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Company: Google AdWords
Entry submitted by: Diana Ogarkova (Diana) Non-English AdWords Communities Team Lead
Community: AdWords Community (www.en.adwords-community.com)
Lithy category: Lithium Platform Innovator
Google recognizes the opportunity to help SMBs improve their businesses through adding features which improve their advertising campaigns. AdWords is one of Google’s main products with customers from multi-million dollar companies to tiny mom-and-pop businesses and provides a feature-rich advertising platform suited to all types of advertisers. Advertisers can use the wide range of features available in AdWords to create campaigns to accomplish their business goals while staying within their budgets, helping to improve their return on investment and acquire additional customers.
Providing customers with targeted content related to their advertising goals enables a fast-track learning experience, ultimately helping AdWords users make the most of their experience with Google’s advertising products.
According to Nielsen (http://www.marketingcharts.com/wp/television/which-forms-of-advertising-do-consumers-trust-and-act-o...), 68% of customers are more likely to adopt a product or feature if it is endorsed by other users. In 2013, the AdWords Community team explored the link between active usage of communities and impact on the depth of product adoption. The key goal for the team was to shorten the gap between “Learn” and “Try it out”.
Adwords Community homepage
The first step for the Google team working on this project was to connect the activity on the community to activity in an advertiser’s AdWords account. This was achieved by improving the integration between Lithium platform and the Google infrastructure.
Second, the AdWords Community team took a list of key product features they felt would be most helpful for their customers’ AdWords success and mapped discussions, threads and articles to this list via custom tags. Additionally, AdWords community managers created and curated content on the most important product features. On the backend, the team connected the customized tags with the AdWords accounts, and noted activity in the accounts after views of the tagged content.
When a thread has a solution, a Community Manager or one of the Top Contributors can select from a list of custom tags to trigger the reporting.
The custom tags allow to attribute the content piece to a specific product feature.
Measuring ROI of support forums is a step-level change. Google is a numbers-driven company, and it was important for us to unlock a way to measure impact of the content from support forums on the bottom line.
In around 1 out of 4 cases the users would take action in their advertising account within 48 hours of viewing content that had a specific recommendation for a feature. This result is 50% higher than in other online help resources with non-user created content. Additionally, with the community’s lower cost and scalability a single recommendation can contribute to hundreds or thousands times more feature uptakes that in the case of a single 1:1 support interaction.
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