Past Lithys (old format)
Check out Lithy entries from previous years.
Company: Telstra  Entry submitted by: Yannick Pierre (Yannick_P) Crowd, Help & Support Lead  Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/) Lithy category: Total Community All Star   Telstra is Australia’s largest ... See more...
Company: Telstra  Entry submitted by: Yannick Pierre (Yannick_P) Crowd, Help & Support Lead  Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/) Lithy category: Total Community All Star   Telstra is Australia’s largest Telecommunications Company and for over a hundred years we have connected Aussies with each other and the rest of the world.   At Telstra we seek to connect and engage people, our customers and employees. Our digital transformation starts with people, not technology.   Both customers and employees engage digitally with Telstra every day – at scale, seeking to have their questions answered or problems resolved – and share their experiences with our products and the rapidly changing technology landscape. Increasingly, our customers expect and deserve the same level of authenticity from interactions in digital environments as they have traditionally been offered in the offline world.   Telstra has leveraged Lithium Products & Services to build an entire digital eco-system that transcends incumbent boundaries of segment, device, employee and customer.   Building upon our award winning customer community  CrowdSupport® - we have extended our digital eco-system unabated to deliver employee collaboration, real-time omni-channel dialogue, complete visibility and measurement in social and a step change in customer help and support.   CrowdSupport® Through our CrowdSupport community customers can receive quick and reliable responses to questions from community members – both customers and Telstra employees. The contribution from our community members is the difference between ‘good’ and ‘great’ – we recognise community members’ contribution with ‘meet-up’ events and exclusive access to products and services in addition to the established ‘gamification’ model.   Store Locator & Community – Unlocking Omni-Channel We’ve deployed a single search platform to enable real-time customer feedback and discussion for Telstra’s store network nationally. Team members in store can now directly connect digitally with their customers, helping to create an omni-channel presence.   Telstra Wi-Fi®  – a community of Wi-Fi Telstra is creating Australia’s largest Wi-Fi network.  Through the CrowdSupport community customers can locate their nearest hotspot, provide feedback and discuss tips and techniques at an individual access point level. Telstra has over 1,100 hotspots nationwide and over 1 million devices have connected to the network.   CrowdSupport Live – Taking community real-time We have taken our community connection real-time with an integrated capability between CrowdSupport (Lithium) and CrowdSupport Live (Needle). Our community members are now able to sign up to conduct live chat sessions directly with other customers considering the purchase of new mobile handsets – this has delivered 4000+ chats year to date with great positive feedback.   Klout Integration– A global first We have successfully integrated Klout into our CrowdSupport community – providing the next wave of gamification and customer value exchange for our community members.       Telstra’s In:sight community, powered by Lithium, is an enterprise community delivering premium access to the latest business thinking, technology, trends and exclusive events. There are now 2000+ registered members and our account executives are connecting in digital communities complementing a traditional face to face or telephone relationship model.   Peer Support In May 2014, we launched our Peer Support community, which enables our digital and telephone centre teams to connect and share their knowledge and experience. We have thousands of employees actively using the community. PeerSupport has enabled Telstra to connect the knowledge of our digital and telephone centres in a way the company has never previously achieved. Employees are able to find information faster and the collaborative nature is delivering informative and timely updates.   A step change in Customer Help & Support Telstra re-platformed our entire Customer Help & Support onto Lithium in 2015. Customers are now able to seamlessly connect company authored content (i.e. the ‘official source’) with community generated content. Through the power of the community customer feedback drives the creation of high value content – to date we have received over 12,000 content recommendations from our customers. This provides a great balance for our customers across a wide array of the trust and adoption curve.   Digital Customer Care – Total visibility On the back of a large-scale rollout of Lithium Social Web in May 2013 Telstra’s 24x7 Digital Customer Care Team have completely embraced the plethora of benefits LSW offers our customers and employees. With rapid onboarding, flexible working, easy access to help and support content, automation, total visibility and measurement– we are operating like a Swiss clock in the rapidly changing social media landscape.   Figure 1: The ‘proof points’ for offering a dedicated internal employee community   Figure 2: Growing our digital eco-system sees growth in the anchor tenants too   Lithium Social Web – the game changer   April 17, 2013 was the day Telstra launched Lithium Social Web (LSW) and transformed our customer’s service experience in social. The seamless workflow, simplistic user experience, social integration, prioritisation and immediacy saw expediential improvement to our customer’s digital service experience.   Pre-Lithium, Telstra manually tracked customer posts and replies via spreadsheets. This was, of course, not sustainable. A solution was needed to handle the immense growth of digital connections in social.   Adoption of the Lithium Social Web was the right solution.   Our digital customer care experienced has improved in six main areas:   Figure 3: The impact of Lithium Social Web on Telstra Digital Customer Care   LSW allows Telstra to provide authentic high quality customer service, create thriving digital communities and foster an internal self service culture.   What’s next?   We have made considerable progress on our digital journey – we must continue at pace as our customers’ expectations increase in a world gone digital.   At Telstra, we believe that in the next five years   5G will be standardised Networks will be optimised for traffic against specific services and media types Consumer devices will be dominant, but small devices for data sensing and processing will make up a significant percentage of mobile and Internet traffic. Telecom and other industries will be more platform shaped, with data becoming as important as products. The world will be faster, and more connected with a billion more participants in the global economy   For our digital eco-system and our communities we will continue at the pace our customers expect and we will deliver:   LinkedIn integration for business. Considering two new users join LinkedIn every second, it is central to the digital life of businesses, and we are implementing a system where users can login and register with Telstra through their LinkedIn profile.   Achieve a unified social ecosystem, integrating with the core enterprise social platform, to drive a self service culture.   Provide employees with the ability to access a greater repository of knowledge and address issues in real time.   In closing....   Telstra is over 100 years old and is now empowering customers and employees by democratising customer service through rich community peer to peer service.   We are increasing our investment in our digital service for customers through our multiyear Digital First program. This will give our customers even greater control of their accounts and services, technical appointments and support options   We are working to achieve an even more unified digital customer ecosystem through leveraging a wide range of Lithium’s products and services, as we continue our journey to deliver a brilliant connected future for our customers and Telstra.     Appendix: Telstra communities      
Company: XL Axiata  Entry submitted by: Yudhistira (yudis) Manager- Digital Community Community: Xplor Forum (http://xplor.xl.co.id)   Lithy category: Total Community All Star   XL Axiata (XL) is one of Indonesia largest mobile telco c... See more...
Company: XL Axiata  Entry submitted by: Yudhistira (yudis) Manager- Digital Community Community: Xplor Forum (http://xplor.xl.co.id)   Lithy category: Total Community All Star   XL Axiata (XL) is one of Indonesia largest mobile telco company with more than 45 million active customers which majorly prepaid and high growth on mobile data service penetration. Running 2 brands; XL which focus on digital-life segment and AXIS which focus on cost-conscious segment. We are well-known as always one step ahead the competition through our breakthrough in customer-centric products and services. Our brand promise is to fulfilling our customer’s potential by empowering them to access and explore what's important to them through mobile internet, with XL : Now, You Can!   Social Customer Experience (SCX) is the key success factor for consumer brands in Indonesia. Indonesia is always in the world’s top-5 in terms of social media user and activities. Conversations about brands are happening anytime, anywhere – making customer reference more trusted than advertising.   XL Axiata takes this seriously. We developed our social channels since 2010, and today we have scored remarkable achievements in Indonesia's social media space; our brand-focused social media channels (XL 123 and XL Rame) have more than 5 million in follower base, and our customer care-focused twitter (XL Care) has reached 5 million monthly impressions. But, we have 3 fundamental problems to be solved: Our Brand-focused channels have a very wide audience base but low engagement On the other side, our Care-focused has a smaller audience but a lot deeper engagement People always want to contribute in any way (good or bad), there is an opportunity to convert their contribution to become useful for other people by creating a mechanism called customers help customers   The Lithium-powered community can solve these problems by synergizing the advantages and enabling us to bring our SCX to the next level: Powering our social channels with the best tools available, and Build our own community platform to get the most contribution from our social channels (big audience with deep engagement)   We began by taking a look at the world’s best NPS for Telco: GiffGaff. The story has inspired us to learn their method, understand their success, and what enables them to do so.   We want the best solution to achieve our objective. Therefore, we compared Lithium with other 8 world-class candidates. After one year of a comprehensive process, we came to a final decision to implement a Lithium-powered Community and Lithium Social Web as the best solution to our needs and strategic objectives.   Benefits of a Total Community   Developing a Lithium-powered community and implementing LSW at the same time has redefined our digital strategy in managing customer engagement, optimizing team performance, and improving overall customer experience journey.   Our strategy is Omnichannel Customer Engagement. The journey starts from wherever our customer wants: website, social media, instant messaging apps, self-help apps, service centers, call center or physical experience center. After they get what they need (inquiry, purchase, campaign respond, customer support, etc.), then we direct them to get a better experience and wider engagement with our community members on our integrated digital community platform.   Furthermore, to provide an end to end community experience and to create closer engagement between community members, we frequently initiated offline events; either XL-hosted or Community-hosted. We use our Digital Lifestyle Experience Physical Center (Xplor) or places that meet their interests to held the events. This strategy positions Xplor Forum as the first online & offline community in Indonesia.     Meanwhile, LSW has solved our issues around experience & engagement across social media channels. Previously, we used various tools to perform different tasks i.e. identify prioritization, distribute to agents in order to respond the conversations, following up with CRM tools, run scheduled campaigns, monitoring sentiments and other activities we need to focus on. Now, it is all powerfully done through LSW, seamlessly: Easier for our agents to deal with customer problem and provide greater customer experience Team performance can be monitored in real-time by superiors And the most important thing, LSW has created direct impact to what our customer feels: Faster response Better engagement resulting from real time customer insight and interaction history Richer response through sharing from other customer’s experience (customers help customers)   LSW has met all our objectives to provide the easiest, reliable, and engaging social customer experience through digital channels.     Our Total Community results   We just launched Xplor Forum community publicly on April 9, 2015.   (Caption) XL launched Xplor Forum. From left to right: Yudhistira, Manager-Digital Community -- Rashad Javier Sanchez, Chief Brand and Customer Experience Officer -- Noviyus Kurniawan, VP-Customer Experience Management   (Caption) Grand launching is covered by more than 50 national media press, including 2 national TVs.   Although we don't have many metrics to share right now, there are a few outcomes that bring us much optimism. Here are signs that we are off to a good start: Achieved score 100 out of 100 in Google user experience index for our mobile site. Which is more than 80% of our traffic coming from mobile. Achieved our first 1,000 members resulting from 3 months soft launch to our loyal customers and their social media circles The #1 Google Search Result for keyword “Xplor Forum”, competing with many websites that carry “Xplor” and “Forum” within their names.   Achieved +64 Net Promoter Score. We survey all of our registered members with Net Promoter Score methods with 53% sample take up rate.   Achieved more than 1,000,000 impressions on Twitter resulting from 2 offline events we held. We involved Key Opinion Leaders with social media viral campaign method.
Company: TELUS  Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager Community: TELUS Neighbourhood (forum.telus.com)  Social channels: http://facebook.com/telus and http://twitter.com/telussupport Lithy category: Total C... See more...
Company: TELUS  Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager Community: TELUS Neighbourhood (forum.telus.com)  Social channels: http://facebook.com/telus and http://twitter.com/telussupport Lithy category: Total Community All Star   TELUS is Canada’s fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.   Initially, as an LSW customer, we looked to sustain and add measurability to our Twitter operations in brand risk management and customer service. We were then able to leverage Facebook integration to offer customer support there. While our support off-domain has proven effective (in 2014, 82% of customers surveyed are likely to recommend TELUS/NPS, and 84% are likely to share their social support experience), the velocity of Twitter and limited reach of Facebook impeded the reusability, searchability, and discoverability of good support content and answers. As such, we expanded our social presence through the TELUS Neighbourhood as a community platform, allowing us to both moderate crowdsourced help content and get direct insight to voice of the customer feedback, lovingly organized into threads, boards and categories for consumption across our business units.   Benefits of a Total Community   Springboarding off of the LSW and communities platforms, our social operations are equipped with measurable insights and qualitative feedback directly from our customers. Reporting on and championing these insights, we have been able to inform process and policy changes, product development, and overall customer experience across our organization. In addition, we are well-positioned to manage brand risk across a variety of social media platforms, deliver excellent customer experiences in their mediums of choice, and provide a #secondchanceatawesome to customers who haven’t been able to have their concerns sorted through traditional channels.   Our Total Community results   In 2014, through traffic (over 1.18M unique visitors) and participation (2,131 forum topics, 9,424 forum posts, 151 Ideas, 343 Ideas comments), we estimate a $3.35M OPEX savings to our contact centres in 2014 from our community. Moreover, 2014 saw us support over 54K interactions across Twitter and Facebook, with over 80% of our Twitter responses being sent within 35 minutes and driving an 82% Likelihood to Recommend (NPS) based on the interaction.        
Company: Virgin Media Entry submitted by: Jim Meadows (mrjimmeadows) Content Manager Community: Virgin Media Help & Support Forum (virginmedia.com/forums)   Lithy category: Total Community All Star   Since the invention of the internet... See more...
Company: Virgin Media Entry submitted by: Jim Meadows (mrjimmeadows) Content Manager Community: Virgin Media Help & Support Forum (virginmedia.com/forums)   Lithy category: Total Community All Star   Since the invention of the internet, digital technology has had an increasing impact on the way we live. As a leading communications provider it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.   Today, Virgin Media is a part of Liberty Global plc, the world’s largest international cable company. Together Virgin Media and Liberty Global serve 24 million customers across 14 countries, helping connect people to the digital world and enabling them to discover and experience its endless possibilities.   Our aim is to provide the best customer care experience in the UK through eService. And, as the UK’s most socially devoted ISP, scaling our social media presence to meet the demand of our customers has been our greatest challenge. In March we became the first ISP to have sent 1Million tweets to customers and we believe the application of Lithium / LSW has been key to achieving this milestone. Our road to Lithium was born out of three critical requirements. The first was a desire for our platform to do more. Lithium was responsive and met our demand for performance improvements. We were specifically looking for a platform with both skill-based and priority routing; a single desktop to extend across both social and community; and the product needed to be responsive to Facebook & Twitter developments, adapting swiftly to changes such as page threading. The second was a need to improve reporting. Here we were looking to identify trends and accurately measure sentiment, with the ultimate hope for real time reporting across the piece.   The third and most important requirement was to maintain and improve customer experience: to align one agent per customer, to reduce customer response times, to use rich media in responses, and to moderate our multi-channel offering through a single console – taking control of conversations to actively encourage peer-to-peer support and improve on social KPI’s.   Lithium’s continued commitment to evolving their platforms, and their ability to adapt effectively to changes in both social networks and social culture is key to our relationship. As Lithium continue to deliver on product, Virgin Media exceeds their operational and transactional goals.   Benefits of a Total Community The marriage of LSW and Community has enabled Virgin Media to reimagine a niche online space, delivering a dynamic central hub for online help and support.   The transformation of Community places it at the heart of eService. The ability to create optimized content immediately supports customer navigation from social as we drive customers to the right information at the right time, and benefits such as Social Integration within Community and integrating user generated content into online help and support, have driven peer-to-peer support across all touch points.   Through applying rigorous routing principles across LSW we’ve been able to limit risk to our online reputation –high profile accounts are identified using Klout, Conversational Key Words and Verified Status. In addition we’ve been able to harmonize social engagement and combine content streams on Twitter adopting a larger audience for our acquisition & content marketing strategy, whilst developing our care team’s skills to respond to both care and engagement.   Employing a 24-hour snooze rule, we’re now proactively reaching out to customers who have yet to validate our advice and can ensure we close the loop on the majority of conversations – and have increased agent productivity by 24.07% and response times by 25.57% across social and a 59% increase in baseline productivity.     The impact of efficiency has given us scope to activate a new look and feel with more features from our Community supporting our strategy. Using a single console, we brought moderation in-house, developing people and the job role. We were able to implement an archive, improve the effectiveness of Community search and dramatically increase the number of useful solutions viewed. Mobile optimization has enabled customers to navigate content on the go, a huge benefit when home broadband connectivity may be the contact driver.       Appointing a Community Lead has leveraged the effectiveness of our new Superuser advocacy program, increasing their time spent online and overall contribution to support, this coupled with a new ability to our members has given us the opportunity to successfully trial key products through customer outreach – all in a controlled environment.   Our Total Community results Over the last twelve months we’ve achieved our target of managing a single Twitter feed for marketing and customer care, leading to new brand records in engagement – whilst remaining devoted to customer experience; handling increases in volume, team size and improvements in sentiment across social.   Through Community we’ve seen incremental growth across all KPI’s. As a result of new member entrances up 23% and innovations driving increase in time spent online up 21% we’ve seen impact in kudos and accepted solutions marked up an enormous 76%.   The real benefit of this? The increase in accepted solutions viewed rising by 37%.   We’ve supported 5 major projects with trials including over 2000 triallists, delivering over 22,400 pieces of insight that have developed product ahead of launch and increased customer education – as a result, Superuser activity has hit highs of 37 hours per week (each) with replies from the group contributing to 18% of the overall volume leading overall peer to peer support to reach 80% across the last 12 months.   Whether it’s been the implementation of video content, ranking or board restructuring the technology has been key to giving us the freedom we need to adapt our channels yet the solidarity to manage one of the greatest social media workflows across one of the largest teams in the world, confidently.   “As we pass the milestone of our millionth tweet I am reminded of the amazing journey the Social Media Care team have been on over the last 4 years as we have grown from an ad hoc team of a couple of people to‎ our current 50+ team members.   Always championing our brilliant basics of being there for our customers when they need us, a virtual listening ear, heartfelt service and served up with a dollop of humour, the team continue to push the boundaries and lead from the front in the UK social care space.   The future is bright as we continue to grow and will evolve the social support to be more encompassing across the opportunities for Care, Marketing, Revenue and PR.” - Cormac Connolly, Director Channel Development, Virgin Media  
Company: Orange Spain   Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager Community: Comunidad Orange (https://comunidad.orange.es) and La Comunidad amena.com (https://comunidad.amena.com) Lithy category: Total Commu... See more...
Company: Orange Spain   Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager Community: Comunidad Orange (https://comunidad.orange.es) and La Comunidad amena.com (https://comunidad.amena.com) Lithy category: Total Community All Star   Orange Espagne SAU is one of the biggest telecom companies in Spain with almost 15 million of customers. It is part of Orange Group and operates with three brands in the Spanish market: Orange, amena.com and Simyo.   In 2014, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy.   The cornerstone of this strategy has been the launch of new communities, in our two brands (Orange and Amena.com) as a new space of conversation and help among our customers.   Our main business goal has been call deflection with a big focus in superusers cultivation program (see Marketing champion Orange Spain application). We have used extensively gamification facilities of Lithium community to get our superusers to create a big amount of solutions to other customers issues.     Orange Spain community replaced our old forums and it proved essential to not losing SEO positioning of main threads thanks to the easy and proper migration process.   The benefits of having both Community and LSW for our digital strategy   Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. It is also a strongest generator of traffic to the website, because of  the good SEO performance it has.   In our omnichannel strategy, communities is central regarding social. All our social marketing and customer support in other media is always referencing and linking community content.   In our brand amena.com, which is oriented to digital customers, community is even more important: 25% of our customers visit the community every month.   In addition, we decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.   LSW has helped us to build this new model and to get the highest performance of our support and comms teams. We have made extensive usage of tagging, queuing and reporting facilities of the application, getting the better efficiency of our agents who only have to be focused in solving our customer request and incidents.   Our Total Community Results   Regarding communities, we have got 300k monthly visits. Mainly, these visits are coming to communities to solve any doubt or problem. We have found that 27% of visitors surveyed, say that they get their problem solved in their visit, so we are saving costs consistently: around 500k euros at year.   We are very happy also with the contribution to the community of our superusers: 56% of topics of the last month, got a solution by one of them.   Regarding social media, Facebook and Twitter, we are very proud of achieving our goals of response time and customer satisfaction: we answer 90% of posts in our SLA time (2 hours), and we got 80% of customer satisfaction in these interactions.   These indicators have put us consistently in the top-5 of most socially devoted brands in Spain on Facebook, month by month, according to Social Bakers ranking (http://www.socialbakers.com/resources/reports/regional/spain/2015/january/)    
Company: Consorsbank  Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business Community: Die Wissenscommunity von Cortal Consors (https://wissen.cortalconsors.de) Lithy category: Total Community All Star   Consorsba... See more...
Company: Consorsbank  Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business Community: Die Wissenscommunity von Cortal Consors (https://wissen.cortalconsors.de) Lithy category: Total Community All Star   Consorsbank by BNP Paribas is a leading direct bank in Europe that prides itself on “liberating clients from the restrictions of classic banks.” The digitalization has changed our daily lives – and that’s what we have translated to banking. Our broad product offerings, useful tools and the platform for customer ideas allows us to create the banking of tomorrow together with our customers.   The bank’s brand is built on the concept that financial investors hold the power to make the best decisions for their investments, and its goal is to provide product offerings that help achieve this objective.   Consorsbank is an online bank with no branches, therefore there are limited number of opportunities for the bank to connect with its customers in traditional ways. The bank wanted to create a social environment where they could better understand the needs of their customers, help them solve problems and build trusted relationships. Market factors also dictated the need for Consorsbank to differentiate itself from the increasingly competitive landscape and deliver on customers’ extreme expectations.   The bank was inspired by its challenges to move beyond the outdated “knowledge base” on its website and create a Total Community experience for private investors. The company envisioned a social community for the full gamut of investors, beginners to those with decades of experience. Consorsbank planned for a community where private investors could feel comfortable sharing knowledge, offering peer-to-peer support, and providing investment advice. Always on the forefront of innovation, Consorsbank also wanted to allow their customers greater influence and involvement in the company’s offerings by giving them the ability to rate the bank’s products and services.   Benefits of having a Lithium Total Community   In order to create a customer community that would meet these diverse needs, Consorsbank turned to Lithium to provide the Total Community software platform. Now Consorsbank’s Lithium-powered community boasts more than 14,000 community members with more than 8,500 posts. It gives customers a voice and builds trust between the bank and investors.   The main feature of the community is Consorsbank Websection Knowledge base, monitored by the bank’s community manager. It gives customers a voice and builds and gathers trusted user-generated content. The platform offers real and up-to-date help for customers, and provides a place for them to discuss financial markets and have their questions answered. Many long-term customers have significant knowledge and experience in a wide array of banking topics, and the community allows other members to tap into their insight. Additionally, a blog written by the bank’s subject matter experts allows Consorsbank to provide professional education to their community members.   Ideas Consorsbank Community Ideas is an aspect of the community that asks members to help create “ the bank of the future” - it’s a place for investors to share their wishes and proposals for the bank of tomorrow. The bank provides the community with bi-weekly themes to help drive the conversation. In addition, members evaluate products, compare prices and services, and suggest features to help make banking products transparent. This activation has produced 150 innovation ideas within 2 months.   Ratings and Reviews What really sets Consorsbank apart from other financial institutions is its Ratings & Reviews. Customers can rate and review the bank’s products and services and give feedback. Consorsbank is one of the first banks in Europe to drive this level of feedback and transparency with its customers.   “This is a bold move for us since it puts great power in the hands of our customers,” says Clemens Eckstein, Social Solutions Architect and Project Head at Consorsbank. “By allowing this open and public feedback from existing customers on our own platform, we provide absolute transparency into our strengths and weaknesses.”   The program has validated the importance of transparency and increased the bank’s conversion rate by 30% which was an increase of 1,500 customers per week.   Customer Voice 2.0   Consorsbank set the bar high with its Customer Voice 2.0 roadmap. Their goal was to transform themselves into a customer-centric company. By using Lithium’s Community Platform, they were able to leverage the ideas, knowledge and feedback from all of their customers. In doing so, Consorsbank is allowing customers to be active participants in developing an even more effective foundation for their money decisions, while also further enhancing the bank's connections with its customers. The trusted relationships they are building with their customers encourage open dialogue, brand advocacy, and loyalty. Customer Voice 2.0 is also extremely valuable to internal stakeholders by giving them valuable and immediate feedback regarding their products and services. Thus, it helps them to define a roadmap together with their customers.   Our Total Community results   In the first year the Consorsbank Community saw outstanding business results:   The average rating for current account holders is 4.3 out of 5 stars Increase of conversion rate by 30% netted 1,500 new customers each week 260 Ratings & Reviews by customers with more than 80 Comments 40% increase in click-through rate on banners showing Ratings & Reviews Unique Visitors increased by over 300% 17,000 community members 150 Community Innovation Ideas within two months Because of the success of the social platform, the marketing campaign introducing the new “Consorsbank” brand featured community as one of the main selling points. The campaign also included a commercial.    
Company: Canon  Entry submitted by: Patricia M. DiPasquale (pmdCanon) Sr. Manager, Digital Marketing Services Community: Canon Community (community.usa.canon.com/) LSW social channels: Facebook, Twitter, Instagram  Lithy category: Total ... See more...
Company: Canon  Entry submitted by: Patricia M. DiPasquale (pmdCanon) Sr. Manager, Digital Marketing Services Community: Canon Community (community.usa.canon.com/) LSW social channels: Facebook, Twitter, Instagram  Lithy category: Total Community All Star   Canon U.S.A., Inc., headquartered in Melville, New York, is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean (excluding Mexico) markets.   With approximately $31 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents registered in 2014† and is one of Fortune Magazine’s World’s Most Admired Companies in 2015.   † Based on weekly patent counts issued by United States Patent and Trademark Office.   Our road to Lithium   The Canon approach to taking on new social platforms is that each has to meet objectives not already covered by other platforms, as well as being able to serve different audiences. There is crossover, of course, but there are unique characteristics as well.   Knowing that the conversation would go on with or without us, we decided to bring that conversation closer to home where we could be a part of it. We set out armed with a list of business objectives, criteria for success, and must-have requirements. After extensive research and comparing the features of available forum platforms, choosing the Lithium-powered Community was a no-brainer.   Of the seven business objectives set for our social platforms, the two main objectives we sought to fulfill with a forum were: Support our customers and build brand loyalty Gain customer insights & feedback   We don’t want to say that either of these are a problem, but the Forum was most certainly the solution. The Canon Community grew quickly, averaging well over 1,000 new members and over 200,000 unique visitors every month. Many answers come from the Community, but our Customer Support Center is there to fill in the gaps.   As one could imagine, having to moderate the Forum, Facebook, Twitter, YouTube, LinkedIn, Instagram and Vimeo for the wide range of Canon products, takes a lot of eyeballs and a variety of skillsets. However, once Lithium Social Web announced the inclusion of images as part of the moderation platform, we knew it would be the closest thing to a magic bullet that we could get.   Benefits of a Total Community   As stated earlier, LSW has transformed how our Customer Support Center operates. Previously, the forum was moderated by manually refreshing the page to review the latest posts. And rather than having to figure out where the last moderator left off via sticky notes and email, the tool clearly indicates where the next moderator can start his or her shift.   In regards to digital strategy, LSW allows for a more controlled social environment, meaning that there isn’t as much of a fear factor as there once was when introducing additional social platforms. The ability to moderate the Forum, Facebook and Twitter from a single location, have an automated workflow, and metrics that would satisfy the most finicky of analysts, truly made a difference for our Customer Support Center.   Every post made on the Community, Twitter or Facebook comes into LSW so the team can moderate, escalate, and assist as needed, ensuring that no posts are missed, and that the team can quickly act on trends. The moderators are also able to provide feedback on product complaints and work with product managers at Canon headquarters to help resolve customer issues as soon as a post is made.    Total Community results   While we do not have specific numbers to share, implementing LSW has increased efficiency across the board. The only growth in Customer Support headcount has been when new social channels have been added to the mix. And not even in the quantity that was originally forecasted, which is a huge savings in what is possibly the most expensive cost factor: human resources.   The tool has also improved the moderation of specific hashtags and handles, making it easier to watch for tweets from specific individuals, as well as easily add new hashtags as we see something that needs to be monitored.   By using the filtering functionality, Customer Support is able to weed out tweets from spam-generating handles. This has ensured that the moderators are viewing relevant customer interactions rather than spending time closing out spam.   Lastly, the metrics coming out of LSW have allowed the Customer Support Center to get real insight into the productivity of moderators in a way that they haven't been able to before. This information has been useful for providing a good baseline to create future performance goals for the moderators as well as to schedule staff adequately in the present.   We have received positive feedback from our Customer Support Center, which gives us the affirmation that our solution is working, internally and externally. Here's an example of the feedback we recently received from our Customer Support Center:   We're really happy with LSW and the support team at Lithium.   I wish we had some way to compare pre-LSW to now.  Getting LSW is like going from filling out stacks of paper forms to getting a computer and doing everything electronically; it's such an improvement.  We previously had to record every fan interaction manually (name, date, comment, platform, etc.).  Now, everything is done in a few mouse clicks.  It's honestly made a huge difference in our productivity and has allowed us to concentrate on fan interaction instead of record keeping.        
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community (http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitter.... See more...
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community (http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitter.com/Foxtel, https://twitter.com/FOXTEL_Help Lithy category: Total Community All Star     Foxtel is one of Australia's most progressive and dynamic media companies, directly employing more than 2,500 people, and delivering a diverse subscription television service to both regional and metropolitan areas over cable, satellite and broadband distribution.   With our fast-growing customer base, almost 870k Facebook Likes and 100k Twitter Followers (as of 22 April 2015), the company required a robust and integrated solution to manage and service both customers and non-customers online – a fresh (but in-demand) approach to support and relieve the company’s traditional and heavily trafficked inbound/outbound call centre. Central to our needs was the ability to (1) respond to Social Media enquiries with accuracy, speed and ease and (2) create the online destination, Foxtel Community, to tap into the audience’s passion for our industry and product; increase customer advocacy and engagement; and achieve call deflection through peer-to-peer and self-servicing.   Enter Lithium.   Benefits of a Total Community     Foxtel Community and Lithium Social Web (LSW) are managed in-house by the Digital Customer Contact Team (DCCT). DCCT is responsible for helping existing and prospective customers with all Foxtel servicing enquiries received via digital channels:   With the team split across two sites at either end of the country, it was imperative to equip agents with the right tools, training and ongoing support to provide a seamless and cohesive customer experience. To this end, LSW enables and supports us to:   Respond to all enquiries directed to Foxtel in Facebook and Twitter Take account level enquiries ‘offline’ to manage via phone, email or chat Refer escalated enquiries to our dedicated Customer Resolutions Team Moderate and implement a ‘3 warnings and you’re out’ system for page rule breaches to create a friendly, productive environment for all customers Integrate reporting to the wider business for a full customer journey view Crucially, LSW also enables early detection, root cause analysis and communication of customer impacting issues. In addition to the above, Lithium’s Community enables and supports us to:   Communicate customer impacting issues and updates through to resolution Conduct pilot/beta trials (closed groups) Troubleshoot with customers, the leading driver of visits to Foxtel Community Host our dedicated blog, The Green Room, to educate customers on our core offering – our programming Promote campaigns and products to increase customer satisfaction and company revenue Share Foxtel brand announcements Offer peer-to-peer and self-servicing options for contact deflection Build rapport with customers and potential customers to grow customer advocacy Contribute ideas, feedback and innovations to Foxtel products and services Implement a gamification strategy to keep community members engaged and active, and create subject matter experts Provide 24/7 support to consumers on any mobile or fixed device Optimize our Community using built-in SEO tools   Our Total Community results   We aim to answer all social media enquiries (Facebook and Twitter) within two hours during business hours, seven days a week, while posts in Foxtel Community that haven’t had a peer response are actioned after 48 hours. In 2014, Lithium tools enabled us to action more than 480k servicing enquiries through social media, and play host to more than 920k unique visitors and 2.2 million page views. In 2015 (up until 19 April 2015), we have so far experienced 157k servicing enquiries through social media, 699k unique visitors, and 1.76 million page views.   Importantly, Lithium Community and LSW greatly assisted us to manage major customer events – including the launch of our new pricing and packaging structure and the launch of our latest Personal Video Recorder, iQ3 – that would have previously been challenging for the business to handle due to the increase in customer contacts.   Customer Advocacy across digital servicing continues to increase YoY as a result of structured workflow (LSW and Community) for digital servicing.    
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community (www.a1community.net)  Lithy category: Total Community All Star   A1 Telekom Austria AG ... See more...
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community (www.a1community.net)  Lithy category: Total Community All Star   A1 Telekom Austria AG is Austria’s leading communications provider, encompassing more than 5.4 million mobile communications customers and almost 2.3 million fixed access lines. The offers by A1 include voice telephony, internet access, digital cable division, data and IT solutions, value added services, wholesale services and mobile business and payment solutions. With four strong and established brands (A1, bob, Red Bull Mobile and yesss!) A1 successfully targets various different markets, ranging from premium quality to low budget.   A1 is part of the Telekom Austria Group which holds eight international operations in eight CEE countries. Headquartered in Vienna, A1 employs approximately 8,600 employees.   In 2014, A1 started its largest infrastructure investment with the fiber optic broadband roll-out in cooperation with the Austrian government and the national broadband plan.   Placing the customer at the heart of A1’s business has been key for the company’s ambitions to continue leading the Austrian telecommunications industry. This has been emphasized in the core values “Close to the customers”, “Simple” and “Trendsetting”. Hence, the A1 support community aims to provide the best service for our customers, to efficiently distribute the A1 brand and to use the potential of our crowd to develop new products, services and authentic user-generated content.   Through the Lithium community platform and LSW we could successfully tackle our main challenge to understand our social customers in more depth (360° social customer profiles). By modeling the social history of all interactions in LSW and using the behavioral tools of the Lithium community we can generate quantifiable ROI in terms of increased sales and reduced service costs.   We could also improve the following points of our social customer care processes:   Technical feasibility – Adequate infrastructure for growing visitor flows looking for digital service   Workforce optimization. – Considerable volumes of community requests can be efficiently managed by social media agents via efficient routing and prioritizing measures   Linkage between public network and owned social properties via Facbook tab application –Facebook users can be directed to our own knowledge site and get a deeper level of engagement and experience among an articulated and curated crowd   Peer-to-peer engagement – In the A1 Support Community users help users and with LSW social media agents can effectively assess and steer the need of providing additional answers to the user-generated content   Trend intelligence – By engaging community members in idea exchange boards and through intelligent tagging we can identify trending topics and connect them with observations from our other social media channels   Premature crisis management – LSW enables qualitative sentiment analysis of community content and helps to raise awareness for customer dissatisfaction with our service   Benefits of having a Lithium Community and LSW for our digital strategy   With our Lithium-powered Community and LSW we are able to exercise full control over the digital service topics incurring within the service tools of the A1.net online portal or on the other A1 social media channels. A specific process has been established for fast improvement measures where service issues were reported by community users. This process entails the identification of service issues, e.g. with the disrupted transmission of A1 TV on customers’ TV screens, by the A1 social media team. With LSW the social media team was able to assign new tags to this kind of issue and to observe the sentiments resulting from this topic. The service disruption as well as the magnitude of concerned customers was reported to the A1 customer and field service to prepare and sensitize all customer touch points. In a second step the A1 TV product management was informed and presented with the LSW analysis. Consequently, reasons for the service disruptions were analyzed and the product management could take up the depth of the issue by receiving daily updates from the community. The A1 TV product management team was also able to actively listen to the community discussions of the TV issues and the proposed solutions by members. As the share of negative sentiments towards A1 TV began to rise the corporate communications department was integrated in order to create unified statements regarding criticism in other media. Subsequently, a broader project team responsible for fast corrections of the detected issues with A1 TV was built. By involving the A1 social media team into the project, informal feedback and solutions posted by the community crowd were taken into account and directly integrated into the product improvements. Within 12 days A1 managed to provide A1 TV customers with a new interface, improved connectivity and a reduction in switching time.   The A1 Support Community currently counts 25,000 logins per month and has acquired 175,000 registered members so far. With an average real service substitution rate of 25%, A1 was able to save about 50.000 service interaction in January 2015 (calls and e-mails per month) and could therefore strongly increase its agent efficiency gains. What is more, although the amount of total community visits dropped in summer 2014 because community posts were then also integrated into the A1.net portal search the traffic began to soar up again in the following months. In addition, the weighted average for the real service substitution rate also increased and refers to an even more purposeful visitor stream.     With 80% of user-generated content A1 is also able to draw detailed insights from the community posts and create more innovative and competitive services for its subscribers.  
Company: HSN  Entry submitted by: Matt See (MattHSN) Director, Social & Games Community: HSN Community (http://community.hsn.com, http://blogs.hsn.com) Lithy category: Total Community All Star   HSN is all about making shopping FUN! Gr... See more...
Company: HSN  Entry submitted by: Matt See (MattHSN) Director, Social & Games Community: HSN Community (http://community.hsn.com, http://blogs.hsn.com) Lithy category: Total Community All Star   HSN is all about making shopping FUN! Great products and unique experiences that you can’t find anywhere else, plus exclusive access to celebrities and sweepstakes. The HSN Community makes that possible by connecting them with all their favorite HSN Hosts and Partners and introducing them to fellow shoppers just like themselves who share their passion for great deals & shopping!   Lithium Community & LSW provides a platform that empowers HSN to efficiently moderate, market, measure and scale conversation across owned and earned platforms including Facebook, Twitter and the HSN Community. It gives our customers a seamless experience across all devices to engage with HSN wherever they are and provides real business value back by driving quality conversation around HSN product, which in turn increases conversion through people looking for similar topics across natural search.   Benefits of a Total Community   Moderation work flows have become much easier to manage across multiple people on a team working 22-hours a day across multiple channels. Assigning moderation tasks and reviewing the analytics that LSW generates has provided more insight into the volume and sentiment of conversation happening, which has allowed us to be smarter as an organization and as a team when identifying new community guidelines, reacting to crises, and day-to-day community management. Lithium Community has allowed us to also remove redundant engagement platforms so that conversations are now ONLY happening on one platform, but integrated and optimized for all screens.   Our Total Community Results   +2,502.4% in Membership Y/Y +241.8% in Unique Visitors Y/Y +109.4% in Posts Y/Y +105.7% in Sessions Y/Y Stats are still growing this year. We’re seeing +40% in Sales Y/Y in Q1 this year.  
Company: Claro   Entry submitted by:  Iasmine Pereira (Iasmine) and Luciano Piva (Lpivap)   Community:  Comunidade Claro hdtv (http://comunidadeclarohdtv.claro.com.br/) Lithy category: Total Community All Star   Claro TV is a Brazilian ... See more...
Company: Claro   Entry submitted by:  Iasmine Pereira (Iasmine) and Luciano Piva (Lpivap)   Community:  Comunidade Claro hdtv (http://comunidadeclarohdtv.claro.com.br/) Lithy category: Total Community All Star   Claro TV is a Brazilian satellite pay-TV operator, controlled by Mexican company America Movil, one of the largest groups of mobile telephony in the world that, from 2006, began to adopt Claro brand in 16 countries of America. With over 3 million subscribers, Claro TV is now the fourth largest pay-TV operator in Brazil.      We decided to implement the Community and LSW because we wanted a new user experience for our brand which would bring with it key business and marketing opportunities such as: Call deflection; Reduced customer attrition; ROI optimization; Become an innovative player in the Brazilian Market; Create a CRM channel with our members and customers; Reduced Support costs.     Benefits of a Total Community   Both LSW and Community have been decisive in helping us be more effective on social channels and establishing a closer brand relationship with our customers.   The Community is a source of valuable content both for customers looking for solutions to problems and to Claro TV fans searching for the latest Claro news. To help direct our customers to the community from our main domain and ensure they can quickly find the information they need, the Claro TV website was redeveloped to include several various touch points to the community and federated search, leading to a 45% increase in Community page views.   In addition to our own promotion efforts, the community has benefited from seeing its content shared on the social web by some of our fans, expanding the community’s reach and driving engagement.   The Community also increased registrations for Minha Claro, an exclusive online account management tool for Claro customers. This increase is very important because not only is Minha Claro useful for future CRM purposes, the tool offers a number of support features that generate further call deflection from Customer Support.   With LSW we are able to unify support across social channels, and the agents are able to answer more questions in less time.  This productivity increase meant we were able to reduce the team while maintaining our SLA’s and volume of response.  The integration of Community and LSW means that we are able to link to community topics in our social responses, potentially reducing agents’ time to response while providing an additional means of promoting the community.   Our results   In the first 8 months of the ClaroTV Community and Social support through LSW we have seen impressive results:   40% month on month growth of unique visitors 23% month on month growth of registrations 18% month on month growth of new topics 86% customer satisfaction score for social support through LSW 50% increase in agent responses per day compared to our previous tool   On top of that, solution views continue to grow 100% month on month, increasing the reach of peer-to-peer solved topics and potentially contributing to support deflection.