Contact: Kay Linayao (Program Manager, Community and Social Media)
Community: The Nextbit Community
Lithy category: Support Savings MVP
Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.
Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.
Nexbit investors include Google Ventures and Accel Partners.
How community meets our customer care goals
We have a strong top contributor program and our goal is to leverage community to scale support by reducing call volume and get feedback back to Product/Engineering to improve product and address bugs/issues.
Reducing support costs
We’re leveraging more of the community as well as the call center to reduce costs. For example, we’ve badged support agents from our call center as “Product Experts” in the forum to scale support.
We measure our customer care results from the following: # of JIRA tickets filed to Prod/Eng from community escalation, decreased response time, call deflection, reduced case escalations, and support agent utilization.
While we don’t have the above metrics to share yet at this early stage post-launch, we’re pleased to see these exciting results in the first two months of launching our community, indicating that our community is vibrant and headed for success:
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