Lithys: Digital Customer Excellence Awards

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

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

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

The stories are amazing.


 
New Idea
Status:
2013 Lithy Submission

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

By DeniseJ

Company: Google Inc.

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

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

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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


Company: Google Inc.

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

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

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

Status:
2013 Lithy Submission

Lithys 2013: Elisa - Best Community Design

By DeniseJ

Company: Elisa

Entry submitted by: Noora Halme (Noora) Community Manager

Community: Elisa Palsta (palsta.elisa.fi)

Community: Saunalahti Palsta (palsta.saunalahti.fi)

Lithy category: Best Community Design

___________________________________________________________________

 

Saunalahti and Elisa had separate discussion/help forums for several years, original launches dating back to 2005 and 2009. That makes a total of ten years of conversations and community bonding! When we decided to bring our community to the next level and moved the old forums over to the Lithium platform, we had few things to consider design-wise:

 

  • We wanted to keep our community clear and simple, easy to navigate, visually new but similar to what our users were used to. With a decade of history with little or none design changes, we couldn’t risk losing our members due to a radical change from classic and simple design to something very cutting edge. Our current Scandinavian design reflects the minimal taste of our Finnish users.
  • The whole web presence of Elisa and Saunalahti is being renewed during 2013, and we wanted to be the first ones to take the changes into account. Elisa is a pioneer of support communities among Finnish telecom companies, and as a community, we wanted to be pioneers also internally.
  • We were excited about the great new features that could guide our users to the most relevant and helpful content. We wanted to present kudos, solutions, subscriptions and bookmarks on our forum pages in a way that would make it possible for all of our users to find relevant content easily. Our goal is to be easy to approach and intuitive.
  • Two brands, one community. We have one community, but two separate brands. Elisa provides IPTV-services, e-books and home security systems and Saunalahti focuses on mobile and broadband services and our customers are interested in different things depending on their products and services. We want to be there to help and to listen on both brands, forum pages have to be similar, but still provide relevant content for all types of customers. This was no easy task, but we managed to do it!

 

Our main focus is to provide a safe and friendly environment to our customers to ask questions about our products and services - we're essentially a support forum, a challenger to traditional customer support via telephone and e-mail. The community is a natural part of our customer care for us and - more importantly - to our customers.

 

We have had loads of good feedback from our clear colors, simple navigation, simplicity and the visual similarity of our two forums that form one community. The usability of our forums has been much praised: even though the radical decrease of different boards, from 30 to 11 on Saunalahti and 23 to nine on Elisa, was frowned upon at first, our members soon begun to appreciate the simplicity. Bringing the kudoed posts and solutions to the forum pages has also been a much-appreciated feature. We have had an amazing growth on our community members, and what is most important, the amount of visits and the average time spent online!

 

Our much praised avatar collection is one of my favorite parts as well. We use clear coloring to separate our staff and even super users from other community members, we see this as an important factor that helps our new users to find the most trustworthy content. After all we have a whopping community of 50 000 members! Our basic set of avatars consists of 20 characters including these ladies and gentlemen:

 

 

 

 

 

 

 

 

 

 

 

 

 

We added a bunch of new at the end of 2012, including few moustached-up versions for movember (they were a hit!):

 

 

 

 

 

 

 

 

 

 

 

 

 

And don't tell anyone, but we still have few more in store:

 

Maybe we'll add few special ones for nose day and pink ribbon?

 

We have a long lasting tradition of choosing a member of the year, they are rewarded with a crowned version of the avatars and our superusers have their own avatar collection with a small starred banner:

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, here are our staff members. Orange is for admin (that would be me), green for moderators and blue for other staff. Our moderators also requested a special avatar for movember and we have a grey one for the moderators, who have already moved on:

 

 

 

 

 

 

 

Now that the first year of the new community has passed, we want to keep on rolling! Some of our users are very active on other communities around the web and they're constantly driving us towards better usability. Our plans for 2013 include, but are surely not limited to:

  • Ideas exchange! We’re implementing Ideas in few weeks. Our users have been wishing for “Ideas-smithy” (that would be Ideapaja in Finnish) for a long time and now we’re ready for it! The design will be even more simple than the one on our forum pages’ and we’re ready to listen the voice of our users on what they want to see and how they want to use the “smithy”.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  • Banner rotation! New banner pictures for spring, 1st of may, autumn and perhaps also gay pride? User designed banners? Sky's the limit! Speech bubble -logo and branding aren't going anywhere, but now that we have a good grounding, we can let loose a bit.
  • Product-specific designs, new backgrounds for new product launches.
  • Even better visual integration to product pages of Elisa and Saunalahti. We'll be incorporating a new navigation bar (currently marked with a grey bar on top of the community pages) that will allow our customers to easily navigate between our product pages, help pages, forums and self services.


Company: Elisa

Entry submitted by: Noora Halme (Noora) Community Manager

Community: Elisa Palsta (palsta.elisa.fi)

Community: Saunalahti Palsta (palsta.saunalahti.fi)

Lithy category: Best Community Design

___________________________________________________________________

 

Saunalahti and Elisa had separate discussion/help forums for several years, original launches dating back to 2005 and 2009. That makes a total of ten years of conversations and community bonding! When we decided to bring our community to the next level and moved the old forums over to the Lithium platform, we had few things to consider design-wise:

 

  • We wanted to keep our community clear and simple, easy to navigate, visually new but similar to what our users were used to. With a decade of history with little or none design changes, we couldn’t risk losing our members due to a radical change from classic and simple design to something very cutting edge. Our current Scandinavian design reflects the minimal taste of our Finnish users.
  • The whole web presence of Elisa and Saunalahti is being renewed during 2013, and we wanted to be the first ones to take the changes into account. Elisa is a pioneer of support communities among Finnish telecom companies, and as a community, we wanted to be pioneers also internally.
  • We were excited about the great new features that could guide our users to the most relevant and helpful content. We wanted to present kudos, solutions, subscriptions and bookmarks on our forum pages in a way that would make it possible for all of our users to find relevant content easily. Our goal is to be easy to approach and intuitive.
  • Two brands, one community. We have one community, but two separate brands. Elisa provides IPTV-services, e-books and home security systems and Saunalahti focuses on mobile and broadband services and our customers are interested in different things depending on their products and services. We want to be there to help and to listen on both brands, forum pages have to be similar, but still provide relevant content for all types of customers. This was no easy task, but we managed to do it!

 

Our main focus is to provide a safe and friendly environment to our customers to ask questions about our products and services - we're essentially a support forum, a challenger to traditional customer support via telephone and e-mail. The community is a natural part of our customer care for us and - more importantly - to our customers.

 

We have had loads of good feedback from our clear colors, simple navigation, simplicity and the visual similarity of our two forums that form one community. The usability of our forums has been much praised: even though the radical decrease of different boards, from 30 to 11 on Saunalahti and 23 to nine on Elisa, was frowned upon at first, our members soon begun to appreciate the simplicity. Bringing the kudoed posts and solutions to the forum pages has also been a much-appreciated feature. We have had an amazing growth on our community members, and what is most important, the amount of visits and the average time spent online!

 

Our much praised avatar collection is one of my favorite parts as well. We use clear coloring to separate our staff and even super users from other community members, we see this as an important factor that helps our new users to find the most trustworthy content. After all we have a whopping community of 50 000 members! Our basic set of avatars consists of 20 characters including these ladies and gentlemen:

 

 

 

 

 

 

 

 

 

 

 

 

 

We added a bunch of new at the end of 2012, including few moustached-up versions for movember (they were a hit!):

 

 

 

 

 

 

 

 

 

 

 

 

 

And don't tell anyone, but we still have few more in store:

 

Maybe we'll add few special ones for nose day and pink ribbon?

 

We have a long lasting tradition of choosing a member of the year, they are rewarded with a crowned version of the avatars and our superusers have their own avatar collection with a small starred banner:

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, here are our staff members. Orange is for admin (that would be me), green for moderators and blue for other staff. Our moderators also requested a special avatar for movember and we have a grey one for the moderators, who have already moved on:

 

 

 

 

 

 

 

Now that the first year of the new community has passed, we want to keep on rolling! Some of our users are very active on other communities around the web and they're constantly driving us towards better usability. Our plans for 2013 include, but are surely not limited to:

  • Ideas exchange! We’re implementing Ideas in few weeks. Our users have been wishing for “Ideas-smithy” (that would be Ideapaja in Finnish) for a long time and now we’re ready for it! The design will be even more simple than the one on our forum pages’ and we’re ready to listen the voice of our users on what they want to see and how they want to use the “smithy”.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  • Banner rotation! New banner pictures for spring, 1st of may, autumn and perhaps also gay pride? User designed banners? Sky's the limit! Speech bubble -logo and branding aren't going anywhere, but now that we have a good grounding, we can let loose a bit.
  • Product-specific designs, new backgrounds for new product launches.
  • Even better visual integration to product pages of Elisa and Saunalahti. We'll be incorporating a new navigation bar (currently marked with a grey bar on top of the community pages) that will allow our customers to easily navigate between our product pages, help pages, forums and self services.

Status:
2013 Lithy Submission

Lithys 2013: Joe Mobile - Best New Community

By DeniseJ

Lithys 2013: Joe Mobile - Best New Community

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-06-2013 04:10 PM - edited ‎03-07-2013 07:15 AM

Company: Joe Mobile

Entry submitted by: Laurent Partouche (lpartouche) Community Manager

Community: Joe Community (communaute.joemobile.fr)

Lithy category: Best New Community

___________________________________________________________________

 

How long does it take to build a new community?

 

Some weeks at least, a few months probably. Joe's community was born in a day. We remember it very clearly - it was last Oct 23 at 1PM.

 

Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.

 

We launched that day of October after a month-long teaser period consisting of a single video on our website with very few information inside. At 10pm, we broadcasted a live Google Hangout from our offices that was watched live by 12,000 people and opened the service early in the afternoon.

 

 

It took only minutes for the first curious person to register for an account and order a SIM. The first questions started to pour into the forum and while the team took on the role to try and answer them we soon found this effort was futile. Indeed, in less than one hour, a few good men had already visited every corner of our website, read every information that they could land their hands on and started posting and answering questions way faster than we were able to.

 

By 4 PM we just sat there and read, amazed by what was happening.

 

Three months later the community is going strong. With 50,000 posts over 3,900 topics it is very active. Each new subject gets 14 answers on average but what we pride ourselves with is that 49% of questions are tagged as Solved. This helps a lot the new users to quickly find the answer to their questions.

 

There is still a lot of work to do for the community to keep growing. We need to build engagement and give everyone a good reason to come back every day. 

 

Joe is a pure community-based model. Each and every Joe customer is a community member thanks to a one-step subscription process that allows us to have a single ID for both the community and our self-care.

 

We also provide an invitation system inspired by Dropbox where a member can invite his friends and relatives to join the community and earn a few euros for each new member that actually activate a SIM.

 

This allows for funny initiatives such as the member map : a google mashup where members can pin their location on the map and insert their invitation link.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


Company: Joe Mobile

Entry submitted by: Laurent Partouche (lpartouche) Community Manager

Community: Joe Community (communaute.joemobile.fr)

Lithy category: Best New Community

___________________________________________________________________

 

How long does it take to build a new community?

 

Some weeks at least, a few months probably. Joe's community was born in a day. We remember it very clearly - it was last Oct 23 at 1PM.

 

Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.

 

We launched that day of October after a month-long teaser period consisting of a single video on our website with very few information inside. At 10pm, we broadcasted a live Google Hangout from our offices that was watched live by 12,000 people and opened the service early in the afternoon.

 

 

It took only minutes for the first curious person to register for an account and order a SIM. The first questions started to pour into the forum and while the team took on the role to try and answer them we soon found this effort was futile. Indeed, in less than one hour, a few good men had already visited every corner of our website, read every information that they could land their hands on and started posting and answering questions way faster than we were able to.

 

By 4 PM we just sat there and read, amazed by what was happening.

 

Three months later the community is going strong. With 50,000 posts over 3,900 topics it is very active. Each new subject gets 14 answers on average but what we pride ourselves with is that 49% of questions are tagged as Solved. This helps a lot the new users to quickly find the answer to their questions.

 

There is still a lot of work to do for the community to keep growing. We need to build engagement and give everyone a good reason to come back every day. 

 

Joe is a pure community-based model. Each and every Joe customer is a community member thanks to a one-step subscription process that allows us to have a single ID for both the community and our self-care.

 

We also provide an invitation system inspired by Dropbox where a member can invite his friends and relatives to join the community and earn a few euros for each new member that actually activate a SIM.

 

This allows for funny initiatives such as the member map : a google mashup where members can pin their location on the map and insert their invitation link.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Status:
2013 Lithy Submission

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

By DeniseJ

Lithys 2013: Mozy - Best Community Technical Implementation

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

Company: Mozy by EMC

Entry submitted by: Zach Moffett (zachm) Community Manager

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

Lithy category: Best Community Technical Implementation

_________________________________________________

 

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

 

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

 

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

 

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

 

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

 

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

 


Company: Mozy by EMC

Entry submitted by: Zach Moffett (zachm) Community Manager

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

Lithy category: Best Community Technical Implementation

_________________________________________________

 

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

 

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

 

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

 

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

 

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

 

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

 

Status:
2013 Lithy Submission

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

By DeniseJ

Lithys 2013: Groupe Casino - Best Community Technical Implementation

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

Company: Groupe Casino

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

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

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

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

 

 

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

 

 

 

 

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

 

 

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

 

 


Company: Groupe Casino

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

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

Lithy category: Best Community Technical Implementation

___________________________________________________________________

 

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

 

 

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

 

 

 

 

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

 

 

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

 

 

Status:
2013 Lithy Submission

Lithys 2013: YouSendIt - Best Business ROI

By DeniseJ

Lithys 2013: YouSendIt - Best Business ROI

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-09-2013 11:21 AM - edited ‎03-20-2013 11:51 AM

Company: YouSendIt

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

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Business ROI

________________________________________________

 

At YouSendIt, our #1 goal as an organization is customer satisfaction.  Prior to deploying Lithium, we did not offer any support to our free users.  With Lithium, we now have various ways to provide support to free users.  This results in customer retention and increased brand equity because their positive experience propels them to recommend us to other users or pitch us in enterprise conversations.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The rate of support calls that come to our team should be lower than the rate of our company’s growth - basically call deflection is very important.  In 2011, case volume growth was 4% per month.  Lithium was implemented by Lithium partner, Cloudsquads, in December 2011, and in 2012, the case growth rate was decreased to 2.5% a month.  Customers want to get their answer quickly and efficiently.  Call deflection is good for the customer too as it gets them the answer they want quickly and the way they want it. When we rolled out, we saw a immediate 20% drop in call volume simply due to the much improved self-help options.  Phone calls are the most expensive support ticket to take, and we were able to take what could have been a 20% cost savings and reinvest into delivering an even better support experience, which translates to more product virality and higher lifetime value of our customers.

 

Since our deployment of Lithium and some of the customizations that CloudSquads has made, we’ve been able to significantly slow the incoming rate of new cases, and in turn manage the many costs associated with scaling our call center, while at the same time meeting our #1 objective of delivering an exceptional customer experience.


Company: YouSendIt

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

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Business ROI

________________________________________________

 

At YouSendIt, our #1 goal as an organization is customer satisfaction.  Prior to deploying Lithium, we did not offer any support to our free users.  With Lithium, we now have various ways to provide support to free users.  This results in customer retention and increased brand equity because their positive experience propels them to recommend us to other users or pitch us in enterprise conversations.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The rate of support calls that come to our team should be lower than the rate of our company’s growth - basically call deflection is very important.  In 2011, case volume growth was 4% per month.  Lithium was implemented by Lithium partner, Cloudsquads, in December 2011, and in 2012, the case growth rate was decreased to 2.5% a month.  Customers want to get their answer quickly and efficiently.  Call deflection is good for the customer too as it gets them the answer they want quickly and the way they want it. When we rolled out, we saw a immediate 20% drop in call volume simply due to the much improved self-help options.  Phone calls are the most expensive support ticket to take, and we were able to take what could have been a 20% cost savings and reinvest into delivering an even better support experience, which translates to more product virality and higher lifetime value of our customers.

 

Since our deployment of Lithium and some of the customizations that CloudSquads has made, we’ve been able to significantly slow the incoming rate of new cases, and in turn manage the many costs associated with scaling our call center, while at the same time meeting our #1 objective of delivering an exceptional customer experience.

Status:
2013 Lithy Submission

Lithys 2013: Future Shop - Best Superfan Story or ...

By DeniseJ

Company: Future Shop

Entry submitted by: Laura Buchanan (LauraB) Social Community Manager

Community: Future Shop Tech Yeah Steelbook Community (community.futureshop.ca/)

Lithy category: Best Superfan Story or Insight

___________________________________________________________________

 

This is the story of a group of superusers who came sort of out of nowhere to become influential in not only the community, but in the Future Shop movie business.

 

 

When we launched the Future Shop Community almost 6 years ago, it was always with the vision that it would be a place where our customers, employees and vendor partners would connect and engage directly. What’s happened in our Movies & TV Show forum over the past year has been a beautiful example of a niche group of passionate customers, an engaged merchant team & vendor partners who recognized the opportunity that this group of people represented.

 

Steelbooks are a special release of movies (new and old) that come in a metal packaging with different artwork than the regular DVD or Blu-ray releases. They are highly coveted among the collector community and Future Shop is in the unique position of being the sole distributor in Canada. Steelbooks are so sought after and produced in such limited quantities that you can find them re-selling for over $100!

 

The buyer team here at head office decided to start “leaking” Steelbook artwork and release information in the forum because it was easy to access and they could turn the “leaks” around quickly. When TheJord asked “What 2012 releases you would like to see in a steelbook?”, he got 24 replies and over 50,000 views on that single thread. Because of the engagement of all of the buyers & superfans, the Movies & TV Show board saw a 56% growth in board posts, a 59% growth in board views & a 75% growth in post views (YoY).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

As the group of superusers continued to grow, so did their roles in the community – several rose quickly in the ranks and joined larger superuser programs in place for the entire community, our invite-only Community Ambassador program. They started posting Steelbook links for everyone to go place their pre-orders as soon as they were online.

 

Our vendor partners saw the passion that this group had for steelbooks and decided to tap into this by conducting polls in the forum to help them decide on what titles they would produce steelbooks for next. Future Shop produced approximately 80,000 steelbook last year and saw 60% comp growth online for last year – large in part due to the popularity of our Steelbook program.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The Steelbook superfans have also helped Future Shop to perfect the art of shipping Steelbooks without overpackaging them. Future Shop received lots of feedback on how to better package and ship Steelbooks so that they didn’t get dented or scratched, which was surfaced up to the teams who could directly impact this.

 

Shout-out to all of our Steelbook superfans!

Atomic, kaw, Drum18, jceperley, debaser17, TheJord, ZeroX39, pioupiou, saybinator & many more.

 

 

 


Company: Future Shop

Entry submitted by: Laura Buchanan (LauraB) Social Community Manager

Community: Future Shop Tech Yeah Steelbook Community (community.futureshop.ca/)

Lithy category: Best Superfan Story or Insight

___________________________________________________________________

 

This is the story of a group of superusers who came sort of out of nowhere to become influential in not only the community, but in the Future Shop movie business.

 

 

When we launched the Future Shop Community almost 6 years ago, it was always with the vision that it would be a place where our customers, employees and vendor partners would connect and engage directly. What’s happened in our Movies & TV Show forum over the past year has been a beautiful example of a niche group of passionate customers, an engaged merchant team & vendor partners who recognized the opportunity that this group of people represented.

 

Steelbooks are a special release of movies (new and old) that come in a metal packaging with different artwork than the regular DVD or Blu-ray releases. They are highly coveted among the collector community and Future Shop is in the unique position of being the sole distributor in Canada. Steelbooks are so sought after and produced in such limited quantities that you can find them re-selling for over $100!

 

The buyer team here at head office decided to start “leaking” Steelbook artwork and release information in the forum because it was easy to access and they could turn the “leaks” around quickly. When TheJord asked “What 2012 releases you would like to see in a steelbook?”, he got 24 replies and over 50,000 views on that single thread. Because of the engagement of all of the buyers & superfans, the Movies & TV Show board saw a 56% growth in board posts, a 59% growth in board views & a 75% growth in post views (YoY).

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

As the group of superusers continued to grow, so did their roles in the community – several rose quickly in the ranks and joined larger superuser programs in place for the entire community, our invite-only Community Ambassador program. They started posting Steelbook links for everyone to go place their pre-orders as soon as they were online.

 

Our vendor partners saw the passion that this group had for steelbooks and decided to tap into this by conducting polls in the forum to help them decide on what titles they would produce steelbooks for next. Future Shop produced approximately 80,000 steelbook last year and saw 60% comp growth online for last year – large in part due to the popularity of our Steelbook program.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The Steelbook superfans have also helped Future Shop to perfect the art of shipping Steelbooks without overpackaging them. Future Shop received lots of feedback on how to better package and ship Steelbooks so that they didn’t get dented or scratched, which was surfaced up to the teams who could directly impact this.

 

Shout-out to all of our Steelbook superfans!

Atomic, kaw, Drum18, jceperley, debaser17, TheJord, ZeroX39, pioupiou, saybinator & many more.

 

 

 

Status:
2013 Lithy Submission

Lithys 2013: Cisco - Best Superfan Story or Insigh...

By DeniseJ

Lithys 2013: Cisco - Best Superfan Story or Insight

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-12-2013 02:45 PM - edited ‎02-13-2013 09:41 AM

Company: Cisco

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Superfan Story or Insight

_____________________________________________

 

Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. Our users are extremely engaged in driving Tech Zone’s collaboration and content creation to the next level.  

With this in mind, Tech Zone launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.

 

(Greasemonkey is a browser add-on that allows users to customize the behavior and display of a webpage using Javascript).

 

 

The idea behind this contest was to give engineers an opportunity to innovate within Tech Zone. In addition to the prizes the winners had their scripts natively integrated in to Tech Zone.  One big advantage of the Lithium platform is that taking these scripts and integrating them as native features is a relatively simple process.

 

This initiative triggered the engineers to experiment and enhance a platform to make it more their own. They developed some incredible new features such as:

 

A Table of Contents option on the rich text editor

 

 

 

 

 

 

 

 

 

 

 

 

A Tech Zone Navigator that will show in all the pages

 

 

 

 

 

 

 

 

 

 

 

 

 

 

A "Kudo Givers" widget to allow users to view the list of kudo givers for a thread or TKB article

 

 

 

 

 

 

 

Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners.

 

You know, what people like today is to have very powerful tools that are very easy to use.

If the tools are amazingly powerful (as Tech Zone is), but not easy to use, then people might not use it which is really sad. Also, it will make Tech Zone a bit faster, as users can jump directly to the category they need, without the need of an additional jump to the homepage.

I know that it is only a matter of a few seconds, but the difference between Usain Bolt and an average person on a 100 meter run is also a matter of a couple of seconds :-)” - GreaseMonkey Winner Tristan Van Egroo.

 


Company: Cisco

Entry submitted by: Juana Dehanov (jdurande) Community Strategist

Community: Cisco Tech Zone

Lithy category: Best Superfan Story or Insight

_____________________________________________

 

Tech Zone is Cisco’s internal engineer community that was built by engineers for engineers. Our users are extremely engaged in driving Tech Zone’s collaboration and content creation to the next level.  

With this in mind, Tech Zone launched the “Best Greasemonkey Widget Contest” in which we asked all our engineers to create a widget that would enhance the Tech Zone user experience.

 

(Greasemonkey is a browser add-on that allows users to customize the behavior and display of a webpage using Javascript).

 

 

The idea behind this contest was to give engineers an opportunity to innovate within Tech Zone. In addition to the prizes the winners had their scripts natively integrated in to Tech Zone.  One big advantage of the Lithium platform is that taking these scripts and integrating them as native features is a relatively simple process.

 

This initiative triggered the engineers to experiment and enhance a platform to make it more their own. They developed some incredible new features such as:

 

A Table of Contents option on the rich text editor

 

 

 

 

 

 

 

 

 

 

 

 

A Tech Zone Navigator that will show in all the pages

 

 

 

 

 

 

 

 

 

 

 

 

 

 

A "Kudo Givers" widget to allow users to view the list of kudo givers for a thread or TKB article

 

 

 

 

 

 

 

Over 300 engineers submitted, commented and voted on the contest entries. After much deliberation, the Tech Zone community selected the winners.

 

You know, what people like today is to have very powerful tools that are very easy to use.

If the tools are amazingly powerful (as Tech Zone is), but not easy to use, then people might not use it which is really sad. Also, it will make Tech Zone a bit faster, as users can jump directly to the category they need, without the need of an additional jump to the homepage.

I know that it is only a matter of a few seconds, but the difference between Usain Bolt and an average person on a 100 meter run is also a matter of a couple of seconds :-)” - GreaseMonkey Winner Tristan Van Egroo.

 

Status:
2013 Lithy Submission

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

By DeniseJ

Lithys 2013: Autodesk - Best Social Support Program

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

Company: Autodesk, Inc.

Entry submitted by: Katinka Sante, Strategic Social Programs Manager

Community: Autodesk Expert Elite

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

___________________________________________________________________

 

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

 

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

 

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

 

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

 

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

 

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

- Adrianna Schneider

- R.K. McSwain

 

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

 

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

 


Company: Autodesk, Inc.

Entry submitted by: Katinka Sante, Strategic Social Programs Manager

Community: Autodesk Expert Elite

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

___________________________________________________________________

 

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

 

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

 

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

 

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

 

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

 

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

- Adrianna Schneider

- R.K. McSwain

 

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

 

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

 

Status:
2013 Lithy Submission

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

By DeniseJ

Company: A1 Telekom Austria AG

Entry submitted by: Claudia Religa (viktoria) Community Manager

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

Lithy category: Best Social Support Program

________________________________________________

 

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

 

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

 

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

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

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

 

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

 

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

 

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

 

We take Customer experience one step further:

 

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

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

 


Company: A1 Telekom Austria AG

Entry submitted by: Claudia Religa (viktoria) Community Manager

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

Lithy category: Best Social Support Program

________________________________________________

 

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

 

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

 

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

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

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

 

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

 

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

 

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

 

We take Customer experience one step further:

 

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

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

 

Status:
2013 Lithy Submission

Lithys 2013: Rogers - Best Social Marketing Progra...

By DeniseJ

Lithys 2013: Rogers - Best Social Marketing Program

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-14-2013 06:09 PM - edited ‎03-15-2013 12:24 PM

Company: Rogers

Entry submitted by: Gina Mulic (ginamulic) Manager, Social Media Support

Community: Rogers Community Forums (communityforums.rogers.com)

Lithy category: Best Social Marketing Program

________________________________________________

 

Tech Essentials: Ask an Expert - connecting Rogers product teams with customers in an open conversation about their most challenging technology questions. Our new consumer website, Tech Essentials, was designed to provide Canadians with a deeper understanding of how today’s technology works.

 

To increase awareness for the site, corporate communications looked to the Rogers Community Forums for support. Over the last year the forums have become a platform for our product teams to engage directly with customers. In 2012, we covered mobile payment security and new product launches by hosting expert events.

 

Why use the Rogers Community Forums as a platform?

  • We know that over 90% of registered users are Rogers customers based on SSO ID sign-in
  • Events such as this give us a chance to present our point of view in an open and transparent way
  • The event creates link love for programs like Tech Essentials and promotes SEO.

The “Tech Essentials: Ask an Expert” forum series will run throughout 2013, providing our forum users with insider access to our product teams. Our first event covered roaming, a topic that can generate confusion and frustration for customers. We held an open Q&A over a two-hour period and generated a dozen questions and three Accepted Solutions. We received great feedback from customers as we clarified some misconceptions they had.

 

Marketing integration – the event was promoted through these owned channels:

  • On our corporate blog Redboard
  • On our online consumer magazine Connected Rogers
  • Using direct channels, we invited 90,000 customers via email to the event
  • Via Twitter - @RogersHelps, @RogersBuzz and using the #techessentials hashtag
  • We also asked employees to invite family, friends and customers with an intranet story

How does an event like this improve the customer experience?

Product owners get to hear directly from customers. It generates immediate feedback that can be used to improve product offers.

 

How does an event like this drive revenue?

The event was hosted just a few days before March Break, one of the most popular travel times for Canadians. By targeting customers we believe likely to roam, and providing instructions for roaming without worry, we expect more customers will purchase travel packs.

 

How does an event like this build advocacy?

The Rogers Community Forums are peer-to-peer. By posting validated answers, we’re empowering members of the community to answer future questions. We’re looking forward to hosting future events, coordinating with the Tech Essentials Monthly Spotlight, some possible topics include data usage and how parents can keep their kids safe online.


Company: Rogers

Entry submitted by: Gina Mulic (ginamulic) Manager, Social Media Support

Community: Rogers Community Forums (communityforums.rogers.com)

Lithy category: Best Social Marketing Program

________________________________________________

 

Tech Essentials: Ask an Expert - connecting Rogers product teams with customers in an open conversation about their most challenging technology questions. Our new consumer website, Tech Essentials, was designed to provide Canadians with a deeper understanding of how today’s technology works.

 

To increase awareness for the site, corporate communications looked to the Rogers Community Forums for support. Over the last year the forums have become a platform for our product teams to engage directly with customers. In 2012, we covered mobile payment security and new product launches by hosting expert events.

 

Why use the Rogers Community Forums as a platform?

  • We know that over 90% of registered users are Rogers customers based on SSO ID sign-in
  • Events such as this give us a chance to present our point of view in an open and transparent way
  • The event creates link love for programs like Tech Essentials and promotes SEO.

The “Tech Essentials: Ask an Expert” forum series will run throughout 2013, providing our forum users with insider access to our product teams. Our first event covered roaming, a topic that can generate confusion and frustration for customers. We held an open Q&A over a two-hour period and generated a dozen questions and three Accepted Solutions. We received great feedback from customers as we clarified some misconceptions they had.

 

Marketing integration – the event was promoted through these owned channels:

  • On our corporate blog Redboard
  • On our online consumer magazine Connected Rogers
  • Using direct channels, we invited 90,000 customers via email to the event
  • Via Twitter - @RogersHelps, @RogersBuzz and using the #techessentials hashtag
  • We also asked employees to invite family, friends and customers with an intranet story

How does an event like this improve the customer experience?

Product owners get to hear directly from customers. It generates immediate feedback that can be used to improve product offers.

 

How does an event like this drive revenue?

The event was hosted just a few days before March Break, one of the most popular travel times for Canadians. By targeting customers we believe likely to roam, and providing instructions for roaming without worry, we expect more customers will purchase travel packs.

 

How does an event like this build advocacy?

The Rogers Community Forums are peer-to-peer. By posting validated answers, we’re empowering members of the community to answer future questions. We’re looking forward to hosting future events, coordinating with the Tech Essentials Monthly Spotlight, some possible topics include data usage and how parents can keep their kids safe online.

Status:
2013 Lithy Submission

Lithys 2013: Spotify - Best Superfan Story or Insi...

By DeniseJ

Lithys 2013: Spotify - Best Superfan Story or Insight

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎02-22-2013 10:14 AM - last edited on ‎10-28-2013 12:04 PM by JulieH

Company: Spotify

Entry submitted by: Rocio Guerrero (rociogc86) Community Manager

Community: Spotify (community.spotify.com)

Lithy category: Best Superfan Story or Insight

___________________________________________________________________

 

In just one year the Spotify Community has accumulated 15-20 super users, and all of them super cool and amazing folks. However just 6 months ago..a 20 year old boy from England started shining like a star in our Spotify Community! We are all amazed by his work, passion, enthusiasm, talent, kindness...he just has it all! We are very happy to introduce you to "Hammeh"....if you want to know more about this little fella and his more than 6,000 posts in 6 months!!! We've dedicated this song to Hammeh. Take a listen!

 

View the infographic here: Best Fan Story Ever!

 

 


Company: Spotify

Entry submitted by: Rocio Guerrero (rociogc86) Community Manager

Community: Spotify (community.spotify.com)

Lithy category: Best Superfan Story or Insight

___________________________________________________________________

 

In just one year the Spotify Community has accumulated 15-20 super users, and all of them super cool and amazing folks. However just 6 months ago..a 20 year old boy from England started shining like a star in our Spotify Community! We are all amazed by his work, passion, enthusiasm, talent, kindness...he just has it all! We are very happy to introduce you to "Hammeh"....if you want to know more about this little fella and his more than 6,000 posts in 6 months!!! We've dedicated this song to Hammeh. Take a listen!

 

View the infographic here: Best Fan Story Ever!

 

 

Status:
2013 Lithy Submission

Lithys 2013: Telstra - Best Community Design

By DeniseJ

Company: Telstra Corp

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

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Design

________________________________________________

 

We have almost completed the process of redesigning our digital properties look and feel. This is a huge undertaking by the business and given the importance we place on our communities’ engagement, it was only right that we chose CrowdSupport to launch the new global header. By doing so we enabled our customers to easily navigate across the platform and main website resulting in an improved overall experience.

 

 

 

But this is only the first step, over time we will then align all of the community pages to the new Telstra online style guide so that customers have a consistent brand feel across the entire platform and with our other physical assets.

 

 

While we’ve begun work to align the brand design on the community, we’ve also introduced new homepage customization which includes features such as:

  • Customized categories and sub category pages
  • User options (turn on/off elements on homepage)
  • Custom banners area
  • Activity feeds
  • Feature videos

 

These options allow customers/members to find answers quickly while connect our regular contributors to trending community questions. We recognised the need to make it easier for our customers to search through CrowdSupport answers so our simplified tab structure allows users to either find a solution quickly or view community in a default Lithium layout offering users the choice on how they want to contribute.

 

 

We also redesigned the search interface & results layout so that an accepted solution will float to top of page so our community members receive appropriate results without much effort. Telstra has a large customer base in both consumer and business markets, so we wanted to make sure that CrowdSupport would address both segment needs. This was important because our products and services differ significantly between the two groups. To address this we developed dual community layouts & dual Lithium blogs with content developed based on the needs of each group. This has resulted in significantly increased engagement particularly across the business segment. Using the Lithium REST API we have reviewed and reworked all of the high usage areas of the community so that optimum performance is delivered from these pages to our community. In addition we will also be implementing a full redesign of CrowdSupport for mobile & tablet so that layout is aligned to the desktop experience providing consistency, regardless of device.

 

 


Company: Telstra Corp

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

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Design

________________________________________________

 

We have almost completed the process of redesigning our digital properties look and feel. This is a huge undertaking by the business and given the importance we place on our communities’ engagement, it was only right that we chose CrowdSupport to launch the new global header. By doing so we enabled our customers to easily navigate across the platform and main website resulting in an improved overall experience.

 

 

 

But this is only the first step, over time we will then align all of the community pages to the new Telstra online style guide so that customers have a consistent brand feel across the entire platform and with our other physical assets.

 

 

While we’ve begun work to align the brand design on the community, we’ve also introduced new homepage customization which includes features such as:

  • Customized categories and sub category pages
  • User options (turn on/off elements on homepage)
  • Custom banners area
  • Activity feeds
  • Feature videos

 

These options allow customers/members to find answers quickly while connect our regular contributors to trending community questions. We recognised the need to make it easier for our customers to search through CrowdSupport answers so our simplified tab structure allows users to either find a solution quickly or view community in a default Lithium layout offering users the choice on how they want to contribute.

 

 

We also redesigned the search interface & results layout so that an accepted solution will float to top of page so our community members receive appropriate results without much effort. Telstra has a large customer base in both consumer and business markets, so we wanted to make sure that CrowdSupport would address both segment needs. This was important because our products and services differ significantly between the two groups. To address this we developed dual community layouts & dual Lithium blogs with content developed based on the needs of each group. This has resulted in significantly increased engagement particularly across the business segment. Using the Lithium REST API we have reviewed and reworked all of the high usage areas of the community so that optimum performance is delivered from these pages to our community. In addition we will also be implementing a full redesign of CrowdSupport for mobile & tablet so that layout is aligned to the desktop experience providing consistency, regardless of device.

 

 

Status:
2013 Lithy Submission

Lithys 2013: TU Me - Best New Community

By DeniseJ

Lithys 2013: TU Me - Best New Community

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-05-2013 02:40 PM - edited ‎03-06-2013 07:55 AM

Company: Telefónica Digital

Entry submitted by: Aurelien Poma (Elixor) Head of Community

Community: TU Me Community (support.tumeap.com)

Lithy category: Best New Community

___________________________________________________________________

 

Hello everyone, I would like to nominate the TU Me community for the Best New Community Lithys. TU Me is a free app, all-in-one global communicator for iOS and Android.

 

I’ll try to keep this short. Smiley Happy

 

The aim of our newly opened community is customer support using the model giffgaff has brilliantly put in place: we empower community members and reward them for their help and contributions.

 

On top of providing amazing customer support the TU Me community has become a massive group of friends from all over the world.

 

 

To give you an idea, the map below is a snapshot of where users are registering from on the TU Me community.

 

 

In addition to the friendly, multicultural and multilingual atmosphere of the community, our members have suggested amazing features and improvements for the app.

 

Seven of their ideas have been developed and implemented in the app.

 

And another seven ideas have been accepted and will make it into the app. Having community members directly impact the development roadmap and influence the priorities for improvements made our work challenging and even more exciting.

 

We also received impressive new design suggestions for the app, new avatars for the Lithium forum and banners for our Facebook fan page.

 

Finally I thought I would share a nice story that happened a few weeks ago. To thank one of our community members from Bolivia for his positive contributions we decided to send him a goody bag as a present. This is what we got as a reply when we asked for his postal address:

 

I've just seen your message about the present, like I said I live in Bolivia, and over here we don't have a mailbox, the apartment where I live in doesn't have a mailbox, I think that the only place that has one is Cochabamba. To be honest, just being part of this community is super cool, and a very good present is to have had the pleasure of meeting you all.

 

Thank you for reading this nomination, I’ll just finish with one image which is our TU Me user of the week wall, so everyone in the office knows how great our community members are. (I wish we had a bigger wall though Smiley Very Happy)

 

 


Company: Telefónica Digital

Entry submitted by: Aurelien Poma (Elixor) Head of Community

Community: TU Me Community (support.tumeap.com)

Lithy category: Best New Community

___________________________________________________________________

 

Hello everyone, I would like to nominate the TU Me community for the Best New Community Lithys. TU Me is a free app, all-in-one global communicator for iOS and Android.

 

I’ll try to keep this short. Smiley Happy

 

The aim of our newly opened community is customer support using the model giffgaff has brilliantly put in place: we empower community members and reward them for their help and contributions.

 

On top of providing amazing customer support the TU Me community has become a massive group of friends from all over the world.

 

 

To give you an idea, the map below is a snapshot of where users are registering from on the TU Me community.

 

 

In addition to the friendly, multicultural and multilingual atmosphere of the community, our members have suggested amazing features and improvements for the app.

 

Seven of their ideas have been developed and implemented in the app.

 

And another seven ideas have been accepted and will make it into the app. Having community members directly impact the development roadmap and influence the priorities for improvements made our work challenging and even more exciting.

 

We also received impressive new design suggestions for the app, new avatars for the Lithium forum and banners for our Facebook fan page.

 

Finally I thought I would share a nice story that happened a few weeks ago. To thank one of our community members from Bolivia for his positive contributions we decided to send him a goody bag as a present. This is what we got as a reply when we asked for his postal address:

 

I've just seen your message about the present, like I said I live in Bolivia, and over here we don't have a mailbox, the apartment where I live in doesn't have a mailbox, I think that the only place that has one is Cochabamba. To be honest, just being part of this community is super cool, and a very good present is to have had the pleasure of meeting you all.

 

Thank you for reading this nomination, I’ll just finish with one image which is our TU Me user of the week wall, so everyone in the office knows how great our community members are. (I wish we had a bigger wall though Smiley Very Happy)

 

 

Status:
2013 Lithy Submission

Lithys 2013: YouSendIt - Best Community Technical ...

By DeniseJ

Company: YouSendIt

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

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

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

 

                          Customized contact us forms based on customer type

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



Company: YouSendIt

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

Community: YouSendIt Community (support.yousendit.com)

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

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

 

                          Customized contact us forms based on customer type

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


Status:
2013 Lithy Submission

Lithys 2013: National Instruments - Best Superfan ...

By DeniseJ

Company: National Instruments

Entry submitted by: Jordan Groves (jgroves) Web Project Engineer/Forums Manager

Community: NI Discussion Forums (www.ni.com/forums)

Lithy category: Best Superfan Story or Insight

__________________________________________________

 

“Are two Knights in one day better than two days in one night?” <Hint, the answer is yes.>

 

When the NI Discussion Forum was launched in 2004, we could not have predicted how successful it would be in fostering passionate, proficient, and accomplished advocates for National Instruments. Our super users are not only incredibly engaged, but they also constantly push the envelope and drive innovation. They are an extension of the passionate company culture we have built and strive to maintain internally at NI.

 

Our community members chose the ranking Knight of NI based on a shared love for the movie Monty Python and the Holy Grail. Members who reach the 10,000-post milestone virtually receive the Knight of NI title and physically receive a shrubbery. This group has only seven members but is a respected and revered resource within our community. Collectively, the Knights have a vast wealth of knowledge. When we ask why they continue to engage in the NI Discussion Forums, we consistently receive the same response: They enjoy helping others, solving difficult problems, and sharing their knowledge to develop and empower future engineers. The Knights of NI participate because they truly recognize the value of our company, products, and industry.

 

We recently recognized two Knights of NI on consecutive days! Becoming a Knight does not happen every day; in fact, it does not even happen every year. However, in their race to Knighthood, these two loyal users have consistently been neck and neck for over eight years.

 

 

 

 

 

 


 

As a group, our Knights’ engagements make up 8 percent of our total community activity, and they receive more than 20 percent of the total kudos in the community. They frequently create quality content and have authored 12 percent of our total solutions. These numbers are extremely significant considering we have seven Knights in a community of over 200,000 users! The sheer volume of posts and solutions that the Knights provide significantly drive down support costs for our organization. We are thankful for their passion and strive to nurture their behavior through recognition, sneak previews before products releases, and direct channels to engage with NI engineers, just to name a few. The Knights lead by example and inspire fellow community members to engage to earn the greatest reward: knowledge.

 

There are many more examples and statistics we could mention to further sing the praises of this valued group, however one of the greatest outcomes of this recognition system is the bond our super users have built with one another. Their discussions are helpful, interesting, cutting edge, personal, and always entertaining. A great portion of the success of the NI Discussion Forums is absolutely due to these loyal SuperFans.

 

 


Company: National Instruments

Entry submitted by: Jordan Groves (jgroves) Web Project Engineer/Forums Manager

Community: NI Discussion Forums (www.ni.com/forums)

Lithy category: Best Superfan Story or Insight

__________________________________________________

 

“Are two Knights in one day better than two days in one night?” <Hint, the answer is yes.>

 

When the NI Discussion Forum was launched in 2004, we could not have predicted how successful it would be in fostering passionate, proficient, and accomplished advocates for National Instruments. Our super users are not only incredibly engaged, but they also constantly push the envelope and drive innovation. They are an extension of the passionate company culture we have built and strive to maintain internally at NI.

 

Our community members chose the ranking Knight of NI based on a shared love for the movie Monty Python and the Holy Grail. Members who reach the 10,000-post milestone virtually receive the Knight of NI title and physically receive a shrubbery. This group has only seven members but is a respected and revered resource within our community. Collectively, the Knights have a vast wealth of knowledge. When we ask why they continue to engage in the NI Discussion Forums, we consistently receive the same response: They enjoy helping others, solving difficult problems, and sharing their knowledge to develop and empower future engineers. The Knights of NI participate because they truly recognize the value of our company, products, and industry.

 

We recently recognized two Knights of NI on consecutive days! Becoming a Knight does not happen every day; in fact, it does not even happen every year. However, in their race to Knighthood, these two loyal users have consistently been neck and neck for over eight years.

 

 

 

 

 

 


 

As a group, our Knights’ engagements make up 8 percent of our total community activity, and they receive more than 20 percent of the total kudos in the community. They frequently create quality content and have authored 12 percent of our total solutions. These numbers are extremely significant considering we have seven Knights in a community of over 200,000 users! The sheer volume of posts and solutions that the Knights provide significantly drive down support costs for our organization. We are thankful for their passion and strive to nurture their behavior through recognition, sneak previews before products releases, and direct channels to engage with NI engineers, just to name a few. The Knights lead by example and inspire fellow community members to engage to earn the greatest reward: knowledge.

 

There are many more examples and statistics we could mention to further sing the praises of this valued group, however one of the greatest outcomes of this recognition system is the bond our super users have built with one another. Their discussions are helpful, interesting, cutting edge, personal, and always entertaining. A great portion of the success of the NI Discussion Forums is absolutely due to these loyal SuperFans.

 

 

Status:
2013 Lithy Submission

Lithys 2013: BSkyB - Best Superfan Story or Insigh...

By DeniseJ

Lithys 2013: BSkyB - Best Superfan Story or Insight

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-20-2013 10:57 AM - edited ‎03-22-2013 08:37 AM

Company: BSkyB

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

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

Lithy category: Best Superfan Story or Insight

________________________________________________

 

 

Best Superfan Story/Insight

BSkyB

2013

 

In July 2012 we introduced our innovative Super User Program on the Sky Help Forum Community, recognising the super contributions from some of our forum members. Our Sky Help Community Super Users are individuals from within our Community who are the ultimate Sky boffins. Their technical prowess, detailed knowledge and broad range of expertise mean that they are the most valuable commodity in sourcing answers to our Customers questions. Whether they are technical aficionados looking to get the optimum performance of advanced applications or a technophile looking to simply decipher the jargon our Super Users can offer insight and support across our Customer base. All of our Super Users are independent of Sky and offer a true Customer insight in how to get the best from our products and services.

 

We wanted to implement a Super User program which truly recognised those active members within our Community who were advocates of sharing knowledge and best practice and wholeheartedly encompassed our methodology of peer to peer support and inclusion.

 

In being an advocate of our Customers and understanding their viewpoint our Super Users can offer a definitive insight into the sentiment of our audience and work with us to envisage a cohesive community built upon our core values. Our current base of 12 Super Users, have been recognised not only by Sky but by their peers as frequent, knowledgeable contributors with the Kudos and Accepted solutions to prove they are ‘worthy’ Smiley Happy

 

To recognise the contribution of our band of expert Superfans we provide them with enhanced access to encapsulate them as part of the Sky team. “The Boardroom” our Private Community boiler room allows us to engage with our Super Users at a unique level understanding their views, ideas and feedback on new product trials, services and general discussions about almost everything. Not only that, but their contributions to our dedicated Knowledge Base and Monthly Blog articles truly gives a unique view of what it means to be a Super User and a true Sky Superfan.

 

One of our original community members on the Sky Help Forum was Annie+UK who registered on 27th October 2010 and has become a mainstay Sky boffin across our Help Forum offering insightful help and support to our Customers.

 

 

As a respected senior member within our community Annie+UK is our ultimate Superfan and was a first choice to join our Super User Program when launched.

 

However, it wasn’t always that way. During the early days, Annie+UK felt frustrations with regard to issues she was having related to her service provision and how this was handled from a customer support point of view, all of her frustrations were evident in her posts. A lot of this had to do with transparency, product development and honest communication. In case managing the issues experienced by Annie+UK we began to develop a foundation of open communication and feedback which offered us key insights into the sentiment of our wider community. Her insight was invaluable as a true testament of the value of our Customer’s knowledge and experience. Cultivating a strong relationship based on a mutual support and shared knowledge has integrated Annie+UK and our wider Super Users into the Sky team.

 

Being part of the Super User program and having the opportunity to build relationships with the Sky team allowed us to be more open and honest and along with having the opportunity to be involved in beta trials has helped change Annie+Uk’s opinion and rather than leaving the community she has become an advocate, this is evident in her having read 90%of all posts across our Community Forum and in supporting her peer customer group has responded to in excess of 2,750 Customer queries.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Her continued support of our Community members in sharing her knowledge and advice has assured her respected status as one of our key Super Users. She is not afraid to ask difficult questions and pose feedback directly to us based on Customer experiences which, assures that we can continually improve our service for our Customers. Her inspirational and engaging manner has assured she is an advocate of both our Customers and Sky which, has been key in the continued development of our Community and indeed our service provision.

 

 

In essence, Annie+UK has spent over 1 ½ years logged into the community, for a community that is less than 3 years old…making Annie+UK our ultimate Super Fan.

 

 

 


Company: BSkyB

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

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

Lithy category: Best Superfan Story or Insight

________________________________________________

 

 

Best Superfan Story/Insight

BSkyB

2013

 

In July 2012 we introduced our innovative Super User Program on the Sky Help Forum Community, recognising the super contributions from some of our forum members. Our Sky Help Community Super Users are individuals from within our Community who are the ultimate Sky boffins. Their technical prowess, detailed knowledge and broad range of expertise mean that they are the most valuable commodity in sourcing answers to our Customers questions. Whether they are technical aficionados looking to get the optimum performance of advanced applications or a technophile looking to simply decipher the jargon our Super Users can offer insight and support across our Customer base. All of our Super Users are independent of Sky and offer a true Customer insight in how to get the best from our products and services.

 

We wanted to implement a Super User program which truly recognised those active members within our Community who were advocates of sharing knowledge and best practice and wholeheartedly encompassed our methodology of peer to peer support and inclusion.

 

In being an advocate of our Customers and understanding their viewpoint our Super Users can offer a definitive insight into the sentiment of our audience and work with us to envisage a cohesive community built upon our core values. Our current base of 12 Super Users, have been recognised not only by Sky but by their peers as frequent, knowledgeable contributors with the Kudos and Accepted solutions to prove they are ‘worthy’ Smiley Happy

 

To recognise the contribution of our band of expert Superfans we provide them with enhanced access to encapsulate them as part of the Sky team. “The Boardroom” our Private Community boiler room allows us to engage with our Super Users at a unique level understanding their views, ideas and feedback on new product trials, services and general discussions about almost everything. Not only that, but their contributions to our dedicated Knowledge Base and Monthly Blog articles truly gives a unique view of what it means to be a Super User and a true Sky Superfan.

 

One of our original community members on the Sky Help Forum was Annie+UK who registered on 27th October 2010 and has become a mainstay Sky boffin across our Help Forum offering insightful help and support to our Customers.

 

 

As a respected senior member within our community Annie+UK is our ultimate Superfan and was a first choice to join our Super User Program when launched.

 

However, it wasn’t always that way. During the early days, Annie+UK felt frustrations with regard to issues she was having related to her service provision and how this was handled from a customer support point of view, all of her frustrations were evident in her posts. A lot of this had to do with transparency, product development and honest communication. In case managing the issues experienced by Annie+UK we began to develop a foundation of open communication and feedback which offered us key insights into the sentiment of our wider community. Her insight was invaluable as a true testament of the value of our Customer’s knowledge and experience. Cultivating a strong relationship based on a mutual support and shared knowledge has integrated Annie+UK and our wider Super Users into the Sky team.

 

Being part of the Super User program and having the opportunity to build relationships with the Sky team allowed us to be more open and honest and along with having the opportunity to be involved in beta trials has helped change Annie+Uk’s opinion and rather than leaving the community she has become an advocate, this is evident in her having read 90%of all posts across our Community Forum and in supporting her peer customer group has responded to in excess of 2,750 Customer queries.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Her continued support of our Community members in sharing her knowledge and advice has assured her respected status as one of our key Super Users. She is not afraid to ask difficult questions and pose feedback directly to us based on Customer experiences which, assures that we can continually improve our service for our Customers. Her inspirational and engaging manner has assured she is an advocate of both our Customers and Sky which, has been key in the continued development of our Community and indeed our service provision.

 

 

In essence, Annie+UK has spent over 1 ½ years logged into the community, for a community that is less than 3 years old…making Annie+UK our ultimate Super Fan.

 

 

 

Status:
2013 Lithy Submission

Lithys 2013: Joe Mobile - Best Business ROI

By DeniseJ

Lithys 2013: Joe Mobile - Best Business ROI

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-06-2013 04:22 PM - edited ‎03-07-2013 07:17 AM

Company: Joe Mobile

Entry submitted by: Laurent Partouche (lpartouche) Community Manager

Community: Joe Community (communaute.joemobile.fr)

Lithy category: Best New Community

___________________________________________________________________

 

Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.

 

Joe is also community-based. It means that the community is at the heart of its business model and allows for very lean operation when it comes to customer support.

 

Obviously it is easier to achieve this result when it's in your DNA right from the start rather than switching from a regular business model to a cooperative one.

 

That being said, it might have failed and we could have been flooded with support requests from angry users dying to find an answer to their legitimate questions. Fortunately this has not happened, in fact it's quite the opposite since with a satisfaction rate of 92% and an NPS score of 44 just two months after the start of our operations, our customers seems to be quite happy with their customer experience.

 

Let's dive into some numbers.

There are 3 ways to find an answer with Joe :

 

1) Search the community. Chances are your question has already been asked, but also already answered. With 80K searches since the community started, this seems to be the preferred and most effective way to find your answer.

 

2) Open a topic : 3K new topics have been opened in the Help sections of the community (I voluntarily left out the "Café" section dedicated to off- topic discussions).

 

3) Fill out a support form : 2.5K have been opened so far. These are treated by our support agents via a dedicated channel and depending on the difficulty, are escalated to Level 3 support.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

So how much have we saved ?

 

Again this is hard to tell since we have no prior comparison point. What we can say however is this :

 

We have to first make an assumption on the efficiency of the search tool. Let's say, that only 10% of searches guides the customer to the answer he is looking for (we think it is a conservative number when we look at the search terms that are most used). If we assume this hypothesis to be true, that's 8K support "cases" (10% of 80,000 searches) that would get solved without any further interaction with either the community or our support staff.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

All in all, this would mean that, out of the 13.5K support cases that you get if you add up 10% of the search to new topics and support forms, only 18.5% of those cases incur a direct cost for Joe (the support staff). That would be quite a compelling result in our opinion and truth is that we have not been forced to hire more support agents so those figure seems to be spot on. 

 

 

Of course you should take into considerations all the efforts and staff needed to make sure that the community is indeed active and effective but in the long run, it will be more effective to have a few community managers rather than line up support agents that solve cases one by one.

 

One last takeaway. The community can handle the first level of support effectively because our system is simple and transparent. We don't have the burden of legacy IT or aging tariff plans. That allows the community, in most cases, to know the answers. We have worked a lot to have a simple process and make most information available directly to the customer via self-service. The best way to cut costs on support costs is to take away the root cause of calls.

 


Company: Joe Mobile

Entry submitted by: Laurent Partouche (lpartouche) Community Manager

Community: Joe Community (communaute.joemobile.fr)

Lithy category: Best New Community

___________________________________________________________________

 

Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.

 

Joe is also community-based. It means that the community is at the heart of its business model and allows for very lean operation when it comes to customer support.

 

Obviously it is easier to achieve this result when it's in your DNA right from the start rather than switching from a regular business model to a cooperative one.

 

That being said, it might have failed and we could have been flooded with support requests from angry users dying to find an answer to their legitimate questions. Fortunately this has not happened, in fact it's quite the opposite since with a satisfaction rate of 92% and an NPS score of 44 just two months after the start of our operations, our customers seems to be quite happy with their customer experience.

 

Let's dive into some numbers.

There are 3 ways to find an answer with Joe :

 

1) Search the community. Chances are your question has already been asked, but also already answered. With 80K searches since the community started, this seems to be the preferred and most effective way to find your answer.

 

2) Open a topic : 3K new topics have been opened in the Help sections of the community (I voluntarily left out the "Café" section dedicated to off- topic discussions).

 

3) Fill out a support form : 2.5K have been opened so far. These are treated by our support agents via a dedicated channel and depending on the difficulty, are escalated to Level 3 support.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

So how much have we saved ?

 

Again this is hard to tell since we have no prior comparison point. What we can say however is this :

 

We have to first make an assumption on the efficiency of the search tool. Let's say, that only 10% of searches guides the customer to the answer he is looking for (we think it is a conservative number when we look at the search terms that are most used). If we assume this hypothesis to be true, that's 8K support "cases" (10% of 80,000 searches) that would get solved without any further interaction with either the community or our support staff.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

All in all, this would mean that, out of the 13.5K support cases that you get if you add up 10% of the search to new topics and support forms, only 18.5% of those cases incur a direct cost for Joe (the support staff). That would be quite a compelling result in our opinion and truth is that we have not been forced to hire more support agents so those figure seems to be spot on. 

 

 

Of course you should take into considerations all the efforts and staff needed to make sure that the community is indeed active and effective but in the long run, it will be more effective to have a few community managers rather than line up support agents that solve cases one by one.

 

One last takeaway. The community can handle the first level of support effectively because our system is simple and transparent. We don't have the burden of legacy IT or aging tariff plans. That allows the community, in most cases, to know the answers. We have worked a lot to have a simple process and make most information available directly to the customer via self-service. The best way to cut costs on support costs is to take away the root cause of calls.

 

Status:
2013 Lithy Submission

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

By DeniseJ

Company: Telstra Corp

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

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

 

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

 

 

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

 

 

 

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

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Later this year we will also be introducing

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

 


Company: Telstra Corp

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

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Technical Implementation

________________________________________________

 

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

 

 

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

 

 

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

 

 

 

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

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Later this year we will also be introducing

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

 

Status:
2013 Lithy Submission

Lithys 2013: LEGO - Best Social Support Program

By DeniseJ

Lithys 2013: LEGO - Best Social Support Program

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

Company: LEGO Systems Inc.

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

Community: LEGO Community (community.lego.com)

Lithy category: Best Social Support Program

________________________________________________

 

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

 

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

 

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

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

 

 


 

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

 

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

 

New Polling & Ranking Features:

 

Some of the new ranks:

 

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

 

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

 

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

 

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

 

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

 


Company: LEGO Systems Inc.

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

Community: LEGO Community (community.lego.com)

Lithy category: Best Social Support Program

________________________________________________

 

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

 

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

 

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

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

 

 


 

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

 

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

 

New Polling & Ranking Features:

 

Some of the new ranks:

 

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

 

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

 

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

 

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

 

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

 

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