Khoros Kudos 2024
The Khoros Kudos Awards celebrate Khoros customers innovating, improving, and scaling social media marketing, digital and social customer service, online brand communities, and the use of AI.
Recent Content
Lithys 2011: Best New Community: TomTom
Company: TomTom Category: Best New Community (Launched after June 1, 2010) & Best Community ROI Usecase Entered by: Kenneth Refsgaard (kendoji) Community Name: TomTom Discussions URL: discussions.tomtom.com Launched: March 1, 2011 Entry: We launched two weeks ago (March 1, 2011) but our community has been extremely active right from the start. We got a number of things right (thanks to all the support and advice we received from Lithium on best practices), including having all the recommended promotional plans in place, a good board structure, a nice and clean UI and thorough internal communication around guidelines. This has resulted in a smooth launch, with about 150 new registrations and 25,000 page views every day. From launch we also immediately had support from numerous knowledgeable brand advocates (from third party navigation sites) who have been picking up just about every question posted on the community. We thought it would take months before we had a vibrant community with active brand advocates answering all the questions - but it all came together on Day two! Using the Engagement Center ROI tally (tweaked with our own cost-per-incident), in our first two weeks we handled 20,000 cases and delivered a value of 150,000 USD!!
2022 Customer Awards: Thermo Fisher Scientific - Best-in-Class: Social
Company: Thermo Fisher Scientific Company background: Thermo Fisher Scientific is the world leader in serving science. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Contact: Sarah Simmons Title: Social Media Manager - Community Lead Related URLs: https://www.thermofisher.com/us/en/home/connect-to-science/be-inspired.html Kudos Category: Best-in-Class: Social 1. Tell us about your unique marketing campaign and/or promotion as well as your goal and key strategies. "This is How I Science" is a video series featuring an incredible group of six Black scientists discussing the fieldwork that they’re doing, the challenges and the obstacles that they face, and what it feels like to be underrepresented in the scientific community. The goals of this campaign were to promote diversity and inclusion in the science community, provide Black scientists with a platform where they could reach a broader audience, and improve brand sentiment. 2. Share your plan with the target audience and how your digital technology (e.g. social media management platform) helped drive success for the campaign. Our key strategies were to promote the videos via social channels and promote use of the hashtag #ThisIsHowIScience. We used our digital technology for social listening and social promotion to help reach a wider audience and drive success for the campaign. 3. What were the results? Tell us how it helped you seize new revenue stream opportunities, serve customers, protect your brand and/or grow your business (increased subscribers, engagement increase, increased awareness).Please include metrics if possible. The TiHIS campaign well exceeded our goals. In the first four weeks alone, the videos received over 120,000 views across all social platforms, 70,000 engagements on social posts, and over 1,800 engaged visits to the site.
Lithys 2013: Canon - Best New Community
Company: Canon Entry submitted by: Patricia DiPasquale (pmdCanon) Sr. Manager, Internet Marketing Community: Canon Forum (forums.usa.canon.com) Lithy category: Best New Community ________________________________________________ The Canon Forum has been a long time in the making. Not being permitted to respond on other forums, we wanted one of our own, although the risk factor was high since it would be living on a Canon property. Our risk mitigation plans had to be spot-on and accepted by executive management, as well by the Canon Call Center since they would ultimately be responsible for moderation. After great success with our Facebook launch, we knew the community would appreciate a forum hosted by Canon, and we were proven right. Going with best practices, our Web Intelligence team scoured the web for active, positive, passionate Canon advocates to participate in the beta release. All who were invited were excited to be a part of the launch, with one gentleman making his way out from the wilderness to find a signal in order to respond. We gained a great deal of valuable insight from these Pioneers—as we have tagged them—from functional issues to suggestions as well as asking what was to be expected from a Canon Forum… both how Canon would participate and what the members would be able to discuss. The Canon Community is vocal and passionate, leaving us to walk a fine line between providing information when possible and remaining quiet when it would otherwise spiral out of control. The Forum was implemented to provide both a place for these passionate Canon fans to congregate with like-minded people as well as allowing Canon to hear the voice of the customer, meaning, hearing firsthand what people were saying. We want to know the good, the bad and the ugly so that we can learn from it. Our initial marketing plan included a post to Facebook, a press release and an email to our over 2MM person email list. However, the spike in registrations we saw after the Facebook post (1) and Press Release (2) went viral (over 1,000 registrations in a single day!), caused us to postpone our email plans. Our Call Center was just beginning to get acclimated to this new platform, and feared that the email might be too successful and overextend their resources. The Canon Forum was launched publicly on November 5, 2012 and since then we have accumulated over 5,100 registered users and have over 2.8MM page views. Of those registered users, almost half are Contributors, with less than 1% of the Contributors (17 members) providing 27% of the content. The Community Health Index (CHI) score is a respectable 525. *Top 17 are comprised of Frequent, Super and Valued Contributors As of March 10, 2013, the stats are as follows: Just recently, two of our members became Super Contributors and another became a Valued Contributor, rank levels 9 & 10, respectively. They have 778 posts, 17,068 page views, 224 kudos received, and 22 accepted solutions between them. And this was in a just under four months time. We went from 5 boards to 16 boards in a matter of weeks. As expected, the Camera board grew the quickest, first splitting into three boards and soon thereafter splitting into the seven separate boards that it is now. Our moderation rules are such that Canon will not respond for at least 48 hours, unless it is something that cannot be answered by the community, such as a warranty question. But when it’s a question of quality, it is the Canon way to be quiet until a full review has been completed by the parent company (Canon Inc.), which is something we know isn’t acceptable in the social arena. It didn’t take long before an issue bubbled up from other forums and an investigation began in earnest. First we responded by saying only that we got the message, but once the issue was determined, details of the cause were revealed and that a firmware update would be released as soon as it was ready. The community was ecstatic—even though the solution wasn’t ready to go—and the thanks came pouring in no sooner we announced that a fix was in the works… 25 minutes to be exact! This occurrence has made it crystal clear to executive management that the Community is beneficial, even when the news isn’t good. We are working out faster response times that will benefit both Canon and our end user. And now that we have gained the trust of our most ardent fans, we will continue to listen and respond in a timely manner, without shying away from hot issues. The next steps for enhancing the Forum will be to have a bi-monthly “Chat with an Expert” events. The Forum has provided the opportunity to interact directly with our customers, and from there, almost anything is possible!Lithys 2013: Google - Best Superfan Story or Insight
Company: Google Inc. Entry submitted by: Agata Kryzsztofik (Agata) Community Program Manager Community: AdWords Community (http://www.es.adwords-community.com) Lithy category: Best Superfan Story or Insight ________________________________________________ Our superfan story shows how like-minded and passionate Community members can take the lead and create high-quality, engaging content around their favorite product without any involvement of the Community Manager. All you need to do is to bring them together! After the Google AdWords Communities Summit (October 2013), when we brought all of our global Community superfans to California, our Spanish Top Contributors initiated a project aimed at creating AdWords performance user generated content. Project included: 1. YouTube channel with content around online advertising 22 videos, 2-9 min. each Channel location: http://www.youtube.com/user/proyectosem/videos?view=0&flow=grid&sort=da Fun fact: first videos were shot in Mountain View at the Google campus and in San Francisco straight after the Google AdWords Communities Summit. 2. Integration with Community Top Contributors proactively promoting videos from the YouTube channel in the AdWords Community creating new performance content, engaging other users in discussions and providing advice on how to be successful with AdWords.2022 Customer Awards: Midco - Best-in-Class: Digital
Company: Midco Company background: Founded in 1931, Midco is a leading provider of internet, TV, phone, advertising & data center services in the Midwest. More than 440,000 residential and business customers count on Midco services in 400 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. This year, Midco was rated the best for Residential Internet Service Satisfaction in J.D. Power’s West Region. Not only was Midco ranked #1 for overall customer satisfaction, but they also received top scores for Performance & Reliability, Communications & Promotions and Billing & Payment. Contact: Kevin Perry Title: DIGITAL CX OPS MANAGER Related URLs: Kudos Category: Best-in-Class: Digital 1. What challenges did your organization face that required a digital strategy? Provide details on the issues you were trying to resolve or the goals you were trying to achieve. (e.g. reducing handle time, improving CSAT, reducing per-interaction costs, etc.) At the beginning of 2021, it became evident that Midco needed to solve two things. 1) How to keep up with the ever-expanding and ever-changing digital world our customer base is quickly adapting to. 2) How to leave customers feeling just as connected and valued as we do in verbal conversations. 2. Which elements did you implement as part of your digital solutions? Include details on the channels or tools you added, where you implemented AI or automation, and how your solution was unique. Midco implemented a Khoros Chat Bot on their website. This accounted for 46,922 (24.36%) of the total interactions; 26.74% of those never had agent interaction. Midco put a big emphasis on tone but also ensured easy customer off-ramps to maximize ease of business for customers. 3. What specific results were you able to achieve? Please include key success metrics. (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.) The Bot was able to save roughly 1-2 FTE over the course of the year, and additionally lead to more meaningful conversations with agents. With a focus on tone in both agent and bot interactions, C-Sat went from an average of 4.574 in 2020 to an average of 4.638 in the past 12 months.Lithys 2014: AppDynamics - Lithium Platform Innovator
Company: AppDynamics Entry submitted by: Steve Levine (appslevine) Senior Product Manager, Community Community: AppDynamics Community (http://community.appdynamics.com/) Lithy category: Lithium Platform Innovator We are a leader in the explosive Application Intelligence space. Our users are very technical and we provide enablement to this audience through our Lithium Community. We strive to maximize customer satisfaction and adoption and see that clearly in the stats coming from Lithium Social Intelligence each week. The community is linked from our .com site, directly through our software product and outbound e-mail marketing campaigns. We also obtain subscribers through organic search on the web. Our boards are divided into a small number of product categories. By creating hoards of new company-generated rich media content alongside user-generated, we now believe to have the algorithm for technical enablement and have measurable results coming in regularly. In order to create a framework where product management, engineering, education, customer success and the SE orgs are able to create their own enablement content on Lithium, we devised an HTML/CSS widget scheme with some 40 different templates. The framework allows Idea boards to be used to host completely custom page layouts implemented by widgets. This includes video embedded players, image lightboxes, styled titles and body text with standard layout rules. We stage new content right on production using a ‘curator’ role assigned to reviewers. Our own page code enforces this so it isn’t seen by the public until we unlock it. We also moved all of our Studio components into an offline Ruby environment called ‘Middleman’ which is used in conjunction with GitHub to stage content and code outside of our Staging site before pushing it. This way we created an optimized, development environment spanning multiple time zones and geos. We can now adjust and preview any Studio function offline in our Middleman environment before pushing to stage and then test in stage before using Studio Publish to push to prod. Robots push the studio components back up from Github in seconds and can do it incrementally. We provide what is represented inside the AppDynamics circle. Average users come in with questions and lacking knowledge, and the advanced/expert users and AppDynamics team help them become experts themselves. This is based around Content > Experts > Analytics as depicted in the below graphic. We have measured increased subscriptions and higher engagement metrics in the new content areas. Our traffic in the 90 days prior, from September 2013 to December 2013 was 70k page views, 20k visits with 10k uniques. In the 3 months since the new content went live, from Dec-20 2014 – March 20, 2014 views increased 15% to 80k, visits 18% to 24.5k and uniques by 24% to 12.9k. We have also seen heavy downloads of our product extensions which are hosted on the community. Product extension downloads went from 0 to approximately 600 in 3 months. Extensions development grew from 0-62 in that same period. Sales have queried community engagement metrics during land and expand lifecycles in order to leverage user behavior against sales strategy. Additional Technical Accomplishments Front-End Development Approach In order to refresh and re-layout our community site from scratch, we needed a hi-fidelity approach to customization. Using studio with its myriad browser-based text editors was not going to provide the version control and scalability we required. We completely refreshed both the CSS and layout substantially and ran code on every page to hide most of the HTML coming down from Lithium and replace it with modified page code. This allowed us to mash up REST calls to Lithium’s back-end with our custom layout code to get the pages to look like we needed them to, including the home page. We did this efficiently by timing DOM loads with code execution (JavaScript) so the user experience remained sub-1-second. By using GitHub to maintain all development branches, we rarely experienced an out of sync codebase. Teams in India and the US worked independently on separate branches with no conflicts, saving precious time during rapid deployments. (2-week agile sprints). We also maintained the ability to deprecate code and revert production in the event of regressions. Our progress was hyper fast with an extremely low bug count and we refreshed and rebuilt the community in 6 months, faster than any other project of this magnitude in the company’s history. Custom User-Based, Off-Site Analytics Facility Initially we did not have an API to retrieve user behavior against actual users at scale. However, we were able to implement page code that monitors button events for downloading product extensions. Each time a registered user clicks this button, we capture their user info, time/date and the extension they downloaded and store it in an offsite Django-based MySQL db. We can then pull log files of these actions and generate dashboards of this behavior. This is very useful to sales teams in the midst of upselling enterprise customers. In addition to our custom analytics we also instrument every page of the community with Google Analytics tag code and report it (minus user info) to GA.
2022 Customer Awards: Randstad USA - Partners for Life
Company: Randstad USA Company background: Randstad USA is a wholly-owned subsidiary of Randstad N.V., the largest HR services company in the world. It offers staffing and solutions for employers hiring finance, technology, warehousing, administrative roles and more. The organization serves a diverse range of employers, from small mom-and-pop shops to enterprise-level corporations. Its mission isn’t only to fill positions — it’s to place qualified candidates in positions to succeed. Contact: Karen Pace Title: Dir., Social & Content Marketing Kudos Category: Partners for Life 1. Describe your partnership with Khoros. Tell us about which Khoros teams you partner with (e.g. Strategic Services, Professional Services, Customer Success, etc) and the outcomes you were hoping to drive. Randstad USA had been using Khoros (Spredfast) since 2015, however, they weren't using the tool to its fullest potential. They were using the tool mostly as a scheduler. No segmenting, planning or reporting. We have used Marketing, Experiences, and Product Coaching. We have worked with Customer Success and Marketing, Atlas Teams, Customer Experience & Operations. 2. How have your Khoros partners helped you shape your strategy and align your people and processes? In 2016, our new team met with the Khoros (Spredfast) team to learn about the platform and explore ways to adapt it to our needs. Randstad USA is a complex organization with more than 10 lines of business, 44 social accounts, four initiatives, in three countries. We were able to adapt, streamline, and create a unique model for our needs. Here are a few examples: Plans: Instead of using Plans as a Campaign Tracker/Manager, we used it as an evergreen Line of Business Manager. When combined with Calendar and Reporting, we get exportable, segmented and easily identifiable Content Calendars to share with stakeholders. We worked with the Khoros team to develop this alternative approach to Plans in the early days of Plans and it continues to work for us. Labels: Randstad USA has varied audiences, campaigns, tactics, etc. and we need to provide Analytics and /learnings for all of it. We worked with the team to identify key Label strategies to allow us to report from the 90,000 ft view and develop learnings from the 10 ft view. (example attached) Labels and reporting have allowed us to make social and business decisions that would not have been capable without this tool or the Khoros partnership. (see Randstad USA's Best in Class: Insights Kudos Award entry) Experiences: Randstad USA has used Experiences in numerous ways, but here are two especially unique ways that we used the tool: We used linkable (shoppable) to drive donations for Ride for Myriam. As the tool pulled images into the platform, we turned those images into clickable content that drove users to the donation website. https://www.facebook.com/rideformyriam/ We used Experiences in our first-ever Influencer Marketing campaign in 2019. We partnered with influencers to talk about workplace fashion and pulled that content into website articles. Additionally, we layered in user comments and engagement on the content to enhance the overall story and expand the brand, campaign and influencer reach. Approvals and Workflows: Our complicated structure and varied organizational workflows meant that we needed a strong infrastructure that could be used by users with different access levels from different departments in different countries. Our Khoros team worked with us to develop unique Roles and Users inside of Workspaces. We have four types of Company Admins, and three types of Editors. Even with our complicated system, no post goes to social without moving through a complicated approval process. Khoros helped us understand what was possible inside of a structured and protected system. 3. What successes have you experienced because of your partnership with Khoros? How are you better able to deliver your strategic priorities and deliver value back to your business? Please include metrics if possible. Using the tool in the intended ways, and in creative ways, we were able to have a high-functioning, adaptive, responsive, and extensive partnership tool, rather than just a simple scheduler.2022 Customer Awards: NortonLifeLock - Best-in-Class: Digital
Company: NortonLifeLock Company background: NortonLifeLock is a global leader in consumer Cyber Safety. We believe the digital world is only truly empowering when people are confident in their online security. For more than four decades, our experience in cybersecurity and identity theft protection lets us help people live their digital lives safely. Our award-winning products and services span across multiple brands including Norton, LifeLock by Norton, Avira and more. We continue to evolve our device security, online privacy and identity protection solutions as emerging cyberthreats do. We are the consumer's trusted ally in an increasingly complex and connected world. Contact: Charlie Sathyaraja M Title: Supervisor, Community Mgt Related URLs: Kudos Category: Best-in-Class: Digital 1. What challenges did your organization face that required a digital strategy? Provide details on the issues you were trying to resolve or the goals you were trying to achieve. (e.g. reducing handle time, improving CSAT, reducing per-interaction costs, etc.) At NortonLifeLock, being a multi-brand company, we place a high focus on being there for our customers 24/7. We recognize that engagement is the heart of social media support – social media communication is a wonderful way to build relationships with our customers and to showcase value that sometimes doesn’t become fully realized in one-to-one conversation. In light of social support being an expanding avenue, we wanted to ensure that we have 360 coverage to agiley answer any customer inquiries that flow into our social channels. Overall, as a company that provides support on a variety of social channels, managing quicker response times could sometimes be a challenge. However, by utilizing Khoros Care,, we were able to handle this challenge and to maintain a response-time threshold of less than 15 minutes for our L1 English queue. 2. Which elements did you implement as part of your digital solutions? Include details on the channels or tools you added, where you implemented AI or automation, and how your solution was unique. To ensure we keep support continuity across our social channels – like Facebook, Twitter, Instagram, and LinkedIn, for example – and to ensure our community feels engaged and supported, we utilized CRM integration. The utility of CRM integration helps our agents keep track of previous customer cases from a variety of support channels whether it be through chat, phone, or social. As a result, this makes sure that our team is up-to-date with customer’s concerns both past and present, and allows us to avoid asking questions they might have encountered by using another support resource. 3. What specific results were you able to achieve? Please include key success metrics. (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.) Khoros Care has been tremendously helpful by helping our agents stay on track in regards to their performance. Further, it’s increased their efficiency! As response time is one of our key metrics for our L1 English queue, we’re able to stay within our goal of less than a 15 minute handle time. <Supporting visuals: Please include any supporting visuals/graphics into your above answers. Insert them into your text copy, so we’re clear on desired positioning of the graphics. We will accept videos for this entry. All videos must be submitted as publicly viewable links on YouTube or Vimeo.>Lithys 2016: Sony Interactive Entertainment / PlayStation Europe - Community Design of the Year
Company: Sony Interactive Entertainment Europe / PlayStation Europe Entry submitted by: Javier Tenes (Community & Support Manager) Community: PlayStation Community Lithy category: Community Design of the Year Sony Interactive Entertainment Europe (SIEE) is the central support organization for over 100 countries in Europe, Africa, the Middle East and Australasia, marketing the world’s most popular computer games platforms – PS one®, PlayStation®2, PlayStation®Portable (PSP), PlayStation®Vita, PlayStation®3 (PS3), PlayStation®4 (PS4) and the ever-growing online PlayStation®Network (PSN) platform. SIEE main challenge for nest years is to consolidate the world of virtual reality through PlayStation VR. Our community goals Our main goal is to create brand advocacy and loyalty through community by connecting like-minded people and immerse them in a unique world of gaming. We give users the sense of be part of the brand. We have proved with data that a well-engaged community member is synonym of a high spender player and therefore leveraging community to generate engagement is one of our main goals. Our community active members appear always within the exclusive segment of very high spenders of our PlayStation Store and therefore increasing that group of active and well-engaged members is key for us to generate revenue through community. In addition, our community is the creation engine of the most extensive database of solutions and recommendations for PlayStation. A community self-support scheme that boosts our CSAT score. “The Gamer” is at the center of our brand strategy and therefore our six community pillars (discovering, connecting, cooperating, competing, sharing, and recognition) converge with our brand needs. PlayStation is #4theplayers and therefore PlayStation is for the community of players. Our unique community design Our design is unique and can’t be compared to any other Lithium community or any other community in general. Over the past years, several internals teams including community managers, designers, data analyst, developers and project managers, have worked side by side to change the “out of the box” face of Lithium’s community platform and create completely customized UI, which follows an irreverent and funny style that fits perfectly into the culture of our main audience: the gamer. Because we are a community of gamers, gamification breathes at the core of our design concepts. In addition, we have aligned our platform’s look and feel with rest of official PlayStation sites such as our main website PlayStation.com, in order to provide our users with a unified UX across all PlayStation online entities. We have tried to move away from overpopulated pages with several widgets and CTAs and move into a more minimalist design that clearly defines the function of each page within the overall user journey across the platform. SIEE / PlayStation is a big retailer company with several key products & services our community is interested in. Thousands of messages are posted each month about these products & services and therefore our designs always aimed to facilitate a dynamic navigation between different topics within the community. Provide our users with at a glance view of our latest and most popular topics is a must. We have introduce an additional navigation bar which help users to navigate across their personal community areas (profile, notifications, Private messages and settings) with just 1 click. Finally, as our community is divided between supports and not support areas, we have introduced clever design concepts to help us routing visitors to the right place of the community depending on their necessities. Those designs always maintain a gaming style to maintain the platform in harmony . All these concepts are extrapolated to our new responsive designs: How we executed our community design Our design approach is one of the key elements for achieving our community goals focused on supporting our overall marketing strategy. A Community Steering Committee, a group of people with different expertise such us community managers, data analysts, UX designers, developers…, manage the different phases of executions for those objectives. A group of Community Managers and other Marketing peers work together to define the list of key community priorities for next year. These objectives need to be validated by Senior Management and once that happens, the Steering Committee start working on them. As kick off point, our Analytics and Reporting team put together a list of reports and analysis suggesting different tactics to approach our objectives. The Community Steering Committee have then different brainstorming sessions supported with those analysis and suggestions, including users surveys results, which will finally crystalized in a well-defined community strategy. Once the community strategy is established, the designing team lead conversations around what design changes are needed to support the strategy, and they put together different mock-ups to illustrate that. Those design concepts / mock ups are reviewed and signed off by the Community Steering Committee. A report focused on technical feasibility of the new designs is created by the Technical Development team as this stage too. We always have assigned a Project Manager who creates the project’s specs and scope, and keeps stakeholders updated with the project status all the time. The Analytics and Reporting team suggest KPIs to measure the new designs’ success once they go live and which are included within the project’s specs. . The Project is signed off by The Community Steering Committee and ultimately by the Director of Consumer Experience in SIEE which gives the green light for the development works to start on Lithium Stage. Once a design change(s) is/are implemented on Stage, they are fully tested in house as well as by a group of selected community members, before we push it live to our community. After going live we measure on a monthly basis how the new designs help to achieve our objectives. Our design excellence results Number of pages views per visit after introduce new navigation design elements Visits to boards from homepage before and after the implementation of the popular topics module Visits to support boards form homepage after introducing our CHI progression afterLithys 2015: Ooredoo - Excellence in Customer Satisfaction
Company: Ooredoo Qatar Entry submitted by: Muna Barakat (monabarakat) Community Manager Community: Ooredoo Community (http://community.ooredoo.qa/) Lithy category: Excellence in Customer Satisfaction Ooredoo Qatar is a telecomm company based in Qatar. It is the first telecom company in the country. Ooredoo is a provider of mobile services, wireless and wire-line services, entertainment services, and content services, with varying market share in the domestic and international telecom markets and in the business (corporations and individuals) and residential markets. Ooredoo went international few years back to include eight other telecom companies in countries such as, Kuwait, Oman, Maldives, Myanmar, Tunisia, and Algeria. Today, Ooredoo serve more than 90 million people internationally. However, our Ooredoo Community is cozy when it comes to size. We focus on Qatar’s market that has around 2 million people. We launched Community on May 2014, so we are barely one year old. Our 2014 customer satisfaction intiatives Every person in Qatar has at least one device or service from Ooredoo. Due to our verity of services, we have high pressure on our customer service. Although we support our customers on many online and offline channels such as our website, Facebook, twitter, snapechat, instagram, call center, and shops, but we wanted to do the extra mile and offer our customers a unique experience where they can get help from their peers. This is where Lithium role comes! We launched our forum around a year ago, but we are already seeing it grow nicely with members, quality content, and getting picked up by Google Although we haven’t done aggressive paid campaign, so this growth is mostly organic. Ooredoo’s initiative to always offer what is new and different is what attracts customers to it. Peer to peer, social support forum, such as the solution that Lithium offers isn’t a common trend in Qatar or even the region. Being the first of its kind has pros and cons because it is harder to educate the public about these forums. The choice of having a young female community manager is also an indication of unorthodox practice, because Ooredoo is all about the end result and not following what is common or average. Being keen on customer satisfaction, we wanted to hit three main areas: Humanize our brand Weather you are an Ooredoo staff or regular customer on Community, we encourage the user to show his character. Our style of writing is more casual. The result? Customers started to change the image of a faceless corporate, and having names associated with Ooredoo such as the team working on Community like me, and other Ooredoo staff members. Own our content You saw a solution of how to restart your Wi-Fi device of Facebook five months ago. Today, your Wi-Fi started to act up and you need this valuable post, could you find it? With many social media channels like Facebook, twitter, and instagram, it is very tiring and sometimes impossible to find old content. Owing our content meant hassle free to our customers. And it was a win/win solution for our product team that could monitor feedback and gain market research info in a way, AND our customers who don’t have to wait on the phone for many cases. A hub for customers to share, chill, and be heard Increasing enthusiasm level toward our brand get personal with our customers, know who they are, what changes they need, and what they like to watch as a movie so we can include it on our Mozaic service, and many other scenarios. Our results There is a causality effect between Community and decrease in customer complaints, but we don’t think it is a direct causality. However, we have many posts from our super-users, and active users who expressed their satisfaction, or promoted our Ooredoo services on Community countless times, such as this topic that gave a review to our most common services: This is an example of a user (who’s not a super user) who gave review on Mozaic service. In return, one of our senior experts on Mozaic replied to every points the user gave, provided future plans, and offered beta trail chances for the user to test. Here are some of the reactions:
