The most important customer issue we aimed to solve with our community was to build a top forum for customers to easily and quickly find answers to their pressing questions.
-----------------------
Entry submitted by: Magnus Olofsson (Social Media Service Manager)
Community: Sony Xperia Support Forum
Lithy category: Support Savings Titan
Sony Mobile communications is a Swedish/Japanese company that is developing mobile phones and accessories.
Our social customer service initiatives in 2016-2017
- Focusing on ways to increase accepted solutions
- Redesigning our forum and support pages to better fit our customers’ needs
- Visualize the true value of the forum in a better way internally
The most important customer issue we were looking to solve via the Lithium Community
The most important customer issue we aimed to solve with our community was to build a top forum for customers to easily and quickly find answers to their pressing questions. Our team focused on accepted solutions and how to increase them. We continue to focus our quality work on empathy and helpfulness in posts. In order to do this we also realized that we needed to convince management internally on the value of the forum and therefore focused on a measurement that we could use.
The metrics
We have seen a clear impact of our new design which launched on March 1, 2017 for our forum and our support pages.
Support forum before redesign.
Support forum after redesign
In addition, the resolution rate increased and is the highest number of the year.
Furthermore, after the redesign launched, we collected feedback from users and made modifications where valid and possible. There was a huge increase in responses to this survey, indicating many new customers had visited the forum. We will monitor closely in the coming months to further determine the results of these design changes.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.