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Case Study: Virgin Mobile Australia

Retired Community Manager

virginmobilecasestudy.png

 

In this success story, Virgin Mobile Australia CEO David Scribner discusses how a Lithium community is making a difference at Virgin. 

 

Rather than hire more call center associates, they choose to develop a social customer community and today, have a thriving, vibrant community that has decreased call center costs, improved customer service, and continues to herald Virgin as an innovative brand.

 

 

 

Here are some of Virgin Mobile’s impressive stats:

  • Mobile adoption on community is 35% and growing daily
  • 300,000 page views per month
  • 435 – peer-to-peer accepted solutions
  • With the help of community, Virgin is amongst the top four mobile providers, and have the only positive NPS in Australia

 

Check out this success story

1 Comment
Honored Contributor

Thanks for sharing guys. I'm curious how to obtained the number of peer-to-peer Accepted Solutions as I think its a good metric to report on. 

 

Cheers,

 

Jason

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Last update:
‎09-08-2014 02:46 PM
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