Author Details:
- Name: Glenn Dobson
- Title: Manager, Community and Social Media Support
- Company: GoTo
Tell us about you, your company, and your team?
GoTo believes that in a flexibility-first world, great work can happen anywhere. That mindset has helped us fulfill the promise of reliability, connection, and simplicity for tens of millions of people through our portfolio of products, including GoTo Connect, GoTo Webinar, and LogMeIn Rescue.
How does your role and your team support your company and its goals?
The GoTo Community team utilizes a two-pronged approach to support our Company goals. The first focuses on Customer Support and Success which we achieve through a tailored proactive approach based on our members' feedback. The second focuses on Customer Education and Product Innovation so that our members receive more than just a Solution and our Product teams not only see a feature request, but also a use case supporting it.
Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve?
The GoTo Community is the combination of two existing communities, and as a result offers some unique challenges. Made up of thirteen different product communities across three lines of Business, a one size fits all approach has never been an option. While Customer Support and Success is a universal goal, what that means varies between each member group. We work cross functionally with multiple teams across GoTo, often providing a deeper level of understanding of our customers and their needs.
Our thirteen communities range from mature (10+ years), to newly established and growing. With each we strive to understand their unique needs and preferences, and then provide support and engagement that is accurate, timely and delivered with empathy.
What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved.
One of the biggest challenges we have faced recently is the introduction of a new generation of products. Change is always challenging, especially when your customer base is comfortable with your legacy solution. We utilized our community to capture detailed customer feedback critical to our Product teams. Our members aided in identifying areas that needed more attention as well as quality of life improvements earlier in the process.
GoTo Community
What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
By focusing on decreasing the time to first reply and proactively sharing product development we were able to improve our Community Experience Survey results by 10% (YTD avg), resulting in increased contact deflection and customer retention.
What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
By focusing on decreasing the time to first reply and proactively sharing product development we were able to improve our Community Experience Survey results by 10% (YTD avg), resulting in increased contact deflection and customer retention.
What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved?
The GoTo Community allowed us to gather more detailed feedback from our customers and provide our Product teams with more context around their in product survey results. It empowered us to have real conversations with our customers and provide them with information and solutions in ways that answered their specific needs.
What parts of your experience working with Khoros enabled you to address the need or challenge?
We have always benefited from the fantastic support Khoros and our Account Manager provides, but the shared knowledge of the Atlas Community members cannot be understated.