cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Past Lithys

Past Lithys
Check out Lithy entries from previous years.
Company: Future Shop Entry submitted by: Laura Buchanan (LauraB) Social Community Manager Community: Future Shop Tech Yeah Steelbook Community (community.futureshop.ca/) Lithy category: Best Superfan Story or Insight ____________________... See more...
Company: Future Shop Entry submitted by: Laura Buchanan (LauraB) Social Community Manager Community: Future Shop Tech Yeah Steelbook Community (community.futureshop.ca/) Lithy category: Best Superfan Story or Insight ___________________________________________________________________   This is the story of a group of superusers who came sort of out of nowhere to become influential in not only the community, but in the Future Shop movie business.     When we launched the Future Shop Community almost 6 years ago, it was always with the vision that it would be a place where our customers, employees and vendor partners would connect and engage directly. What’s happened in our Movies & TV Show forum over the past year has been a beautiful example of a niche group of passionate customers, an engaged merchant team & vendor partners who recognized the opportunity that this group of people represented.   Steelbooks are a special release of movies (new and old) that come in a metal packaging with different artwork than the regular DVD or Blu-ray releases. They are highly coveted among the collector community and Future Shop is in the unique position of being the sole distributor in Canada. Steelbooks are so sought after and produced in such limited quantities that you can find them re-selling for over $100!   The buyer team here at head office decided to start “leaking” Steelbook artwork and release information in the forum because it was easy to access and they could turn the “leaks” around quickly. When TheJord asked “What 2012 releases you would like to see in a steelbook?”, he got 24 replies and over 50,000 views on that single thread. Because of the engagement of all of the buyers & superfans, the Movies & TV Show board saw a 56% growth in board posts, a 59% growth in board views & a 75% growth in post views (YoY).                                               As the group of superusers continued to grow, so did their roles in the community – several rose quickly in the ranks and joined larger superuser programs in place for the entire community, our invite-only Community Ambassador program. They started posting Steelbook links for everyone to go place their pre-orders as soon as they were online.   Our vendor partners saw the passion that this group had for steelbooks and decided to tap into this by conducting polls in the forum to help them decide on what titles they would produce steelbooks for next. Future Shop produced approximately 80,000 steelbook last year and saw 60% comp growth online for last year – large in part due to the popularity of our Steelbook program.                                             The Steelbook superfans have also helped Future Shop to perfect the art of shipping Steelbooks without overpackaging them. Future Shop received lots of feedback on how to better package and ship Steelbooks so that they didn’t get dented or scratched, which was surfaced up to the teams who could directly impact this.   Shout-out to all of our Steelbook superfans! Atomic, kaw, Drum18, jceperley, debaser17, TheJord, ZeroX39, pioupiou, saybinator & many more.      
Company: Sony Electronics Entry submitted by: Doug Heavener (heavenerp) Community Manager Community: Sony Support Community (community.sony.com) Lithy category: Best New Community ________________________________________________   Wh... See more...
Company: Sony Electronics Entry submitted by: Doug Heavener (heavenerp) Community Manager Community: Sony Support Community (community.sony.com) Lithy category: Best New Community ________________________________________________   Why should our Sony Community win the “Best New Community” Lithy Award? Well here’s just a few of the incredible things we think stand out with our community.   We get personal: We welcome all community members by embedding a welcome video into our community from our Sony Experts. We want our community members to immediately be able to relate/bond with our community experts.     We listen to our community: We have also embedded a monthly live webcast. These webcasts showcase Sony products and our Sony product experts. Our webcasts are geared towards our customers based on the types of questions we are seeing within the community. Our members are able to ask questions in real time and have them addressed by our product experts during the live webcasts.     We have the support of our employees: We are taking an aggressive approach to assist our community member by having a large amount of Sony employees actively participating in the community as product experts. Our employees spend an average/minimum of 1 hour a day moderating and answering member posts. This allows us to proactively address customer’s issues in a timely manner. Whether it’s a technical post or a customer service issue, we can address the customers’ needs in real time. For example, if a post comes in addressing poor customer service, our product experts will immediately escalate those post to our community relations team to handle. This has proven to be an effective way to keep issues from blowing up within the community. …. This is our way of trying to stay ahead of our customers and actively.   We showcase our expertise: We are using Sony Heritage for our upcoming Sony expert bios. Our current product experts that we have participating in the community have an average of 15 years of service with Sony. The amount of knowledge our employees have is incredible. You can say we’ve grown up with Sony products, have seen the technology grow and the products evolve to what they are today. But we still remember the first Walkman, first CD player, seen the technology Are our Sony Heritage goes beyond us…… to our parents, our grandparents, those who owned the first Sony TV, the first Transistor Radio, the first Walkman, etc. Our Sony heritage is strong. We’ve witnessed leaps and bounds in the evolution of our products and technology and we are all ready to share the knowledge we possess with our customers.   We get results: Our Search Engine Optimization using Google has increased to an incredible 490K. Our metrics continue to grow and have moved steady upward showing positive results. Lithium is one of the best customer service tools. None of them can even compare to the potential that the Sony Community brings to our customer service world. I can truly say, I have never been so excited about a customer service tool as I am about the Sony Community. It is an amazing tool that will change the way we do customer service forever!
Company: YouSendIt Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder Community: YouSendIt Community (support.yousendit.com) Lithy category: Best Business ROI ________________________________________________   At Y... See more...
Company: YouSendIt Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder Community: YouSendIt Community (support.yousendit.com) Lithy category: Best Business ROI ________________________________________________   At YouSendIt, our #1 goal as an organization is customer satisfaction.  Prior to deploying Lithium, we did not offer any support to our free users.  With Lithium, we now have various ways to provide support to free users.  This results in customer retention and increased brand equity because their positive experience propels them to recommend us to other users or pitch us in enterprise conversations.                                         The rate of support calls that come to our team should be lower than the rate of our company’s growth - basically call deflection is very important.  In 2011, case volume growth was 4% per month.  Lithium was implemented by Lithium partner, Cloudsquads, in December 2011, and in 2012, the case growth rate was decreased to 2.5% a month.  Customers want to get their answer quickly and efficiently.  Call deflection is good for the customer too as it gets them the answer they want quickly and the way they want it. When we rolled out, we saw a immediate 20% drop in call volume simply due to the much improved self-help options.  Phone calls are the most expensive support ticket to take, and we were able to take what could have been a 20% cost savings and reinvest into delivering an even better support experience, which translates to more product virality and higher lifetime value of our customers.   Since our deployment of Lithium and some of the customizations that CloudSquads has made, we’ve been able to significantly slow the incoming rate of new cases, and in turn manage the many costs associated with scaling our call center, while at the same time meeting our #1 objective of delivering an exceptional customer experience.
Company: A1 Telekom Austria AG Entry submitted by: Claudia Religa (viktoria) Community Manager Community: A1 Support Community (a1.community.net) Lithy category: Best Social Support Program _______________________________________________... See more...
Company: A1 Telekom Austria AG Entry submitted by: Claudia Religa (viktoria) Community Manager Community: A1 Support Community (a1.community.net) Lithy category: Best Social Support Program ________________________________________________   In a rather small country like Austria with a population of 8.4 million people, A1 is the unique leading telecommunication provider with 5.2 million mobile and 2.3 million fixed subscribers.   Since launch in November 2011, our A1 Support Community grew significantly: our real substitution ranks around 25 percent (= percentage of users which perceive the A1 Support Community as primary service channel) and the crowd ratio is located around 80 percent. When looking at the charts, we managed to create a vitally and steady growing Community – but what are the qualitative actions we set to engage with our users and to motivate them to participate in the way they do?   On the one hand, it is all about motivation factors, gaming mechanics and gratification approaches: Transferring online into offline events: within 2012 we started the initiative “Community events”. We organized a guided tour at the A1 Technical Department. The Super Users were accompanied by A1 Device managers and the A1 Social Media management team for a meet & greets and to gain exclusive background-infos. “Community photo tour” – we exclusively invited users to a phototour to the Viennese zoo and equipped them with Hero-device smartphones to review the quality of the photo-cameras.   Hero of the month Award: Super Users – the most active users in our Community – are rewarded monthly for their outstanding contributions within the Community. Super Users as moderators: to show the most active Super Users our respect and trust, we gave them moderator roles within the Community. Now they are able to contribute even more to the content and quality of the A1 Support Community.                                               Exclusive boards, badges, ratings and rankings for Super Users are a matter of course as they were part of the concept when creating our new Community. On the other hand, we deeply link our A1 Social Media channels and provide target-group oriented content:   It all started by integrating the A1 Support Community in our Facebook fanpage. By doing so, we opened the Community to our established fan base on Facebook.   When comparing to our competitors in the Austrian telecommunications market , we keep a facebook fan-share of 59% and are therefore at the pole position with around 238,000 Facebook fans. On Facebook, three A1 Social Support agents provide fast and exclusive support. Additionally, we spread offers, lotteries and product information for our Facebook target group. Twitter is our channel for distributing company news as well as servicing support requests.   The A1 Blog provides product information, device and App reviews, etc. and is deeply linked with the A1 Support Community. The A1 Community actively creates content for our A1 Blog, eg. device reviews from users. The recruiting of our authors takes place via A1 Support Community and Facebook.   We take Customer experience one step further:   Initiatives like the Ideas concept take the customer experience to another level, where users can participate in the development and beta testing of products and solutions.   For that reason, we integrated our A1 Community in the development of the new “My A1” customer self-service area. Firstly, we asked them for ideas which functions they would like to see in the new Customer Self-Service area. After reviewing them, we gave them feedback concerning their ideas and invited them to join a workshop with the “My A1”-project managers. In one last step, the A1 Community had the chance to evaluate the scribbles made for “My A1” and give their feedback to be incorporated into the self-service area.                                         Not only the facts and figures proof that we are one the right path – in 2012, our A1 Support Community and Social Media commitment stood out at national and international Social Media and Community Awards.   In Hamburg, Germany, we were rewarded for the “Best Social Media Strategy” in the DACH region at the Social Media Economy Days 2012. At the Digital Communication Award 2012 the A1 Support Community was honored as the Best Online Community within the European online PR and communications branch as well as with the German Award for Online Communications 2012 in Berlin, Germany. In Austria, one of our integrated Social Media campaigns was rewarded with the Award for the Best Online- and Social Media communication granted by the Austrian Federal Ministry of Economy, Family and Youth.  
Company: Time Warner Cable Entry submitted by: Phil Blum (TWC-PhilB) Social Media Customer Care Manager https://twitter.com/TWCableHelp Lithy category: Best Social Support Program _______________________________________________   Tim... See more...
Company: Time Warner Cable Entry submitted by: Phil Blum (TWC-PhilB) Social Media Customer Care Manager https://twitter.com/TWCableHelp Lithy category: Best Social Support Program _______________________________________________   Time Warner Cable is one of the largest providers of video, high-speed data and phone, supporting over 15 million customers in the United States.  In 2010, I was selected to lead the social media arm of TWC’s customer care operations.  Our mission was to provide high-quality service experience to customers on any channel for which they prefer to interact and we needed a solid social engagement and response platform that can help us manage the flow of service-related conversations and ensure that my team of social agents are able to address each and every customer need.   We launched Lithium Social Web in April 2012 to my team of 10 social customer care agents and we now have a streamlined platform to identify messages from Twitter and Facebook that need a response and provide timely resolutions.  Within 6 months, we have improved our social response rate by 30% and increased agent productivity by 57%.  This is driven by the integrated nature of the platform that allows my team to tackle cases more quickly and ability to respond without switching back and forth between different social tools. We were also very honored to be placed on the "Top 10 Socially Devoted Brand" list by AdWeek.   Our social support program proved critical in sustaining customer relationships during one of the worst storms in recent history.  As Hurricane Sandy devastated much of the East Coast in the fall of 2012, our customers were anxious to learn when their services would return.  Many of them turned to their only remaining avenue of contact: accessing Facebook and Twitter via their smartphones.  With the overwhelming increase in volume, my team was able to step up to the plate and even received kudos from grateful customers for their timely response.     Our social support strategy extends beyond this customer care team.  We will be launching a community soon because this is a critical way for us to provide support in a scalable way.  We also want to bring the conversations that are happening about us onto our own domain so we can engender goodwill, provide more transparency to our customers, and weigh in on those conversations where appropriate.  We’re excited to embark onto the next phase of our social support strategy!
Company: A1 Telekom Austria AG Entry submitted by: Claudia Religa (viktoria) Community Manager Community: A1 Support Community (a1.community.net) Lithy category: Best Business ROI ________________________________________________   In... See more...
Company: A1 Telekom Austria AG Entry submitted by: Claudia Religa (viktoria) Community Manager Community: A1 Support Community (a1.community.net) Lithy category: Best Business ROI ________________________________________________   In a rather small country like Austria with a population of 8.4 million people, A1 is the unique leading telecommunication provider with 5.2 million mobile and 2.3 million fixed subscribers.   We claim the top position in terms of technology, so our mission is also to advance service innovation.   More than one year after launching our community it’s time to take a look at the benefits we gained from it. We had an average extraordinary 270% growth rate on requests since the start.                                           To generate our Real Substitution value we integrated a randomized onsite survey on our website (www.a1.net). It pops up for community users after some time of activity. To get a valid outcome the number of cases is exceeding 300 every month and the respondent gets the survey only once every three months.   The Real Substitution rate shows how many of our users come to visit the community without contacting any other service channel we offer – in other words: how many users perceive the community as primary service channel. Additionally we measure if community visitors find a solution for their problem in the A1 Support Community.   For 2012 we reached an amazing Real Substitution value of 25%! That sums up to 168,000 Saved Interactions in one year whereupon only posts and search requests count as interactions in the A1 Support Community. A remarkable 26% of community users found their solution in the first minutes of their visit.                                           Especially in the field of crisis communication we were able to prevent a shitstorm by actively informing our customers about tariff changes and keeping the protest wave to a minimum. In four months we attained 60,000 contacts on the board that has been set up especially for this task.   Increasing Customer satisfaction and Growing Loyalty With our special customer loyalty program we offer low smartphone prices for our community users on a monthly basis. Our logged-in members are able to accept the offers directly in the relevant boards.     To increase customer satisfaction we already involve our Super Users in service and product development processes to guarantee the best outcome for us and our customers. This year we launched the new self service are on our website where we used this co-creation approach.   To generate leads we organize competitions that are cross and deep linked through all of our social media channels. An example is our Sony Xperia go outdoor smartphone test where our users got the chance to design the screenplay with us and win a device. The success of over 1 million views on YouTube proves us right!   To sum it up: Community activities push the Digital Service Shift 80% Crowd Ratio (Crowd Ratio = percentage of user-generated content) – thereof 20% is created by our most active users Reduction of development and beta testing expenses Lead generation due to our customer loyalty program Real Substitution value of 25%, call reduction – up to 16,000 reduced Support calls and emails per month  
Company: Telefónica Digital Entry submitted by: Aurelien Poma (Elixor) Head of Community Community: TU Me Community (support.tumeap.com) Lithy category: Best New Community _________________________________________________________________... See more...
Company: Telefónica Digital Entry submitted by: Aurelien Poma (Elixor) Head of Community Community: TU Me Community (support.tumeap.com) Lithy category: Best New Community ___________________________________________________________________   Hello everyone, I would like to nominate the TU Me community for the Best New Community Lithys. TU Me is a free app, all-in-one global communicator for iOS and Android.   I’ll try to keep this short.   The aim of our newly opened community is customer support using the model giffgaff has brilliantly put in place: we empower community members and reward them for their help and contributions.   On top of providing amazing customer support the TU Me community has become a massive group of friends from all over the world.     To give you an idea, the map below is a snapshot of where users are registering from on the TU Me community.     In addition to the friendly, multicultural and multilingual atmosphere of the community, our members have suggested amazing features and improvements for the app.   Seven of their ideas have been developed and implemented in the app.   And another seven ideas have been accepted and will make it into the app. Having community members directly impact the development roadmap and influence the priorities for improvements made our work challenging and even more exciting.   We also received impressive new design suggestions for the app, new avatars for the Lithium forum and banners for our Facebook fan page.   Finally I thought I would share a nice story that happened a few weeks ago. To thank one of our community members from Bolivia for his positive contributions we decided to send him a goody bag as a present. This is what we got as a reply when we asked for his postal address:   I've just seen your message about the present, like I said I live in Bolivia, and over here we don't have a mailbox, the apartment where I live in doesn't have a mailbox, I think that the only place that has one is Cochabamba. To be honest, just being part of this community is super cool, and a very good present is to have had the pleasure of meeting you all.   Thank you for reading this nomination, I’ll just finish with one image which is our TU Me user of the week wall, so everyone in the office knows how great our community members are. (I wish we had a bigger wall though :D)    
Company: Autodesk, Inc. Entry submitted by: Katinka Sante, Strategic Social Programs Manager Community: Autodesk Expert Elite Lithy category: Best Social Support Program, Best Superfan Story or Insight, Best New Community _______________... See more...
Company: Autodesk, Inc. Entry submitted by: Katinka Sante, Strategic Social Programs Manager Community: Autodesk Expert Elite Lithy category: Best Social Support Program, Best Superfan Story or Insight, Best New Community ___________________________________________________________________   On November 28, 2012 at Autodesk University, Autodesk’s annual user conference, we announced our formal customer advocacy program: Autodesk Expert Elite. This program is designed to recognize community members who make extraordinary contributions to the company's online community. The program builds on, and is an evolution of the Autodesk Community rank and reputation model.   Members of the Expert Elite group are characterized by their regular and responsive participation in Autodesk's discussion forums, advanced knowledge of the company and its products, and leadership in the user community.   Individuals are selected after a detailed review of their Autodesk Community contributions, which include assisting other customers by sharing product knowledge and displaying engaging and positive styles of communication and collaboration. The goal of the Autodesk Expert Elite program is to deeply engage this important group of individuals and empower them to better assist their peers and support the Autodesk community. The program has a one year term and members are reviewed bi-annually.    As part of the Autodesk Expert Elite program, members receive a number of benefits including access Autodesk’s portfolio of design products, access to a private forum known as the Expert Elite Lounge. This Lounge is only available to our Autodesk Expert Elite members and is geared toward opening the lines of communication between Autodesk and its most valuable customers.   Expert Elites are also given additional administrative permissions within Lithium to help curate and highlight valuable forum content. For example, our Expert Elite members can accept solutions for their posts as well as posts authored by other customers. Additionally, Expert Elites have the ability to escalate their own posts into our CRM system for support assistance. We’ve also created an Expert Elite community badge for members to include in their forum profiles, which they are very proud of.   Today, Autodesk has 64 Expert Elite members from 11 different countries.  These 64 members represent 28% of all posts, 30% of all accepted solutions and 27% of our community kudos. Here are just a few of our Expert Elite members: - Adrianna Schneider - R.K. McSwain   Our Expert Elite members are a key group of stakeholders helping us shape our community programs, strategy and policy.   Watch this video to hear from some of our Expert Elite members as they talk about the importance of supporting our community http://youtu.be/xNsDzbZc58I  
Company: Mozy by EMC Entry submitted by: Zach Moffett (zachm) Community Manager Community: Mozy Support Community (community.mozy.com) Lithy category: Best Community Technical Implementation ____________________________________________... See more...
Company: Mozy by EMC Entry submitted by: Zach Moffett (zachm) Community Manager Community: Mozy Support Community (community.mozy.com) Lithy category: Best Community Technical Implementation _________________________________________________   Three years ago we created the Mozy community to add a level of support for our customers.  The community has helped decrease the number of support cases that have been created by customers while keeping a high level of customer satisfaction.  We rely on our super users to help answer questions for their peers but we find ourselves asking support agents to answer questions in the community.  We know there will always be a need for Mozy support agents to work with customers but would like the community involvement to answer a majority of the questions.   Since we launched our community we have been cultivating users to participate more frequently and with a higher level of knowledge.  We provide knowledgebase articles, tutorials, and technical blogs for them to pull their information from.  This process has helped us further reduce support costs while keeping customer satisfaction over what we agreed to be an acceptable level.  Gamification has been a huge influence on the processes we have implemented to drive this participation.   As processes of gamification grow, so does the need to have a leveling system in place. To complement the Lithium rank structure we have implemented a leveling scale that shows the progress to the next rank.  As community members participate and work towards the next level in the community, they can see their progress and have an idea of what it will take to get to the next level. We built a custom slider bar that shows how close the customer is to the next rank.  Once the customer ranks up the slider bar refreshes to show what it takes to get to the next rank.   We have also implemented a rank system so community members can start off as a villager and work their way up to cook, ninjas, and eventually the overlord through participation.  We used the default Lithium measurements for the rank system but changed the names and provided corresponding avatars.  For example, when the user reaches the rank of Sensei the new avatar becomes available.  We modified our notifications to not only alert customers that their rank has increased but that they can change their avatar as well.   To augment the new features we wanted to provide our community members with more context for the gamification concept. We wrote a story that goes through our protagonist’s life story and how he started off as a lowly villager and through much learning, dedication and will, worked his way up to be the Overlord and eventually the Emperor.  The story can be found at http://community.mozy.com/t5/community-story/ct-p/communitystory . The story changes dynamically as the community member’s rank increases.  If you were to visit this page while not logged in you would not see any information.  If you create an account then you will see the first part of the story.  Once you level up then more of the story will become available.    A member of our staff created all of the avatars along with full size images.  We went through multiple versions of the story but eventually agreed on the story that is now available.  We have had great feedback from our customers and staff members on this process.  
Company: LEGO Systems Inc. Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation Community: LEGO Community (community.lego.com) Lithy category: Best Social Support Program _________________________________... See more...
Company: LEGO Systems Inc. Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation Community: LEGO Community (community.lego.com) Lithy category: Best Social Support Program ________________________________________________   Since its inception in 1932, the LEGO Group has come a long way - from a small carpenter’s workshop, to a leading global enterprise, always looking for ways to reinvent the brand experience to maintain its world class service. With the growth of social, it was a natural impetus to build a social online experience which encouraged users to interact, engage and share with each other in a safe and secure way, while maintaining the fun, learning and imaginative elements that were aligned to the brand values.   The business aim was to create an interactive social online experience (via an infused dot com presence) that was buzzing in engagement whilst maintaining its simplicity and ease of use, in a safe and secure environment that provided users with quicker “get to times”.  We have a high affinity with users in the 7-14 years age bracket, so online safety and security was paramount.  We were also migrating our users from our old forums to the Lithium platform, so our first step was to understand the issues our existing user community was facing and leverage their feedback to ensure our new launch met their needs.  The responses we received included:   Faster moderation Increased engagement with LEGO staff Better structure to the forums More guidance on rules Less “spam” We launched the new community on 9 November 2012 with great success – migrated 2.4 million users and 4+ million posts. There was 0% data and user loss and 1000 users joined the community within the first hour.       “Get to Times” had reduced by more than 7hrs from 8hrs in January 2012 to 56 mins when measured in December 2012. At the same time, user interaction went up by 62% when compared to interaction in the previous forums the year prior.   With a more interactive and structured community reflecting features available on other social platforms such as “Likes” introduced, and additional features such as a new ranking structure, user interviews, story and role play forums as well as online polling, paved the way to a significant increase in user activity.   New Polling & Ranking Features:   Some of the new ranks:   There was also a large reduction in spam based on changing the ranking structure from the old posting only system to a new more varied criteria including user defined opinion on quality and rating of content. The new ranks have instilled a culture of support and encouragement between the users and we now have a very healthy community feel.   We changed our moderation and engagement coverage set up to ensure 24/7 coverage, with 8 team members located in different time zones and geographical locations around the world. With the backing of help from vendor moderators, the core LEGO team now has more freedom to actively engage with users, spending hours engaging per week now in comparison to minutes previously.   We set up a comprehensive help/FAQ section where users can check out the rules, how to change signatures and generally tailor their own settings. For new users, after reading the FAQs, in every single forum we have “Welcome to newbie” or “Adopt a newbie” topics where new users can come in and introduce themselves and existing users will take them under their wings and help bring them into the community.   As an example of how engaged some of our kids are, in January 2013, the stats tell us that our 27 highest ranked users (all Forestmen, Ninjas, Aztec Warriors or Conquistadors) each spent 74 hours in the community per week! They’re very dedicated!   The new LEGO.com community embodies the LEGO brand values of fun, creativity, quality and originality. Visit community.lego.com to view for yourself.  
Company: Google Inc. Entry submitted by: Agata Kryzsztofik (Agata) Community Program Manager Community: AdWords Community (http://www.en.adwords-community.com) Lithy category: Best Community Technical Implementation _____________________... See more...
Company: Google Inc. Entry submitted by: Agata Kryzsztofik (Agata) Community Program Manager Community: AdWords Community (http://www.en.adwords-community.com) Lithy category: Best Community Technical Implementation ________________________________________________   Google AdWords has been working closely with Lithium Engineering on seamless migration of our users from OpenId to OAuth2. We wanted to make sure that users who are coming to our Community are offered with a Single sign-on experience that they are used to when using other Google products.                                                       The OAuth2 implementation allows our users to use the same login and avatar for the Community as the one they are already using for other Google products and switch between various Google accounts. It also removed the need for Lithium to create, maintain and secure a login email and password store. All together it makes the sign-in process fast and secure for our users.
Company: LEGO Systems Inc. Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation Community: LEGO Community (community.lego.com) Lithy category: Best Superfan Story or Insight ______________________________... See more...
Company: LEGO Systems Inc. Entry submitted by: Mark Fothergill (MarkF) Head of Children's Community & Moderation Community: LEGO Community (community.lego.com) Lithy category: Best Superfan Story or Insight ________________________________________________   Girl members of the LEGO.com community had been a rare breed. On our old message board platform, we had around a 5% female portion of active users. Since we upgraded the platform, we’ve been enabled to improve our ranking structure and better reward both active and creative participation. Girls have become very active in our story-writing forums, as an example; reading, writing and providing encouragement to others. Since the changes, we’ve seen an increase in activity from girls and they currently make up around 15% of the active community user base.   We have stories about passionate role players who know the finest details of the Lord of the Rings movies and help to keep the forum role plays “canon”/on story. We also have brother and sister pairings who have grown up building LEGO together and write stories, role play and submit creations both separately and together. Possibly one of our best user stories centers on a user who couldn’t be considered anything less than “super”! The user in question is JayZX535.   JayZX535 had been a non-active browser/reader on the old forums, having registered in July of 2012, and was 13 years old at the time. When we migrated our community from our old forums to the new Lithium platform, we were able to create a new ranking structure. We set up participatory ranks whose levels were based on LEGO through the ages, so that you begin at Caveman, move to Pharaoh and upwards and onwards through Gladiator, Samurai Warrior, Ninja and many more.     In addition, we were able to create reader ranks that were based on more passive participation such as reading posts and liking content. The first rank of which is “Apprentice Reader” and the second of which is “Master Reader”.   In December 2012, a month after launching the new forums, we could see we had a solitary Master Reader on the forums and both users and staff began speculating about it. The users asking what criteria were necessary for reaching the rank and the community team wondering why a user might be so highly passively participatory but have never posted a single comment (at the time, JayZX535 spent 4340 minutes online, with 546 likes/kudos given and had read 16551 posts). We were all intrigued.   Shortly after, we had begun a user interview initiative where we would identify positive and pro-active community members and ask them questions to publish their answers in full view of the rest of the community. This provided the users selected with some community celebrity status and also acted well for us to be holding such positive members up as role models.   We decided that we couldn’t resist inviting this intriguing “lurker” to participate in an upcoming interview and so we sent an email to the registered address with the interview questions. We immediately received an automated security response that said:   “To control spam, I now allow incoming messages only from senders I have approved beforehand.   If you would like to be added to my list of approved senders, please fill out the short request form (see link below). Once I approve you, I will receive your original message in my inbox. You do not need to resend your message. I apologize for this one-time inconvenience.   Click the link below to fill out the request:”   With some slight trepidation, we continued to fill in the form and sent in the request, only to receive an error message. We thought that would be the end of our opportunity to have an interview with the enigmatic JayZX535.   The next day, we checked the mail folder for the other interview requests we had sent and found the following interview responses from JayZX535:       It seems we had lifted the lid on months of pent up desire to be heard and to participate and it was only parental approval that was previously holding the user back. Once the parents had received this request from us and could see we were a safe, creative and friendly community, they had given the green light not just for the interview but for ongoing active participation in the forums. The next revelation was that JayZX535 turned out to be a girl when everyone had assumed she was a boy! She began posting at an exponential rate and, with a lot of the active rank groundwork covered as a Master Reader, began shooting up the ranks faster than any other user we’d seen. Posting stories, roleplaying and generally making friends with all of the users who had wished her well via the interview, JayZX535 is now at Rank 8, a Samurai Warrior, and has submitted 1244 posts! Since the launch of the new platform in November of 2012, JayZX535 has now spent 40,059 minutes online and received 2290 likes/kudos! She has read 68,180 posts and given out 1663 likes/kudos, herself.                           She received an overwhelmingly positive reception from the other active users:     You can read some of JayZX535’s Ninja stories here: https://community.lego.com/t5/NINJAGO-Stories/The-Stroke-of-Midnight/m-p/4604354#M65411 https://community.lego.com/t5/NINJAGO-Stories/On-Borrowed-Time/m-p/4932432#M70559 https://community.lego.com/t5/LEGO-SUPERHEROES-Stories/Watch-for-Me-by-Moonlight-A-story-by-JayZX535/m-p/4871196#M3196  
Company: Joe Mobile Entry submitted by: Laurent Partouche (lpartouche) Community Manager Community: Joe Community (communaute.joemobile.fr) Lithy category: Best New Community ______________________________________________________________... See more...
Company: Joe Mobile Entry submitted by: Laurent Partouche (lpartouche) Community Manager Community: Joe Community (communaute.joemobile.fr) Lithy category: Best New Community ___________________________________________________________________   How long does it take to build a new community?   Some weeks at least, a few months probably. Joe's community was born in a day. We remember it very clearly - it was last Oct 23 at 1PM.   Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.   We launched that day of October after a month-long teaser period consisting of a single video on our website with very few information inside. At 10pm, we broadcasted a live Google Hangout from our offices that was watched live by 12,000 people and opened the service early in the afternoon.     It took only minutes for the first curious person to register for an account and order a SIM. The first questions started to pour into the forum and while the team took on the role to try and answer them we soon found this effort was futile. Indeed, in less than one hour, a few good men had already visited every corner of our website, read every information that they could land their hands on and started posting and answering questions way faster than we were able to.   By 4 PM we just sat there and read, amazed by what was happening.   Three months later the community is going strong. With 50,000 posts over 3,900 topics it is very active. Each new subject gets 14 answers on average but what we pride ourselves with is that 49% of questions are tagged as Solved. This helps a lot the new users to quickly find the answer to their questions.   There is still a lot of work to do for the community to keep growing. We need to build engagement and give everyone a good reason to come back every day.    Joe is a pure community-based model. Each and every Joe customer is a community member thanks to a one-step subscription process that allows us to have a single ID for both the community and our self-care.   We also provide an invitation system inspired by Dropbox where a member can invite his friends and relatives to join the community and earn a few euros for each new member that actually activate a SIM.   This allows for funny initiatives such as the member map : a google mashup where members can pin their location on the map and insert their invitation link.                                              
Company: Google Inc. Entry submitted by: Agata Kryzsztofik (Agata) Community Program Manager Community: AdWords Community (http://www.es.adwords-community.com) Lithy category: Best Superfan Story or Insight ______________________________... See more...
Company: Google Inc. Entry submitted by: Agata Kryzsztofik (Agata) Community Program Manager Community: AdWords Community (http://www.es.adwords-community.com) Lithy category: Best Superfan Story or Insight ________________________________________________   Our superfan story shows how like-minded and passionate Community members can take the lead and create high-quality, engaging content around their favorite product without any involvement of the Community Manager. All you need to do is to bring them together!                       After the Google AdWords Communities Summit (October 2013), when we brought all of our global Community superfans to California, our Spanish Top Contributors initiated a project aimed at creating AdWords performance user generated content. Project included:   1. YouTube channel with content around online advertising 22 videos, 2-9 min. each Channel location: http://www.youtube.com/user/proyectosem/videos?view=0&flow=grid&sort=da Fun fact: first videos were shot in Mountain View at the Google campus and in San Francisco straight after the Google AdWords Communities Summit.                                                         2. Integration with Community Top Contributors proactively promoting videos from the YouTube channel in the AdWords Community creating new performance content, engaging other users in discussions and providing advice on how to be successful with AdWords.                                                                                  
Company: Canon Entry submitted by: Patricia DiPasquale (pmdCanon) Sr. Manager, Internet Marketing Community: Canon Forum (forums.usa.canon.com) Lithy category: Best New Community ________________________________________________   The... See more...
Company: Canon Entry submitted by: Patricia DiPasquale (pmdCanon) Sr. Manager, Internet Marketing Community: Canon Forum (forums.usa.canon.com) Lithy category: Best New Community ________________________________________________   The Canon Forum has been a long time in the making. Not being permitted to respond on other forums, we wanted one of our own, although the risk factor was high since it would be living on a Canon property. Our risk mitigation plans had to be spot-on and accepted by executive management, as well by the Canon Call Center since they would ultimately be responsible for moderation. After great success with our Facebook launch, we knew the community would appreciate a forum hosted by Canon, and we were proven right.     Going with best practices, our Web Intelligence team scoured the web for active, positive, passionate Canon advocates to participate in the beta release. All who were invited were excited to be a part of the launch, with one gentleman making his way out from the wilderness to find a signal in order to respond.     We gained a great deal of valuable insight from these Pioneers—as we have tagged them—from functional issues to suggestions as well as asking what was to be expected from a Canon Forum… both how Canon would participate and what the members would be able to discuss. The Canon Community is vocal and passionate, leaving us to walk a fine line between providing information when possible and remaining quiet when it would otherwise spiral out of control.   The Forum was implemented to provide both a place for these passionate Canon fans to congregate with like-minded people as well as allowing Canon to hear the voice of the customer, meaning, hearing firsthand what people were saying. We want to know the good, the bad and the ugly so that we can learn from it.   Our initial marketing plan included a post to Facebook, a press release and an email to our over 2MM person email list.   However, the spike in registrations we saw after the Facebook post (1) and Press Release (2) went viral (over 1,000 registrations in a single day!), caused us to postpone our email plans. Our Call Center was just beginning to get acclimated to this new platform, and feared that the email might be too successful and overextend their resources.                                                                 The Canon Forum was launched publicly on November 5, 2012 and since then we have accumulated over 5,100 registered users and have over 2.8MM page views. Of those registered users, almost half are Contributors, with less than 1% of the Contributors (17 members) providing 27% of the content. The Community Health Index (CHI) score is a respectable 525.     *Top 17 are comprised of Frequent, Super and Valued Contributors   As of March 10, 2013, the stats are as follows:                                 Just recently, two of our members became Super Contributors and another became a Valued Contributor, rank levels 9 & 10, respectively. They have 778 posts, 17,068 page views, 224 kudos received, and 22 accepted solutions between them. And this was in a just under four months time.   We went from 5 boards to 16 boards in a matter of weeks. As expected, the Camera board grew the quickest, first splitting into three boards and soon thereafter splitting into the seven separate boards that it is now.                                 Our moderation rules are such that Canon will not respond for at least 48 hours, unless it is something that cannot be answered by the community, such as a warranty question. But when it’s a question of quality, it is the Canon way to be quiet until a full review has been completed by the parent company (Canon Inc.), which is something we know isn’t acceptable in the social arena. It didn’t take long before an issue bubbled up from other forums and an investigation began in earnest.   First we responded by saying only that we got the message, but once the issue was determined, details of the cause were revealed and that a firmware update would be released as soon as it was ready. The community was ecstatic—even though the solution wasn’t ready to go—and the thanks came pouring in no sooner we announced that a fix was in the works… 25 minutes to be exact!     This occurrence has made it crystal clear to executive management that the Community is beneficial, even when the news isn’t good. We are working out faster response times that will benefit both Canon and our end user.   And now that we have gained the trust of our most ardent fans, we will continue to listen and respond in a timely manner, without shying away from hot issues. The next steps for enhancing the Forum will be to have a bi-monthly “Chat with an Expert” events. The Forum has provided the opportunity to interact directly with our customers, and from there, almost anything is possible!
Company: HP Entry submitted by: Tyna Chua (tyna_c) Social Media Manager Community: HP Support Forum (h30434.www3.hp.com) Lithy category: Best Social Support Program _______________________________________________   The award-winnin... See more...
Company: HP Entry submitted by: Tyna Chua (tyna_c) Social Media Manager Community: HP Support Forum (h30434.www3.hp.com) Lithy category: Best Social Support Program _______________________________________________   The award-winning HP Consumer Support Forums – the cornerstone of HP’s social support efforts – are a global interactive community where HP customers connect online with one another to exchange insights, tips and answers to each other's questions.   Boasting traffic of two visits every second in 2012, the HP Consumer Support Forums have hit some remarkable milestones which demonstrate their reach, impact and growth:   With a notable 48% increase in Forum questions, the community handled this growth effectively, showing a 17% improvement in reply rate.  We are showing continued improvement in reply rates, with the last three months showing an increase of 27%. An impressive 80% increase in page views of Accepted Solutions. Accepted Solutions are viewed 1,500 times on average, enabling others to benefit from a solution provided by the community to the original post-er. (Data is based on 2012 compared to 2011).   Drivers of Success   At the heart of HP’s Social Support Program are the following:   I.  Community Engagement HP’s social care community would not be as successful as it is today if it weren’t for our volunteer "HP Experts" – employees and customers who donate their time to the Forums to answer HP customer questions.These Experts are the life blood of HP’s Forums, and their active participation directly influences the vibrancy and vitality of the seven HP Forum communities.   So how do we energize and motivate our Experts to keep participating in our Forums?  We continue to develop our HP Expert Program, which includes:   Our annual Social Support Summit, bringing together hundreds of our top Forum contributors from around the world with one thing in common: a passion to help others through social tools.   In its second year, the Summit this March in Orlando, FL attracted 200 attendees speaking more than seven languages: English, French, German, Korean, Portuguese, Spanish and Chinese.   Worldwide expert meet ups:  Meet-ups bring together global and regional HP employees and local volunteers for informal social gatherings to exchange ideas and solutions. Contests:  HP introduced a gaming challenge for top contributors to respond to threads on the least active Forum boards. Expert Days: 24-hour Expert "marathons” on specific topics designed to accelerate solutions to customer issues. Improving Expert efficiency with an Unanswered Questions Widget: A widget displaying unanswered Forum posts allows HP Experts fast and easy access to neglected posts, resulting in faster response times and more satisfied customers. Product Loan Program: Provides Experts the opportunity to have the most popular HP products in their homes so they can better help customers asking product-specific questions.  Product Briefing Series:  Provide training on new HP products and technologies, giving Experts up-to-date knowledge to help customers in the Forums.  We conducted seven Product Briefings in 2012, with more planned in 2013.  These initiatives helped contribute to the following results (Data is based on 2012 compared to 2011):                                 II. Customer Experience Because the great majority of our Forum visitors are “observers,” we have placed due emphasis on improving the user interface by making it easier for visitors to ask a question or search the Forums.  In partnership with Lithium, we have launched several customer experience improvements that increase visibility to the “ask” feature and improve search results layout.   Preliminary data shows that the changes yield positive results, increasing Forum search by 66% globally (week after release average vs. week prior to release average).  In the pipeline are changes to simplify registration and encourage customer feedback.   III.  Monitoring and Harvesting We currently harvest our Forum conversations and provide frequent, regular feedback to the business units for product improvement or service/support quality. Funneling customer feedback from Forums to business units results in improvements such as creation of patches by our software development team or updates to content on our website.Additionally, every month, we provide the business units with a list of top viewed threads that have not been solved by the community so they can further investigate and provide guidance.   IV. Investments Our Forums are a key component of our overall support strategy, and this is evident in our investment priorities, including: improving our tools and making enhancements to the Forums experience recruiting top talent to add to our army of Experts and advocates investing in our volunteer base and dedicated agents that help assist our customers Social media as a channel for customer support continues to grow in importance to HP and its customers.  Our Forum activity remains far-reaching, providing support throughout several regions and languages.   Quick Timeline HP's Consumer Support Forums available since 2009 Quarterly Expert Days across seven languages commenced 2009 Expert meet ups commenced 2010 Inaugural Social Support Summit occurred March 2012 One billion Page Views milestone in November 2012        
Company: Elisa Entry submitted by: Noora Halme (Noora) Community Manager Community: Elisa Palsta (palsta.elisa.fi) Community: Saunalahti Palsta (palsta.saunalahti.fi) Lithy category: Best Community Design ______________________________... See more...
Company: Elisa Entry submitted by: Noora Halme (Noora) Community Manager Community: Elisa Palsta (palsta.elisa.fi) Community: Saunalahti Palsta (palsta.saunalahti.fi) Lithy category: Best Community Design ___________________________________________________________________   Saunalahti and Elisa had separate discussion/help forums for several years, original launches dating back to 2005 and 2009. That makes a total of ten years of conversations and community bonding! When we decided to bring our community to the next level and moved the old forums over to the Lithium platform, we had few things to consider design-wise:   We wanted to keep our community clear and simple, easy to navigate, visually new but similar to what our users were used to. With a decade of history with little or none design changes, we couldn’t risk losing our members due to a radical change from classic and simple design to something very cutting edge. Our current Scandinavian design reflects the minimal taste of our Finnish users. The whole web presence of Elisa and Saunalahti is being renewed during 2013, and we wanted to be the first ones to take the changes into account. Elisa is a pioneer of support communities among Finnish telecom companies, and as a community, we wanted to be pioneers also internally. We were excited about the great new features that could guide our users to the most relevant and helpful content. We wanted to present kudos, solutions, subscriptions and bookmarks on our forum pages in a way that would make it possible for all of our users to find relevant content easily. Our goal is to be easy to approach and intuitive. Two brands, one community. We have one community, but two separate brands. Elisa provides IPTV-services, e-books and home security systems and Saunalahti focuses on mobile and broadband services and our customers are interested in different things depending on their products and services. We want to be there to help and to listen on both brands, forum pages have to be similar, but still provide relevant content for all types of customers. This was no easy task, but we managed to do it!   Our main focus is to provide a safe and friendly environment to our customers to ask questions about our products and services - we're essentially a support forum, a challenger to traditional customer support via telephone and e-mail. The community is a natural part of our customer care for us and - more importantly - to our customers.   We have had loads of good feedback from our clear colors, simple navigation, simplicity and the visual similarity of our two forums that form one community. The usability of our forums has been much praised: even though the radical decrease of different boards, from 30 to 11 on Saunalahti and 23 to nine on Elisa, was frowned upon at first, our members soon begun to appreciate the simplicity. Bringing the kudoed posts and solutions to the forum pages has also been a much-appreciated feature. We have had an amazing growth on our community members, and what is most important, the amount of visits and the average time spent online!   Our much praised avatar collection is one of my favorite parts as well. We use clear coloring to separate our staff and even super users from other community members, we see this as an important factor that helps our new users to find the most trustworthy content. After all we have a whopping community of 50 000 members! Our basic set of avatars consists of 20 characters including these ladies and gentlemen:                           We added a bunch of new at the end of 2012, including few moustached-up versions for movember (they were a hit!):                           And don't tell anyone, but we still have few more in store:   Maybe we'll add few special ones for nose day and pink ribbon?   We have a long lasting tradition of choosing a member of the year, they are rewarded with a crowned version of the avatars and our superusers have their own avatar collection with a small starred banner:                           Finally, here are our staff members. Orange is for admin (that would be me), green for moderators and blue for other staff. Our moderators also requested a special avatar for movember and we have a grey one for the moderators, who have already moved on:               Now that the first year of the new community has passed, we want to keep on rolling! Some of our users are very active on other communities around the web and they're constantly driving us towards better usability. Our plans for 2013 include, but are surely not limited to: Ideas exchange! We’re implementing Ideas in few weeks. Our users have been wishing for “Ideas-smithy” (that would be Ideapaja in Finnish) for a long time and now we’re ready for it! The design will be even more simple than the one on our forum pages’ and we’re ready to listen the voice of our users on what they want to see and how they want to use the “smithy”.                                                 Banner rotation! New banner pictures for spring, 1st of may, autumn and perhaps also gay pride? User designed banners? Sky's the limit! Speech bubble -logo and branding aren't going anywhere, but now that we have a good grounding, we can let loose a bit. Product-specific designs, new backgrounds for new product launches. Even better visual integration to product pages of Elisa and Saunalahti. We'll be incorporating a new navigation bar (currently marked with a grey bar on top of the community pages) that will allow our customers to easily navigate between our product pages, help pages, forums and self services.
Company: Joe Mobile Entry submitted by: Laurent Partouche (lpartouche) Community Manager Community: Joe Community (communaute.joemobile.fr) Lithy category: Best New Community ______________________________________________________________... See more...
Company: Joe Mobile Entry submitted by: Laurent Partouche (lpartouche) Community Manager Community: Joe Community (communaute.joemobile.fr) Lithy category: Best New Community ___________________________________________________________________   Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan.   Joe is also community-based. It means that the community is at the heart of its business model and allows for very lean operation when it comes to customer support.   Obviously it is easier to achieve this result when it's in your DNA right from the start rather than switching from a regular business model to a cooperative one.   That being said, it might have failed and we could have been flooded with support requests from angry users dying to find an answer to their legitimate questions. Fortunately this has not happened, in fact it's quite the opposite since with a satisfaction rate of 92% and an NPS score of 44 just two months after the start of our operations, our customers seems to be quite happy with their customer experience.   Let's dive into some numbers. There are 3 ways to find an answer with Joe :   1) Search the community. Chances are your question has already been asked, but also already answered. With 80K searches since the community started, this seems to be the preferred and most effective way to find your answer.   2) Open a topic : 3K new topics have been opened in the Help sections of the community (I voluntarily left out the "Café" section dedicated to off- topic discussions).   3) Fill out a support form : 2.5K have been opened so far. These are treated by our support agents via a dedicated channel and depending on the difficulty, are escalated to Level 3 support.                                           So how much have we saved ?   Again this is hard to tell since we have no prior comparison point. What we can say however is this :   We have to first make an assumption on the efficiency of the search tool. Let's say, that only 10% of searches guides the customer to the answer he is looking for (we think it is a conservative number when we look at the search terms that are most used). If we assume this hypothesis to be true, that's 8K support "cases" (10% of 80,000 searches) that would get solved without any further interaction with either the community or our support staff.                                                     All in all, this would mean that, out of the 13.5K support cases that you get if you add up 10% of the search to new topics and support forms, only 18.5% of those cases incur a direct cost for Joe (the support staff). That would be quite a compelling result in our opinion and truth is that we have not been forced to hire more support agents so those figure seems to be spot on.      Of course you should take into considerations all the efforts and staff needed to make sure that the community is indeed active and effective but in the long run, it will be more effective to have a few community managers rather than line up support agents that solve cases one by one.   One last takeaway. The community can handle the first level of support effectively because our system is simple and transparent. We don't have the burden of legacy IT or aging tariff plans. That allows the community, in most cases, to know the answers. We have worked a lot to have a simple process and make most information available directly to the customer via self-service. The best way to cut costs on support costs is to take away the root cause of calls.  
Company: Joe Mobile Entry submitted by: Laurent Partouche (lpartouche) Community Manager Community: Joe Community (communaute.joemobile.fr) Lithy category: Best Community Design ___________________________________________________________... See more...
Company: Joe Mobile Entry submitted by: Laurent Partouche (lpartouche) Community Manager Community: Joe Community (communaute.joemobile.fr) Lithy category: Best Community Design ___________________________________________________________________   Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan thanks to a web app called the cockpit that is accessible on any smartphone.   The community is at the heart of Joe Mobile's website because it is very much the key to its success and its low-cost business model.   It was clear from the beginning that Joe's community should take center stage in our otherwise very lean website. Hence on Joe's homepage the community link sits in the header's navigation bar, a search field module appears in the middle just above the latest conversations module, and the blog finally rests on the lower right side, just above the fold.   The customer is welcomed via its pseudo and a ticker that notifies him of any unread messages.   You just can't miss that Joe is serious about being a community-based service. But that's not enough. Joe's business model lies on the fact that the community should be in charge of the first-level consumer support. We don't have any call centers, just a limited number of agents that use a form-based tool to deal with the most complicated requests.   For this to work, you need to organize the community space so that the customer, who often comes here for the first time, knows instantly what he is supposed to do to find the answer he is looking for. We have worked hard on the design to ensure that a newbie would find his way. This is how it's done :   First, a mega huge search bar People are very used to searching the google way, it's just the same with Joe. Chances are your question has already been asked…and answered already so Search should be your first stop.   A  horizontal community nav bar This design moves away from the commonly accepted best practices for new communities. However, knowing that it could be risky, we decided to go along with this horizontal design that clearly separate the section for prospective customers, who mostly have questions about our services and how to join, from the section for current customers who need help when activating their number or a more technical issue related to phone or the network.   A cozy place to chat Joe's community is about support, about people helping each other out. But rather than using the Q&A style module that could have been well suited for this purpose, we went along with a regular board design. This choice allows for longer discussions between members sometimes long after the correct answer has been given and validated since we never close subjects. We also dedicated a space, the Café Joe, for pure off-topic discussions and where new users can introduce themselves to the community.   This design is a success! With 30,000 searches per month and 17,000 posts for 1400 new topics, the community is thriving.   All section are very well balanced and we mad sure that "approved solutions" would be very visible both in the live search bar and the posts to be as precise as possible for anyone having a question about Joe.                           We just added The Facebook integration for the community again using the Facebook studio tools provided by lithium. This allows to open the community to a broader audience whilst retaining the same design principles that have worked for us so far.   Good design is key to a successful website. It is even more important when you service depends on the efficiency of the community. Forums can be messy and overloaded, a well-thought design is critical to give customers both a feeling of liveliness that brings a more emotional touch to your operation but also a efficient tool to very rapidly answer any question.                                                            
Company: Webroot Entry submitted by: Jim Murray (jmurray) Community Specialist Community: Webroot Community (community.webroot.com) Lithy category: Best Superfan Story or Insight _____________________________________________   Trip... See more...
Company: Webroot Entry submitted by: Jim Murray (jmurray) Community Specialist Community: Webroot Community (community.webroot.com) Lithy category: Best Superfan Story or Insight _____________________________________________   TripleHelix (Daniel) is Webroot's biggest fan. He came to Webroot via one of our acquisitions, Prevx, back in 2011. On the old Prevx forum, over the course of about nine years, TripleHelix accumulated over 9,000 posts. When Webroot acquired Prevx, we embraced their core technology and made it our own. Accordingly, TripleHelix embraced us in a big Canadian bear-hug and never let go.   In only the single year the Webroot Community has been around, he’s already got 1,300 posts – putting him at over 10,000 posts just on our official forums. And not only is he the most active member of our forums - he actively travels the internet seeking out other security-related forums at which to talk about Webroot. Wilders, NeoWin, DSLReports - you name it - TripleHelix probably has an account there.   TripleHelix doesn't miss a single day on the forum. Each and every day, like clockwork, he signs in and stays on the forum almost the entire day. When someone replies on his threads, he almost immediately chimes in with a response. He contributes more forum content than anyone else, particularly to our Security News section.      TripleHelix is like a Security News machine who constantly churns out security-related news stories at a pace of a couple of valuable stories per day. He also keeps us up to speed on anything that is coming down the pike from Microsoft, Adobe, Java or any other companies that routinely participate in Patch Tuesday. Patch Tuesday is TripleHelix Tuesday at Webroot.   He isn't just a news-specific contributor though. One of the best things about Daniel is that he will help other users solves their problems. With 93 accepted solutions under his belt (3.5x more than the next closest member), he rivals even our official technical support helpers on the forum in his skill, ability, willingness, and availability to solve problems. It's no wonder he is sometimes mistaken for official Webroot tech support. Other forum members love him too, which is shown by his collection of 700+ kudos.     The real icing on the cake with TripleHelix is that he isn't just a Webroot superfan. He's also a Microsoft superfan. What a great combination! One day, Daniel even volunteered to take a bunch of free Webroot trials and branded pens to the next Microsoft convention he attended. We never would have even thought of asking him to do that on our own, but he thought of it himself and will be doing it in April. Daniel is like a magical, traveling Webroot billboard that offers free tech support with a little bit of Santa Claus thrown in for good measure.   Speaking of Santa Claus, one of my favorite TripleHelix stories involves our company Christmas party. On the day we had the party, the entire social media department was going to be off to enjoy some free dinner and beverages. As a rule, we advise it's probably not a good idea to come back to work right after the party. In advance of the party, which was held during otherwise staffed hours, I happened to notice that TripleHelix was online, as usual. I let him know the party was about to start and that the Community would be unstaffed for a couple of hours. He volunteered to hold down the fort while we were off enjoying some holiday cheer. True to his word, during that time, he made a series of useful posts. When I returned after the party was over to check in and make sure there weren't any fires to put out, I saw the posts, and TripleHelix saw that I was online. He sent me the following message:      Flash-forward about a week, TripleHelix was posting on Christmas Day helping users who received the gift of Webroot for Christmas and had immediately installed it. There has never been a more hardcore superfan on the internet than TripleHelix, which is why he deserves this award!