Khoros Community

Lithys 2017: Zuora - Support Savings Titan

Lithys 2017: Zuora - Support Savings Titan

Lithys 2017: Zuora - Support Savings Titan

The Zuora Community is a one-stop destination for our customer and partners to discover “just-in-time” solutions through peer-to-peer collaboration and easy access to knowledge documentation, contribute and vote on product ideas, learn about new product releases and grow in their Zuora expertise.

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Company: Zuora

Entry submitted by: Lana Lee (community manager)

Community/Social Channels:  http://community.zuora.com; https://www.linkedin.com/company/zuora; https://www.linkedin.com/showcase/10543973; https://twitter.com/Zuora; https://twitter.com/ZuoraSupport; https://www.facebook.com/zuora

Lithy category: Support Savings Titan

 

Business Goals

The Zuora Community is a one-stop destination for our customer and partners to discover “just-in-time” solutions through peer-to-peer collaboration and easy access to knowledge documentation, contribute and vote on product ideas, learn about new product releases and grow in their Zuora expertise.

Using our Zendesk integration with our Community, any non-Zuora community post that has no initial response within 48 hours will automatically create a Zendesk ticket. Once a Support agent answers the Zendesk ticket, the answer goes back to the Community as a response and is auto-selected as an accepted answer.  With nearly 40 support agents in our global Customer Support Services and Community team, we ensure that no issue is left unattended.

 

Zuora Customer Care

Our Community uses Lithium’s topic discussion boards, blog, ideas, forums and user group features to engage with our customers.

Our Topic Discussion Boards provide a collaborative space for customers to ask questions from Zuora staff and other users, gain credibility via kudos and accepted answers and share best practices.

Our Announcements area informs customers about release notifications and product updates and allows Zuora to interact with our customers when they have questions.

The Ideas forum is our most popular area because it allows our customers to interact with our Product Managers to potentially impact our product roadmap.

We use User Groups to help connect users before events, network with each other locally and grant access to limited availability programs where customers can provide feedback to product managers on our latest releases and new features.

 

The Results

Since our Community launched, the reduction of support tickets was seen immediately which gives us time us to focus more on training (product and leadership), create Community customer solution articles and reach out to other departments to share their expertise in the Community.

Our Customer Solutions receive an average of 2500 views/month, saving the support organization around $500,000/month as each CSA view is a ticket deflected.

 

This has resulted in an annual savings of approximately $6M from 2016 to 2017.