Company: Zuora
Contact: Lana Lee (Support Community Manager)
Community: Zuora Community
Lithy category: Support Savings MVP
Zuora’s Relationship Business Management (RBM) solution helps businesses launch or shift products to subscription, implement pay-as-you-go pricing and packaging models, gain insights into subscriber behavior, open revenue streams, and disrupt market segments to gain competitive advantage. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, San Francisco, London, Paris, Munich, Beijing, Sydney, Tokyo, Amsterdam, Vienna, Copenhagen and Stockholm. Clients come from a wide range of industries: media, travel services, consumer packaged goods, cloud services, and telecommunications. Clients include Financial Times, Schneider Electric, Box, Honeywell, NCR, RTL, lynda.com, The Guardian, YP.com, BlueJeans, Shutterfly, TripAdvisor, Vivint and Trulia.
How our community meets our customer care business goals
The Zuora Community is a one-stop destination for our customer and partners to discover “just-in-time” solutions through peer-to-peer collaboration and easy access to knowledge documentation, contribute and vote on product ideas, learn about new product releases and grow in their Zuora expertise.
Using our Zendesk integration with our Community, any non-Zuora community post that has no intial response within 48 hours will automatically create a Zendesk ticket. Once a Support agent answers the Zendesk ticket, the answer goes back to the Community as a response and is auto-selected as an accepted answer. With over 30 support agents in our global Customer Support Services and Community team, we ensure that no issue is left unattended.
Our Community uses Lithium’s topic discussion boards, blog, ideas, forums and user group features to engage with our customers:
- Our Topic Discussion Boards provide a collaborative space for customers to ask questions from Zuora staff and other users, gain credibility via kudos and accepted answers and share best practices.
- Our Announcements area informs customers about release notifications and product updates and allows Zuora to interact with our customers when they have questions.
- The Ideas forum is our most popular area because it allows our customers to interact with our Product Managers to potentially impact our product roadmap.
- We use User Groups to help connect users before events, network with each other locally and grant access to limited availability programs where customers can provide feedback to product managers on our latest releases and new features.
In only 3 months, at at an average of 20k page views per month, we trust that the Zuora Community is a “home run” for our company and we look forward to its bright future.
Since our Community launched, the reduction of support tickets was seen immediately which gives us time to become more focused on strategic initiatives such as customer advocacy, SME training, and increasing product adoption through self-service.
Our results
Within a week of our community’s launch, the Support Team saw a 9% reduction of support tickets. Now, in our third month post-launch, we have reduced support tickets by 11% - proving that the Zuora Community is rich with content that helps our customers easily find the information they need to power their subscription business.