Entry Submitted by: Catherine Buzzitta Community Manager (cbuzzitta)
Community: Webroot Community (community.webroot.com)
Lithy Categories: Best New Community (Launched after 1 June 2011)
Community Launch Date: 2 February 2012
Webroot is the perfect example of a company that needed a community.
We had a compelling story to tell, a revolutionary product that people wanted to talk about and a loyal army of advocates. Also, customer service and product innovation are at the crux of our business success.
Yet with so many undefined channels of communication, we struggled to have the kind of dialogue we needed to really drive our products forward and to resolve customer issues quickly.
It became clear that Webroot customers needed a place to talk to Webroot employees, ask questions, find answers, suggest ideas for our products, and stay in the loop on security industry news. And so with the help of Lithium’s team and our small project development team, we created the Webroot Community.
Success! It appears that a Community is exactly what our Webroot fan base wanted!
WHAT LED TO THE SUCCESS?
In just one month, the Webroot Community developed into a knowledge resource for security-related topics and a rapid-fire response system for customer support issues. In fact, the response was so great we had to bring on additional support team members to remain dedicated to resolving customer issues on the community.
As a result, the correspondence between our support team, moderators, administrators, and users has been nothing short of impressive.
And lastly, don't take OUR word for it.
Hear what the Webroot Community has to say!
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