We have just launched the next generation case portal. Please visit our blog to find out what changes this brings. If you are experiencing any issues accessing the case portal please reach out to: Support.
We are also aware that supportcases.lithium.com is displaying a certificate error and are working to resolve the issue.
Entry Submitted by: Vincent Boon Head of Community (Vincent)
Community: giffgaff (http://community.giffgaff.com/)
Lithy Categories: Best Social Customer Experience, Best Community ROI
'giffgaff’ is an old Scottish term referring to the process of mutual giving – the perfect name for a company whose passionate and knowledgeable members are not only the front line of customer support but also a driving force in the running of the company itself. In fact, our tag line is ‘The mobile network run by you’.
We don’t do large call centres and we don’t do big budget advertising. Instead, we rely on our growing user-generated pool of knowledge that is our community, where people get help fast and where customer debate and discussions helps us shape and grow the business. And using this community-based model saves costs and ensures giffgaff is outperforming month-after-month across a wide variety of metrics, from traffic to active members.
Our customers are so helpful we do not need a traditional customer service centre, but use our community support forums instead. Saving us the cost and overheads of traditional CS.
Although giffgaff saves a lot of costs by not having a traditional customer service model, the quality of service is still a high priority, which is reflected in a recent customer satisfaction survey, where our members rated our customer service 9/10 and our Net Promoter score was 73% (in context, according to the NPS website, Google rates as 73% and Apple as 74%).
giffgaff's Community Health Index is 877, which puts giffgaff as a leader when compared to all communities globally serviced by Lithium.
We are seeing these types of results through a combination of programmes we run here with the community, which ensures that any question asked on the community is answered within 90 seconds on average.
But not only does our community help by answering peoples specific questions, we can see 8% of all page views going directly to an accepted solution, guaranteeing a great many call deflections.
With our highly-engaged community, we create a huge volume of content, which gets picked up in search engines, driving more and more traffic to our site. So much so, that we can see 30% of all organic traffic going straight into our community and finding answers to questions they didn’t even know they had!
Of course, just like any other business we look at the retention rates in our business and are able to see the following amazing results over a running twelve month period:
People who’ve received payback are 52% more likely to stay with the network
People who’ve activated a friend are 35% more likely to stay with the network
People who’ve posted on the forum are 31% more likely to stay with the network
People with more than 5 page views are 41% more likely to stay with the network
Through our community we use a 'member get member' program, which enables people to bring new customers to our business and we are extremely successful with this, ensuring our existing members bring in much more than 25% of our total new customers.
There are as many people who participate in ‘member get member’ activity on our forums as there are not. However, those people who are involved on our forums are twice as likely to bring on a friend. Our members are helping us out with marketing, sales, development, creating anything from marketing materials, to handing out our product to developing mobile applications for us.
In terms of developing the business we use a dedicated Ideas Board, with over 6,000 ideas and more than 50,000 comments and on average an implementation of 1 idea every 3 days.
giffgaff's mutual model paves the way for a new generation of social brands, which provide real consumer value through embracing the passions and skills of their membership communities, whilst growing an army of loyal advocates in the process.
I hope you enjoyed reading this as much as we enjoy all the various great things we do with our community.
Without them, giffgaff would be nowhere.
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Entry Submitted by: Claudius Henrichs (Claudius) Community Manager
Community: Skype Support Network (community.skype.com)
Lithy Categories: Best Business ROI, Best Global Implementation
The Skype Support Network, launched in June 2011, is Skype’s peer-to-peer support community and provides a direct channel for feedback and exchange between our users and product teams.
What happens if you flip on all switches “Community” and put the spotlight on a previously hidden tech support forum? We did just that and turned it into a vibrant location for exchange around everything Skype. Within just over 7 months page views skyrocketed and have more than doubled. A highly engaged, dedicated user base presented with the right tools utilize them every day now to improve theirs and other’s Skype experience.
Several aspects lead to the huge success – both outside and inside the company – of this project, each itself worth highlighting.
Best Global Implementation
Reflecting our truly global product we launched the community in eight languages. The landing page was designed to showcase our language communities and the latest activities and hot topics in each of those. Our visitors appreciated the fact that they could exchange in their language and within days we had Super Users covering all time zones around the world
Best Social Customer Experience Program
Making the community a place you wanted to stay and return to was our primary goal. That’s why we came up with several programs that rewarded visitors. The Community News highlight weekly activity, discussions and user participation. The highlighted user and topic of the week invited users to stay while longer and engage in the conversation.
We are most proud about our #SkypeTalks live events: Questions raised simultanousy via a dedicated community board and Twitter were replied on by product managers inside Skype. This helped prioritize the next developments sprints through the insight gained and gave the user a very rewarding feedback experience. And in the end it raised awareness of our product features.
Eventually the community has helped us identify and resolve new product issues within 24 hours of launch that would normally have taken days. E.g. the community compiled a list of problematic devices with regards to video calling on Android. Based on that we were able to issue a hotfix within days after our initial release. This extended the list of supported devices and thereby consumer satisfaction.
Best New Community
Already the first week after the launch in June 2011 our Community Health Index passed 600 and it’s rise has not stopped yet. We have since passed a score of 700 which put us in line with other Lithium established communities that have been developing for much longer than the 7 months we did.
But the CHI is more than just a number: It reflects that our users are on average getting a reply quicker than via our own customer service. In the majority of cases even answering their question right away providing is with a first contact resolution rate of around 70%. We now engage 3 Million users per month, growing 10% month over month since last June.
Best Community Technical Implementation
Another goal of the community switch was to offer answers on new and trending support questions faster and deliver them on a more direct channel.
We achieved that by integrating helpful content (Accepted Solutions) and related topics to our existing copywriter authored knowledge base content on our Skype Support page. A category based selection logic ensures the related topics are pulled from the correct board.
It works as an additional motivational factor to our Super User: “Great to have our work surfaced to more users to get their problems solved”. Eventually this integration serves as an attractive entry point to join the community discussion with latest stats reflecting the activity taking place.
Behind the curtain we also made full use of the Single-Sign-On feature in Lithium. It is not only used for authenticating users to access with their Skype Name, but we also implemented a tight integration allowing Skype Customer Service staff to one-click quickly check back office user data for cases escalated from the community. The sleek integration ensured the feature to be attractive in everyday use.
Best Business ROI
Best of all we were pleased to see a 10% reduction in our traditional support costs through reduced number of contacts that we could relate to the introduction of the new Lithium community platform. Much harder to quantify but definitely present are the revenue improvements gained from the increased customer satisfaction through the product improvements we could introduce based on the community feedback. Compared to previous methods if gathering feedback (e.g. through web based forms) the round trip time is much shorter and we can react quicker.
Best SuperFan Story or Insight
In the end the whole community stands or falls with our dedicated Super Users sharing their expert knowledge and creative solutions on using our products. They have spent 1½ years online time on their community while it had not even had it’s own birthday yet. During that time they contributed 14% of all content including 38% of the very valuable accepted solutions. As a token of appreciation we highlighted five of them in our end of year awards on our Community news blog with a short interview and portrait.
Our stellar Super User goes by the nickname “TheUberOverLord”, is a self-proclaimed “White Hat” computer expert and contributed 5% of all posts since the launch. His engagement inspired several other users to become engaged and eventually Super users as well.
I want to close with inviting you all to our community and taking this opportunity to thank our community members for their passion and engagement that makes this such a success. We are entering this award as a way of saying thanks to our Super Users!
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Company: Rogers Communications
Entry Submitted by: Gina Mulic (ginamulic) Community Manager
Community: Rogers Community Forums (communityforums.rogers.com)
Lithy Categories: Best Social Customer Experience
Our Rogers Community Forums are still relatively new, having launched late in 2010, so much of our effort in 2011 was focused on building the community and promoting it internally.
To accelerate growth we used many cross-functional platforms. We put a note on our customers’ bills (which increased page views by more than 200%), ran banner ads on our Barker Channel (a promotional television channel for Rogers Cable customers).
We also added it to our Quick Start Menu (an interactive program guide for Rogers Cable customers), and pushed targeted SMS messages to customers’ mobile phones promoting the mobile enhancement we made to our community (which resulted in a click-through conversion rate of 2.6%).
We also incorporated badges driving to the community on our corporate blog and support pages. These combined efforts helped us to effectively double our user base over the third quarter of 2011.
With the community firmly established, we began to focus on the customer experience.
The community helped support our most successful device launch to date. With over 1,400 posts about the launch, we had many insights to share with the rest of the business to improve for next time. And it meant that, for the first time, customers could find answers they were looking for without calling in and possibly waiting on hold. Many customers were also able to answer each other’s questions.
To support the launch, we moved to a dedicated support model for the community, meaning in-house customer service representatives could address Rogers customers’ account-related questions via private message.
Our community is peer-to-peer so, as a way to engage more deeply with our customers, we launched a program called Rogers RevUp. This is a series of expert events held exclusively in the community where a product manager answers questions for a few hours or a full day. It gives customers unprecedented access to decision makers.
During our first RevUp, which was related to our Android product line-up, we saw registrations go up 42% over the daily average. The event was also well-attended by our key Android influencers, many of whom we’d been gathering feedback from over the last few years.
This was a nice way to give them real-time direct access to our product manager for Android-powered devices). Through events like RevUp and the community forums we are able to capture insights, share them internally and ultimately use this feedback to improve customer experience for Rogers customers.
On a weekly basis we create a “top five” report that is shared internally and we have created specific reporting for product teams at launch time. Employees are also invited to visit the community anytime to find out what’s being said about their own products or services. The result of this work is a more vibrant community that consistently generates answers to customer questions but more importantly, it’s a community the helps us improve our business.
---------- Rogers is a diversified Canadian communications and media company. We are Canada's largest provider of wireless voice and data communications services and one of Canada's leading providers of cable television, high speed internet and telephony services. Through Rogers Media we are engaged in radio and television broadcasting, televised shopping, sports entertainment, magazines and trade publications, and digital media. We are publicly traded on the Toronto Stock Exchange (TSX: RCI.A and RCI.B) and on the New York Stock Exchange (NYSE: RCI).
For further information about the Rogers group of companies, please visit www.rogers.com.
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Entry Submitted by: Candace Sims (candace_sephora) Community Manager
Community: Sephora BeautyTalk (sephora.com/beautyadvice)
Lithy Categories: Best Social Customer Experience
Best Social Customer Experience Program
Sephora consistently strives to provide the best client experience, beauty expertise and services in the industry, whether it be in our stores, online, or via mobile device. We partnered with Lithium Technologies in September 2010 to launch our online beauty community BeautyTalk with a few high level goals in mind:
To build the Sephora brand and community,
To establish Sephora’s expertise in the beauty world,
And to drive sales and loyalty
But our main objective was simple: to create a space where our clients could get their most pressing beauty questions answered.
BeautyTalk quickly became a thriving and vibrant community, a place where beauty enthusiasts around the world could meet and share stories. But a few months into our launch, we conducted a general client survey and received some interesting results.
We learned that 65% of our clients would prefer to get beauty advice from not only their peers, but from beauty experts as well. And if there is one thing Sephora has no shortage of, it's beauty experts! In August of 2011 we launched our Ask the Experts program with the help of our Sephora PRO artistry makeup team.
Sephora PROs are our handpicked elite team of makeup artists who travel the world to work as key makeup artists at events such as New York and Paris Fashion Week, and The Sundance Film Festival. Together with our highly trained beauty advisers in our call center, 6 PRO team members make up our roster of Beauty Experts, who are online between the hours of 6 am – 9 pm everyday answering beauty questions.
I f a client asks a question in the Ask the Experts board, they are guaranteed a response from one of our beauty experts.
The Ask the Experts board immediately took off, and it is now in the Top 3 most viewed boards in the community.
We are very proud to offer our clients a point of differentiation from other beauty communities in that there is now a place where you can get beauty advice not just from your peers, but from trained experts with experience in the field.
We have also just recently launched a Live Chat program, where clients can get one on one real-time advice from experts in certain fields (past live chats participants have include skincare expert Ole Henriksen, Dr. Dennis Gross and tattoo artist and makeup guru Kat von D).
These live chats have given us a whole new way to engage with clients, and the response has been tremendous, with the chats garnering over 20,000 views each and hundreds of questions.
With our Ask the Experts program, we are bringing the knowledge of trained professionals right to the computer screens of our eager client base and providing a useful, fun and engaging social customer experience.
Feedback from our clients - What do you love about Sephora’s Ask the Experts program?
“Everyone I know turns to me for beauty advice, but it’s nice to know there's somewhere I can go when I have a question too!” - fakeasnonfiction
“I love being able to research online before buying and asking the experts questions about the products. They can tell us stuff or about products we would probably never know.” - makeupobesessed
“They have really detailed answers that contain pretty much everything you need!” - rockstarg
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Company: A1 Telekom Austria
Entry Submitted by: Claudia Religa Customer Interaction Manager (A1_Claudia)
Community: A1 Telekom (http://www.a1community.net)
Community Launch Date: 16 November 2011
Lithy Categories: Best New Community, Best Social Customer Experience Program, Best Business ROI, Best Community Technical Implementation
The A1 Telekom Support Community - A vital community for our customers
The vision for our new state of the art support community was to build a vital community for customers, available 24/7 all over the world. We see the community as a steadily growing platform, which we develop in cooperation with our users in constant game workshops. In only 40 days the community was ready to go live after a beta test with 450 postings in just three days and 16 community members providing testimonials.
We are building the community around the needs of its members – to motivate our users to help and support the community we started an incentive program:
Users are given the opportunity to customize their profiles with special signatures. We added icons that show the status of the community member – our most active users have earned VIP ranking. Ongoing improvements and changes are communicated transparently to the community users on our community events board.
A team of employees service the community. The moderators provide support when needed and brand-new information and updates on certain topics.
We take the customer feedback seriously and use it to steadily develop our services, products and solutions.Together with our super fans we developed a brand new design for our community homepage which will be implemented shortly.
We also launched the idea module - the target of the project is to develop a new concept for simplified use of the “Mein A1” page in cooperation with the support community users.
The benefits for our customers are:
the opportunity to take part in an innovation process
possible realization of user ideas
to exchange thoughts and ideas with other users
incentives for participating
How we benefit:
communication with users
interaction with the support community
identification of consumer needs
opportunity to integrate consumers into the realization process
The project itself and the output from the workshops around “Mein A1” are continually promoted on facebook and in the community.
The new A1 support community is directly linked to our A1 blog. It was created as a platform for both community members and product managers to release product news, features and tips and tricks regarding our portfolio.
The A1 blog is a category, where we can cover a lot of successful stories for interacting with customers, e.g. our popular smartphone test reports written by our community members.
Crossover Solutions for Customer Service Communication and Crowdsourcing
To guarantee the best social brand experience we are linking different channels with each other.
www.a1.net – the Lithium newsfeed on our portal
The FAQs and the company's support community are integrated via tabs onto our facebook fan page – which means: one database manages all user postings. Facebook users have access to the support community in real time to knowledge without a login.
The fictional figure “Robert Hauser” takes care of customer support on the facebook wall – behind the figure are employees from our service team, who answer user questions on any kind of topic. With 160,179 fans after starting our facebook fanpage two years ago we are ranked second in the German-speaking TELCO provider area.
By implementing our own facebook CMS, we were able to design our very own application and multimedia info sites for lotteries, promotions, company news, etc.
On YouTube, we are the only provider in Austria with a branded channel. We provide short movies about our products and solutions. We also provide inhouse produced A1 video guides. The video guide with the most views ranks around 252,508 views. For sharing YouTube videos we offer our community members a share button.
Output from our A1 blog is posted on facebook.
Our Technical Implementation
Deep Integration into Portal SSO
The A1 community has been tightly linked to the portal SSO. While it does not require you to log in as long as you’re only browsing, logging in is a requirement for all actions like posting or replying.
To enable this integration we developed a mechanism where the Lithium server would “talk” to our SSO servers “behind the curtain” to retrieve the login data of the current user. Thanks to Lithium's ability to support different channels (web, facebook, mobile) this approach works for all of these.
Deep Integration with User Data
As the community integrates with our SSO this demands that user data is maintained by the A1.net authentication systems. Thus, user data (e-mail and nickname) cannot be edited within the Lithium community but need to be managed by the A1 portal.
For this a similar mechanism to the above mentioned SSO handshake has been developed, where Lithium redirects the user to the appropriate A1.net application, and the “behind the curtains” handshake reflects any changes immediately back to the community. Again this approach works transparently for all of the available channels.
Deep Integration into A1.net look & feel
The marketing requirements demand that the community should look & feel as part of the A1.net portal, the fact that it is cloud-based should not disturb the user’s perception of a common portal experience.
The HTML framework that makes up the portal look & feel had to be the foundation of the web-based channel of the community presentation. Together with Lithium we were able to link the existing A1.net framework with the flexible HTML construct that’s provided by Lithium, successfully offering our users a continuous experience. In our service box we can also embed YouTube videos from our branded channel.
Integration of Social Media Buttons
Of course sharing of content is very important for a vital community. Therefore we implemented Social Media sharing buttons such as facebook Like, Google+, Twitter in user postings.
Our Business ROI
Since our launch on the 16th of November, 2011 the community KPIs increased steadily. Our continous online survey proofs that we are constantly saving customer support cases (email, call, letters).
Compared to our competitors A1 has the biggest and most active community in Austria.
We created a short video to highlight our A1 Social Media success story since spring last year.
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Company: HP Enterprise
Entry Submitted by: Margaret Nugent Social Media Marketing Manager (maugent)
Community: HP EBC (http://h30499.www3.hp.com/)
Lithy Categories: Best Social Customer Experience
HP built one world-wide community on a single instance for all enterprise customers
Executed 11 community migrations to the instance, retiring these communities on their legacy platforms
To date, five languages are hosted on a single instance
Mobile version is available in all languages
Benefits: Cost efficiency; more accurate data of our members (not spread over several platforms)
The HP Enterprise Business Community (hereafter referred to as HP EBC) was launched on January 29 th , 2010 with a single category called “BladeSystem”.
Three years’ worth of content belonging to 3,500 members was migrated from a third party proprietary platform to our new Lithium instance for the initial launch.
It was the first of seven migrations that took place in 2010, bringing total membership to over 200,000
Our migrations came from a combination of HP legacy sites, third party proprietary platforms and an acquisition
The HP EBC has enabled us to bring all our disparate communities together on one platform and present a single holistic view of our members and their activities in detailed metrics reports
Our goal for the first two years was to consolidate all the external-facing communities managed by HP Enterprise onto a single instance.
Within our first year we built five brand new categories and migrated four local language communities from our Asia-Pacific Region (APJ):
This was the first time non-English language content had been hosted together on a single instance along with English, so it took great collaboration and partnership between HP and Lithium to make this happen.
In 2011 we completed the largest migration, with over ½ million members from an 11 year old HP support forum to our instance. Despite the year’s notice we were given, this migration was a huge project for both HP and Lithium. The go-live date was fixed due to HP server retirements. Thanks to Lithium’s experience garnered from the smaller migrations completed in 2010, we were able to complete this with minimal downtime to our members. We also worked with our super-users to help facilitate the change and support while communicating the benefits of the migration.
Here is what our members said:
“I’m excited about the changes coming soon. I have always enjoyed this forum, but participating at the new Consumer Forum since it opened 11/08 I have come to really appreciate the extra features it offers…hyperlinks, macros are just two that I think of instantly. Kudos is another great feature. It is very rewarding to have multiple people give kudos to a solution or tip that you provide and be able to realize how many actually benefited. I believe everyone here will soon come to wonder how they ever did without all the extra goodies. It may take a bit of time and some adjustments, but is well worth the effort.” Cheryl G.
“Thanks for the heads up about what's getting ready to happen with the forum. I'm looking forward to the new functionality. And thanks to HP for continuing to provide such a great place to share ideas and to get and receive help.” Prof Julie
November, 2011 saw HP EBC launch a mobile version of the community: http://m.hp.com/ebc in combination with a new HP.com redesign.
Learning HP Software originally launched its own instance in April 2010, with a view to migrating the software support boards from the HP legacy community (aka HP ITRC) in June 2011. Once HP Software made the announcement of their intentions at their annual customer event, they received lot of feedback from members asking “Why?” HP Software’s perception was that software customers were different from other enterprise members and only focused on software products.
The reality proved quite different as approximately <20% of HP Software members were active on both communities. They were asking why HP Software had their own community, why was HP asking members to join two communities. So HP Software listened and acted on this by migrating their instance to HP EBC.
ROI The platform has become ingrained in the way we conduct our support business, here are some examples:
HP Software Support
HP Software Support uses discussion boards for members to have technical discussions on the software product portfolio with a goal to ensure a better understanding of all the features these products have to offer. In order to provide additional value, to those customers with a valid support contract, they offer a Limited Access area that enables two-way discussion with a support expert.
HP Software see this as an extra service to their support customers that results in reducing the number of deferred calls from their support center. They have created a formula which calculates the potential number of deferred calls each month. The metric that plays an important role is the ‘number of accepted solution views’. We are reporting on this metric in all of our support forums (public and limited access forums). Throughout 2011, HP Software saw the number of accepted solution views increase from 24,000 in January to 405,000 in December 2011
Support Call Deflection
The HP EBC community provides HP a significant cost avoidance opportunity as many customers are able to resolve their support issues via the community, as opposed to contacting HP directly (via phone contacts, email, or chat). Together with other web-based self-solve service capabilities, this is a critical success factor for HP’s support services organization.
HP Expert Days
Following completion of our support forums migration to one unified community, we began to partner with the HP consumer side of the business (which was also utilizing the Lithium platform) to offer our customers a broader “Expert Day” experience. The ‘HP Community Expert Days’ provide our community members a 24-hour period during which to interact directly with HP employees within the forums. HP Expert Days are typically hosted once a quarter, and are a great way to create awareness of the forums for customers who may not typically choose to receive support in a social manner. Registrations, logins, posts, and page views consistently see impressively sized increases during Expert Days:
Growth The evolution and growth of the HP EBC has brought about a new requirement to bring in a limited access area to meet specific business needs with our customers (members) and our channel partners.
HP Software has introduced three Limited Access programs within the community:
1. Customer Advisory Boards (CAB) These are Advisory Boards for our top customers, who have the opportunity to meet face to face twice a year. All meeting notes, presentations and discussions conducted are shared within this category.
2. BETA Testing program HP Software has started to conduct beta testing of the next software product versions with our beta customers within limited access categories in the HP EBC. In the past all communications were conducted via email after the software was downloaded and installed. Using the HP EBC has been a great success as more customers have seen the advantages of using the discussion boards versus email.
These advantages are:
Increased efficiency and reduction in time to resolution
Easier to share knowledge
Forums are searchable, enabling customers to find solutions to issues
Easier to see where customers are struggling and can put together essential webinars throughout the beta testing period.
Opportunity to train customers on new features of the product, so that they can take advantage after upgrading to the new version
Ongoing relationship using the forum until the release is launched and can easily train customers on new features and get their ongoing feedback
3. Practitioners Forum
The Practitioners Forum provides a unique opportunity for experienced members to share their experiences and learn from other like-minded practitioners. Outside of the discussions taking place in these forums we also conduct bi-weekly one hour round table sessions between HP product experts and members, where active participants can contribute or simply listen. Experienced members wanted a place where they could conduct discussions or have conversations with other members with the same level experience.
HP EBC is really a cluster/nest of communities – each managed by separate ‘neighborhood’ or ‘category managers’ and one overall administrator. It is funded by seven internal cost locations within HP by internal cross charges based on proportionate page view costs.
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Entry Submitted by: Stephen Marshall, Community Operations Manager (StephenMarshall)
Community: Sky Help Forum (helpforum.sky.com)
Lithy Categories: Best Social Customer Experience, Best Community Technical Integration
Community Launched: 25 Oct 2010
Sky’s Social Customer Support journey started with the launch of the Sky Help Forum (http://helpforum.sky.com/), on 25th October 2010. Here at Sky, service through Social Media means our customers can be confident in finding answers to their issues, from our community and staff, irrespective of the type of question or the complexity of the problem.
Since launch, our forum has grown extremely quickly. With the realisation of the potential we could unlock through Social Media customer service, we decided to extend this support to Facebook and Twitter in March 2011.
Our mission –
At Sky we strive for our customers to ‘Believe in Better’ and as one of the UK’s largest broadcasting, telephone and broadband companies, we aim to lead the way in customer service.
With the help of Lithium, we are building a programme in which goes beyond the service we provide to our customers via traditional contact methods. As well as customers still being able to contact us via telephone and email, with the introduction of our Help Forum, Facebook and Twitter channels we are also now enabling an all-round social customer experience. The customer can simply type their query on to our Help Forum, Facebook and Twitter pages and then await a response. And the power of the social community means that our super-users and other customers often solve many of the questions.
For any issues that cannot be resolved by our community, we have a team of in-house Sky experts ready to assist. Hello to quick and easy resolutions through Social Media!
Our Highlights –
30,000 registered users by June 2011
More than doubled that to 70,000 registered users by March 2012
Over 150 new registered users each day
1 million thread views per week
144% increase in Sky service Tweets since July 2011
54% growth in Sky Facebook service interactions since July 2011
Sky social media teams’ deal with 1000-1300 total interactions each day
Launched in February this year, we are the first company in the UK to offer single-use Live Customer Chat for one-to-one private case resolution
We have had 90-100% customer satisfaction/resolution for our social media Live Chat service
Consistently over achieving our customer satisfaction and customer resolution goals across all channels
Broadening our reach –
In October 2011, we started listening to our social customers out with our branded channels. This meant that we can look to provide advice and assistance to people that mention Sky services or products within their Tweets, Facebook updates and other forum posts.
We are currently able to respond within forums that aren’t official Sky channels. We also have the tools to monitor tweets and Facebook posts about Sky from customers, and are able to help and respond when needed.
Seeing the query through to the end – When our customers ask questions in our Help Forum or social media channels, we don’t want anything to get in the way of providing a complete end-to-end resolution.
If a customer’s query requires account sensitive information to be exchanged, our staff are happy to privately interact with that customer. But this requires a one-to-one interaction with one of our Sky staff members and isn’t something for a public area.
To solve this, we have introduced an innovative solution to deal with more sensitive social support issues.
Sky is the first company in the UK to use one time chat links which direct the customer back to the original advisor they were speaking to on the help forum, Facebook or Twitter. Once the customer has clicked the one-time link they immediately enter a private chat session so they can have a real-time confidential discussion. This ensures that the Sky team member can have access to the customer’s Sky account and share sensitive information, which wouldn’t be possible in the forum.
Since we launched this private chat, customers have reported 90-100% satisfaction and resolution.
Our belief –
We believe we are excellent contenders in providing the best social customer experience along with the best technical implementation.
We have a programme in place which means each individual customer will have their question answered or problem resolved. There are some customer questions and issues that require our Sky experts due to the knowledge they have and the requirement to access Sky customer accounts.
Our aim is to own the customer’s social interaction until they are satisfied with an answer or resolution.
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