Author Details:
- Name: Anthony Pichardo
- Title: Product Manager
- Company: Visa
Tell us about you, your company, and your team?
Launched in 2016 the Visa Developer Platform continues to explode in growth, currently averaging 8 billion API calls each month. The portal is the face of Visa’s digital-first strategy and is compromised of a developer portal, community platform, API gateway, and service components used to enhance product and client experiences. Myself and Sophie are the product managers supporting the developer experience and community platform.
How does your role and your team support your company and its goals?
My role is to lead the developer experience team which is inclusive of our developer center and community platform. As a team we strive to provide our developers with the tools and resources they need to discover and implement our suite of products.
Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve?
Our team uses Khoros Community to engage with our customers in a dedicated channel of choice with expert support and like minded peers available to connect in real time. We focus on improvement at the platform level, inclusive of the developer and partner portals. The community helps to enhance the Visa Developer Platform as the single, trusted, and open platform that easily serves all client developer solution needs. Our community solution was intended to solve the challenge of how to create a quality customer experience that leveraged self service to provide cost savings through contact deflection. We decided to use Community for this challenge as we see it as a way to have a better branded experience and we knew we would be able to scale the service at a lower cost due to the inherent self-service nature of communities.
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.
In addressing the challenge of driving Community self-service, we wanted to foster and encourage peer-to-peer engagement to improve quality of member interactions and to increase customer trust and advocacy. This has involved improving process efficiencies and streamlining the onboarding experience for clients, including leveraging the community and documentation to provide better support and responsiveness to customer feedback. The focus is on reducing time it takes for clients to start using their APIs, with the community able to deflect initial questions that are easily answerable by us fostering and encouraging peer-to-peer engagement. In addition to our Community team, this also involved the Customer Success team who provide a lot of the customer support and manage all the customer intake channels.
What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
In the last 12 months, this has resulted in an estimated $3.5M of cost savings in support deflection. We have also seen a 16% improvement in Registrations this year compared with last year.
What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
We have achieved a 59% resolution rate in our Community over the last 12 months, with customers not needing to go anywhere else to have their question answered. Also, our Accepted Solutions have increased 20% from the previous year, giving us an overall resolution rate of 22%. We want to make sure we have a healthy resolution balance i.e. not resolving everything and encouraging discussion and active involvement as customers leverage the community as part of their overall Visa Developer Platform experience.
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 flexibility of the Khoros Solution has been very helpful in achieving positive results each year. Initially Khoros worked with our UX team to help design the Community with our users and brand in mind. This year we have seen a 16.1% increase in New Members compared with last year. The amount of data we are able to review also enables us to target focus areas and give meaningful feedback on success we are having with the larger business goals. It means we have a better understanding of how to engage with our Developers and what they want.
What parts of your experience working with Khoros enabled you to address the need or challenge?
The capabilities of the platform, such as the admin console make it easy for myself and Sophie to manage. Our Khoros CSM, Ben, is also very helpful in collaborating with us on areas we are being successful in, areas we can grow and also new functionality / changes that can help in our goals. The extensive data and KPI reporting also make it easier to share data with the wider business. For example, we have multiple metrics to show how new developers are discovering the Community, such as Number of Visits, Registrations and New Visitors, which all increased over the last 12 months.