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
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