Lithys: Digital Customer Excellence Awards

Showing results for 
Search instead for 
Do you mean 

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

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

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

The stories are amazing.


 
New Idea
Status:
2016 Lithy Submission

Lithys 2016: Optus - Support Savings MVP

By JaniceK

Lithys 2016: Optus - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 05:44 PM - last edited on ‎05-03-2016 08:37 AM by Moderator Moderator

optusSCREAM_Teal-YellowBubble-sRGB.jpgCompany: Optus

Contact: Karen Le (Community Manager)

Community: My Optus Community

Lithy category: Support Savings MVP

 

As Australia's second largest Telecommunication provider, Optus is in the business of connecting people. We offer a broad range of communications services including mobile, telephony, internet, business network services, satellite services and subscription television to over ten million customers every day.

 

While we are a company that is focused on enabling homes and businesses with technology and entertainment, our vision is to lead Australia in outstanding customer experience.

 

How community meets our customer care business goals

 

Like many companies, the provision of customer service through traditional channels contributes to a significant proportion of our operational cost base. This year, our overarching Customer Service Strategy has been firmly rooted in digital with the dual purpose of meeting the shift in customer preference and reducing support costs. The under-utilisation of community based customer support was recognised as a key area of opportunity. The resulting business objective was to actively drive My Optus Community to deflect an incremental 350,000 calls from the call centre during FY16 (March ’15 to April ‘16). What we actually achieved was an incremental 500,000+ calls. There were a number of key initiatives that were implemented in order to achieve these goals;

 

Integration of Community within our digital assets

 

This focused on the inclusion of contextually relevant widgets that surface community conversation on the optus.com.au website, including the homepage, help & support, product and sales pages. Strong community CTA’s were on all electronic communications and a further extension of our online integration strategy has been to develop campaign landing pages directly within the community; giving customers the opportunity to directly ask questions, comment and respond directly. These questions are work flowed into to LSW where moderators are able to respond where required. This has worked so well that the Pre- Paid team have made the community landing page part of the customer on-boarding journey, allowing all new Pre-Paid customers ask questions at the time of setup to provide a seamless experience.

Pre-Paid Welcome Hub

 

Default support channel within our Go to Market Programs

 

One of the most significant cultural changes was to position to community as THE default support channel for our Go To Market programs. When Optus launched a new mobile App in September, WiFi Talk (gives customers with limited indoor mobile coverage can use the app to make and receive calls over a WiFi connection), My Optus Community was used as the primary support channel and for the very first time all the customer broadcast communications directed customers to a blog post in My Optus Community with all of the key details. Over 67,000 people viewed the post, resulting in 230 comments. This was so effective that only 20 support calls were logged about WiFi Talk issues each week since it launched. This has been successfully replicated a number of times since with equal success and is now considered BAU practice.

WiFi Talk Launch

 

Australia’s First Responsive Community

 

We’ve acknowledged the trend of needing support on-the-go by making My Optus Community the first fully responsive community in Australia, ensuring that members have the same experience across all of their devices. This has resulted in a jump from 510K mobile visits last financial year to 1.3 million this year. Today over 50% of our traffic is generated by mobile devices.

 

Driving traffic and informing customers through the Optus Blog

 

In June of 2015 we launched the My Optus Community Blog, which has played an important role in our content marketing strategy and has been an excellent vehicle for the discovery of community content. Since launch, we have maintained a steady rhythm of content production with over 125 articles published, which have received over 500,000 page views and contribute a significant proportion of search referrals.

 

My Optus Community Blog

 

Improving the Resolution Rate

 

In a world first, we customised the way that the Tribal Knowledgebase (TKB) module is traditionally used to change the way articles are created and published. In doing so, we give community members the control to identify support content they want and think other members might need, allowing us to scale through crowd sourcing. Threads can be nominated as Wiki articles by the community, who can also make updates to the content, giving them power to help other members. Since we launched this module in September, 63 articles have been authored and received over 26,000 views.

My Optus Community Wiki

 

This combined with prioritised routing of unanswered posts into the social media team through LSW has seen the customer reported resolution rate increase from 9% to 37%.

 

Retaining & recognising our members

 

The implementation of a formalised Super User program and the introduction of Premium Gamification has seen the contributions made from our super users increase by almost 300% year on year. This translates to almost 1,500 hours being spent in the community by our top 5 users. The program runs on a 6 month cycle, is built on deep personal relationships (that extends into the ‘real’ world) and actively recruits users from other communities based on a set of attributes.

 

The execution of our strategy in combination with attentive and responsive community management has seen us exceed the 350,000 incremental call reduction target by more almost 60%, delivering a 230% increase on Opex saving.

 

Cost reductions from our community

 

The organisation’s business objective was to actively utilise My Optus Community to deflect an incremental 350,000 calls from the call centre. These call reduction projections are used to plan for our voice channel workforce. The number of actual calls are recorded and tracked against the projection figures ensure that capacity planning and headcount is accurate and adjustments are made accordingly, and due to these reduced volumes we are able to incrementally increase capacity when unforeseen issues arise.

 

Also, through the increased participation by members there a reduction in the reliance on Optus moderators to input into the discussion by 40% in comparison to the previous financial year, meaning we were able to handle an 82% increase in engagement volume across social with minimal increase in resource (4 FTE).

 

Our results

 

The combination of executive support, solid strategy and a focused team has delivered an outstanding set of outcomes for My Optus Community including an incremental reduction of over 500,000 calls delivering 230% increase on Opex savings. There has been a considerable impact, not only on the number of calls reduced but in the way we organise and plan our headcount and workforce. This has meant we’ve been able to provide more support to customers when they need us as well as a significant reduction in our operational expenditure.

 

Listen to what the VP of Customer Service has to say about the results and the impact they’ve had on the organisation’s performance.

 

 

jnhbgfvc.png


optusSCREAM_Teal-YellowBubble-sRGB.jpgCompany: Optus

Contact: Karen Le (Community Manager)

Community: My Optus Community

Lithy category: Support Savings MVP

 

As Australia's second largest Telecommunication provider, Optus is in the business of connecting people. We offer a broad range of communications services including mobile, telephony, internet, business network services, satellite services and subscription television to over ten million customers every day.

 

While we are a company that is focused on enabling homes and businesses with technology and entertainment, our vision is to lead Australia in outstanding customer experience.

 

How community meets our customer care business goals

 

Like many companies, the provision of customer service through traditional channels contributes to a significant proportion of our operational cost base. This year, our overarching Customer Service Strategy has been firmly rooted in digital with the dual purpose of meeting the shift in customer preference and reducing support costs. The under-utilisation of community based customer support was recognised as a key area of opportunity. The resulting business objective was to actively drive My Optus Community to deflect an incremental 350,000 calls from the call centre during FY16 (March ’15 to April ‘16). What we actually achieved was an incremental 500,000+ calls. There were a number of key initiatives that were implemented in order to achieve these goals;

 

Integration of Community within our digital assets

 

This focused on the inclusion of contextually relevant widgets that surface community conversation on the optus.com.au website, including the homepage, help & support, product and sales pages. Strong community CTA’s were on all electronic communications and a further extension of our online integration strategy has been to develop campaign landing pages directly within the community; giving customers the opportunity to directly ask questions, comment and respond directly. These questions are work flowed into to LSW where moderators are able to respond where required. This has worked so well that the Pre- Paid team have made the community landing page part of the customer on-boarding journey, allowing all new Pre-Paid customers ask questions at the time of setup to provide a seamless experience.

Pre-Paid Welcome Hub

 

Default support channel within our Go to Market Programs

 

One of the most significant cultural changes was to position to community as THE default support channel for our Go To Market programs. When Optus launched a new mobile App in September, WiFi Talk (gives customers with limited indoor mobile coverage can use the app to make and receive calls over a WiFi connection), My Optus Community was used as the primary support channel and for the very first time all the customer broadcast communications directed customers to a blog post in My Optus Community with all of the key details. Over 67,000 people viewed the post, resulting in 230 comments. This was so effective that only 20 support calls were logged about WiFi Talk issues each week since it launched. This has been successfully replicated a number of times since with equal success and is now considered BAU practice.

WiFi Talk Launch

 

Australia’s First Responsive Community

 

We’ve acknowledged the trend of needing support on-the-go by making My Optus Community the first fully responsive community in Australia, ensuring that members have the same experience across all of their devices. This has resulted in a jump from 510K mobile visits last financial year to 1.3 million this year. Today over 50% of our traffic is generated by mobile devices.

 

Driving traffic and informing customers through the Optus Blog

 

In June of 2015 we launched the My Optus Community Blog, which has played an important role in our content marketing strategy and has been an excellent vehicle for the discovery of community content. Since launch, we have maintained a steady rhythm of content production with over 125 articles published, which have received over 500,000 page views and contribute a significant proportion of search referrals.

 

My Optus Community Blog

 

Improving the Resolution Rate

 

In a world first, we customised the way that the Tribal Knowledgebase (TKB) module is traditionally used to change the way articles are created and published. In doing so, we give community members the control to identify support content they want and think other members might need, allowing us to scale through crowd sourcing. Threads can be nominated as Wiki articles by the community, who can also make updates to the content, giving them power to help other members. Since we launched this module in September, 63 articles have been authored and received over 26,000 views.

My Optus Community Wiki

 

This combined with prioritised routing of unanswered posts into the social media team through LSW has seen the customer reported resolution rate increase from 9% to 37%.

 

Retaining & recognising our members

 

The implementation of a formalised Super User program and the introduction of Premium Gamification has seen the contributions made from our super users increase by almost 300% year on year. This translates to almost 1,500 hours being spent in the community by our top 5 users. The program runs on a 6 month cycle, is built on deep personal relationships (that extends into the ‘real’ world) and actively recruits users from other communities based on a set of attributes.

 

The execution of our strategy in combination with attentive and responsive community management has seen us exceed the 350,000 incremental call reduction target by more almost 60%, delivering a 230% increase on Opex saving.

 

Cost reductions from our community

 

The organisation’s business objective was to actively utilise My Optus Community to deflect an incremental 350,000 calls from the call centre. These call reduction projections are used to plan for our voice channel workforce. The number of actual calls are recorded and tracked against the projection figures ensure that capacity planning and headcount is accurate and adjustments are made accordingly, and due to these reduced volumes we are able to incrementally increase capacity when unforeseen issues arise.

 

Also, through the increased participation by members there a reduction in the reliance on Optus moderators to input into the discussion by 40% in comparison to the previous financial year, meaning we were able to handle an 82% increase in engagement volume across social with minimal increase in resource (4 FTE).

 

Our results

 

The combination of executive support, solid strategy and a focused team has delivered an outstanding set of outcomes for My Optus Community including an incremental reduction of over 500,000 calls delivering 230% increase on Opex savings. There has been a considerable impact, not only on the number of calls reduced but in the way we organise and plan our headcount and workforce. This has meant we’ve been able to provide more support to customers when they need us as well as a significant reduction in our operational expenditure.

 

Listen to what the VP of Customer Service has to say about the results and the impact they’ve had on the organisation’s performance.

 

 

jnhbgfvc.png

Status:
2016 Lithy Submission

Lithys 2016: Vodafone Spain - Social ROI Titan

By JaniceK

Lithys 2016: Vodafone Spain - Social ROI Titan

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

ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community: Foro Vodafone 

Lithy category:  Social ROI Titan

 

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

 

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

 

Our 2015 goals for our  Lithium-powered community 

 

Our target are:

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

 

Our focus areas and tactics to meet our goals

 

The changes we have made:  

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

 

Our results

 

Our achievements during 2015 were:  

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

 

a.png


ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community: Foro Vodafone 

Lithy category:  Social ROI Titan

 

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

 

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

 

Our 2015 goals for our  Lithium-powered community 

 

Our target are:

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

 

Our focus areas and tactics to meet our goals

 

The changes we have made:  

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

 

Our results

 

Our achievements during 2015 were:  

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

 

a.png

Status:
2016 Lithy Submission

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

By JaniceK

Lithys 2016: SmartBear - Community Design of the Year

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

Untitled1.pngCompany: SmartBear


Entry submitted by: Tatyana Gorbunova (Community Manager)

Community: SmartBear Community 

Lithy category:  Community Design of the Year

 

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

 

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

 

 

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

 

Here is the Community home page:

 

SmartBear Home Page.png

 

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

 

Metrics

YoY Growth,%

CHI

+18%

New Topics

+58%

#Solutions

+240%

#Kudos

+280%

Visits

+500%


Untitled1.pngCompany: SmartBear


Entry submitted by: Tatyana Gorbunova (Community Manager)

Community: SmartBear Community 

Lithy category:  Community Design of the Year

 

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

 

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

 

 

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

 

Here is the Community home page:

 

SmartBear Home Page.png

 

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

 

Metrics

YoY Growth,%

CHI

+18%

New Topics

+58%

#Solutions

+240%

#Kudos

+280%

Visits

+500%

Status:
2016 Lithy Submission

Lithys 2016: Rogers - Total Community All Star

By JaniceK

Lithys 2016: Rogers - Total Community All Star

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

Untitled21.pngCompany: Rogers

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

Community: Rogers Community Forums

Lithy Category: Total Community All Star

 

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

 

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

 

Our road to Lithium

 

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

 

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

 

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

 

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

 

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

 

The benefits of having both a  community and LSW

 

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

 

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

 

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

 

Untitled22.png

 

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

 

Untitled23.png

 

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

 

Untitled24.png

 

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

 

Untitled25.png

 

Our Total Community results

 

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

 

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

 

Untitled31.png

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

 

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

 

KPI

2015 Results

Registered users

20% YoY ↑

Page views

60% YoY ↑

CHI

All time high 787 in Sept

Response time

<60 minutes

Call deflection

Deflected 160k+ calls

Super users

11 super users spent 4,713 hours online

 

 


Untitled21.pngCompany: Rogers

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

Community: Rogers Community Forums

Lithy Category: Total Community All Star

 

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

 

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

 

Our road to Lithium

 

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

 

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

 

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

 

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

 

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

 

The benefits of having both a  community and LSW

 

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

 

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

 

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

 

Untitled22.png

 

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

 

Untitled23.png

 

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

 

Untitled24.png

 

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

 

Untitled25.png

 

Our Total Community results

 

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

 

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

 

Untitled31.png

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

 

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

 

KPI

2015 Results

Registered users

20% YoY ↑

Page views

60% YoY ↑

CHI

All time high 787 in Sept

Response time

<60 minutes

Call deflection

Deflected 160k+ calls

Super users

11 super users spent 4,713 hours online

 

 

Status:
2016 Lithy Submission

Lithys 2016: Vodafone Spain - Community Design of ...

By JaniceK

Lithys 2016: Vodafone Spain - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 03:53 PM - last edited on ‎05-03-2016 08:30 AM by Moderator Moderator

ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community:   Foro Vodafone 

Lithy category: Community Design of the Year

 

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

 

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

 

Our community goals

 

We wanted to increase visits to the community, the number of users. To achive them, we redesigned our community homepage and added a new version accessible via Smartphone and tablets. We have also boosted our Vodafone Heroes User Programme and enhanced content created in the Community. 

 

The design elements that make our community unique

 

We have created a very visual and usable community where you can browse all categories at a glance to directly choose where to post. Also we have included direct links to the most important sections Vodafone’s website like mobile coverage and Management tips for our Vodafone Private Area from web and App.

 

Community design:

 

Vodafone Espana community screenshot.jpg

 

Mobile design:

 

Vodafone Espana mobile.jpg

 

How we executed our community design

 

We used Clicks heatmaps to detect the hotspots and help us to do a better design tracking most popular links and sessions. We wanted to make it more useful and organized through a very simply and insightful menu of categories and attractive banners.

 

Our metrics

 

  Our achievements during 2015 were:  

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

 

Visits

Vodafone Espana chart 1.jpg

 

 

Completed Registrations

Vodafone Espana chart 2.jpg

 

 

Member Time

Vodafone Espana chart 3.jpg

 

 

CHI

Vodafone Espana chart 4.jpg

 

    

 


ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community:   Foro Vodafone 

Lithy category: Community Design of the Year

 

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

 

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

 

Our community goals

 

We wanted to increase visits to the community, the number of users. To achive them, we redesigned our community homepage and added a new version accessible via Smartphone and tablets. We have also boosted our Vodafone Heroes User Programme and enhanced content created in the Community. 

 

The design elements that make our community unique

 

We have created a very visual and usable community where you can browse all categories at a glance to directly choose where to post. Also we have included direct links to the most important sections Vodafone’s website like mobile coverage and Management tips for our Vodafone Private Area from web and App.

 

Community design:

 

Vodafone Espana community screenshot.jpg

 

Mobile design:

 

Vodafone Espana mobile.jpg

 

How we executed our community design

 

We used Clicks heatmaps to detect the hotspots and help us to do a better design tracking most popular links and sessions. We wanted to make it more useful and organized through a very simply and insightful menu of categories and attractive banners.

 

Our metrics

 

  Our achievements during 2015 were:  

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

 

Visits

Vodafone Espana chart 1.jpg

 

 

Completed Registrations

Vodafone Espana chart 2.jpg

 

 

Member Time

Vodafone Espana chart 3.jpg

 

 

CHI

Vodafone Espana chart 4.jpg

 

    

 

Status:
2016 Lithy Submission

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

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:15 PM - edited ‎05-06-2016 04:37 PM

Fido logo.jpg

Company: Fido (Rogers Communications)

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

Community: Fido Community

Lithy category: Marketing Champion

 

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

 

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

 

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

 

The Fido Community turns 5

 

To celebrate the Fido Community’s 5th year anniversary, we held a month-long contest throughout September 2015. In order to enter the draw for a chance to win one of 10 prizes (total of $4000 in prizes), participants were invited to post their best cellular tip and/or trick into the Tips & Tricks board. This new board was created for the contest.

 

The goals were to:

  • Increase Community registrations;
  • Increase overall Community traffic and liveliness (posts, likes, page views, unique visitors);
  • Raise Community awareness, both externally and internally;
  • Increase useful content in the Community;
  • And, of course, to celebrate the Community’s 5th

 

We received a total of 371 entries, and some of the best Tips & Tricks were shared on our Social Media properties to promote the Community and give our Community members some exposure and recognition.

 

Our promotional tactic consisted of a Community blog post to announce and describe the contest, along with the rules & regulations. We then promoted this blog post using the following methods:

  • Our social media properties (Facebook, Twitter and Instagram post)Banner on the homepage of our website
  • Special blurb in emails to customers
  • Text message (to targeted customers)

 

Untitled33.png

Facebook Post

 

Untitled34.png

 

On Twitter

 

Untitled35.png

 

Banner on Fido.ca

 

Untitled36.png

 

On September 15th, the actual anniversary date of the Community, we wrote a second Community blog post to remind everyone of the contest and to keep the hype going. We took this opportunity to thank our Community members who have been with us since the start. This blog post was also shared on our Social Media properties, but this time with curiosity sparking infographics to recap the 5 years:

 

Untitled37.png

 

Community Tip Shared on Social Media

 

Untitled38.png

 

Our Results

 

The results were outstanding! We met each and every one of our goals. The contest increased the Community liveliness, traffic, and overall interaction to a level we hadn’t seen before. Multiple records were broken during the month of September 2015 (percentages are in comparison to the previous month):

 

Untitled39.png

 

The contest was also very well received by the Community, who took joy in sharing their feedback. Our first blog post generated many comments, which mostly consisted of happy birthday wishes and expressions of excitement towards the prizes. Many members voiced their happiness, including top contributors:

 

Untitled40.pngUntitled41.png

 

The birthday contest not only served as a means to break traffic and registration records, but also as a means of promotion. Even after the contest ended, our traffic continued to increase, justifying our promotional efforts.

 

Untitled46.pngUntitled45.pngUntitled44.pngUntitled43.pngUntitled47.pngUntitled42.png

 

 

 

 

 


Fido logo.jpg

Company: Fido (Rogers Communications)

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

Community: Fido Community

Lithy category: Marketing Champion

 

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

 

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

 

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

 

The Fido Community turns 5

 

To celebrate the Fido Community’s 5th year anniversary, we held a month-long contest throughout September 2015. In order to enter the draw for a chance to win one of 10 prizes (total of $4000 in prizes), participants were invited to post their best cellular tip and/or trick into the Tips & Tricks board. This new board was created for the contest.

 

The goals were to:

  • Increase Community registrations;
  • Increase overall Community traffic and liveliness (posts, likes, page views, unique visitors);
  • Raise Community awareness, both externally and internally;
  • Increase useful content in the Community;
  • And, of course, to celebrate the Community’s 5th

 

We received a total of 371 entries, and some of the best Tips & Tricks were shared on our Social Media properties to promote the Community and give our Community members some exposure and recognition.

 

Our promotional tactic consisted of a Community blog post to announce and describe the contest, along with the rules & regulations. We then promoted this blog post using the following methods:

  • Our social media properties (Facebook, Twitter and Instagram post)Banner on the homepage of our website
  • Special blurb in emails to customers
  • Text message (to targeted customers)

 

Untitled33.png

Facebook Post

 

Untitled34.png

 

On Twitter

 

Untitled35.png

 

Banner on Fido.ca

 

Untitled36.png

 

On September 15th, the actual anniversary date of the Community, we wrote a second Community blog post to remind everyone of the contest and to keep the hype going. We took this opportunity to thank our Community members who have been with us since the start. This blog post was also shared on our Social Media properties, but this time with curiosity sparking infographics to recap the 5 years:

 

Untitled37.png

 

Community Tip Shared on Social Media

 

Untitled38.png

 

Our Results

 

The results were outstanding! We met each and every one of our goals. The contest increased the Community liveliness, traffic, and overall interaction to a level we hadn’t seen before. Multiple records were broken during the month of September 2015 (percentages are in comparison to the previous month):

 

Untitled39.png

 

The contest was also very well received by the Community, who took joy in sharing their feedback. Our first blog post generated many comments, which mostly consisted of happy birthday wishes and expressions of excitement towards the prizes. Many members voiced their happiness, including top contributors:

 

Untitled40.pngUntitled41.png

 

The birthday contest not only served as a means to break traffic and registration records, but also as a means of promotion. Even after the contest ended, our traffic continued to increase, justifying our promotional efforts.

 

Untitled46.pngUntitled45.pngUntitled44.pngUntitled43.pngUntitled47.pngUntitled42.png

 

 

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Comcast - Total Community All Star

By JaniceK

Lithys 2016: Comcast - Total Community All Star

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

Untitled63.pngCompany:  Comcast 

Entry submitted by: Matt Verna (Analyst)

Community: Comcast Help & Support Forums 

Lithy category:  Total Community All Star

 

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

 

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

 

Key 2015 Milestones:

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

 

My Account App integration with @comcastcares

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

 

Untitled68.png

 

Expert Help

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

 

Untitled69.png

 

Smart View

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

 

Untitled70.png

 

Approvals

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

 

Untitled71.png

 

Dashboards/Alerts

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

 

Untitled72.pngUntitled73.png

 

Forums Links to Related Content

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

 

Untitled74.png

 

KB integration

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

 

Untitled75.png


Untitled63.pngCompany:  Comcast 

Entry submitted by: Matt Verna (Analyst)

Community: Comcast Help & Support Forums 

Lithy category:  Total Community All Star

 

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

 

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

 

Key 2015 Milestones:

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

 

My Account App integration with @comcastcares

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

 

Untitled68.png

 

Expert Help

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

 

Untitled69.png

 

Smart View

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

 

Untitled70.png

 

Approvals

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

 

Untitled71.png

 

Dashboards/Alerts

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

 

Untitled72.pngUntitled73.png

 

Forums Links to Related Content

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

 

Untitled74.png

 

KB integration

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

 

Untitled75.png

Status:
2016 Lithy Submission

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

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:27 PM - last edited on ‎05-03-2016 10:06 AM by Lithium Alumni (Retired) Lithium Alumni (Retired)

Fido logo.jpg

Company: Fido (Rogers Communications)

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

Community: Fido Community

Lithy category: Community Design of the Year

 

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

 

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

 

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

 

Our Goals

 

Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:

 

  • Redesign our Community in order to enhance the customer experience.
  • Improve functionalities and navigation.
  • Promote growth of the Community through various initiatives and promotional tactics.
  • Optimize the content and increase the useful information for our members.

 

How We Stand Out

 

What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.

 

When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.

 

Untitled22.png 

Untitled23.png

 

We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.

 

Untitled24.pngUntitled25.png

 

In 2015, we completed a redesign of our Gamification strategy.

 

  • Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’.
  • We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.

 

Untitled26.png

b.png

 

We also redesigned all of our notification emails to make sure they were aligned with our branding.

 

Untitled27.png

 

In Q1 of 2016, we introduced a responsive mobile experience.

 

Untitled28.png

 

All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.

 

Designing an Awesome Community

 

In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.

 

Untitled29.png

 

Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.

 

All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!

 

In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.

 

We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.

 

We also used Lithium’s professional services to redesign and launch our badges.

 

Our Success

 

Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.

 

Untitled30.png


Fido logo.jpg

Company: Fido (Rogers Communications)

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

Community: Fido Community

Lithy category: Community Design of the Year

 

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

 

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

 

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

 

Our Goals

 

Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:

 

  • Redesign our Community in order to enhance the customer experience.
  • Improve functionalities and navigation.
  • Promote growth of the Community through various initiatives and promotional tactics.
  • Optimize the content and increase the useful information for our members.

 

How We Stand Out

 

What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.

 

When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.

 

Untitled22.png 

Untitled23.png

 

We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.

 

Untitled24.pngUntitled25.png

 

In 2015, we completed a redesign of our Gamification strategy.

 

  • Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’.
  • We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.

 

Untitled26.png

b.png

 

We also redesigned all of our notification emails to make sure they were aligned with our branding.

 

Untitled27.png

 

In Q1 of 2016, we introduced a responsive mobile experience.

 

Untitled28.png

 

All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.

 

Designing an Awesome Community

 

In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.

 

Untitled29.png

 

Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.

 

All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!

 

In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.

 

We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.

 

We also used Lithium’s professional services to redesign and launch our badges.

 

Our Success

 

Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.

 

Untitled30.png

Status:
2016 Lithy Submission

Lithys 2016: Sony Interactive Entertainment / Play...

By JaniceK

 

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

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

Community: PlayStation Community

Lithy category: Community Design of the Year

 

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

 

Our community goals

 

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

 

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

 

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

 

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

 

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

 

Our unique community design

 

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

 

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

 

PlayStation_Community_Homepage.png

 

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

 

User_avatar.png

Badges.png

 

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

 

PlayStation.com_VS_PlayStation_Community.png

 

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

 

Notifications.png

 

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

 

Topics_filters.png

Popular_Topics.png

Support_Topics.png

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

 

User_navigation_bar.png

 

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

 

Sackboy_help.png

 

All these concepts are extrapolated to our new responsive designs:

 

Responsive_Boardpage.png

Responsive_Threadpage1.pngResponsive_Threadpage2.pngResponsive_Threadpage3.png

 

How we executed our community design

 

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

 

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

 

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

 

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

 

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

 

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

                                                                                

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

 

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

 

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

 

Our design excellence results

 

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

3.png

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

4.png

  • Visits to support boards form homepage after introducing our

1.png

  • CHI progression after


2.png

 


 

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

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

Community: PlayStation Community

Lithy category: Community Design of the Year

 

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

 

Our community goals

 

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

 

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

 

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

 

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

 

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

 

Our unique community design

 

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

 

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

 

PlayStation_Community_Homepage.png

 

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

 

User_avatar.png

Badges.png

 

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

 

PlayStation.com_VS_PlayStation_Community.png

 

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

 

Notifications.png

 

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

 

Topics_filters.png

Popular_Topics.png

Support_Topics.png

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

 

User_navigation_bar.png

 

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

 

Sackboy_help.png

 

All these concepts are extrapolated to our new responsive designs:

 

Responsive_Boardpage.png

Responsive_Threadpage1.pngResponsive_Threadpage2.pngResponsive_Threadpage3.png

 

How we executed our community design

 

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

 

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

 

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

 

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

 

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

 

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

                                                                                

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

 

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

 

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

 

Our design excellence results

 

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

3.png

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

4.png

  • Visits to support boards form homepage after introducing our

1.png

  • CHI progression after


2.png

 

Status:
2016 Lithy Submission

Lithys 2016: Swisscom - Total Community All Star

By JaniceK

Lithys 2016: Swisscom - Total Community All Star

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

thumbnail_Swisscom_Logo_RGB.jpgCompany: Swisscom

Contact: Armin Ledergerber (Social Media Service Designer)

Community: Swisscom Community

Lithy category: Total Community All Star

 

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

 

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

 

Swisscom’s road to Lithium Total Community

 

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

 

dc.png

Fig. 1: Social Media Universe of Swisscom

 

LSW for service dialogue in four languages

 

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

 

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

 

gbdfvcs.png

Fig. 2: LSW Setup at Swisscom

 

Community forum for the “long tail” of service requests

 

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

 

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

 

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

 

 gdcx.png

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

 

The benefits of Total Community

 

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

 

LSW within our social media strategy

 

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

 

Community within our social media strategy

 

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

 

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

 

gdfs.png

Fig. 4: Community and Forum Homepages

 

The results of Total Community

 

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

 

Directly measurable savings

 

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

 

bnlv.png

Fig. 5: Evolution of the Community Forum

 

Service recovery through social media dialogues

 

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

 

Indirectly measurable results within the company

 

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

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

 

 


thumbnail_Swisscom_Logo_RGB.jpgCompany: Swisscom

Contact: Armin Ledergerber (Social Media Service Designer)

Community: Swisscom Community

Lithy category: Total Community All Star

 

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

 

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

 

Swisscom’s road to Lithium Total Community

 

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

 

dc.png

Fig. 1: Social Media Universe of Swisscom

 

LSW for service dialogue in four languages

 

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

 

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

 

gbdfvcs.png

Fig. 2: LSW Setup at Swisscom

 

Community forum for the “long tail” of service requests

 

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

 

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

 

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

 

 gdcx.png

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

 

The benefits of Total Community

 

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

 

LSW within our social media strategy

 

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

 

Community within our social media strategy

 

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

 

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

 

gdfs.png

Fig. 4: Community and Forum Homepages

 

The results of Total Community

 

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

 

Directly measurable savings

 

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

 

bnlv.png

Fig. 5: Evolution of the Community Forum

 

Service recovery through social media dialogues

 

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

 

Indirectly measurable results within the company

 

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

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

 

 

Status:
2016 Lithy Submission

Lithys 2016: Barclaycard Travel - Marketing Champi...

By JaniceK

Lithys 2016: Barclaycard Travel - Marketing Champion

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 01:55 AM - last edited on ‎05-03-2016 08:35 AM by Moderator Moderator

barclaycard.pngCompany: Barclaycard US

Contact: Kati Driscoll (Community Manager)

Community: Barclaycard Travel Community

Lithy category:  Marketing Champion

 

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

 

Lithium’s community platform is the driving force behind the Barclaycard Travel Community. BarclaycardTravel.com is a unique travel community experience where Barclaycard cardmembers and non-cardmembers can share travel stories, look to other members for travel inspiration, and earn miles, which can be redeemed for rewards, for engaging in community activities.

 

Our unique promotion and objective

 

On July 2, 2015, changes to the Rewards Program Rules for the Barclaycard Arrival™ and Barclaycard Arrival Plus™ MasterCard® were announced. Community was part of a cross functional team initially formed to support customer care and manage complaint volumes, which were estimated to be higher than average, during the transition.

 

Rather than focusing on the minimal product changes being made, Social Media and Community teams suggested a different approach. Why not highlight the qualities of our award-winning travel card which remained unchanged?

 

We started with the question, "What is it about the experience of travel that drives our cardmembers' passion?" We discussed the emotions that travel evokes, especially the feeling when one arrives somewhere new. From there, we explored what it means to "arrive" as a symbol of status, connecting the existing social sentiment (#IHAVEARRIVED) to the way the Arrival card and its features enable and empower our cardmembers to have these same moments.

 

Our primary objective of the campaign was to promote and encourage positive product sentiment through proactive messaging of core featured benefits. This would be measured by a reduction in complaint volumes and an increase in positive social sentiment surrounding the brand.

 

Our secondary objective was to build loyalty and advocacy through an engagement campaign with our cardmembers and community members. This would be measured by content consumption & engagement on social media and within the community, content amplification, and cardmember behavior analysis.

 

Our strategy and tactics for our community

 

CONTENT STRATEGY

Strategy for #IHaveArrived content focused on two types of content: #IHAVEARRIVED "moments" and Arrival product benefits

 

a.png

 

  • MOMENTS: Using Facebook audience insights based on our Arrival cardmember and community population, we created content which reflected lifestyle buckets
    • Established Elite – represents America’s elite couples and singles. With no school-age children at home and the second highest income in the country, these households have enormous disposable incomes and pursue correlating luxuries and activities
    • Summit Estates – families are enjoying the good life – luxury travel, entertainment and consumption of every kind are within easy reach
    • Skyboxes and Suburbans – the best educated of all the clusters. These families shop at upscale stores, spend time feathering their nests and adhere to regular fitness programs.
    • Corporate Clout – well educated and well compensated singles and couples in their 40s and 50s. These corporate executives and professionals are serious travelers, whether for work or pleasure and intelligent investors.

 

b.png

 

  • BENEFITS: We used community search and traffic trends, we developed content which helped users to better understand some of the most popular Arrival benefits while highlighting more obscure card features
    • No foreign transaction fees
    • No miles expiration
    • Chip card technology
    • Travel protections
    • Rewards
      • Access to Travel Community
      • Access to Rewards Fan Zone
      • Access to RewardsBoost
    • MasterCard World Elite benefits
      • Automatic World Elite status
      • World Elite Concierge
      • World Elite Luxury Travel benefits
      • MasterCard Travel Services

 

DISTRIBUTION STRATEGY

Content was posted across the following channels:

  • Social Media
    • Facebook
    • Twitter
    • Instagram
    • YouTube
  • Community
    • Home page
    • 5 separate user experiences
  • PR
  • Email
    • Community Newsletter
    • Arrival cardmember email
  • Website
    • Web tile
    • Featured campaign content on the servicing site
    • Integration with Arrival rewards – users could earn additional miles for registering for the community, sharing stories or using the #IHAVEARRIVED tag

c.png

 

PR

  • 119M Media Impressions
  • 225 outlets

 

SOCIAL

  • 2M Social Media Impressions
  • 961K Social Reach
  • 125K Engagements
  • 103K Video Views
  • 91% decline in negative sentiment regarding the changes, our primary objective!

 

COMMUNITY

  • 91K Page Views during Sweepstakes
  • #IHAVEARRIVED generated 11% of 2015 community registrations
  • 735 Travel Stories submitted

 

EMAIL

  • 316K unique opens
  • 20K unique CTR

 

CARDMEMBER

  • 12% increase of arrival cardmembers registering in community
  • Drove 5% increase of Arrival cardmembers linking accounts in the community

 

Key Learnings

 

SOCIAL

  • Most engaged & cost effective age group for the contest: 18-34 (+20%)
  • Most engaged & cost-effective age group for the benefits messaging was 25 – 34 (35%)
  • Instagram ads proved to be cost effective but lacked the reach related to our Cardmember/Community audiences and fans
  • Cardmembers who were Community Members, but were not linked were more inclined to enter the promotion via social
  • Mobile is everything - 70% of the campaign reach was on a mobile device

 

COMMUNITY

  • Best performing content spoke to our audience about benefits which provide a service for free or increase miles earns as opposed to benefits which save them money or offer convenience
  • “If content is king, distribution is queen” - multichannel distribution is essential for content engagement success
  • Content from promotion

 


barclaycard.pngCompany: Barclaycard US

Contact: Kati Driscoll (Community Manager)

Community: Barclaycard Travel Community

Lithy category:  Marketing Champion

 

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

 

Lithium’s community platform is the driving force behind the Barclaycard Travel Community. BarclaycardTravel.com is a unique travel community experience where Barclaycard cardmembers and non-cardmembers can share travel stories, look to other members for travel inspiration, and earn miles, which can be redeemed for rewards, for engaging in community activities.

 

Our unique promotion and objective

 

On July 2, 2015, changes to the Rewards Program Rules for the Barclaycard Arrival™ and Barclaycard Arrival Plus™ MasterCard® were announced. Community was part of a cross functional team initially formed to support customer care and manage complaint volumes, which were estimated to be higher than average, during the transition.

 

Rather than focusing on the minimal product changes being made, Social Media and Community teams suggested a different approach. Why not highlight the qualities of our award-winning travel card which remained unchanged?

 

We started with the question, "What is it about the experience of travel that drives our cardmembers' passion?" We discussed the emotions that travel evokes, especially the feeling when one arrives somewhere new. From there, we explored what it means to "arrive" as a symbol of status, connecting the existing social sentiment (#IHAVEARRIVED) to the way the Arrival card and its features enable and empower our cardmembers to have these same moments.

 

Our primary objective of the campaign was to promote and encourage positive product sentiment through proactive messaging of core featured benefits. This would be measured by a reduction in complaint volumes and an increase in positive social sentiment surrounding the brand.

 

Our secondary objective was to build loyalty and advocacy through an engagement campaign with our cardmembers and community members. This would be measured by content consumption & engagement on social media and within the community, content amplification, and cardmember behavior analysis.

 

Our strategy and tactics for our community

 

CONTENT STRATEGY

Strategy for #IHaveArrived content focused on two types of content: #IHAVEARRIVED "moments" and Arrival product benefits

 

a.png

 

  • MOMENTS: Using Facebook audience insights based on our Arrival cardmember and community population, we created content which reflected lifestyle buckets
    • Established Elite – represents America’s elite couples and singles. With no school-age children at home and the second highest income in the country, these households have enormous disposable incomes and pursue correlating luxuries and activities
    • Summit Estates – families are enjoying the good life – luxury travel, entertainment and consumption of every kind are within easy reach
    • Skyboxes and Suburbans – the best educated of all the clusters. These families shop at upscale stores, spend time feathering their nests and adhere to regular fitness programs.
    • Corporate Clout – well educated and well compensated singles and couples in their 40s and 50s. These corporate executives and professionals are serious travelers, whether for work or pleasure and intelligent investors.

 

b.png

 

  • BENEFITS: We used community search and traffic trends, we developed content which helped users to better understand some of the most popular Arrival benefits while highlighting more obscure card features
    • No foreign transaction fees
    • No miles expiration
    • Chip card technology
    • Travel protections
    • Rewards
      • Access to Travel Community
      • Access to Rewards Fan Zone
      • Access to RewardsBoost
    • MasterCard World Elite benefits
      • Automatic World Elite status
      • World Elite Concierge
      • World Elite Luxury Travel benefits
      • MasterCard Travel Services

 

DISTRIBUTION STRATEGY

Content was posted across the following channels:

  • Social Media
    • Facebook
    • Twitter
    • Instagram
    • YouTube
  • Community
    • Home page
    • 5 separate user experiences
  • PR
  • Email
    • Community Newsletter
    • Arrival cardmember email
  • Website
    • Web tile
    • Featured campaign content on the servicing site
    • Integration with Arrival rewards – users could earn additional miles for registering for the community, sharing stories or using the #IHAVEARRIVED tag

c.png

 

PR

  • 119M Media Impressions
  • 225 outlets

 

SOCIAL

  • 2M Social Media Impressions
  • 961K Social Reach
  • 125K Engagements
  • 103K Video Views
  • 91% decline in negative sentiment regarding the changes, our primary objective!

 

COMMUNITY

  • 91K Page Views during Sweepstakes
  • #IHAVEARRIVED generated 11% of 2015 community registrations
  • 735 Travel Stories submitted

 

EMAIL

  • 316K unique opens
  • 20K unique CTR

 

CARDMEMBER

  • 12% increase of arrival cardmembers registering in community
  • Drove 5% increase of Arrival cardmembers linking accounts in the community

 

Key Learnings

 

SOCIAL

  • Most engaged & cost effective age group for the contest: 18-34 (+20%)
  • Most engaged & cost-effective age group for the benefits messaging was 25 – 34 (35%)
  • Instagram ads proved to be cost effective but lacked the reach related to our Cardmember/Community audiences and fans
  • Cardmembers who were Community Members, but were not linked were more inclined to enter the promotion via social
  • Mobile is everything - 70% of the campaign reach was on a mobile device

 

COMMUNITY

  • Best performing content spoke to our audience about benefits which provide a service for free or increase miles earns as opposed to benefits which save them money or offer convenience
  • “If content is king, distribution is queen” - multichannel distribution is essential for content engagement success
  • Content from promotion

 

Status:
2016 Lithy Submission

Lithys 2016: CallidusCloud - Excellence in Custome...

By JaniceK

Lithys 2016: CallidusCloud - Excellence in Customer Satisfaction

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

Untitled.pngCompany: CallidusCloud

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

Community: CallidusCloud Customer Community

Lithy category: Excellence in Customer Satisfaction

 

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

 

Our customer satisfaction initiatives

 

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

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

 

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

 

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

 

Our metrics

 

Satisfaction has paralleled use of the community:


 

2014

2015

Percent change

Posts

163

1899

1065%

Kudos

39

384

884%

Accepted Solutions

5

182

3540%

 

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

 

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

 

dcsUntitled.pngvsvd.png


Untitled.pngCompany: CallidusCloud

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

Community: CallidusCloud Customer Community

Lithy category: Excellence in Customer Satisfaction

 

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

 

Our customer satisfaction initiatives

 

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

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

 

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

 

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

 

Our metrics

 

Satisfaction has paralleled use of the community:


 

2014

2015

Percent change

Posts

163

1899

1065%

Kudos

39

384

884%

Accepted Solutions

5

182

3540%

 

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

 

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

 

dcsUntitled.pngvsvd.png

Status:
2016 Lithy Submission

Lithys 2016: Centrify Corporation - Support Saving...

By JaniceK

Lithys 2016: Centrify Corporation - Support Savings MVP

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

photo.pngCompany: Centrify Corporation

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

Community: Centrify Community

Lithy category: Support Savings MVP

 

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

 

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

 

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

 

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

 

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

 

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

 

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

 

Changes we implemented  because of cost reductions based on Lithium Community 

 

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

 

Our customer care and business results 

 

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

 

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

 

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

 

Untitled10.png

 

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

 

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

 

Rich Multimedia Content in the community tech blog:

 

Untitled11.png

 

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

 

Untitled12.png

 

Idea Exchange:

 

Untitled13.png

 

 

 


photo.pngCompany: Centrify Corporation

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

Community: Centrify Community

Lithy category: Support Savings MVP

 

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

 

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

 

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

 

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

 

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

 

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

 

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

 

Changes we implemented  because of cost reductions based on Lithium Community 

 

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

 

Our customer care and business results 

 

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

 

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

 

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

 

Untitled10.png

 

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

 

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

 

Rich Multimedia Content in the community tech blog:

 

Untitled11.png

 

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

 

Untitled12.png

 

Idea Exchange:

 

Untitled13.png

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Barclaycard Ring - Marketing Champion

By JaniceK

Lithys 2016: Barclaycard Ring - Marketing Champion

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

barclaycard.pngCompany: Barclaycard US

Contact: Jen Hitchens (Community Manager)

Community: Barclaycard Ring Community 

Lithy category:  Marketing Champion

 

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

 

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

 

Barclaycard Ring Community “Ask FICO” Online Event

 

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

 

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

 

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

 

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

 

Our strategy and tactics

 

CONTENT STRATEGY

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

 

Untitled89.png

 

Communication Materials:

 

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

 

Untitled90.png

Initial email

 

Untitled91.png

Last chance email

 

Untitled92.png

Blog post

 

d.png

 

Our Results

 

COMMUNITY

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

 

EMAIL

  • 35% Open Rate
  • 11% CTR

 

CARDMEMBER

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

 

Key Learnings

 

COMMUNITY

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

 


barclaycard.pngCompany: Barclaycard US

Contact: Jen Hitchens (Community Manager)

Community: Barclaycard Ring Community 

Lithy category:  Marketing Champion

 

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

 

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

 

Barclaycard Ring Community “Ask FICO” Online Event

 

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

 

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

 

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

 

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

 

Our strategy and tactics

 

CONTENT STRATEGY

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

 

Untitled89.png

 

Communication Materials:

 

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

 

Untitled90.png

Initial email

 

Untitled91.png

Last chance email

 

Untitled92.png

Blog post

 

d.png

 

Our Results

 

COMMUNITY

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

 

EMAIL

  • 35% Open Rate
  • 11% CTR

 

CARDMEMBER

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

 

Key Learnings

 

COMMUNITY

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

 

Status:
2016 Lithy Submission

Lithys 2016: du - Excellence in Customer Satisfact...

By JaniceK

Lithys 2016: du - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 06:07 PM - last edited on ‎05-03-2016 08:24 AM by Moderator Moderator

Untitled6.pngCompany: du

Contact: Samya Chahin (Director Digital Self Service)

Community: du Community

Lithy category: Excellence in Customer Satisfaction

 

About our team: Digital Business

Our goal is to drive the digital revolution for our customers and our business. We will do this by offering a seamless, excellent experience across all our digital channels, as well as finding smarter digital solutions that offer the greatest value.

 

About du

du started operating in 2007, offering mobile and fixed telephony, broadband connectivity and IPTV services. Today, we serve more than 7.5 million individual customers and over 80,000 businesses in the UAE. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.

 

Our customer satisfaction initiatives 

We see all of our digital channels, including du Community, as an opportunity to improve customer satisfaction. Our aim is to set the standard for service providers in the UAE by giving customers the best experience online. 2015 was a period of intense investment in our digital channels to improve customer satisfaction, take away pain points and reduce the need to queue in stores or at our call centres:

Revamping our online self-service channel ‘My Account’ – to offer 50+ online self-service features – resulting in 25% increase in users in just six months:

  • Added flexibility – quick and easy way to change plans
  • Greater transparency – view payment and usage history
  • Trouble shooting – allowing customers better manage spending and resolve queries
  • Only UAE telecom to allow customers to renew personal ID online – previously customers had to queue in store to renew ID in person to comply with the country’s strict ‘My Number My Identity’ requirements.

 

Offered queue jumping service on du App

We’ve reduced their waiting time in du stores by allowing customers to forward book appointments on du App. Customers can book appointments up to two hours before visiting a du store and ensure they’re next to be seen on arrival – minimizing their wait time. Nearly 12K customers saved time using the service in the first 3 months.

 

du App revamp

A major revamp of du App added new functionalities and a vastly improved user experience as it moved from hybrid to native. This resulted in a 37% increase in downloads of the du App – encouraging customers to switch to a more convenient way of paying for and managing their services.

 

Positive customer satisfaction indicators from our digital initiatives in 2015

 

Untitled7.png

 

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

 

Untitled8.png

 

We want our customers to spend time on the things that matter most to them, not queueing in our stores or on the phone to our call centers. Like any major service provider we experience an unnecessarily high volume of customers visiting, these channels which is a good spend neither of their time, or efficient operationally for our business. Our Community allows us to remedy this problem by solving basic problems for customers.

 

We also believe communities build trust between brands and people. Engage in two-way conversations with our customers is essential to building relationships with them. Our Community allows us to be more open as an organization, listen to our customers, help them and act on their advice to improve service and drive innovation.

 

Untitled9.png

 

In 2015 the main focus for us was to understand community’s member need and to encourage community to help each other and make it easier for them to find solutions. We believe word of mouth is key to spread trust with du and the Community is the ideal place for this.

 

Untitled10.png

 

Results:

Community is giving the opportunity to du employees to interact with customers directly, in a less formal way, which facilitates better discussion and shows we are more open as a brand. This gives us a deeper understanding of their needs and accordingly improve our services as per customer expectation. We are now starting an ‘ask the experts programme’ with leaders in our organization facing live questions on the community.

 

Compared to 2014, we observed an increase of completed registrations by 84% and an increase of unique visits by 207% by end of 2015 – indicating value to our customers.

Untitled11.png

 

The idea section in the Community proved very successful. This gave customers an opportunity to share ideas, observations and suggestions for improvements. A dedicated team have been assigned to look into over 100 ideas shared, with 35% likely to be taken forward to fulfill the customers needs.

 

These ideas also contribute to the Ruler of Dubai’s vision for the city to be the happiest in the world. The team assigned to Community team also share the responsibility of working with the eGovernment smart initiative to collect from the public ideas and comments to participate in building the future of Dubai. This helps maximize the value of each idea shared.

 

a.png

 

Our metrics

Since we launched du Community, our customer contact base measure, which presents the number of customer complaints received through shops and contact centers versus subscriber base has decreased from December 2014 to December 2015 by 5%.

 

Untitled12.png

 

NPS scores for online channels:

 

Untitled14.pngUntitled13.png

 

The first Community value analytics report resulted in an impressive satisfaction result compared to similar telcos:

 

  • 83% come to the community to search for information
  • 59% found the information they are looking for on the Community
  • 33% would call support, 14% would go to the store & 13% would post on Community their question if they can’t find an answer
  • 53% would recommend Community to friends

 

du Community stands at the top when benchmarked with communities of top 4 global communication service providers (CSP) for on customer satisfaction.

 

Untitled15.png

Source of top 4 CSP: Lithium December 2015

 

 

 


Untitled6.pngCompany: du

Contact: Samya Chahin (Director Digital Self Service)

Community: du Community

Lithy category: Excellence in Customer Satisfaction

 

About our team: Digital Business

Our goal is to drive the digital revolution for our customers and our business. We will do this by offering a seamless, excellent experience across all our digital channels, as well as finding smarter digital solutions that offer the greatest value.

 

About du

du started operating in 2007, offering mobile and fixed telephony, broadband connectivity and IPTV services. Today, we serve more than 7.5 million individual customers and over 80,000 businesses in the UAE. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.

 

Our customer satisfaction initiatives 

We see all of our digital channels, including du Community, as an opportunity to improve customer satisfaction. Our aim is to set the standard for service providers in the UAE by giving customers the best experience online. 2015 was a period of intense investment in our digital channels to improve customer satisfaction, take away pain points and reduce the need to queue in stores or at our call centres:

Revamping our online self-service channel ‘My Account’ – to offer 50+ online self-service features – resulting in 25% increase in users in just six months:

  • Added flexibility – quick and easy way to change plans
  • Greater transparency – view payment and usage history
  • Trouble shooting – allowing customers better manage spending and resolve queries
  • Only UAE telecom to allow customers to renew personal ID online – previously customers had to queue in store to renew ID in person to comply with the country’s strict ‘My Number My Identity’ requirements.

 

Offered queue jumping service on du App

We’ve reduced their waiting time in du stores by allowing customers to forward book appointments on du App. Customers can book appointments up to two hours before visiting a du store and ensure they’re next to be seen on arrival – minimizing their wait time. Nearly 12K customers saved time using the service in the first 3 months.

 

du App revamp

A major revamp of du App added new functionalities and a vastly improved user experience as it moved from hybrid to native. This resulted in a 37% increase in downloads of the du App – encouraging customers to switch to a more convenient way of paying for and managing their services.

 

Positive customer satisfaction indicators from our digital initiatives in 2015

 

Untitled7.png

 

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

 

Untitled8.png

 

We want our customers to spend time on the things that matter most to them, not queueing in our stores or on the phone to our call centers. Like any major service provider we experience an unnecessarily high volume of customers visiting, these channels which is a good spend neither of their time, or efficient operationally for our business. Our Community allows us to remedy this problem by solving basic problems for customers.

 

We also believe communities build trust between brands and people. Engage in two-way conversations with our customers is essential to building relationships with them. Our Community allows us to be more open as an organization, listen to our customers, help them and act on their advice to improve service and drive innovation.

 

Untitled9.png

 

In 2015 the main focus for us was to understand community’s member need and to encourage community to help each other and make it easier for them to find solutions. We believe word of mouth is key to spread trust with du and the Community is the ideal place for this.

 

Untitled10.png

 

Results:

Community is giving the opportunity to du employees to interact with customers directly, in a less formal way, which facilitates better discussion and shows we are more open as a brand. This gives us a deeper understanding of their needs and accordingly improve our services as per customer expectation. We are now starting an ‘ask the experts programme’ with leaders in our organization facing live questions on the community.

 

Compared to 2014, we observed an increase of completed registrations by 84% and an increase of unique visits by 207% by end of 2015 – indicating value to our customers.

Untitled11.png

 

The idea section in the Community proved very successful. This gave customers an opportunity to share ideas, observations and suggestions for improvements. A dedicated team have been assigned to look into over 100 ideas shared, with 35% likely to be taken forward to fulfill the customers needs.

 

These ideas also contribute to the Ruler of Dubai’s vision for the city to be the happiest in the world. The team assigned to Community team also share the responsibility of working with the eGovernment smart initiative to collect from the public ideas and comments to participate in building the future of Dubai. This helps maximize the value of each idea shared.

 

a.png

 

Our metrics

Since we launched du Community, our customer contact base measure, which presents the number of customer complaints received through shops and contact centers versus subscriber base has decreased from December 2014 to December 2015 by 5%.

 

Untitled12.png

 

NPS scores for online channels:

 

Untitled14.pngUntitled13.png

 

The first Community value analytics report resulted in an impressive satisfaction result compared to similar telcos:

 

  • 83% come to the community to search for information
  • 59% found the information they are looking for on the Community
  • 33% would call support, 14% would go to the store & 13% would post on Community their question if they can’t find an answer
  • 53% would recommend Community to friends

 

du Community stands at the top when benchmarked with communities of top 4 global communication service providers (CSP) for on customer satisfaction.

 

Untitled15.png

Source of top 4 CSP: Lithium December 2015

 

 

 

Status:
2016 Lithy Submission

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

By JaniceK

Lithys 2016: Leroy Merlin Espańa - Total Community All Star

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

Untitled50.pngCompany: Leroy Merlin Espańa

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

Community: Comunidad Leroy Merlin

Lithy Category:  Total Community All Star

 

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

 

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

 

The Community: The heart of social evolution

 

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

 

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

 

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

 

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

 

Benefits of a Total Community

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

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

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

 

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

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

 

Untitled51.png

 

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

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

 

leroy merin.jpg

 

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

 

 


Untitled50.pngCompany: Leroy Merlin Espańa

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

Community: Comunidad Leroy Merlin

Lithy Category:  Total Community All Star

 

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

 

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

 

The Community: The heart of social evolution

 

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

 

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

 

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

 

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

 

Benefits of a Total Community

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

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

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

 

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

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

 

Untitled51.png

 

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

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

 

leroy merin.jpg

 

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

 

 

Status:
2016 Lithy Submission

Lithys 2016: Breast Cancer Care - Excellence in Cu...

By JaniceK

Lithys 2016: Breast Cancer Care - Excellence in Customer Satisfaction

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 06:09 PM - last edited on ‎05-03-2016 08:36 AM by Moderator Moderator

Untitled67.pngCompany: Breast Cancer Care

Contact: Anna Brown (Digital Community Officer)

Community: Breast Cancer Care Forum

Lithy category: Excellence in Customer Satisfaction

 

The Breast Cancer Care Forum is the largest single cancer forum in the UK.  It was the first peer support forum of its kind, originally launched in 1999/2000.  Our Lithium powered platform enables users to safely share their personal stories and receive emotional support from other people affected by breast cancer. Central to the success of the forum is an environment from which trust can develop, thereby encouraging empathy, human connections and interactions, albeit virtual; this in turn creates a safe space that lessens isolation and anxiety.  Real people-virtual connection:  Overcoming isolation using accessible technology. There are many ways to face breast cancer, we help people find theirs.

 

Our organization’s customer satisfaction initiatives in 2015

 

In 2015 we aimed to increase registrations, user engagement and widen our reach to be accessible to everyone affected by breast cancer. As a charity we looked at ways for delivering more for less and reduce our expenses whilst maintaining safety and integrity.

 

We are a user centric organisation and incorporate all user feedback, input or direct data from LSI to inform improvements to customer experience and user journey on the forum. By listening to our users in workshops and reading comments in posts, we know they want instant access to online support at the time they need it, for this reason we have removed first post moderation and implemented SSO so users only need one account for our Forum and breastcancercare.org.uk.

 

To support this reduced moderation we have customised the keyword and smut filter systems, as well as activating the abuse notifications and spam quarantine.  By doing this we have reduced our moderation team from 6 sessional moderators and 1 Coordinator to 1 Digital Community Officer and 1 Digital Community Assistant. Through this careful implementation we have not only preserved our outstanding reputation of being a safe and risk free environment, we have significantly built on it. We can safely rely on robust Lithium technology, and through all these changes we have simultaneously increased and expanded our customer engagement and service provision. To illustrate, below are our targets and achievements for the year.

 

a.png

 

User engagement and satisfaction

We know that the ‘midnight terrors’ are real for many people, both newly diagnosed or further on in their treatment of breast cancer.  A popular thread used by many during the ‘witching hours’ is ‘The Night Birds’; where members of the community chat and reduce isolation when everyone else is asleep.

 

The community is an invaluable source of support and information regardless of the stage of breast cancer journey:  At the beginning when it is all new and frightening;

 

“i have been reading the forums since waiting for my results and found it a tower of strength. Thoug...

 

Experiencing side effects of treatment;

 

I think the side effects affect us more than people realise and that is one reason why these forum...

 

Coming out the other end of treatment and wanting to support others;

 

“EXTOLLING THE VIRTUES AND BENEFITS OF THIS WONDERFUL FORUM AND THE WONDERFUL PEOPLE ON IT. ALL OF W...

Our users regularly share their experiences both of online and offline services.  Increasing user engagement with the rest of Breast Cancer Care is important to us and our users are the best sources of referral:

 

“I’m part way through a course called Moving Forward run by Breast Cancer Care – it’s four morning s...

 

We recognise that for many users they receive the information and support they are looking for by reading posts rather than by actively contributing.  We wanted to encourage this group of forum users to still feel a member of the community and achieved this by introducing Hugs, customised from Kudos. Users are now able to connect with each other as well as show compassion and empathy by sending Hugs in response to a post.  This function has been very popular and from launch in December to the end of March a total of 3,948 Hugs have been given.

 

Untitled68.png

 

Another recent user focussed innovation has been the implementation of Community Champions.  We identified 21 possible users who naturally offer support and empathy as well as support new users and signpost to other areas of support.  100% of people contacted accepted the recognition:

 

“I’m knocked out ‘cos all i do is out of love and passion for my fellow womankind.  How wonderful.”

 

Untitled69.png

 

We have noticed a steady increase in engagement since this implementation and plan on building on this success.  

 

Our plans for the very near future include a forum restructure. Using the data and analytics from LSI, we have identified areas of the forum which are underutilised.  The flexibility of the Lithium platform enables us to move categories and boards to reflect the needs of our users and to enhance the ease of user journey. Removing inactive areas allows us to introduce new areas which have been requested, such as a ‘Coffee Lounge’ where users can still connect in a safe online environment but in conversations which are cancer free.

 

Other new areas include a closed private group for our Community Champions and an innovative category, ‘Ask Our Nurses’. This is where users can directly ask questions to our highly regarded clinical specialists enhancing our Helpline and ‘Ask the nurse’ email service.  

 

Untitled70.png

 

In the last 12 months our forum has grown by 40% and we have no intention of sitting back and settling for that.  With the ability to be reactive to our users’ needs and having the data, both quantitative and qualitative to support and underpin decisions, we will continue to grow from strength to strength.

 

 

 


Untitled67.pngCompany: Breast Cancer Care

Contact: Anna Brown (Digital Community Officer)

Community: Breast Cancer Care Forum

Lithy category: Excellence in Customer Satisfaction

 

The Breast Cancer Care Forum is the largest single cancer forum in the UK.  It was the first peer support forum of its kind, originally launched in 1999/2000.  Our Lithium powered platform enables users to safely share their personal stories and receive emotional support from other people affected by breast cancer. Central to the success of the forum is an environment from which trust can develop, thereby encouraging empathy, human connections and interactions, albeit virtual; this in turn creates a safe space that lessens isolation and anxiety.  Real people-virtual connection:  Overcoming isolation using accessible technology. There are many ways to face breast cancer, we help people find theirs.

 

Our organization’s customer satisfaction initiatives in 2015

 

In 2015 we aimed to increase registrations, user engagement and widen our reach to be accessible to everyone affected by breast cancer. As a charity we looked at ways for delivering more for less and reduce our expenses whilst maintaining safety and integrity.

 

We are a user centric organisation and incorporate all user feedback, input or direct data from LSI to inform improvements to customer experience and user journey on the forum. By listening to our users in workshops and reading comments in posts, we know they want instant access to online support at the time they need it, for this reason we have removed first post moderation and implemented SSO so users only need one account for our Forum and breastcancercare.org.uk.

 

To support this reduced moderation we have customised the keyword and smut filter systems, as well as activating the abuse notifications and spam quarantine.  By doing this we have reduced our moderation team from 6 sessional moderators and 1 Coordinator to 1 Digital Community Officer and 1 Digital Community Assistant. Through this careful implementation we have not only preserved our outstanding reputation of being a safe and risk free environment, we have significantly built on it. We can safely rely on robust Lithium technology, and through all these changes we have simultaneously increased and expanded our customer engagement and service provision. To illustrate, below are our targets and achievements for the year.

 

a.png

 

User engagement and satisfaction

We know that the ‘midnight terrors’ are real for many people, both newly diagnosed or further on in their treatment of breast cancer.  A popular thread used by many during the ‘witching hours’ is ‘The Night Birds’; where members of the community chat and reduce isolation when everyone else is asleep.

 

The community is an invaluable source of support and information regardless of the stage of breast cancer journey:  At the beginning when it is all new and frightening;

 

“i have been reading the forums since waiting for my results and found it a tower of strength. Thoug...

 

Experiencing side effects of treatment;

 

I think the side effects affect us more than people realise and that is one reason why these forum...

 

Coming out the other end of treatment and wanting to support others;

 

“EXTOLLING THE VIRTUES AND BENEFITS OF THIS WONDERFUL FORUM AND THE WONDERFUL PEOPLE ON IT. ALL OF W...

Our users regularly share their experiences both of online and offline services.  Increasing user engagement with the rest of Breast Cancer Care is important to us and our users are the best sources of referral:

 

“I’m part way through a course called Moving Forward run by Breast Cancer Care – it’s four morning s...

 

We recognise that for many users they receive the information and support they are looking for by reading posts rather than by actively contributing.  We wanted to encourage this group of forum users to still feel a member of the community and achieved this by introducing Hugs, customised from Kudos. Users are now able to connect with each other as well as show compassion and empathy by sending Hugs in response to a post.  This function has been very popular and from launch in December to the end of March a total of 3,948 Hugs have been given.

 

Untitled68.png

 

Another recent user focussed innovation has been the implementation of Community Champions.  We identified 21 possible users who naturally offer support and empathy as well as support new users and signpost to other areas of support.  100% of people contacted accepted the recognition:

 

“I’m knocked out ‘cos all i do is out of love and passion for my fellow womankind.  How wonderful.”

 

Untitled69.png

 

We have noticed a steady increase in engagement since this implementation and plan on building on this success.  

 

Our plans for the very near future include a forum restructure. Using the data and analytics from LSI, we have identified areas of the forum which are underutilised.  The flexibility of the Lithium platform enables us to move categories and boards to reflect the needs of our users and to enhance the ease of user journey. Removing inactive areas allows us to introduce new areas which have been requested, such as a ‘Coffee Lounge’ where users can still connect in a safe online environment but in conversations which are cancer free.

 

Other new areas include a closed private group for our Community Champions and an innovative category, ‘Ask Our Nurses’. This is where users can directly ask questions to our highly regarded clinical specialists enhancing our Helpline and ‘Ask the nurse’ email service.  

 

Untitled70.png

 

In the last 12 months our forum has grown by 40% and we have no intention of sitting back and settling for that.  With the ability to be reactive to our users’ needs and having the data, both quantitative and qualitative to support and underpin decisions, we will continue to grow from strength to strength.

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Zuora - Support Savings MVP

By JaniceK

Lithys 2016: Zuora - Support Savings MVP

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 05:22 PM - last edited on ‎05-03-2016 08:37 AM by Moderator Moderator

Untitled59.pngCompany: Zuora

Contact: Lana Lee  (Support Community Manager)

Community: Zuora Community

Lithy category: Support Savings MVP

 

Zuora’s Relationship Business Management (RBM) solution helps businesses launch or shift products to subscription, implement pay-as-you-go pricing and packaging models, gain insights into subscriber behavior, open revenue streams, and disrupt market segments to gain competitive advantage. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, San Francisco, London, Paris, Munich, Beijing, Sydney, Tokyo, Amsterdam, Vienna, Copenhagen and Stockholm. Clients come from a wide range of industries: media, travel services, consumer packaged goods, cloud services, and telecommunications. Clients include Financial Times, Schneider Electric, Box, Honeywell, NCR, RTL, lynda.com, The Guardian, YP.com, BlueJeans, Shutterfly, TripAdvisor, Vivint and Trulia.

 

How our community meets our customer care business goals

 

The Zuora Community is a one-stop destination for our customer and partners to discover “just-in-time” solutions through peer-to-peer collaboration and easy access to knowledge documentation, contribute and vote on product ideas, learn about new product releases and grow in their Zuora expertise.

Using our Zendesk integration with our Community, any non-Zuora community post that has no intial response within 48 hours will automatically create a Zendesk ticket. Once a Support agent answers the Zendesk ticket, the answer goes back to the Community as a response and is auto-selected as an accepted answer.  With over 30 support agents in our global Customer Support Services and Community team, we ensure that no issue is left unattended.

Our Community uses Lithium’s topic discussion boards, blog, ideas, forums and user group features to engage with our customers:

  • Our Topic Discussion Boards provide a collaborative space for customers to ask questions from Zuora staff and other users, gain credibility via kudos and accepted answers and share best practices.
  • Our Announcements area informs customers about release notifications and product updates and allows Zuora to interact with our customers when they have questions.
  • The Ideas forum is our most popular area because it allows our customers to interact with our Product Managers to potentially impact our product roadmap.
  • We use User Groups to help connect users before events, network with each other locally and grant access to limited availability programs where customers can provide feedback to product managers on our latest releases and new features.

 

In only 3 months, at at an average of 20k page views per month, we trust that the Zuora Community is a “home run”  for our company and we look forward to its bright future.


Since our Community launched, the reduction of support tickets was seen immediately which gives us time to become more focused on strategic initiatives such as customer advocacy, SME training, and increasing product adoption through self-service.

 

Our results


Within a week of our community’s launch, the Support Team saw a 9% reduction of support tickets.  Now, in our third month post-launch, we have reduced support tickets by 11% - proving that the Zuora Community is rich with content that helps our customers easily find the information they need to power their subscription business.

 

Zuora chart.png


Untitled59.pngCompany: Zuora

Contact: Lana Lee  (Support Community Manager)

Community: Zuora Community

Lithy category: Support Savings MVP

 

Zuora’s Relationship Business Management (RBM) solution helps businesses launch or shift products to subscription, implement pay-as-you-go pricing and packaging models, gain insights into subscriber behavior, open revenue streams, and disrupt market segments to gain competitive advantage. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, San Francisco, London, Paris, Munich, Beijing, Sydney, Tokyo, Amsterdam, Vienna, Copenhagen and Stockholm. Clients come from a wide range of industries: media, travel services, consumer packaged goods, cloud services, and telecommunications. Clients include Financial Times, Schneider Electric, Box, Honeywell, NCR, RTL, lynda.com, The Guardian, YP.com, BlueJeans, Shutterfly, TripAdvisor, Vivint and Trulia.

 

How our community meets our customer care business goals

 

The Zuora Community is a one-stop destination for our customer and partners to discover “just-in-time” solutions through peer-to-peer collaboration and easy access to knowledge documentation, contribute and vote on product ideas, learn about new product releases and grow in their Zuora expertise.

Using our Zendesk integration with our Community, any non-Zuora community post that has no intial response within 48 hours will automatically create a Zendesk ticket. Once a Support agent answers the Zendesk ticket, the answer goes back to the Community as a response and is auto-selected as an accepted answer.  With over 30 support agents in our global Customer Support Services and Community team, we ensure that no issue is left unattended.

Our Community uses Lithium’s topic discussion boards, blog, ideas, forums and user group features to engage with our customers:

  • Our Topic Discussion Boards provide a collaborative space for customers to ask questions from Zuora staff and other users, gain credibility via kudos and accepted answers and share best practices.
  • Our Announcements area informs customers about release notifications and product updates and allows Zuora to interact with our customers when they have questions.
  • The Ideas forum is our most popular area because it allows our customers to interact with our Product Managers to potentially impact our product roadmap.
  • We use User Groups to help connect users before events, network with each other locally and grant access to limited availability programs where customers can provide feedback to product managers on our latest releases and new features.

 

In only 3 months, at at an average of 20k page views per month, we trust that the Zuora Community is a “home run”  for our company and we look forward to its bright future.


Since our Community launched, the reduction of support tickets was seen immediately which gives us time to become more focused on strategic initiatives such as customer advocacy, SME training, and increasing product adoption through self-service.

 

Our results


Within a week of our community’s launch, the Support Team saw a 9% reduction of support tickets.  Now, in our third month post-launch, we have reduced support tickets by 11% - proving that the Zuora Community is rich with content that helps our customers easily find the information they need to power their subscription business.

 

Zuora chart.png

Status:
2016 Lithy Submission

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

By JaniceK

Lithys 2016: Hilton Worldwide - Excellence in Customer Satisfaction

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

Untitled66.pngCompany: Hilton Worldwide

Contact: Lee Diaz (Social Media Product Manager)

Community: Hilton Suggests Twitter 

Lithy category: Excellence in Customer Satisfaction

 

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

 

Our customer satisfaction initiatives of 2015

 

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

 

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

 

Untitled62.png

 

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

 

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

 

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

 

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

 

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

Untitled63.png

 

Our metrics

 

 

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

 

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

 

Untitled64.png

 

Untitled65.png


Untitled66.pngCompany: Hilton Worldwide

Contact: Lee Diaz (Social Media Product Manager)

Community: Hilton Suggests Twitter 

Lithy category: Excellence in Customer Satisfaction

 

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

 

Our customer satisfaction initiatives of 2015

 

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

 

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

 

Untitled62.png

 

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

 

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

 

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

 

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

 

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

Untitled63.png

 

Our metrics

 

 

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

 

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

 

Untitled64.png

 

Untitled65.png

Status:
2016 Lithy Submission

Lithys 2016: Nextbit - Community Design of the Yea...

By JaniceK

Lithys 2016: Nextbit - Community Design of the Year

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

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

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

Community: The Nextbit Community

Lithy category: Community Design of the Year

 

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

 

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

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our community goals

    

Our goal is engagement, creating a strong sense of community, and leveraging peer-to-peer support.

 

Our unique design elements 

 

Nextbit Robin (the product) has great design, and our community is no different. Most communities, as we’ve seen, are pretty plain and simple. We add a spice of life by adding lifestyle photography to our homepage: nextbit.com/community

 

Nextbit Robin.jpg

 

How we executed our community design

 

To execute, we always kept our brand experience in mind. For example, the header and footer of the community is consistent across all nextbit.com websites.

 

Header:

Nextbit header.jpg

Footer:

Nextbit footer.jpg

 

Our results

 

We measure the success of our design based on: increased number of casual users v. observers, increased number of top contributors, page views, unique visits, traffic to website.

 

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

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

 

d vcx.png

 


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

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

Community: The Nextbit Community

Lithy category: Community Design of the Year

 

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

 

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

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our community goals

    

Our goal is engagement, creating a strong sense of community, and leveraging peer-to-peer support.

 

Our unique design elements 

 

Nextbit Robin (the product) has great design, and our community is no different. Most communities, as we’ve seen, are pretty plain and simple. We add a spice of life by adding lifestyle photography to our homepage: nextbit.com/community

 

Nextbit Robin.jpg

 

How we executed our community design

 

To execute, we always kept our brand experience in mind. For example, the header and footer of the community is consistent across all nextbit.com websites.

 

Header:

Nextbit header.jpg

Footer:

Nextbit footer.jpg

 

Our results

 

We measure the success of our design based on: increased number of casual users v. observers, increased number of top contributors, page views, unique visits, traffic to website.

 

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

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

 

d vcx.png

 

Looking for past LiNC content?

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

View the LiNC archives