The result of driving our two community KPIs directly influences the overall monetary deflection savings of €4.4 million.
Company: F-Secure Corporation
Entry submitted by: Anna Blomstedt (Community & Content Manager)
Community: F-Secure Community
Lithy category: Support Savings Titan
For over three decades, F-Secure has driven innovations in cyber security, defending tens of thousands of companies and millions of people. With unsurpassed experience in endpoint protection as well as detection and response, F-Secure shields enterprises and consumers against everything from advanced cyber attacks and data breaches to widespread ransomware infections. Its products are sold in more than 100 countries and employs 1000 people in 25 countries.
Measuring monetary deflection savings
The main goal of the F-Secure community is to ensure our customer’s self-help success and reduce customer care costs through call deflection.
1. We can reach our goals, but are they right ones?
Many people prefer the feeling of accomplishment through self-help over picking up the phone and admitting that they don’t know how to do something. At F-Secure, we wanted to offer that self-help success to our customers while improving our bottom line.
Through our newly responsive community forums, rich knowledge base section, and API feed to our public web, we have done just that. But how to measure its success?
We were following the typical engagement metrics but were still confused about how to measure ROI. There are a lot of formulas out there, a lot of metrics available, but what is most accurate? What will our executives think? Are the numbers too high? Too low? To answers these questions, we took an analytics deep-dive.
2. A brand new formula.
With help from our friends at Lithium, we learned we needed to stop using unique visitors as the base for our community cost savings formula. Whether or not these visitors found a resolution is guess work. What if we used solution views instead? Better yet, what if we used solution views and then asked our customers if that solution was helpful.
So we turned on Value Analytics, started surveying our customers, and new deflection savings formula was born.
3. Not only do WE know our numbers are accurate now but our top management does too.
We continue to measure our engagement metrics but what we report to top management are a few specific KPIs:
Deflection savings formula
Via the Value Analytics survey, we ask customers if they purchased a product as a direct result of visiting the community. Using analytics, we can calculate the monetary revenue contribution.
Forum solution views & Knowledge base resolution rate
The result of driving theses two community KPIs directly influences the overall monetary deflection savings.
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