2020 Customer Awards: Google Local Guides - Better Together: Customer Engagement

2020 Customer Awards: Google Local Guides - Better Together: Customer Engagement

Company: Google Local Guides

Company background: Local Guides is an official Google program for Google Maps contributors who share their experiences by way of reviews, photos, business information and more with over 120+ million global program members.

Contact: Traci Cappiello

Title: Program Manager, Community

Related URLs:

Kudos Category: Better Together: Customer Engagement

1. Tell us about your integration as well as your goal and key strategies.
We currently leverage Community and Care to manage Connect for over 1M Local Guides. We’ve since become a super user, brand community with high engagement. Our Care integration has enabled us to free up our workforce to perform other work, such as content creation.

2. Share your plan with the target audience and how your digital technology helped provide a better customer engagement experience.
We use Care to create work queues to help us engage with our community members who need us most. Whether it’s an escalation or sensitive topic, we’re able to appropriately prioritize a high volume of conversations into a manageable queue, then assign conversations to the most appropriate point of contact.

3. What were the results? Tell us how it helped you meet your strategic goals. Please include metrics if possible.
Since implementation, we’ve adjusted work queues to ensure that no post that requires input from a Googler goes unanswered which has freed up bandwidth to increase work areas for our community management team. Care, our content strategy and community management approach has helped us to maintain a highly positive community sentiment over 90%.