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Lithys 2017: Palo Alto Networks - Social Support Champion

Lithys 2017: Palo Alto Networks - Social Support Champion

Lithys 2017: Palo Alto Networks - Social Support Champion

In 2016-17, we implemented the first ever Dynamic Translation for Forums on the Lithium platform.

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Palo Alto Networks logo1.pngCompany: Palo Alto Networks

Entry submitted by: Jeff Browning, Head of Global Customer Communities 

Community: Live Community

Lithy category:  Social Support Champion 

 

Palo Alto Networks is the next-generation security company maintaining trust in the digital age by helping tens of thousands of organizations worldwide prevent cyber breaches. With our deep cyber-security expertise, commitment to innovation, and game-changing Next-Generation Security Platform, customers can confidently pursue a digital-first strategy and embark on new technology initiatives, such as cloud and mobility. This kind of thinking and know-how helps customer organizations grow their business and empower employees all while maintaining complete visibility and the control needed to protect their critical control systems and most valued data assets. 

 

Our social customer service initiatives in 2016-2017

 

Deliver a world-class online support experience for our customers including the ability to reach our global customers via our Live community on their terms.

 

Launching the first-ever Dynamic Translation for forums on the Lithium platform

 

From a support perspective, our community (both discussion and knowledge) are key vehicles for enabling our customers to help themselves (and each other) on their terms. Despite having a world class (and TSIA and JD Power award-winning) traditional support team, our customer research shows an overwhelming desire to utilize web and community platforms to enable self-assistance and support. However, for a global company, that presents challenges when helping customers around the world. In 2016-17, we implemented the first ever Dynamic Translation for Forums on the Lithium platform. It enables both dynamic translation of discussion threads and enables users to interact in any of 6 languages, in any thread, regardless of the other languages being used in that discussion.

 

Our results

 

Within the first few months of deploying the solution, we saw between a 25%-66% uplift in participation from languages other than English. Further, because it integrates with Lithium Languages Packs, we’ve seen a significant uptick in initial posts created in other languages than English. This new capability allows us to do something previously only possible by creating multiple, standalone language-based communities which would have been financially impossible and would have fractured our user interactions across multiple sites. This changes the game for us and enables us to reach our global users on their terms