.)

Community: HP Support Forums

Lithy category:  Total Community All Star

 

At HP, our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. To invent, and to reinvent. To engineer experiences that amaze.

 

Road to Lithium

 

Untitled53.png

HP Social Support Footprint

 

With one printer and 1.7 PCs shipping every second, HP has a large and growing installed base of customers globally. Our Support Community is vital to the HP customer experience, and we are always looking for ways to partner with Lithium to deepen customer engagement, improve response and resolution rates, while leaving no customer behind. We believe in the vision and value of a total community; the Lithium platform and Lithium Social Web are crucial to HP’s customer support operations success.

 

With more than 125 million visits per year, our communities must support a large volume of diverse customers — 24 hours a day and seven days a week. Previously, it took a great deal of effort to accurately monitor our forums and social media engagement between social agents and customers. Our implementation of Lithium Social Web (LSW) has empowered our moderators and agents to engage with customers more efficiently and effectively. We are able to route issues, questions, and service events quickly to the right teams, allowing us to create a more positive customer experience and create HP fans.

 

We are now able to create robust dashboards with precise filtering capabilities - supporting our goals of leaving no thread unanswered, increasing customer response time and accepted solutions. The ability to see real-time engagement metrics allows us to monitor our efforts, identify gaps and understand trends. The easy to use dashboards allow us to monitor agent workloads and make resource decisions based on the volume of activity.

 

Strengthening our Community

 

HP’s Customer Support Community focuses on engaging a variety of customer inquiries. Whether seeking general information, finding specific solutions, or sharing knowledge and insights, our forums and social media channels allow users to connect directly with our agents and fellow customers to get the most from their products.

 

Lithium has played a pivotal role in supporting us in the following key areas:

  • Lithium’s gamification package has educated & incented members on the types of activities we value. The gamification package has helped us move members across the engagement ladder, driving increased contributions over time. Our most engaged users are then rewarded with access to HP’s Inner Circle, a private forum where skilled employees & Experts converse. As members progress through the engagement ladder they are invited to a series of events including Expert Days, technical briefings, topic-specific Q&A sessions, global and regional meet-ups – with the intent of building an army of Super Users across the world.

 

Untitled54.png

Profile Page Badging

 

  • Lithium’s flexible platform allows us to enhance our community experience with custom components that showcase our expert users, top solutions, and similar topics. Using Lithium Studio, we have enhanced our community experience with a redesigned user interface that makes it easier for members to quickly access important information and for our users to share personal profiles and capabilities in a compelling format.

 

Untitled55.png

Home Page Redesign

 

  • The Lithium Monitor Wall showcases and tracks volume of conversations, activity, and community contributions within our social care environment. This, combined with Lithium Social Intelligence, enables us to accurately report community perspective, keep a pulse on our community, and capture our key performance indicators.

 

Untitled56.png

HP Social Customer Care Command Center

 

Our results

 

d.pngUntitled57.png

 


HP_Blue_RGB_72_LG.gifCompany:  HP

Entry submitted by: Teresa Proffitt (Community Engagement Mgr.)

Community: HP Support Forums

Lithy category:  Total Community All Star

 

At HP, our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. To invent, and to reinvent. To engineer experiences that amaze.

 

Road to Lithium

 

Untitled53.png

HP Social Support Footprint

 

With one printer and 1.7 PCs shipping every second, HP has a large and growing installed base of customers globally. Our Support Community is vital to the HP customer experience, and we are always looking for ways to partner with Lithium to deepen customer engagement, improve response and resolution rates, while leaving no customer behind. We believe in the vision and value of a total community; the Lithium platform and Lithium Social Web are crucial to HP’s customer support operations success.

 

With more than 125 million visits per year, our communities must support a large volume of diverse customers — 24 hours a day and seven days a week. Previously, it took a great deal of effort to accurately monitor our forums and social media engagement between social agents and customers. Our implementation of Lithium Social Web (LSW) has empowered our moderators and agents to engage with customers more efficiently and effectively. We are able to route issues, questions, and service events quickly to the right teams, allowing us to create a more positive customer experience and create HP fans.

 

We are now able to create robust dashboards with precise filtering capabilities - supporting our goals of leaving no thread unanswered, increasing customer response time and accepted solutions. The ability to see real-time engagement metrics allows us to monitor our efforts, identify gaps and understand trends. The easy to use dashboards allow us to monitor agent workloads and make resource decisions based on the volume of activity.

 

Strengthening our Community

 

HP’s Customer Support Community focuses on engaging a variety of customer inquiries. Whether seeking general information, finding specific solutions, or sharing knowledge and insights, our forums and social media channels allow users to connect directly with our agents and fellow customers to get the most from their products.

 

Lithium has played a pivotal role in supporting us in the following key areas:

  • Lithium’s gamification package has educated & incented members on the types of activities we value. The gamification package has helped us move members across the engagement ladder, driving increased contributions over time. Our most engaged users are then rewarded with access to HP’s Inner Circle, a private forum where skilled employees & Experts converse. As members progress through the engagement ladder they are invited to a series of events including Expert Days, technical briefings, topic-specific Q&A sessions, global and regional meet-ups – with the intent of building an army of Super Users across the world.

 

Untitled54.png

Profile Page Badging

 

  • Lithium’s flexible platform allows us to enhance our community experience with custom components that showcase our expert users, top solutions, and similar topics. Using Lithium Studio, we have enhanced our community experience with a redesigned user interface that makes it easier for members to quickly access important information and for our users to share personal profiles and capabilities in a compelling format.

 

Untitled55.png

Home Page Redesign

 

  • The Lithium Monitor Wall showcases and tracks volume of conversations, activity, and community contributions within our social care environment. This, combined with Lithium Social Intelligence, enables us to accurately report community perspective, keep a pulse on our community, and capture our key performance indicators.

 

Untitled56.png

HP Social Customer Care Command Center

 

Our results

 

d.pngUntitled57.png

 

Status:
2015 Lithy Submission

Lithys 2015: Telstra - Total Community All Star

By JaniceK

Lithys 2015: Telstra - Total Community All Star

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

Company: Telstra 

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

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

Lithy category: Total Community All Star

 

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

 

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

 

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

 

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

 

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

 

CrowdSupport®

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

 

Store Locator & Community – Unlocking Omni-Channel

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

 

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

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

 

CrowdSupport Live – Taking community real-time

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

 

Klout Integration– A global first

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

 

 

 

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

 

Peer Support

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

 

A step change in Customer Help & Support

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

 

Digital Customer Care – Total visibility

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

 

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

 

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

 

Lithium Social Web – the game changer

 

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

 

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

 

Adoption of the Lithium Social Web was the right solution.

 

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

 

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

 

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

 

What’s next?

 

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

 

At Telstra, we believe that in the next five years

 

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

 

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

 

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

 

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

 

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

 

In closing....

 

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

 

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

 

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

 

 

Appendix: Telstra communities

 

 

 


Company: Telstra 

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

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

Lithy category: Total Community All Star

 

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

 

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

 

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

 

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

 

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

 

CrowdSupport®

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

 

Store Locator & Community – Unlocking Omni-Channel

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

 

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

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

 

CrowdSupport Live – Taking community real-time

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

 

Klout Integration– A global first

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

 

 

 

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

 

Peer Support

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

 

A step change in Customer Help & Support

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

 

Digital Customer Care – Total visibility

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

 

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

 

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

 

Lithium Social Web – the game changer

 

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

 

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

 

Adoption of the Lithium Social Web was the right solution.

 

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

 

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

 

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

 

What’s next?

 

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

 

At Telstra, we believe that in the next five years

 

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

 

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

 

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

 

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

 

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

 

In closing....

 

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

 

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

 

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

 

 

Appendix: Telstra communities

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Upwork - Total Community All Star

By JaniceK

Lithys 2016: Upwork - Total Community All Star

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

Untitled38.pngCompany: Upwork


Entry submitted by: Garnor Morantes  (Director)

Community:  Upwork Community

Lithy category:  Total Community All Star

 

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

 

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

 

What Total Community means at Upwork

 

Filling a void in the future of work

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

 

Giving the brand a Voice

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

 

Knowing our customers

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

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

 

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

 

More about our Community and how it’s evolved

 

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

 

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

 

Untitled39.png

 

 

Performance Results of Our Total Community:

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

 

Untitled40.png

 

Expanding our Total Community - What’s Next?

 

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

 

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

 

An increased focus on Community Support

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

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

 

Launching LSW

 

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

 

LSW has helped in the following areas:

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

 


Untitled38.pngCompany: Upwork


Entry submitted by: Garnor Morantes  (Director)

Community:  Upwork Community

Lithy category:  Total Community All Star

 

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

 

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

 

What Total Community means at Upwork

 

Filling a void in the future of work

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

 

Giving the brand a Voice

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

 

Knowing our customers

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

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

 

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

 

More about our Community and how it’s evolved

 

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

 

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

 

Untitled39.png

 

 

Performance Results of Our Total Community:

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

 

Untitled40.png

 

Expanding our Total Community - What’s Next?

 

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

 

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

 

An increased focus on Community Support

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

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

 

Launching LSW

 

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

 

LSW has helped in the following areas:

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

 

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Total ...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:00 PM - last edited on ‎05-03-2016 09:56 AM by Lithium Alumni (Retired) Lithium Alumni (Retired)

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Total Community All Star 

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Road to Lithium

 

In 2010, we chose Lithium as our platform provider and launched the Fido Community. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.

 

Around the same time, we launched our Social Support team, offering our customers a new and convenient support option. As such, we began to support and engage our customers on Twitter and Facebook. As our customers grew comfortable with these channels, they began to adopt this new means of social support and the number of followers grew.

 

In 2013, in order to further increase engagement on our social platforms, the scope of support provided in the Community expanded to include discussions on all consumer products and services.

 

Recognizing the need for optimizing responses and better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we found Lithium Social Web (LSW) to be the best option to meet our objectives and in 2014, the Social Support team was transitioned to the LSW platform. The transition proved valuable; giving us access to new functionalities and more insightful reporting.

 

In 2015, the company placed a huge emphasis on the Community and Social Media support, so we went ahead and included multiple enhancements and redesigns, which have proven to have a positive impact on our results. Thanks to the support and insights available through LSW and LSI, our Social Support team was able to consistently offer best-in-class service and deliver a NPS score amongst the highest throughout the company’s customer service channels.

 

When customers activate their Fido service, they receive this email: 

 

Untitled1.png

 

Benefits of Having a Community and LSW

 

Having a Community is no longer a luxury, but a necessity. Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that some traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.

 

In most communities, questions are answered publicly, but our Lithium community allows us to answer our customers in private as well. This is very useful when customers have questions concerning their services or account, requiring us to discuss and exchange sensitive information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.

 

We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.

 

How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.

 

LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.

 Untitled2.png

 

LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!

 

Here are some of the LSW features that help us deliver best in class service:

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner.
  • Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us.
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

Let’s not forget that we also utilize shared dashboards for real time reporting to specific people in the company and our launching a pilot for LSW experts in 2016 to hopefully improve our response time.

 

Our Results

 

LSW has helped us decrease our Community response time to 120 min in 2016 (93% improvement over 2014 and 34% over last year) while increasing our CHI score by 159 points. Our cost savings and call deflection rates continue to increase. In 2015, our customer survey results indicated over $385K in cost savings by deflecting calls from our contact centre. In the first quarter of 2016 alone, our customer surveys have shown we have already surpassed $625K in cost savings, and that is only for the Community.

 

Untitled3.png

Untitled4.png

 

large.png

 

For our Social Media Support, the implementation of LSW allowed us to maintain a response time of 15 minutes throughout 2015. The results from our customer surveys state that we recorded $329K in cost savings and ended 2015 with an NPS of over +60. We also ended the year with a Resolution rate of 90%, ascertaining our Social Support channels as a customer favourite.

 

Additionally, LSW allowed us to keep watch over our volumes and response time when we launched Facebook Messenger as a support channel through our website, and consequently, helped us to earn and keep the “very responsive” badge on Facebook.

 

Untitled5.png

small.png

medium.png

 


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category:  Total Community All Star 

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Road to Lithium

 

In 2010, we chose Lithium as our platform provider and launched the Fido Community. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.

 

Around the same time, we launched our Social Support team, offering our customers a new and convenient support option. As such, we began to support and engage our customers on Twitter and Facebook. As our customers grew comfortable with these channels, they began to adopt this new means of social support and the number of followers grew.

 

In 2013, in order to further increase engagement on our social platforms, the scope of support provided in the Community expanded to include discussions on all consumer products and services.

 

Recognizing the need for optimizing responses and better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we found Lithium Social Web (LSW) to be the best option to meet our objectives and in 2014, the Social Support team was transitioned to the LSW platform. The transition proved valuable; giving us access to new functionalities and more insightful reporting.

 

In 2015, the company placed a huge emphasis on the Community and Social Media support, so we went ahead and included multiple enhancements and redesigns, which have proven to have a positive impact on our results. Thanks to the support and insights available through LSW and LSI, our Social Support team was able to consistently offer best-in-class service and deliver a NPS score amongst the highest throughout the company’s customer service channels.

 

When customers activate their Fido service, they receive this email: 

 

Untitled1.png

 

Benefits of Having a Community and LSW

 

Having a Community is no longer a luxury, but a necessity. Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that some traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.

 

In most communities, questions are answered publicly, but our Lithium community allows us to answer our customers in private as well. This is very useful when customers have questions concerning their services or account, requiring us to discuss and exchange sensitive information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.

 

We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.

 

How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.

 

LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.

 Untitled2.png

 

LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!

 

Here are some of the LSW features that help us deliver best in class service:

  • Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered.
  • CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction.
  • Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes.
  • Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with.
  • Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner.
  • Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us.
  • Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.

 

Let’s not forget that we also utilize shared dashboards for real time reporting to specific people in the company and our launching a pilot for LSW experts in 2016 to hopefully improve our response time.

 

Our Results

 

LSW has helped us decrease our Community response time to 120 min in 2016 (93% improvement over 2014 and 34% over last year) while increasing our CHI score by 159 points. Our cost savings and call deflection rates continue to increase. In 2015, our customer survey results indicated over $385K in cost savings by deflecting calls from our contact centre. In the first quarter of 2016 alone, our customer surveys have shown we have already surpassed $625K in cost savings, and that is only for the Community.

 

Untitled3.png

Untitled4.png

 

large.png

 

For our Social Media Support, the implementation of LSW allowed us to maintain a response time of 15 minutes throughout 2015. The results from our customer surveys state that we recorded $329K in cost savings and ended 2015 with an NPS of over +60. We also ended the year with a Resolution rate of 90%, ascertaining our Social Support channels as a customer favourite.

 

Additionally, LSW allowed us to keep watch over our volumes and response time when we launched Facebook Messenger as a support channel through our website, and consequently, helped us to earn and keep the “very responsive” badge on Facebook.

 

Untitled5.png

small.png

medium.png

 

Status:
2015 Lithy Submission

Lithys 2015: Orange Spain - Total Community All St...

By JaniceK

Company: Orange Spain  
Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager

Community: Comunidad Orange (https://comunidad.orange.es) and La Comunidad amena.com (https://comunidad.amena.com)

Lithy category: Total Community All Star

 

Orange Espagne SAU is one of the biggest telecom companies in Spain with almost 15 million of customers. It is part of Orange Group and operates with three brands in the Spanish market: Orange, amena.com and Simyo.

 

In 2014, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy.

 

The cornerstone of this strategy has been the launch of new communities, in our two brands (Orange and Amena.com) as a new space of conversation and help among our customers.

 

Our main business goal has been call deflection with a big focus in superusers cultivation program (see Marketing champion Orange Spain application). We have used extensively gamification facilities of Lithium community to get our superusers to create a big amount of solutions to other customers issues.

 

 

Orange Spain community replaced our old forums and it proved essential to not losing SEO positioning of main threads thanks to the easy and proper migration process.

 

The benefits of having both Community and LSW for our digital strategy

 

Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. It is also a strongest generator of traffic to the website, because of  the good SEO performance it has.

 

In our omnichannel strategy, communities is central regarding social. All our social marketing and customer support in other media is always referencing and linking community content.

 

In our brand amena.com, which is oriented to digital customers, community is even more important: 25% of our customers visit the community every month.

 

In addition, we decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.

 

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

 

Our Total Community Results

 

Regarding communities, we have got 300k monthly visits. Mainly, these visits are coming to communities to solve any doubt or problem. We have found that 27% of visitors surveyed, say that they get their problem solved in their visit, so we are saving costs consistently: around 500k euros at year.

 

We are very happy also with the contribution to the community of our superusers: 56% of topics of the last month, got a solution by one of them.

 

Regarding social media, Facebook and Twitter, we are very proud of achieving our goals of response time and customer satisfaction: we answer 90% of posts in our SLA time (2 hours), and we got 80% of customer satisfaction in these interactions.

 

These indicators have put us consistently in the top-5 of most socially devoted brands in Spain on Facebook, month by month, according to Social Bakers ranking (http://www.socialbakers.com/resources/reports/regional/spain/2015/january/)

 

 


Company: Orange Spain  
Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager

Community: Comunidad Orange (https://comunidad.orange.es) and La Comunidad amena.com (https://comunidad.amena.com)

Lithy category: Total Community All Star

 

Orange Espagne SAU is one of the biggest telecom companies in Spain with almost 15 million of customers. It is part of Orange Group and operates with three brands in the Spanish market: Orange, amena.com and Simyo.

 

In 2014, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy.

 

The cornerstone of this strategy has been the launch of new communities, in our two brands (Orange and Amena.com) as a new space of conversation and help among our customers.

 

Our main business goal has been call deflection with a big focus in superusers cultivation program (see Marketing champion Orange Spain application). We have used extensively gamification facilities of Lithium community to get our superusers to create a big amount of solutions to other customers issues.

 

 

Orange Spain community replaced our old forums and it proved essential to not losing SEO positioning of main threads thanks to the easy and proper migration process.

 

The benefits of having both Community and LSW for our digital strategy

 

Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. It is also a strongest generator of traffic to the website, because of  the good SEO performance it has.

 

In our omnichannel strategy, communities is central regarding social. All our social marketing and customer support in other media is always referencing and linking community content.

 

In our brand amena.com, which is oriented to digital customers, community is even more important: 25% of our customers visit the community every month.

 

In addition, we decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.

 

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

 

Our Total Community Results

 

Regarding communities, we have got 300k monthly visits. Mainly, these visits are coming to communities to solve any doubt or problem. We have found that 27% of visitors surveyed, say that they get their problem solved in their visit, so we are saving costs consistently: around 500k euros at year.

 

We are very happy also with the contribution to the community of our superusers: 56% of topics of the last month, got a solution by one of them.

 

Regarding social media, Facebook and Twitter, we are very proud of achieving our goals of response time and customer satisfaction: we answer 90% of posts in our SLA time (2 hours), and we got 80% of customer satisfaction in these interactions.

 

These indicators have put us consistently in the top-5 of most socially devoted brands in Spain on Facebook, month by month, according to Social Bakers ranking (http://www.socialbakers.com/resources/reports/regional/spain/2015/january/)

 

 

Status:
2015 Lithy Submission

Lithys 2015: HSN - Total Community All Star

By JaniceK

Lithys 2015: HSN - Total Community All Star

Status: 2015 Lithy Submission
by Lithium Technologies JaniceK ‎04-29-2015 08:42 PM - edited ‎04-30-2015 10:30 AM

Company: HSN 

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

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

Lithy category: Total Community All Star

 

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

 

Lithium Community & LSW provides a platform that empowers HSN to efficiently moderate, market, measure and scale conversation across owned and earned platforms including Facebook, Twitter and the HSN Community. It gives our customers a seamless experience across all devices to engage with HSN wherever they are and provides real business value back by driving quality conversation around HSN product, which in turn increases conversion through people looking for similar topics across natural search.

 

Benefits of a Total Community

 

Moderation work flows have become much easier to manage across multiple people on a team working 22-hours a day across multiple channels. Assigning moderation tasks and reviewing the analytics that LSW generates has provided more insight into the volume and sentiment of conversation happening, which has allowed us to be smarter as an organization and as a team when identifying new community guidelines, reacting to crises, and day-to-day community management. Lithium Community has allowed us to also remove redundant engagement platforms so that conversations are now ONLY happening on one platform, but integrated and optimized for all screens.

 

Our Total Community Results

 

  • +2,502.4% in Membership Y/Y
  • +241.8% in Unique Visitors Y/Y
  • +109.4% in Posts Y/Y
  • +105.7% in Sessions Y/Y
  • Stats are still growing this year. We’re seeing +40% in Sales Y/Y in Q1 this year.

 


Company: HSN 

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

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

Lithy category: Total Community All Star

 

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

 

Lithium Community & LSW provides a platform that empowers HSN to efficiently moderate, market, measure and scale conversation across owned and earned platforms including Facebook, Twitter and the HSN Community. It gives our customers a seamless experience across all devices to engage with HSN wherever they are and provides real business value back by driving quality conversation around HSN product, which in turn increases conversion through people looking for similar topics across natural search.

 

Benefits of a Total Community

 

Moderation work flows have become much easier to manage across multiple people on a team working 22-hours a day across multiple channels. Assigning moderation tasks and reviewing the analytics that LSW generates has provided more insight into the volume and sentiment of conversation happening, which has allowed us to be smarter as an organization and as a team when identifying new community guidelines, reacting to crises, and day-to-day community management. Lithium Community has allowed us to also remove redundant engagement platforms so that conversations are now ONLY happening on one platform, but integrated and optimized for all screens.

 

Our Total Community Results

 

  • +2,502.4% in Membership Y/Y
  • +241.8% in Unique Visitors Y/Y
  • +109.4% in Posts Y/Y
  • +105.7% in Sessions Y/Y
  • Stats are still growing this year. We’re seeing +40% in Sales Y/Y in Q1 this year.

 

Status:
2016 Lithy Submission

Lithys 2016: Virgin Media - Total Community All St...

By JaniceK

Lithys 2016: Virgin Media - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-04-2016 05:18 PM - last edited on ‎05-03-2016 08:47 AM by Moderator Moderator

Logo.jpgCompany:  Virgin Media 

Entry submitted by: James Woods (Community Lead)

Community: Virgin Media Community

Lithy category:  Total Community All Star

 

 

Since the invention of the internet, digital technology has had an increasing impact on the way we live. As the UK’s first provider of all four broadband, TV, mobile phone and home phone services, it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.

 

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

 

Our road to Lithium

At Virgin Media, we believe in digital technology that makes good things happen for people, communities and businesses. We do everything we can to ensure technology is a force for good. This is why we’re committed to providing the best guidance, support and services – and working with Lithium has helped us to make this a reality.

 

We’ve been prominent on social media for around eight years now, and a Lithium-hosted community was established in 2009, and brought into the growing eService team in 2012. As these channels developed into popular care and support destinations, it became increasingly vital for us to be able to manage these conversations within an efficient, easy to use, reliable, configurable and data-rich environment.

 

After trying and testing every response tool, it was quickly clear that Lithium Social Web was the best match for our demanding requirements. We started using it towards the end of 2013 on the big three – Twitter, Facebook and Community – and haven’t looked back. Targeted queues, comment threading, publishing tools, advanced analytics and tagging – these are just some of the standard LSW features that we’ve now come to rely on as part of our day-to-day operation.

 

After one year of LSW we were already working 30% more efficiently. We no longer miss posts, delay responding to priority queries, and we can offer an individually tailored customer experience with true case ownership and empowerment for our people.

 

The benefits of having both a community and LSW 

 

Our priority is providing the very best eService customer care experience. We’re firm believers in finding the next best action for our customers – and we utilize every aspect of our social media platforms and tools to do just that. We encourage and evangelize across our organization to think ‘Community First’. It now sits at the heart of our social media operation – the hub of our own Total Community.

Our Twitter operation continues to go from strength to strength, Last year we became the first ISP to hit 1million tweets: 12 months on and we’ve added another half a million – all through LSW.

 

Our team respond to conventional care requests, as well as managing those conversations that result from marketing or brand posts. LSW’s smart tagging and work queues allow us to ensure the right conversations are handled by the right people – whether it’s prospective customers responding to hidden posts on Facebook, or having some light-hearted on-brand chat about sports on Twitter.

 

We understand that Twitter and Facebook aren’t always the appropriate channel for certain queries. If our teams can’t resolve the issue directly, we draw upon our YouTube help video collection, web-chat, a revamped and finely-tuned service status page, and a vast database of helpful links to make sure that we can get customers to the right place to answer their query. More and more, we’re encouraging them to visit our community.

 

Untitled36.png

 

We’re able to be more intelligent in this channel switching. We can optimise the incredible peer-to-peer power of the community, increase the visibility of curated trending topics and helpful answers, and encourage and stimulate the conversations customers need to have to get the help they need, and to bring them close to the business.

 

Results

 

The results of placing LSW and our Lithium Community at the centre of our next best action / community first philosophy are clear.

 

Our primary indicator is call reduction.

 

We’re seeing more Helpful Answers (Accepted Solutions) and views than ever before. Answers were up 22% from 2014-2015, while views rocketed 48% in the same time period.

 

Untitled38.pngUntitled37.png

 

 

It’s therefore no surprise that using a combination of our own benchmarking and Lithium’s value proposition, even a conservative estimate sees the community deflecting over 10,000 calls per week in 2016.

 

We know that membership of the community has a great value too – 87% of members who have sought help in the past will think ‘Community first’ the next time they need assistance from Virgin Media.

 

Untitled39.png

 

Analyzing customer journeys shows that the number of tweeters we refer to the community is increasing, and our cross-site promotion initiative means that we’re seeing a 54% increase in visitor referrals from other parts of VirginMedia.com.

 

Our newly launched Digital Life blog is also bringing our tech-smart Twitter followers into the community, introducing them to an environment where they can ask us the kind of questions that would take far more than 140 characters to answer.

 

Our social media and community teams are the place to go for sentiment and verbatim on any development or project. The information we can leverage from our social toolkit, especially that from LSW and LSI, mean we can provide both high-level data and in-depth analysis – the real voice of the customer.

 

The internal visibility and success of the community has led to an increase in opportunities to add further value to the wider business. On our last major trial had over 5000 forum posts between the project team and the triallists as they made sure we were ready to go to market.

 

Untitled40.png

We’re seeing more requests than ever before to run feedback trials and host focus groups.

 

As a result, with every new product we launch, with every potential contact-driver, Virgin Media is seeing the benefits of embracing our Total Community, first.


Logo.jpgCompany:  Virgin Media 

Entry submitted by: James Woods (Community Lead)

Community: Virgin Media Community

Lithy category:  Total Community All Star

 

 

Since the invention of the internet, digital technology has had an increasing impact on the way we live. As the UK’s first provider of all four broadband, TV, mobile phone and home phone services, it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.

 

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

 

Our road to Lithium

At Virgin Media, we believe in digital technology that makes good things happen for people, communities and businesses. We do everything we can to ensure technology is a force for good. This is why we’re committed to providing the best guidance, support and services – and working with Lithium has helped us to make this a reality.

 

We’ve been prominent on social media for around eight years now, and a Lithium-hosted community was established in 2009, and brought into the growing eService team in 2012. As these channels developed into popular care and support destinations, it became increasingly vital for us to be able to manage these conversations within an efficient, easy to use, reliable, configurable and data-rich environment.

 

After trying and testing every response tool, it was quickly clear that Lithium Social Web was the best match for our demanding requirements. We started using it towards the end of 2013 on the big three – Twitter, Facebook and Community – and haven’t looked back. Targeted queues, comment threading, publishing tools, advanced analytics and tagging – these are just some of the standard LSW features that we’ve now come to rely on as part of our day-to-day operation.

 

After one year of LSW we were already working 30% more efficiently. We no longer miss posts, delay responding to priority queries, and we can offer an individually tailored customer experience with true case ownership and empowerment for our people.

 

The benefits of having both a community and LSW 

 

Our priority is providing the very best eService customer care experience. We’re firm believers in finding the next best action for our customers – and we utilize every aspect of our social media platforms and tools to do just that. We encourage and evangelize across our organization to think ‘Community First’. It now sits at the heart of our social media operation – the hub of our own Total Community.

Our Twitter operation continues to go from strength to strength, Last year we became the first ISP to hit 1million tweets: 12 months on and we’ve added another half a million – all through LSW.

 

Our team respond to conventional care requests, as well as managing those conversations that result from marketing or brand posts. LSW’s smart tagging and work queues allow us to ensure the right conversations are handled by the right people – whether it’s prospective customers responding to hidden posts on Facebook, or having some light-hearted on-brand chat about sports on Twitter.

 

We understand that Twitter and Facebook aren’t always the appropriate channel for certain queries. If our teams can’t resolve the issue directly, we draw upon our YouTube help video collection, web-chat, a revamped and finely-tuned service status page, and a vast database of helpful links to make sure that we can get customers to the right place to answer their query. More and more, we’re encouraging them to visit our community.

 

Untitled36.png

 

We’re able to be more intelligent in this channel switching. We can optimise the incredible peer-to-peer power of the community, increase the visibility of curated trending topics and helpful answers, and encourage and stimulate the conversations customers need to have to get the help they need, and to bring them close to the business.

 

Results

 

The results of placing LSW and our Lithium Community at the centre of our next best action / community first philosophy are clear.

 

Our primary indicator is call reduction.

 

We’re seeing more Helpful Answers (Accepted Solutions) and views than ever before. Answers were up 22% from 2014-2015, while views rocketed 48% in the same time period.

 

Untitled38.pngUntitled37.png

 

 

It’s therefore no surprise that using a combination of our own benchmarking and Lithium’s value proposition, even a conservative estimate sees the community deflecting over 10,000 calls per week in 2016.

 

We know that membership of the community has a great value too – 87% of members who have sought help in the past will think ‘Community first’ the next time they need assistance from Virgin Media.

 

Untitled39.png

 

Analyzing customer journeys shows that the number of tweeters we refer to the community is increasing, and our cross-site promotion initiative means that we’re seeing a 54% increase in visitor referrals from other parts of VirginMedia.com.

 

Our newly launched Digital Life blog is also bringing our tech-smart Twitter followers into the community, introducing them to an environment where they can ask us the kind of questions that would take far more than 140 characters to answer.

 

Our social media and community teams are the place to go for sentiment and verbatim on any development or project. The information we can leverage from our social toolkit, especially that from LSW and LSI, mean we can provide both high-level data and in-depth analysis – the real voice of the customer.

 

The internal visibility and success of the community has led to an increase in opportunities to add further value to the wider business. On our last major trial had over 5000 forum posts between the project team and the triallists as they made sure we were ready to go to market.

 

Untitled40.png

We’re seeing more requests than ever before to run feedback trials and host focus groups.

 

As a result, with every new product we launch, with every potential contact-driver, Virgin Media is seeing the benefits of embracing our Total Community, first.

Status:
2015 Lithy Submission

Lithys 2015: A1 Telekom Austria AG - Total Communi...

By JaniceK

Company: A1 Telekom Austria AG 
Entry submitted by: Esther Groth (esther27) Market Development and Digital Business

Community: A1 Support Community (www.a1community.net

Lithy category: Total Community All Star

 

A1 Telekom Austria AG is Austria’s leading communications provider, encompassing more than 5.4 million mobile communications customers and almost 2.3 million fixed access lines. The offers by A1 include voice telephony, internet access, digital cable division, data and IT solutions, value added services, wholesale services and mobile business and payment solutions. With four strong and established brands (A1, bob, Red Bull Mobile and yesss!) A1 successfully targets various different markets, ranging from premium quality to low budget.

 

A1 is part of the Telekom Austria Group which holds eight international operations in eight CEE countries. Headquartered in Vienna, A1 employs approximately 8,600 employees.

 

In 2014, A1 started its largest infrastructure investment with the fiber optic broadband roll-out in cooperation with the Austrian government and the national broadband plan.

 

Placing the customer at the heart of A1’s business has been key for the company’s ambitions to continue leading the Austrian telecommunications industry. This has been emphasized in the core values “Close to the customers”, “Simple” and “Trendsetting”. Hence, the A1 support community aims to provide the best service for our customers, to efficiently distribute the A1 brand and to use the potential of our crowd to develop new products, services and authentic user-generated content.

 

Through the Lithium community platform and LSW we could successfully tackle our main challenge to understand our social customers in more depth (360° social customer profiles).

By modeling the social history of all interactions in LSW and using the behavioral tools of the Lithium community we can generate quantifiable ROI in terms of increased sales and reduced service costs.

 

We could also improve the following points of our social customer care processes:

 

Technical feasibility – Adequate infrastructure for growing visitor flows looking for digital service

 

Workforce optimization. – Considerable volumes of community requests can be efficiently managed by social media agents via efficient routing and prioritizing measures

 

Linkage between public network and owned social properties via Facbook tab application –Facebook users can be directed to our own knowledge site and get a deeper level of engagement and experience among an articulated and curated crowd

 

Peer-to-peer engagement – In the A1 Support Community users help users and with LSW social media agents can effectively assess and steer the need of providing additional answers to the user-generated content

 

Trend intelligence – By engaging community members in idea exchange boards and through intelligent tagging we can identify trending topics and connect them with observations from our other social media channels

 

Premature crisis management – LSW enables qualitative sentiment analysis of community content and helps to raise awareness for customer dissatisfaction with our service

 

Benefits of having a Lithium Community and LSW for our digital strategy

 

With our Lithium-powered Community and LSW we are able to exercise full control over the digital service topics incurring within the service tools of the A1.net online portal or on the other A1 social media channels. A specific process has been established for fast improvement measures where service issues were reported by community users.

This process entails the identification of service issues, e.g. with the disrupted transmission of A1 TV on customers’ TV screens, by the A1 social media team. With LSW the social media team was able to assign new tags to this kind of issue and to observe the sentiments resulting from this topic. The service disruption as well as the magnitude of concerned customers was reported to the A1 customer and field service to prepare and sensitize all customer touch points. In a second step the A1 TV product management was informed and presented with the LSW analysis. Consequently, reasons for the service disruptions were analyzed and the product management could take up the depth of the issue by receiving daily updates from the community. The A1 TV product management team was also able to actively listen to the community discussions of the TV issues and the proposed solutions by members. As the share of negative sentiments towards A1 TV began to rise the corporate communications department was integrated in order to create unified statements regarding criticism in other media. Subsequently, a broader project team responsible for fast corrections of the detected issues with A1 TV was built. By involving the A1 social media team into the project, informal feedback and solutions posted by the community crowd were taken into account and directly integrated into the product improvements. Within 12 days A1 managed to provide A1 TV customers with a new interface, improved connectivity and a reduction in switching time.

 

The A1 Support Community currently counts 25,000 logins per month and has acquired 175,000 registered members so far.

With an average real service substitution rate of 25%, A1 was able to save about 50.000 service interaction in January 2015 (calls and e-mails per month) and could therefore strongly increase its agent efficiency gains. What is more, although the amount of total community visits dropped in summer 2014 because community posts were then also integrated into the A1.net portal search the traffic began to soar up again in the following months. In addition, the weighted average for the real service substitution rate also increased and refers to an even more purposeful visitor stream.

 

 

With 80% of user-generated content A1 is also able to draw detailed insights from the community posts and create more innovative and competitive services for its subscribers.

 


Company: A1 Telekom Austria AG 
Entry submitted by: Esther Groth (esther27) Market Development and Digital Business

Community: A1 Support Community (www.a1community.net

Lithy category: Total Community All Star

 

A1 Telekom Austria AG is Austria’s leading communications provider, encompassing more than 5.4 million mobile communications customers and almost 2.3 million fixed access lines. The offers by A1 include voice telephony, internet access, digital cable division, data and IT solutions, value added services, wholesale services and mobile business and payment solutions. With four strong and established brands (A1, bob, Red Bull Mobile and yesss!) A1 successfully targets various different markets, ranging from premium quality to low budget.

 

A1 is part of the Telekom Austria Group which holds eight international operations in eight CEE countries. Headquartered in Vienna, A1 employs approximately 8,600 employees.

 

In 2014, A1 started its largest infrastructure investment with the fiber optic broadband roll-out in cooperation with the Austrian government and the national broadband plan.

 

Placing the customer at the heart of A1’s business has been key for the company’s ambitions to continue leading the Austrian telecommunications industry. This has been emphasized in the core values “Close to the customers”, “Simple” and “Trendsetting”. Hence, the A1 support community aims to provide the best service for our customers, to efficiently distribute the A1 brand and to use the potential of our crowd to develop new products, services and authentic user-generated content.

 

Through the Lithium community platform and LSW we could successfully tackle our main challenge to understand our social customers in more depth (360° social customer profiles).

By modeling the social history of all interactions in LSW and using the behavioral tools of the Lithium community we can generate quantifiable ROI in terms of increased sales and reduced service costs.

 

We could also improve the following points of our social customer care processes:

 

Technical feasibility – Adequate infrastructure for growing visitor flows looking for digital service

 

Workforce optimization. – Considerable volumes of community requests can be efficiently managed by social media agents via efficient routing and prioritizing measures

 

Linkage between public network and owned social properties via Facbook tab application –Facebook users can be directed to our own knowledge site and get a deeper level of engagement and experience among an articulated and curated crowd

 

Peer-to-peer engagement – In the A1 Support Community users help users and with LSW social media agents can effectively assess and steer the need of providing additional answers to the user-generated content

 

Trend intelligence – By engaging community members in idea exchange boards and through intelligent tagging we can identify trending topics and connect them with observations from our other social media channels

 

Premature crisis management – LSW enables qualitative sentiment analysis of community content and helps to raise awareness for customer dissatisfaction with our service

 

Benefits of having a Lithium Community and LSW for our digital strategy

 

With our Lithium-powered Community and LSW we are able to exercise full control over the digital service topics incurring within the service tools of the A1.net online portal or on the other A1 social media channels. A specific process has been established for fast improvement measures where service issues were reported by community users.

This process entails the identification of service issues, e.g. with the disrupted transmission of A1 TV on customers’ TV screens, by the A1 social media team. With LSW the social media team was able to assign new tags to this kind of issue and to observe the sentiments resulting from this topic. The service disruption as well as the magnitude of concerned customers was reported to the A1 customer and field service to prepare and sensitize all customer touch points. In a second step the A1 TV product management was informed and presented with the LSW analysis. Consequently, reasons for the service disruptions were analyzed and the product management could take up the depth of the issue by receiving daily updates from the community. The A1 TV product management team was also able to actively listen to the community discussions of the TV issues and the proposed solutions by members. As the share of negative sentiments towards A1 TV began to rise the corporate communications department was integrated in order to create unified statements regarding criticism in other media. Subsequently, a broader project team responsible for fast corrections of the detected issues with A1 TV was built. By involving the A1 social media team into the project, informal feedback and solutions posted by the community crowd were taken into account and directly integrated into the product improvements. Within 12 days A1 managed to provide A1 TV customers with a new interface, improved connectivity and a reduction in switching time.

 

The A1 Support Community currently counts 25,000 logins per month and has acquired 175,000 registered members so far.

With an average real service substitution rate of 25%, A1 was able to save about 50.000 service interaction in January 2015 (calls and e-mails per month) and could therefore strongly increase its agent efficiency gains. What is more, although the amount of total community visits dropped in summer 2014 because community posts were then also integrated into the A1.net portal search the traffic began to soar up again in the following months. In addition, the weighted average for the real service substitution rate also increased and refers to an even more purposeful visitor stream.

 

 

With 80% of user-generated content A1 is also able to draw detailed insights from the community posts and create more innovative and competitive services for its subscribers.

 

Status:
2016 Lithy Submission

Lithys 2016: Electronic Arts - Total Community All...

By JaniceK

Lithys 2016: Electronic Arts - Total Community All Star

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-04-2016 05:46 PM - last edited on ‎05-03-2016 08:44 AM by Moderator Moderator

EA_OFFICIAL_B%5b2%5d.pngCompany:  Electronic Arts

Entry submitted by:  Jennifer Hughes (Director WWCE Social & Community)

Community: Answers HQ 

Lithy category:  Total Community All Star 

 

 

The Worldwide Customer Experience (WWCE) organization provides support to customers across all the games that Electronic Arts (EA) publishes. The Social and Community team manages the Answers HQ Community and engages with players on social media channels. To provide the best customer experience, there for our players where they need us, when they need us. Social media and online communities are an integral part of our customer experience strategy and an important way that we support and engage with our players.

 

The AHQ online community is significant, with over 10.8M registered users and more than 277k new topics over the past year across five languages. In LSW, we monitor 75 social media channels with over 11.2M posts in the past year. Having an integrated approach to total community provides our team with a consistent experience that can be measured in LSI.

 

Total Community Details

We have used Lithium Community for AHQ since its inception in 2012. In 2014, we added LSW for social media workflow.

 

LSW

Each game that EA publishes has a unique brand and social media presence, resulting in a large volume of social media to monitor. We have leveraged LSW to manage these channels through 42 queues, 6 priorities, and 95 tags. We use custom close reasons to get the reporting that we need.

 

We recently deepened our unified approach by adding the Lithium Community into LSW for improved workflow capabilities. This addition enables us to prioritize incoming topics based on the types of issues that the community cannot solve in place. We expect to see an improvement in response times and first response rates.

 

Lithium Community

AHQ is a player-to-player support community at its core, but it also allows for enthusiast conversations. Again, supporting many different titles we have used Lithium to provide a different look, feel, and overall experience for EA’s different games.

 

Untitled.png

 

We have deployed a number of different features that make AHQ a robust community with high levels of participation. Instead of our customers calling in to report a game bug, the online contact routing system takes them directly to AHQ for self reporting. From there, we report bugs to studios and provide updates to players. AHQ also has a exceptional badging system that acknowledges community

participation. We have issued over 7.4M badges since launching the program in September 2015.

 

LSI

We Having detailed bulk data allows us to slice and dice our community and gain valuable insights, especially when connected with other data sources. The direct integration of community posts into our CRM tool allows for a unified 360-degree view across chat, phone, email, and Answers HQ. Community and social media data plays a vital role in helping us understand the full customer journey. We also use this data as an early warning system for emerging issues. The ability to tap seamlessly into a wealth of information provided by Lithium APIs is driving actions that are improving the overall customer experience with EA.

 

Total Community Advantage

By working with one partner to leverage both the Lithium community and LSW to execute our social media and community support, we work more efficiently with a holistic strategy that best supports our players.

 


EA_OFFICIAL_B%5b2%5d.pngCompany:  Electronic Arts

Entry submitted by:  Jennifer Hughes (Director WWCE Social & Community)

Community: Answers HQ 

Lithy category:  Total Community All Star 

 

 

The Worldwide Customer Experience (WWCE) organization provides support to customers across all the games that Electronic Arts (EA) publishes. The Social and Community team manages the Answers HQ Community and engages with players on social media channels. To provide the best customer experience, there for our players where they need us, when they need us. Social media and online communities are an integral part of our customer experience strategy and an important way that we support and engage with our players.

 

The AHQ online community is significant, with over 10.8M registered users and more than 277k new topics over the past year across five languages. In LSW, we monitor 75 social media channels with over 11.2M posts in the past year. Having an integrated approach to total community provides our team with a consistent experience that can be measured in LSI.

 

Total Community Details

We have used Lithium Community for AHQ since its inception in 2012. In 2014, we added LSW for social media workflow.

 

LSW

Each game that EA publishes has a unique brand and social media presence, resulting in a large volume of social media to monitor. We have leveraged LSW to manage these channels through 42 queues, 6 priorities, and 95 tags. We use custom close reasons to get the reporting that we need.

 

We recently deepened our unified approach by adding the Lithium Community into LSW for improved workflow capabilities. This addition enables us to prioritize incoming topics based on the types of issues that the community cannot solve in place. We expect to see an improvement in response times and first response rates.

 

Lithium Community

AHQ is a player-to-player support community at its core, but it also allows for enthusiast conversations. Again, supporting many different titles we have used Lithium to provide a different look, feel, and overall experience for EA’s different games.

 

Untitled.png

 

We have deployed a number of different features that make AHQ a robust community with high levels of participation. Instead of our customers calling in to report a game bug, the online contact routing system takes them directly to AHQ for self reporting. From there, we report bugs to studios and provide updates to players. AHQ also has a exceptional badging system that acknowledges community

participation. We have issued over 7.4M badges since launching the program in September 2015.

 

LSI

We Having detailed bulk data allows us to slice and dice our community and gain valuable insights, especially when connected with other data sources. The direct integration of community posts into our CRM tool allows for a unified 360-degree view across chat, phone, email, and Answers HQ. Community and social media data plays a vital role in helping us understand the full customer journey. We also use this data as an early warning system for emerging issues. The ability to tap seamlessly into a wealth of information provided by Lithium APIs is driving actions that are improving the overall customer experience with EA.

 

Total Community Advantage

By working with one partner to leverage both the Lithium community and LSW to execute our social media and community support, we work more efficiently with a holistic strategy that best supports our players.

 

Looking for past LiNC content?

We have moved all content from previous years to make more room for the great content to come. Head over to the archives to view past discussions, ideas, presentations and videos.

View the LiNC archives