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Past Lithys

Past Lithys
Check out Lithy entries from previous years.
Company: Vodafone  Turkey Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media     Community:  Vodafone Forum  (forum.vodafone.com.tr ) Lithy category: Excellence in Customer Satisfaction ... See more...
Company: Vodafone  Turkey Entry submitted by:  Fahrünnisa Bilgin (FahrunnisaB)  Online Product Specialist - CMS & Social Media     Community:  Vodafone Forum  (forum.vodafone.com.tr ) Lithy category: Excellence in Customer Satisfaction   Vodafone revolutionized digital transformation in the Turkish telecommunication market. With a market share of %33,9 (Feb'15) Vodafone Turkey is in use of innovative online technologies and social media to service the special needs of Turkish mobile customers. Vodafone Forum launched in March 2012, as Turkey's first open discussion platform among competition is representing Vodafone Turkey with customer care on social media. Today Vodafone Forum is used as a marketing and support platform, increasing engagement of users through super user cultivation and brand advocacy.        Our 2014 customer satisfaction initiatives   At Vodafone Turkey, we take customer care to heart   Vodafone Turkey has a proactive approach in social media to collect customer insight. We have improved our success model, based on one-to-one customer care; where people receive answers from their personal moderators and super users. With these initiatives customers are getting a unique online experience since launch of Forum in 2012.      In 2014 we have listened to our super users and established new areas in Forum. We have created new discusission opportunities inside of boards for Vodafone Turkey's youth segment named "Vodafone Freezone" and "Vodafone Arena", which came through a partnership of Vodafone with the turkish soccer team Beşiktaş JK.   Our moderators are engaging users continuously, we have contests to drive user activities, where we awarded winners with high-tech devices such as tablets and 3g modems.   We have established a buddy programme in Vodafone Forum where we continue to guide people after problem resolution and provide feedback. In this way, Vodafone enables people to get in touch with each other and Vodafone Forum  has excellent reputation with 80 K + registered users, 500 K + unique visitors and 1.2 M + pageviews monthly.       The issue that we were looking to solve with Lithium   We respect our customers and listen to their wishes   It was the most interesting case when one of our Forum users contacted us about a tariff change, which could be done only in one of our Vodafone Shops. The problem was that the user was disabled, our moderators tried to help online, but we came to know that the user was not able to get out of his house. It was clear for us, that we needed take one step more for getting this issue resolved. That's why our community admin has got in contact with the members of our sales & support team and we managed a meeting with the user and took a trip to his flat in the asian side of Istanbul. The tariff change was recorded in our documents and the case was resolved onsite. It was an amazing success story, which has been celebrated by our customer operation manager. Social media team is still chatting with this user from time to time.     Our results   We believe that everybody has the right to use the latest technology   The VF Forum team has come up with a new concept: reserving a special device stock and sending the device and desired accesories to the Vodafone Shop for customer pick-up. This method of delivery has great appeal to customers in rural areas who typically are not able to choose from a wide variety of devices. With Lithium's community platform,we communicated the complete device delivery process. This contributed to an increase in Vodafone Forum's eNPS score in a year with 29 points from -6 to +22.    
Company: DenizBank   Entry submitted by: Ebru Urunga, Manager at Customer Satisfaction LSW: https://twitter.com/DenizBank and https://tr-tr.facebook.com/DenizBank Lithy category: Excellence in Customer Satisfaction   DenizBank was found... See more...
Company: DenizBank   Entry submitted by: Ebru Urunga, Manager at Customer Satisfaction LSW: https://twitter.com/DenizBank and https://tr-tr.facebook.com/DenizBank Lithy category: Excellence in Customer Satisfaction   DenizBank was founded in 1938 as a state-owned bank in order to provide funding for the developing Turkish maritime sector. Acquired by Zorlu Holding from the Privatization Administration as a banking license in early 1997, DenizBank was further acquired in October 2006 by Dexia, a leading financial group in Europe. Continuing its activities under Dexia umbrella for 6 years, DenizBank operates as from 28 September 2012 under the roof of Sberbank, the biggest and deepest-rooted bank in Russia. As of July 1st, 2013; consumer banking portfolio of Citi Turkey with more than 600 thousand customers and nearly 1400 employees were transferred to DenizBank.   The innovative and reformist strategy is our dominant qualification in the market. We are happy to rank the 5th largest private bank in Turkey according to consolidated asset size from a bank without branches, employees or customers, in only 17 years which is considered very short for our sector.  W e place our customers at the heart of all activities and work towards offering highest benefit to their lives in the quickest way under a single roof with the most advanced banking products in line with our financial supermarket understanding.   Integrating digital and mobile technologies to our products and services is among our priorities. We work towards creating, rather than following trends and place digital & mobile technologies at the very heart of our operations in order both to ease our business practices and render people’s lives more beautiful at Deniz. As a reflection of this vision, we brought in such an innovative project as Facebook Banking to the banking industry not only in Turkey, but throughout the world; realized a breakthrough by accepting credit applications through “Direct Message” at Twitter, one of the most widely used social network websites in the world. We actualized our unique “mobile wallet” application FastPay that enables everyone to make money transfer whether they are DenizBank clients or not. In short, we shaped our whole road map for our customers to benefit more conveniently from the gifts of the mobile and digital world.   In addition, we have been placed among the top 3 most praised banks in the sector by Capital Magazine, the prestigious publication of business world in Turkey. Alongside our innovative approach in Digital Banking; we have been placed among the top 3 most praised banks in the sector by Capital Magazine, the prestigious publication of business world in Turkey.   The rise of DenizBank having undersigned many success stories with its fast and accessible solutions, excellent service quality and unconditional customer satisfaction philosophy will continue under Sberbank roof from now on… Dozens of achievements that we have realized so far give us an indescribable excitement as the guarantee of the triumphs we shall accomplish in the future. In the new era, we will continue to move towards our target to be among the top players of Turkey. As our motto “Life is beautiful at Deniz” explains, we will carry on working to become the “bank at the hearts of people”.   Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 iconic brands and supports companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create social communities that redefine the customer experience.   The new Lithium brings together trusted people and trusted content to create an exchange of shared value and a more complete measure of reputation. Most importantly – and what really fires us up – is that this acquisition helps Lithium put the power back into consumers’ hands in a real way that delivers real benefits to consumers as well as brands.   We know that corporations that tap into their socially empowered customers stand to gain advantage on their socially reluctant competitors in ways beyond just reducing customer support costs. They’ve realized that customer engagement means real, topline growth and that customers who actively engage with brands, products and services are not only loyal advocates, they also spend more.   If a business wants to continue to succeed, she needs to innovate and grow and to do that you need to get serious about social.   There’s a growing realization that people don’t want to engage with website marketing copy. They’re seeking to engage their peers and learn from their real experiences. Because that’s what they trust—shared human stories relevant to their personal experiences.  And that is the  ultimate moment of truth  for brands seeking success with the new customer everyone needs to understand today: Generation C .   Social networking will carry us one step forward in Turkey as we have many social media users in our country. We as a bank knows that when we gain the trust of the customers and when we understand them, we will be the bank at the hearts of the people.   We care about our customers’  thoughts and ideas.  Our focus is excellence in client service and as a result of this we are the first Bank in Turkey who makes surveys thru Social Media. We listen the customers in every area and provide them solutions proactively. We are aware of the value of experienced staff and we built up a dedicated team for Social media service. They have also separate trainings by professional agencies about social media trends and way of behaving. With the help of Lithium features, they are more aware and flexible with the priorities.     Denizbank knows that, we should be more integrated with social media and provide the best service in that area, to be strong in the digitilization and mobilization age. With this awareness , we recognized the power and privileges of Lithium. We can manage what we can measure and Lithium provides this in very basic and feasible way. We can follow the real time queue backlogs and take necessary actions immediately. If the conversation is not related with us or is not in our scope, we can classify all of these and delete them in one shot by saving time of supervisor. So we can focus with the real claim or complaint of the customers.   Word of mouth is a very effective power and social media area holds this by impressing very huge crowds with no cost. This channel becomes a very important candidate which run rings around the other channels by delivering fast and best service wherever our customer or whenever he/she wants to reach us in a very easy way. We improved our quality by the support of Lithium and increased our satisfied customers’ numbers.   In our point of view, customer satisfaction is far beyond resolving complaints and we have increased our customer satisfaction by 22%.   As we are the 1st  ranking country in Twitter and 2nd ranking country in social media usage in the World, we have a significant number of customers who actively use social media. With the help of Lithium’s flexibility we can process 19% more conversations than before.   We started to manage all accounts in one program which provided a 24% increase in agent productivity.   Frequent templates have been defined into the system and supply a 30 second savings for each notice by making easier knowledge contribution. Decreasing unrelated conversations provides agents the ability to deal with the real customer claims and complaints, and this feature resulted in a 25% improvement in agent response time.   Previously one staff member was checking all conversations and then measuring and reporting the metrics manually. But with Lithium’s privileges, the monitoring became easier and we had a 53% FTE savings.   Supervision management and reporting has the ability of online monitoring and being alert in any capacity issues or crisis environment. Real time queue backlogs can be followed up easily. This provides us the ability to take the necessary action where and when necessary.
Company: Rogers Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager)  Community: Rogers Community Forums Lithy Category: Excellence in Customer Satisfaction   Rogers Communications is a diversified Can... See more...
Company: Rogers Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager)  Community: Rogers Community Forums Lithy Category: Excellence in Customer Satisfaction   Rogers Communications is a diversified Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high speed internet and telephony services.     In 2014, we launched a multi-year plan, called Rogers 3.0, to revitalize the company’s legacy of innovation and growth. The plan is centered around delivering a better experience for our customers. We are focused on fixing the basics, creating a more consistent experience and improving customer self-service.   Our 2015 customer satisfaction initiatives   Rogers made a $100 million commitment in 2015 and another $100 million in 2016 to customer experience improvements overall. One of our goals is to deliver the best end-to-end customer experience with minimal customer effort.   We adapted support models to customers’ mobile habits, so customers can get service on the digital and social platforms where they already spend time. In 2015, we made the quantum leap to offer support 24/7 for our customers through social media. We are still the only major Canadian telco to do so.   In partnership with Facebook, we were the first telecommunications provider in the world to offer customer support through Facebook Messenger. Customers can reach us through Facebook Messenger to ask questions, make changes to a plan, update an account, set up a new line and more.         Customers have the ability to respond at their convenience and keep track of the conversation just like they would with their friends.     Leveraging LSW has allowed us to seamlessly and efficiently respond to support requests on Facebook and Twitter, resulting in an average response time of 30 minutes or less. In fact, our goal for 2016 is to achieve an average response time of 15 minutes or less. LSW has also helped us better understand our volume and traffic patterns so we can make operational changes to better serve our customers. In order to support Facebook Messenger, we drastically increased the size of the team and were able to rely on the scalability of LSW to do so.   Our response time has steadily decreased and we have earned the “Very responsive to messages” badge consistently on our Facebook page:   How Lithium helps us solve customer issues   We want to make it easy for our customers to get help. More than 16 million Canadians are on Facebook every day, so it makes perfect sense to bring service to them -- when and where they want it. Now, our customers can message us on Facebook Messenger, ask questions, make changes to their account, and get their problems solved without waiting on hold.   Rogers has seen a significant increase in customer satisfaction metrics for social media support, and attribute part of this to the support customers are receiving from Messenger.   NPS has increased since the launch of Facebook Messenger. In fact, the Social Media Support team has the highest NPS score of all consumer contact channels at Rogers! Furthermore, customer complaints, as reported by the Commissioner for Complaints for Telecommunications Services (CCTS) declined faster than all key competitors, down 26% in 2015 and down 50% over the past two years. At the time of this submission, the Mid-Year Report from the CCTS was just released: The Mid-Year Report lists the number of complaints received from the customers of all Participating Service Providers, and shows a substantial decrease in the proportion of complaints received from customers of Rogers. “Although Rogers still had the second-most complaints, it generated 65% fewer complaints in the first half of this year than in the same period last year. We applaud Rogers for the time and effort it has invested in working with CCTS to reduce the number of customer interactions that require recourse to CCTS, thus improving the customer experience for its subscribers. We encourage all of our Participating Service Providers to make similar efforts.” In our first month alone, we had over 70,000 customer interactions on Messenger. As we continue to invest in personalized, online and self-service options, contact volumes have declined by almost 13% in 2015.    
Company:  TELUS Entry submitted by: Scotty Jackson (Sr. Strategy Manager) Community: TELUS Neighbourhood Lithy category:  Excellence in Customer Satisfaction   TELUS is Canada’s fastest-growing national telecommunications compan... See more...
Company:  TELUS Entry submitted by: Scotty Jackson (Sr. Strategy Manager) Community: TELUS Neighbourhood Lithy category:  Excellence in Customer Satisfaction   TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.   Putting our Customers First   Our top priority since 2010 is putting our customers first. We do this by consistently delivering exceptional client experiences and winning the hearts and minds of Canadians on our journey to become a world leader when it comes to the likelihood that our customers recommend our products, services and people.   We know that listening to our customers is an integral part of our Customers First journey and that taking action based on what they say is just as important. Over the years, we’ve worked harder to identify what our customers are looking for and delivered products, services and experiences that met their expectations.   Every team member, regardless of their role, has a responsibility to put customers first, which is why we have continued to integrate a Customers First culture across the organization.   How We Executed Our Customers First Initiative   In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. Pairing this team investment with existing LSW capability, the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).   This meant redefining and redesigning the role of social operations, its job description, and its day to day functions. We diligently tested and recruited for this newly redefined role, and have worked with the successful team members to provide them with increased levels of access to and capabilities within both LSW and our community, the TELUS Neighbourhood.   Our goal was to create a team rooted in both service and content creation excellence who could look at customer questions as unmet demand for support content, then work to meet that demand with social and crowdsourced content. In doing so, we engage and satisfy our users while saving organizational cost. Through our revamped operational team, their access to content creation, adoption of LSW publishing and campaign capability, and their access to management of and response to Ideas, Blog, and Articles (TKB) conversations, we have effectively realized that goal.   A key example of this strategy in action was our development and maintenance of a software update schedule. Upon hearing social conversation and having customer concerns expressed, we were made aware of an opportunity to more transparently share the process for and schedule around delivering software updates to mobile devices. We created a Blog post and Article that addressed these needs, and have leveraged them to great success in fielding inquiries and concerns.   A second example was the StageFright campaign. When Android customers were vulnerable to the StageFright exploit and it started gaining media attention and driving social conversations, we wanted to get in front of the questions. As such, we rapidly developed an Article about the StageFright vulnerability, leveraging content from users already posting. Customers could then be referred to this not only in social, but via our IVR when phoning in and through a mass text campaign where we promoted the Article and community to all Android device users.     Our Q1 2016 Success Results   A summary of the benefits realized in Q1 2016:   98% customer satisfaction 90% likelihood to recommend TELUS (NPS) 89% likelihood to share experience > 11,000 Twitter and Facebook conversations and over 30,000 responses sent 80% of Twitter conversations responded to in 35 minutes or less > 1,600 community posts, 90%+ community-created > 330,000 unique community visits Offsetting of over 66,000 live contacts (call, email, web chat, or store visit) $3.6M in annualized operational savings
Company: du Contact: Samya Chahin (Director Digital Self Service) Community: du Community Lithy category: Excellence in Customer Satisfaction   About our team: Digital Business Our goal is to drive the digital revolution for ... See more...
Company: du Contact: Samya Chahin (Director Digital Self Service) Community: du Community Lithy category: Excellence in Customer Satisfaction   About our team: Digital Business Our goal is to drive the digital revolution for our customers and our business. We will do this by offering a seamless, excellent experience across all our digital channels, as well as finding smarter digital solutions that offer the greatest value.   About du du started operating in 2007, offering mobile and fixed telephony, broadband connectivity and IPTV services. Today, we serve more than 7.5 million individual customers and over 80,000 businesses in the UAE. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters.   Our customer satisfaction initiatives  We see all of our digital channels, including du Community, as an opportunity to improve customer satisfaction. Our aim is to set the standard for service providers in the UAE by giving customers the best experience online. 2015 was a period of intense investment in our digital channels to improve customer satisfaction, take away pain points and reduce the need to queue in stores or at our call centres: Revamping our online self-service channel ‘My Account’ – to offer 50+ online self-service features – resulting in 25% increase in users in just six months: Added flexibility – quick and easy way to change plans Greater transparency – view payment and usage history Trouble shooting – allowing customers better manage spending and resolve queries Only UAE telecom to allow customers to renew personal ID online – previously customers had to queue in store to renew ID in person to comply with the country’s strict ‘My Number My Identity’ requirements.   Offered queue jumping service on du App We’ve reduced their waiting time in du stores by allowing customers to forward book appointments on du App. Customers can book appointments up to two hours before visiting a du store and ensure they’re next to be seen on arrival – minimizing their wait time. Nearly 12K customers saved time using the service in the first 3 months.   du App revamp A major revamp of du App added new functionalities and a vastly improved user experience as it moved from hybrid to native. This resulted in a 37% increase in downloads of the du App – encouraging customers to switch to a more convenient way of paying for and managing their services.   Positive customer satisfaction indicators from our digital initiatives in 2015     The most  important customer issue we  were looking to solve via  Lithium implementation     We want our customers to spend time on the things that matter most to them, not queueing in our stores or on the phone to our call centers. Like any major service provider we experience an unnecessarily high volume of customers visiting, these channels which is a good spend neither of their time, or efficient operationally for our business. Our Community allows us to remedy this problem by solving basic problems for customers.   We also believe communities build trust between brands and people. Engage in two-way conversations with our customers is essential to building relationships with them. Our Community allows us to be more open as an organization, listen to our customers, help them and act on their advice to improve service and drive innovation.     In 2015 the main focus for us was to understand community’s member need and to encourage community to help each other and make it easier for them to find solutions. We believe word of mouth is key to spread trust with du and the Community is the ideal place for this.     Results: Community is giving the opportunity to du employees to interact with customers directly, in a less formal way, which facilitates better discussion and shows we are more open as a brand. This gives us a deeper understanding of their needs and accordingly improve our services as per customer expectation. We are now starting an ‘ask the experts programme’ with leaders in our organization facing live questions on the community.   Compared to 2014, we observed an increase of completed registrations by 84% and an increase of unique visits by 207% by end of 2015 – indicating value to our customers.   The idea section in the Community proved very successful. This gave customers an opportunity to share ideas, observations and suggestions for improvements. A dedicated team have been assigned to look into over 100 ideas shared, with 35% likely to be taken forward to fulfill the customers needs.   These ideas also contribute to the Ruler of Dubai’s vision for the city to be the happiest in the world. The team assigned to Community team also share the responsibility of working with the eGovernment smart initiative to collect from the public ideas and comments to participate in building the future of Dubai. This helps maximize the value of each idea shared.     Our metrics Since we launched du Community, our customer contact base measure, which presents the number of customer complaints received through shops and contact centers versus subscriber base has decreased from December 2014 to December 2015 by 5%.     NPS scores for online channels:     The first Community value analytics report resulted in an impressive satisfaction result compared to similar telcos:   83% come to the community to search for information 59% found the information they are looking for on the Community 33% would call support, 14% would go to the store & 13% would post on Community their question if they can’t find an answer 53% would recommend Community to friends   du Community stands at the top when benchmarked with communities of top 4 global communication service providers (CSP) for on customer satisfaction.   Source of top 4 CSP: Lithium December 2015      
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Excellence in Customer Satisfaction   Fido connects Canadians to the thi... See more...
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Excellence in Customer Satisfaction   Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).   Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.   The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the Fido TM   wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.     Customer Satisfaction Initiatives   Our Community initiatives included: The optimization of our Community content, A complete redesign, and increase in customer support, Deliverance of a seamless self-serve flow for our customers.   The primary motivation behind our redesign was to increase customer satisfaction by making them feel welcome and comfortable to participate in the Community. Our optimization project in early 2015 served to clean up the content on the Community to ensure accuracy and relevancy, enriching the self-serve experience for our customers. In total, 6600 threads were reviewed and labelled and over 3000 posts were marked as the Accepted Solution. 2015 was also the year we increased the number of Community Moderators, for the purpose of offering better and timelier support. Furthermore, we’ve taken measures to be more transparent with our customers by keeping the Community up to date with information such as software and network updates, website changes, really anything that would be useful for customers to know.   For Social Media, our goal was to: Differentiate ourselves by delivering best in class service Improve and maintaining an excellent response time and resolution rate.   We created a team of multi-skilled specialists to service our customers on our Social channels and act as Fido brand ambassadors. Offering the best customer service while maintaining a great response time means having the best tools at your disposal. This is where LSW comes in as a game changer. Not only does LSW help our Specialists offer the best customer service thanks to features like Knowledge base and queue assignment, it also proved to be the perfect tool to keep on top of our response time. Our resolution rate and NPS score are testimony to how LSW has reshaped how we help our customers on Social Media.     Our Approach   For the Community, we wanted to improve our CHI score and response time while offering full customer support. As a company who takes pride in the quality of our customer service, we understand that answering customers in a consistent and timely manner is key to their satisfaction. The implementation of LSW and the redesign of our Community were crucial elements in achieving these objectives. The redesign and promotion of the Community attracted more members to participate, which in turn generated more traffic and liveliness overall. Over time, these steady increases resulted in a healthier and more active Community (significant increase in CHI score).   The implementation of LSW was essential in managing these new volumes of activity. Thanks to LSW, we were able to reduce, control and maintain our response time strategy for public and private messages, while ensuring no one ever remains unanswered.   With the help of Lithium, we have developed a world-class peer to peer support Community. The outcome of using LSW to process our customers’ requests in Community and Social Media channels was outstanding and resulted in our customers being incredibly satisfied.     For Social Media Support, we wanted to improve and maintain a best in class response time while increasing our NPS. LSW proved to be the best tool for us to achieve our goals, primarily thanks to the following features:   Analytics: Analytics helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…we can clearly see what our customers are chatting about, which allows us to address potential issues in a more efficient manner. Tags: Tagging conversations gives us greater business insights, which in turn allow us to better serve our customers by identifying potential trends and proactively reacting to them, improving overall customer satisfaction. Coaching: LSW is also a useful tool for coaching our specialists as it provides access to the conversation history, which in turn helps us deliver a better service to our customers. Support: LSW helped us support the launch of FB Messenger and Twitter DM enhancement and in turn provided a better customer experience. Pending: Having pending conversations sent back to our queue after 48 hours allows us to follow up with customers who stopped replying to us and therefore improves the customer experience and making us look on top of everything. Rules and Routing: Through key words, we can proactively engage and offer help to people who are talking about us but aren’t actually reaching out to us. This shows our customers that we’re always willing to help and we’re not afraid to be proactive.   Traffic control: The prioritization (Klout), snooze feature and ability to assign posts to different queues helps us better manage our responses, and keep a close eye on our response time.   Our results   Our CHI increased by 159 points (30% increase) and we successfully reduced our Community response time by 93%. For Social Support, we registered an NPS of over +60 by the end of 2015, and reduced our response time by 87%, meriting and keeping the Very Responsive Facebook badge on March 1 , 2016.    
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Company: Zuora Contact: Lana Lee  (Support Community Manager) Community: Zuora Community Lithy category: Excellence in Customer Satisfaction   Zuora’s Relationship Business Management (RBM) solution helps businesses launch or shift pro... See more...
Company: Zuora Contact: Lana Lee  (Support Community Manager) Community: Zuora Community Lithy category: Excellence in Customer Satisfaction   Zuora’s Relationship Business Management (RBM) solution helps businesses launch or shift products to subscription, implement pay-as-you-go pricing and packaging models, gain insights into subscriber behavior, open revenue streams, and disrupt market segments to gain competitive advantage. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, San Francisco, London, Paris, Munich, Beijing, Sydney, Tokyo, Amsterdam, Vienna, Copenhagen and Stockholm. Clients come from a wide range of industries: media, travel services, consumer packaged goods, cloud services, and telecommunications. Clients include Financial Times, Schneider Electric, Box, Honeywell, NCR, RTL, lynda.com, The Guardian, YP.com, BlueJeans, Shutterfly, TripAdvisor, Vivint and Trulia.   Our customer satisfaction initiatives   Customer Satisfaction Initiatives in 2015 was to establish more visibility on use cases, implementation and enhancement requests. Seeing how our customers, partners and internal Zuora staff interacts, opens a new world for us to give us better positioning on how to help our customers with a different level of approach (Voice of Customer, Customer Advocacy Program, etc.)   Focusing on customer support excellence Nothing stands in the way of excellence for Zuora’s multi-Stevie® Award winning Global Support Team. Our support team spans the world, giving our customers just-in-time solutions to help power their subscription business and grow in their Zuora expertise. With over 30 global support agents, Zuora support provides quick response, resolution times and received an average customer service rating of 95% for the entire team. By implementing Lithium for our Zuora Community, we’re continuing to focus on delivering the best customer service possible to aggregate content by bringing togther sources of knowledge and information, deflect support tickets to save costs and give customers an integrated visual experience with corporate branding. We believe that we’ve solved these customer issues and more with our cutting-edge Zuora Community that moves Zuora Support to a higher level with its innovative platform that enables peer-to-peer knowledge sharing and gives customers a voice in shaping Zuora’s product roadmap. Our Community User Groups give customers and partners a space where they can network, provide feedback and receive updates on the latest Zuora releases and features.   Our results   30% of our Community’s traffic is in our Ideas forum, which proves to be a popular Community destination since our product managers frequently interact with customers who give suggestions on improving Zuora. Time spent in the community is approximately 9 minutes per member and we see an average of 20k page views per month which shows us that our users are browsing ideas and forums for solutions. Using our Zendesk integration with our Community, any customer post that has no intial 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 over 30 support agents in our global Customer Support Services and Community team, we ensure that no issue is left unattended.    
Company: Domo Contact: Dani Weinstein (Senior Community Manager) Community:   Dojo Lithy category: Excellence in Customer Satisfaction    As the world’s first Business Cloud, Domo brings together all the data, all the people and all th... See more...
Company: Domo Contact: Dani Weinstein (Senior Community Manager) Community:   Dojo Lithy category: Excellence in Customer Satisfaction    As the world’s first Business Cloud, Domo brings together all the data, all the people and all the insights business users need to run their entire business to make faster, better-informed decisions to improve performance.   Dojo Community   Domo’s online customer community, the Dojo, includes more than 1500 members and serves as a platform for customers to collaborate with fellow customers, post and receive answers from Dojo experts, connect with peers, share best practices, offer ideas to improve the Domo product, participate in contests, events, rewards programs and much more.   Recently passing its one-year anniversary, the Dojo realized exceptional growth and customer adoption, increasing the number of community posts by over 200% by the 4 th quarter of its first year. With consistent growth, Dojo is cultivating a community of Domo super fans.   Dojo and Lithium Integration   Utilizing the Lithium platform, the Dojo community set out to increase customer participation and engagement including the creation of the Dojo Ideas Exchange.   The Ideas Exchange was created as a place for members to contribute thoughts and ideas surrounding the Domo products and services. Members can submit ideas or suggestions, facilitating conversations and allowing their voices to be heard with the goal of improving Domo’s products and services.   To date, the Ideas Exchange has generated nearly 500 customer ideas with almost 1 out of 7 ideas being approved and or implemented to date in product. By integrating the Lithium platform, the Dojo was able to develop a robust process using Domo software to pull in the data from the Ideas Exchange and providing a consumable and easy-to-view dashboard for our product management team that includes:   Real-time status updates for all ideas on the Ideas Exchange What product manager owns the specific idea, pending review and approval Hyperlinks to the Ideas Exchange allowing for updates and comments on specific data   Product managers can view ideas by status in a real-time pie chart     The moment a new idea has been posted and received at least one vote, Domo’s product management team receives an alert to assign that idea to a product manager for review. The goal is to ensure each idea that receives at least one vote, be assigned for review from a product manager. It’s easy for our product managers to see and track all of the ideas they have been assigned.     From there, product managers can drill down to see the detailed view with hyperlinks to the exchange where they can manage and update ideas status real time.     Nearly 14 percent of ideas submitted have been approved and executed in the Domo product thus far and a number of other ideas are pending serious consideration. Customers love this exchange because they have a voice in influencing the Domo product road map. Ideas are crowd-sourced and voted on by fellow members.   One of our Dojo members submitted an idea for a new card that would track how many Domo licenses they had used up and how many licenses were left open. We were able to create this Participant License Gauge to better track our customers license usage.     At our annual user conference that we held in March 2016, we honored one of two Ideation Champions (who delivered more than 70 combined ideas) during our Dojo VIP awards lunch.   The winner, Robyn Linden stated, “The Dojo has been an amazing resource for me. I know when I submit a question or idea, my voice is heard by Domo staff members. It’s great to know that my ideas are being reviewed and discussed to have a greater impact on the overall product.”   Linden posted a tweet following her win as Ideation Champion.     In the Dojo’s first year as a community, we achieved a 185% percent increase in the combined number of posts made and ideas submitted in comparison with the first quarter that the Dojo went live.     Finally, we have seen almost a 600% increase in idea votes received in Q1 2016, compared with Q2 2015, while we witnessed more than a 250% increase in likes received in Dojo during the same time frame. Customers love the Ideas Exchange which has driven community engagement and customer satisfaction!    
Company: Hilton Worldwide Contact: Lee Diaz (Social Media Product Manager) Community: Hilton Suggests Twitter  Lithy category: Excellence in Customer Satisfaction   Hilton Worldwide is one of the largest hospitality companies in the wo... See more...
Company: Hilton Worldwide Contact: Lee Diaz (Social Media Product Manager) Community: Hilton Suggests Twitter  Lithy category: Excellence in Customer Satisfaction   Hilton Worldwide is one of the largest hospitality companies in the world, with mre than 4,600 hotels, resorts and properties in 100 countries and territories, and we’re growing faster than ever. Our 96-year history as pioneers in the industry makes us the preferred venue for travelers, developers, partners, and team members alike.   Our customer satisfaction initiatives of 2015   Hospitality and customer satisfaction should be extended to all travelers, even before they are your customers. With this focus, in 2015 we continued the expansion of the Hilton Suggests program to be an even broader global community of Hilton Worldwide team members, at all positions, that serve as a proactive resource for travelers visiting around 100 global markets. Hilton Suggests members give their time to listen for travelers’ questions, point unfamiliar travelers in the right direction, and even assist fellow locals seeking the next hidden gem for their bucket list. Through this, we deliver tweet tailored reccommendations for where to eat, what to see and what to do in our cities, to any traveler that needs a little direction.   A 2014 Study by Google on the Traveler’s Road to Decision showed that 83% of users that go online to find travel inspiration use social networking, video or photo sites. The @HiltonSuggests team helps develop some of that inspiration and alleviates some local research by surprising and delighting Twitter users seeking out travel advice with unique, local recommendations. By reaching travelers where they are, and when they are asking questions, we were able to share over 30,400 responses in 2015.     The most important customer issue we  were looking to solve via  Lithium implementation?    Travelers, as resourceful as they are, often need direction as they get ready to explore. Our focus is to help answer travelers’ questions of where to go, what to see, and where to eat that we all have as travelers to a new city. Even when they are not looking to Hilton Worldwide to answer their questions, we want to surprise and delight them with our focus actively listening, taking the time to respond, and delivering a quality piece of information from a local perspective.   Each suggestion is an authentic, first-hand recommendation based on the experiences of one of our local team members. And while we are happy to help travelers find a hotel - our primary focus is always to enhance the overall travel experience during a new-nomad’s visit.   We understand that it’s easier to appreciate the quirks and cultural nuances, too, when you’ve had a chance to experience the culture at its originator. We live and breathe the vision that our founder, Conrad Hilton, understood to be so important:   It’s our mission to fill the earth with the light and warmth of hospitality - one tweet at a time.   Our metrics     Given our focus, to reach any traveler seeking local recommendations, our core satisfaction metric is based on our ability to connect to travelers: Response. In 2015, we had just over 90 Team Members Tweet over 30,400 responses to travelers’ questions.   We leverage Lithium’s Social Web to ensure that each Team Member is receiving traveler questions from their local city / region / market, and can quickly identify which questions they can answer based on their experiences in the city they live and work in.    
Company:  ScottishPower Entry submitted by: Chris Brennan ( Senior Search and Social Strategy Manager - Digital Marketing) Community:  https://twitter.com/sp_energypeople https://twitter.com/ScottishPower https://www.facebook.com/Scot... See more...
Company:  ScottishPower Entry submitted by: Chris Brennan ( Senior Search and Social Strategy Manager - Digital Marketing) Community:  https://twitter.com/sp_energypeople https://twitter.com/ScottishPower https://www.facebook.com/ScottishPower Lithy category:  Excellence in Customer Satisfaction   ScottishPower supplies energy to over 5 million homes and businesses in the UK, as part of the Iberdrola Group, a global energy company and world leader in wind energy.   As the number one European utility by market capitalisation we are helping to change the energy market for the better, driving innovation from the way we generate and supply energy to how we interact with our staff and customers.   Social Media is at the heart of our strategic growth and our constant drive to be an Energy company you would be happy to recommend to friends and family.   Our  customer satisfaction initiatives: 360 o Customer View   During 2015, we faced a challenge in managing the perception and reputation of our customer service after a sustained period of instability post implementation of a new Billing and CRM system. Prior to this, our Social Media landscape was a healthy and vibrant small community of engaged advocates. This community rapidly grew and became steadily more negative as customer service complaints and media focus increased. With only two full-time staff operating during business hours our situation quickly became unmanageable and added to the negative perception around ScottishPower at the time.   Faced with this challenge, we conceived, developed and began implementation of our Customer 360 O program focusing on re-engaging with customers and improving satisfaction and reputation scores. Central to this was bringing social media closer to our tradition customer touch points with a truly Omni-channel approach to service. In delivering this approach, we embarked on three key social initiatives utilising LSW to deliver a truly exceptional Social Customer Care experience.   Filter out the noise: Utilise LSW tags and routing to allow our small customer service team to focus on real customer engagements   Prioritise those who need help the most: Energy is an important part of our daily lives. Utilising priority rules in LSW we have refined key word routing to ensure when someone loses their electricity supply or are a vulnerable customer we are able to intervene quickly to help.   Reducing repeat contacts: From social listening, we identified a pool of repeat customers. Using LSW we have been able to revise and resolve issues through improved end-2-end case management to minimise the reputational damage from serial dissenters.   The most important customer issues we were looking to solve via  Lithium implementation   Focusing on delivering excellent customer service on social We have always had a proud history in delivering exceptional service to our customer and that had been impacted somewhat by the migration to our new billing system. Through social it was important that we re-engaged with our customers and restored their confidence in ScottishPower as their energy provider.   By embarking on the Customer 360 0 project, we have been able to improve our customer service performance on social dramatically. LSW has been central to this strategy and has provided the platform to re-engage with our customers and restore confidence in our brand. Through the metrics that we track regularly we have seen a significant improvement and with a 13 point improvement in our social sentiment post LSW implementation it is clear that our customers are also seeing the benefits of our enhanced social service.     The robustness and confidence we have been able to install in our team since implementing LSW led us to re-open and cleanse over 2.5k pervious social service cases reducing our repeat contacts by 30% and restore faith in previously dissatisfied customers.   Due to our increased focus on measurement and performance management, we have now extended our coverage to 24/7 and our team has trebled in size. Internally Social First is our new approach with Monitor Wall visible in key departments such as THE Digital Innovations team, Customer Services and shared with all appropriate C-Suite leaders.   Making it easier to do business with us In-depth routing and reporting capabilities have allowed us to focus on the root cause issues to drive service improvement. As such, we are now able to embark on a pro-active engagement campaign to educate and help consumers and reduce the need for them to individually contact us.     Metrics  Positive and neutral sentiment improved from 77% pre Lithium to 90% post Lithium Repeat social complaints reduced by 30% Average response time for Priority 1 cases reduced from 1 hour to 20 minutes. 80% of mentions responded to in less than 1 hour with 98% within 2 hours. 200 repeat customer cases fully reworked and helped through re-engagement using Lithium Recent Independent Industry benchmarking by Social Bakers showed we had the 2nd highest number of service engagement in the industry (highest of the major suppliers by customer base) yet the fastest response rate of all suppliers Overall Customer Satisfaction scores are improving with the percentage of Very Satisfied increasing by 20 percentage points over the last 6 months    
Company: Breast Cancer Care Contact: Anna Brown (Digital Community Officer) Community: Breast Cancer Care Forum Lithy category: Excellence in Customer Satisfaction   The Breast Cancer Care Forum is the largest single cancer forum in th... See more...
Company: Breast Cancer Care Contact: Anna Brown (Digital Community Officer) Community: Breast Cancer Care Forum Lithy category: Excellence in Customer Satisfaction   The Breast Cancer Care Forum is the largest single cancer forum in the UK.  It was the first peer support forum of its kind, originally launched in 1999/2000.  Our Lithium powered platform enables users to safely share their personal stories and receive emotional support from other people affected by breast cancer. Central to the success of the forum is an environment from which trust can develop, thereby encouraging empathy, human connections and interactions, albeit virtual; this in turn creates a safe space that lessens isolation and anxiety.  Real people-virtual connection:  Overcoming isolation using accessible technology. There are many ways to face breast cancer, we help people find theirs.   Our organization’s customer satisfaction initiatives in 2015   In 2015 we aimed to increase registrations, user engagement and widen our reach to be accessible to everyone affected by breast cancer. As a charity we looked at ways for delivering more for less and reduce our expenses whilst maintaining safety and integrity.   We are a user centric organisation and incorporate all user feedback, input or direct data from LSI to inform improvements to customer experience and user journey on the forum. By listening to our users in workshops and reading comments in posts, we know they want instant access to online support at the time they need it, for this reason we have removed first post moderation and implemented SSO so users only need one account for our Forum and breastcancercare.org.uk.   To support this reduced moderation we have customised the keyword and smut filter systems, as well as activating the abuse notifications and spam quarantine.  By doing this we have reduced our moderation team from 6 sessional moderators and 1 Coordinator to 1 Digital Community Officer and 1 Digital Community Assistant. Through this careful implementation we have not only preserved our outstanding reputation of being a safe and risk free environment, we have significantly built on it. We can safely rely on robust Lithium technology, and through all these changes we have simultaneously increased and expanded our customer engagement and service provision. To illustrate, below are our targets and achievements for the year.     User engagement and satisfaction We know that the ‘midnight terrors’ are real for many people, both newly diagnosed or further on in their treatment of breast cancer.  A popular thread used by many during the ‘witching hours’ is ‘The Night Birds’ ; where members of the community chat and reduce isolation when everyone else is asleep.   The community is an invaluable source of support and information regardless of the stage of breast cancer journey:  At the beginning when it is all new and frightening;   “i have been reading the forums since waiting for my results and found it a tower of strength. Thought it was time I joined in........”   Experiencing side effects of treatment;   “ I think the side effects affect us more than people realise and that is one reason why these forums help so much”   Coming out the other end of treatment and wanting to support others;   “EXTOLLING THE VIRTUES AND BENEFITS OF THIS WONDERFUL FORUM AND THE WONDERFUL PEOPLE ON IT. ALL OF WHOM, BASICALLY "SAVED MY LIFE". Our users regularly share their experiences both of online and offline services.  Increasing user engagement with the rest of Breast Cancer Care is important to us and our users are the best sources of referral:   “I’m part way through a course called Moving Forward run by Breast Cancer Care – it’s four morning sessions with other ladies who have recently finished treatment and we are covering topics such as diet, exercise, relationships, menopause symptoms, recurrence etc, and to be honest the most powerful thing is being in a room with ten other women who, just like you guys, absolutely get how I am feeling and thinking.  If this is your thing then I’d urge you to have a look and see if there is a course running near you.”   We recognise that for many users they receive the information and support they are looking for by reading posts rather than by actively contributing.  We wanted to encourage this group of forum users to still feel a member of the community and achieved this by introducing Hugs, customised from Kudos. Users are now able to connect with each other as well as show compassion and empathy by sending Hugs in response to a post.  This function has been very popular and from launch in December to the end of March a total of 3,948 Hugs have been given.     Another recent user focussed innovation has been the implementation of Community Champions.  We identified 21 possible users who naturally offer support and empathy as well as support new users and signpost to other areas of support.  100% of people contacted accepted the recognition:   “I’m knocked out ‘cos all i do is out of love and passion for my fellow womankind.  How wonderful.”     We have noticed a steady increase in engagement since this implementation and plan on building on this success.     Our plans for the very near future include a forum restructure. Using the data and analytics from LSI, we have identified areas of the forum which are underutilised.  The flexibility of the Lithium platform enables us to move categories and boards to reflect the needs of our users and to enhance the ease of user journey. Removing inactive areas allows us to introduce new areas which have been requested, such as a ‘Coffee Lounge’ where users can still connect in a safe online environment but in conversations which are cancer free.   Other new areas include a closed private group for our Community Champions and an innovative category, ‘Ask Our Nurses’. This is where users can directly ask questions to our highly regarded clinical specialists enhancing our Helpline and ‘Ask the nurse’ email service.       In the last 12 months our forum has grown by 40% and we have no intention of sitting back and settling for that.  With the ability to be reactive to our users’ needs and having the data, both quantitative and qualitative to support and underpin decisions, we will continue to grow from strength to strength.      
Company: Vipnet  Entry submitted by: Hrvoje Puljko (puljac) Community (Forum) expert Community: Vip forum (http://forum.vip.hr) Lithy category: Excellence in Customer Satisfaction   Vipnet  is the first private mobile network operator in... See more...
Company: Vipnet  Entry submitted by: Hrvoje Puljko (puljac) Community (Forum) expert Community: Vip forum (http://forum.vip.hr) Lithy category: Excellence in Customer Satisfaction   Vipnet  is the first private mobile network operator in Croatia, a part of the Telekom Austria Group.  By entering the Croatian telecommunications market in 1998, Vipnet introduced competition into mobile telephony. Over the last 15 years Vipnet acquired the status of the most renowned innovation leader on the telecommunications market in Croatia.   Vipnet was the first in Europe to demonstrate the HSPA network, thus offering mobile Internet access that is faster than ADSL. Furthermore, Vipnet was among the first in the world to successfully test HSPA+ technology for mobile broadband. In June 2013 at the Faculty of Electrical Engineering and Computing in Zagreb Vipnet set a new world record for the fixed segment with speeds of 5 Gbit/s using the hybrid fiber coaxial (HFC) network, and in the mobile segment presented speeds of up to 300 Mbit/s based on 4.5G – LTE Advanced technology. In September 2012 and again this year Vipnet was proclaimed winner in the Best value for money for business in the Business Best Buy Award. Vipnet currently has more than 2 million customers. Vip forum as a goal has multiscreen customer experience, to increase street credibility, and to be customers' first choice when searching for support information.     Vip forum also has a purpose to increase brand awareness and to be the place for engaging existing and future Vip customers.   Vip forum represents a new crowdsourcing platform intended for gadget and online discussion enthusiasts seeking fast, simple, precise and competent answers to all their questions concerning telecommunication technologies, products and services.   Vip forum was launched at the end of August 2013 as Vipnet’s first crowdsourcing platform. In just six months, Vip forum has become a unique place for online discussions about telecom technology, products and services in Croatia.   In its first 6 months of existence, Vip forum has generated 600,000 visits and a pool of 1600 registered users, which have proven to be very active with more than 12,000 posts.    Out of 1600 registered users, approximately 10% are active* continuously on a monthly basis. (*active members are those which have one or more posts per month – counted as one; not included are members who only login and read)     The idea to have an engaged community that is self-sustained has been achieved, since crowd ratio is constantly above 90% (ratio of user posts over moderator posts).   High scores of satisfaction were given by forum users in recent surveys conducted: 96% found or got an answer for their question 90% do not have a need for any other contact towards Vipnet (through customer services or shops) Vip forum NPS is 51%    BUILDING USER ENGAGEMENT   Vipnet’s vision from the very beginning was to create a place where everyone is welcome, not just Vipnet customers, and to create a non-censored playground where users can show their personal knowledge and expertise by providing valuable content.   To embrace this crowdsourcing concept and to start building user engagement, well established names from online community and IT/telco journalists were involved in Vip forum trial and helped to design final version of community platform.      During the 2 week trial, beta testers spent more than 200 hours online and generated more than 50 different ideas and improvements which were implemented in final Vip forum version.   Whole usability testing was done directly on the forum, enabling participants to be recognized as co-creators of new community.   During this trial, the forum received an excellent SUS* score from users which participated in SUS survey questionnaires => 87,5   (SUS* - the System Usability Scale ISO standard ISO 9241 Part 11, Measures Usability &  Learnability)   Beta testing purpose, besides functionality test, was also to gather pre-SuperUsers which will actively participate in forum after the public launch.   The purpose is fully accomplished, all beta testers are still active on Vip forum, and they alone provide a high percentage of answers to community questions.   Also, they are now a pool of usability testers for other Vipnet products and services, as independent and respected telco enthusiasts.    
Company: Sky UK Contact: Graham Henderson (Community Manager) Community: Sky Community Lithy category:  Excellence in  Customer Satisfaction   Sky is Europe’s leading entertainment company. The group serves 21 million customers... See more...
Company: Sky UK Contact: Graham Henderson (Community Manager) Community: Sky Community Lithy category:  Excellence in  Customer Satisfaction   Sky is Europe’s leading entertainment company. The group serves 21 million customers across five countries: Italy, Germany, Austria, the UK and Ireland. We offer the best and broadest range of content, deliver market-leading customer service and use innovative new technology to give customers a better TV experience, whenever and wherever they choose.   Our 2015 customer satisfaction initiatives   Community Oracle Programme   At Sky our service message is a simple one; “We want to offer the best service in the country”. The Sky Community was founded in 2010. Since inception we’ve adopted and tested a number of engagement models. At the outset we had a handful of staff and then moved to full service model with over 50 fulltime agents responding to customer posts in the Community. The long-term aim was for the Community to move to a peer to peer model when the user base was high enough. We felt the time was right at the end of 2015 when we had a staggering 1.5 million Community members. We now operate with a peer to peer model with strategic engagement from a team of 5 Community Engagement Specialists and one Community Manager. How can you go from 50 staff to 5 staff overnight while growing a community and out performing business KPI’s like NPS and call deflection? For us, the answer was simple! We had to empower our members by opening our doors and letting them look inside- a real challenge with multiple sites and over 30,000 employees across the UK. We had been running a community Superuser program since 2011 with a relatively small number of members, typically ranging from 8 to 12 members. Despite this small number, these particular members were responsible for creating the best engagement, sharing the best knowledge and generating balanced discussions. We’ve never had a formal Superuser structure in place. No events, no incentives, limited communication and no additional tools. We literally gave them a Superuser badge and said “off you go”. We realized that this had to change!   The most important customer issue we  were looking to solve via our Lithium implementation   We wanted to increase NPS, increase the number of accepted solutions and ultimately deflect calls. We wanted the community to become our customers first port of call, regardless of their interests and levels of digital platform usage. We had already identified our Superusers as the solution, but had to find a way to increase their contribution, offer them more support and grow our Superuser numbers. So what did we do? The first thing we did was listen! We asked our Superusers for feedback and spoke Lithium about best practice. Some of the feedback was great, but much of it was tough to hear. Our conclusion was simple; “we’re letting these members down and need to do more. We’ll never increase NPS or call deflection with this current model”. It was then that the “Oracle” programme was born. We launched in January 2016.   Features of the Oracle Program: Annual event – We introduced an all expenses paid annual event to show them how much we care. For the first time we brought the whole business together using our community. They viewed our product labs, touched Sky Q for the first time, toured our news and sports studios, sat in a McLaren F1 car and met some of our TV presenters.   Our Sky News HQ presenters left the studio to meet our Oracles. (from left to right: Natalie Sawyer (Presenter), Robbie (Oracle), Adam Leventhal (Presenter)   Our Oracles toured Sky studios and many fulfilled a lifetime dream to see and touch a real McLaren Mercedes F1 car.   Annual program that recycles every year. This allows us to keep the program fresh and current. It also allows us the ability to take time out to reward our best members. Incentives – for the first time our best members are rewarded. The annual program allows us to modify and improve the incentives as we learn through data and qualitative feedback. We also invite Oracles to adhoc events, such as the Sky Q press launch. Two Oracles attended and subsequently answered over 90% of all questions related to the product up until launch.   Andrew Olson (Director of New Products) presents Sky Q to the world during our London launch event. Our Oracles were there along with the press and VIP’s.   Quarterly hangouts – We jump on a call every quarter and tell our Oracles about our jobs what we’re working on. We also invite guest speakers from across Sky to answer their questions. They love the techie stuff! Badging- we implemented Lithium gamification and incorporated an Oracle badge to recognise their community contribution. Access to ALL product BETA trials. Our Oracles are the first customers in the UK to use our new products and apps. VIP access to priority customer service line.   Our metrics   After months of work, many late nights and a trip to SKY HQ we had to ask our Oracles for feedback. This is what they said about our first ever Oracle event held at Sky Studios, London:   A few quotes from our Oracles after our first ever oracle event:   “Great day”   “Lovely to see you all there Thank you for a lovely day. “   “It was great meeting you all and sure was a busy day. I’d just like to say a big thank you to all the staff involved in making this day possible, and to those of you who were able to come along”.   “Thanks again to all those there today, thoroughly enjoyable from start to finish”.   The Results   Our NPS rose by 71 points following the introduction of our Oracle programme.   Our accepted solutions more than trebled following the launch of the programme. We asked our Lithium Strategy Consultant to run a short session to explain how to write and structure posts. This was delivered to our Oracles in a fun and interactive session- the results speak for themselves!   Post volumes of Oracles that we invited to the Sky Q VIP launch. Following the event, they became advocates for our new product offering. The red line signifies the Sky Q launch and Sky Q comparison shown in relation to existing TV product..   In summary, we increased our net promoter score (NPS) by 1800%. Increasing accepted solutions by 467% was key to our uplift in NPS. We made solutions easier to find by installing the “featured thread” component and highlighting solutions at the start of all discussion threads- both Lithium features. Inviting Community Oracles to take part in our new product launch resulted in them responding to over 90% of all customer questions within that new product area. In addition, we promoted community blogs via our Twitter help handle by utilizing publisher in LSW. We focused on promoting digital services and Sky Q. This increased blog views by 682%.      
Co mpany:  Volia Entry submitted by: Yulia Shevchenko (Head of social media customer care) Community: Volia Club Lithy category: Excellence in Customer Satisfaction   Ukraine is the biggest territory in Europe.   VOLIA is a nationwi... See more...
Co mpany:  Volia Entry submitted by: Yulia Shevchenko (Head of social media customer care) Community: Volia Club Lithy category: Excellence in Customer Satisfaction   Ukraine is the biggest territory in Europe.   VOLIA is a nationwide Ukrainian telecommunication provider that offers a set of modern telecommunication services: analog, digital, HD and interactive TV “VOLIA Smart HD” (OTT), broadband Internet and cloud services of the biggest Ukrainian Data-Centre.   VOLIA has a business across all biggest (by population) cities (except Odessa). And we are #1 Internet and TV provider across our footprint! In 2015 the Company created and continue developing  six own TV channels − «VOLIA CINE+», «VOLIA CINE+ HD», «VOLIA CINE+ MIX», «VOLIA CINE+ LEGEND», «VOLIA CINE+ Hit HD» and «VOLIA CINE+ KIDS».         VOLIA is recognized as the best provider of digital entertainments by International Festival-Contest Choice of the Year 2015.   One of our company's strategic directions is digital care. Since 2014 Volia created client oriented and innovative environment to serve our customers online. In a year, we grew share of digital customer care from 48% to 71%.   Two great instruments – new customer self-care portal “My Cabinet” (my.volia.com) and customer’s community Volia Club (club.volia.com), drove that growth.   In March 2016, the customer self-care portal “My Cabinet” was awarded as Best Customer Experience Project on International Conference of Customer Experience in Budapest.   In 2015, we focused on answering 2 questions:   How to increase digital care possibilities to our customers – that impact CES and NPS How to become closer to our customers and make them a real part of Volia   In 2014, our self-care included several IVR modules, a little of SMS informing, an ugly self-care portal that was designed as an old-school excel and old forum, that was driven just by moderators. All these instruments covered ~48% of interaction.   At the end of 2014, we delivered 2 great online instruments (a new self-care Portal and a Lithium-powered customer Community) in parallel with updating of IVR / SMS management. And in 2015, we made a leapfrog from 48% to 71%. They're incredible results, and we are proud of it!     The most important customer service issue we were looking to  solve via Lithium implementation   We love our customers and want to be their beloved provider with a long-term relationship! That's why it is necessary to by open-minded and a close-to-customer company.  It seems customers trust other customers the most. And people like to help other people and to be proud of it – especially if you offer them a proper environment for this exchange.   Knowing this, we set out to create Volia's online community. This high-tech platform gives great possibilities to manage a huge number of customer questions with little participation of Volia moderators. In addition, it has greatly increased customer brand engagement.   It’s really another attitude and principle of customer care It's integrated not just with self-care but with Volia facebook/twitter account It has an in-built, strong gamification that helps to involve customers into customer care and grow super users that become brand advocates     Community implementation both increased customer engagement, improved business process and impacted our Internet users' NPS and CES greatly!   Metrics   1. Customer satisfaction In May of 2015, we started to measure our Volia Club’s customer satisfaction among registered users (by Survey Monkey). The questionnaire was focused on ease of use, speed, and quality of answers inside the Community. And the key question was «What is your total satisfaction with the Volia Club».   The highest score was for quality of answers – 8.41 from 10. It’s really cool as 50% of all answers were given by community members!     2. The readiness to recommend Volia among the Internet-services users increased by 19 points (against 15 planned) all over the country and by +23 points among the audience in TOP-3 Internet cities (Kiev, Dnipropetrovsk, Kharkiv).     3. The chain of complicated request solving became twice shorter! Average response time decreased to 2 hours from 24 hours in 2014.   The chain of reply to customers now has 4 steps instead of 8.     Before Community launch   After Community launch   4. It’s impact on CES is improving! This is due to both business process simplification and listening to direct complaints of customers and quick resolution!       5. In addition we improved efficiency! The job of moderators has shortened by 39.3% (against 30% planned).   All visits were served by 4 people (2 FTE). Nearly 50% of inquiries are served by customers.   The share of the e-mail service assignment has shortened by 30% (against 25% planned).     We were the first and only provider in Ukraine that launched a customer driven community! In 2015, we arranged Volia’s top-management and best customer expert meeting to discuss Volia’s strategy. Our clients became part of the Volia transformation team!   As a result, community is one of quickest channels for customer feedback. It is first in asking, replying and clarifying information about all issues - from city outages to price changes and new product launches! Often urgent escalation helps to solve the problem before it has a big impact on business, or to prepare proper communications to the entire customer base, or to test new products before going to market!     At the end of 2015, Lithium implemented a new survey built into the system that allow to track CSAT among non-registered users! And it's our next target to increase satisfaction and engaging among newcomers in 2016!       The customers are positive towards the changes in the Company! The search and innovations implementation process is ongoing. Volia is open to the changes for the better!   During the year, 5 super-users* were developed in our community. They become the brand experts – they don’t only help us with answers to less experienced users, but also take a large part in testing of new products and giving recommendations to their development. * in communities 5+ years – normally up to 10 super-users
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk  Community  (Forums.autodesk.com) Lithy category: Excellence in Customer Satisfaction   Autodesk, Inc., is a leader i... See more...
Company: Autodesk  Entry submitted by: Lois Townsend (loisT) Director, Social Media and Community Community: Autodesk  Community  (Forums.autodesk.com) Lithy category: Excellence in Customer Satisfaction   Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 19 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy to electric cars and the batteries that power them, the work of our 3D software customers is everywhere you look.   Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of state-of-the-art 3D software for global markets. Through our apps for iPhone, iPad, iPod, and Android, we're also making design technology accessible to professional designers as well as amateur designers, homeowners, students, and casual creators. Whether it's a kid looking to build a new contraption, a seasoned pro sketching out a great new idea, or someone who just wants to amp up their creative output, we're taking technology originally built for movie studios, automakers, and architectural firms, and making it available to anyone who wants to create and share their ideas with the world.   Our 2014 customer satisfaction initiatives   Deliver Autodesk Help: rapid, relevant and networked service, support and learning for every customer while creating a culture of “customer first” engagement and curiosity within the Global Customer Service Organization   The most important customer issue we were looking to solve with our Lithium implementation   Scalability.  With a very large portfolio of products (150+), constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our transformational business goals, nor are they able to keep up with the rapid customer base growth.   Lithium has provided us with an avenue to meet these challenges by providing a true peer-to-peer community space that scales, where customers ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions all in real time. The forums reduce the need for direct one-on-one support and IdeaStations allow for open and transparent customer feedback mechanisms for customer-driven product enhancements.   The Autodesk community is growing at an accelerated pace. In 2014: The community redesign completed in late 2013 greatly impacted our customers' ability to help themselves as well as each other; accelerated collaboration and innovation with our products & services; enabled easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole. Accepted solutions increased 37% The accepted solution to topic ratio increased 13%. Community membership increased by 30% to surpass 2 million registered members Community Visits increased 34% to 27.3 million annually We launched close to 50 new forums, blogs and IdeaStations 3,924 new ideas generated represent a 67% increase 80,345 new forum conversations were started We implemented a training module and highlighted community best practices, driving home a “customer first” principle and saw employee engagement increase 47% over the last 6 months   With the continued growth and clear objectives for creating a customer first experience, a revamped community CSAT survey was launched in August of 2014 with the goal to measure the success and satisfaction of our visitors, dive into the types of problems members are trying to solve, and identify opportunities to provide a better experience. Since then:   3,500+ recipients have completed the survey. Key customer pain points have been identified, e.g. timeliness to get answers. Resulting Action: an employee outreach pilot program was launched where various community SFDC escalation times have been reduced by 80% to increase our response time for subscription customers. CSAT for participants who identified a successful visit averaged 79%. Our CHI score has seen a steady increase, and is currently at 775.     In a recent study of AutoCAD users centered on support and learning resources, the ease of finding and relevancy of information for the Autodesk Community exceeded all other resources including direct 1-1 support and in product help.  
Company:  Comcast  Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums  Lithy category:  Excellence in Customer Satisfaction   Comcast Cable is one of the nation's largest video, high-speed Internet and ph... See more...
Company:  Comcast  Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums  Lithy category:  Excellence in Customer Satisfaction   Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings.    Our customer satisfaction initiatives    In 2015 Comcast’s Digital Care Team strove to:   Create and deploy NPS survey program Increase in-channel (social) resolution rates Deploy a Quality program for our team which focused on customer experience and the behaviors necessary to change customer perceptions & sentiments from negative to positive   Comcast’s Digital Care Team experienced significant growth in 2015. That growth drove a material increase in customer interactions making it necessary to employ tools that helped drive customer-centric behaviors across our multi-site organization. Our growth, while clearly good for our ability to meet more customers in the channel of their choosing, could have, without careful planning, resulted in the loss of the boutique, one-stop-shop customer experience we have worked to build. A primary tool in our effort to maintain the highest customer satisfaction levels possible is our newly deployed Quality program. The Quality program’s primary goal is to ensure a consistent, high quality customer experience for each and every interaction. With the technology in place to track conversation sentiment and newly allocated resources dedicated to ensuring its accuracy, Digital Care has been able to maintain and improve upon our ability to fully serve our broad customer base.   Along with assuring the quality of conversations, the quantity of conversations continued to increase, encouraging even more operational changes. Expanding the team into two divisions, Operations and Strategy, allowed our Operations team to focus on coaching, while letting our Strategy team focus on Quality, Reporting, Forecasting & Scheduling, Technology, Training and the Customer Experience. In 2015, the Digital Care team implemented an entirely ‘in-channel’ Net Promoter System (NPS) survey to its customers on Facebook and Twitter, sending more than one thousand surveys. In 2016 we’ve already sent out more than two thousand surveys. Keeping the customer in-channel from inception to completion was imperative to operational success and ultimately proven with NPS survey results that exceed industry averages and are among the highest for any group in the company.   The most important customer issue we were looking to solve via  Lithium implementation and what makes our approach to customer satisfaction a gold standard in the industry   The solutions that Lithium provides directly aligns with Digital Care’s key objective - building a better customer experience. To manage the increasing volume of incoming posts and facilitate a streamlined response process, Lithium’s robust tag and routing hierarchy allow Comcast’s social team to provide the highest quality conversations with its customers and eliminate as much room as possible for error. The newly integrated Quality program keeps these processes in check and also allows frontline specialists to participate in peer-to-peer review and approval processes for new employees. Combining the approval process, Quality program and the tag structure has created the necessary balance between technology and operation goals, which in turn has provided a better customer experience. To prove the success of this collaboration, the team’s NPS score places well above the industry average score and surveying the customer in the social channel they interacted in has resulted in a nearly 60% response rate. Our customers’ experience with us will always be the Digital Care Team’s number one priority but the accessibility of viable technology contributes to the successes of the team.    Our metrics   Our focus on the customer experience in 2015 and 2016 has had meaningful and tangible results for our customers.   We are no longer last resort support channel, customers are coming to us first Nearly 75% of customers that came in negative left neutral or positive Reduced non-social channel escalations per month from 4000 to 400 Higher than industry average NPS score, nearly 60% response rate to in-channel surveys In-channel resolution increase from 95 to 99% in 2015  
Company: Telenet NV Entry submitted by: Geoffrey Ramon  (Social Media Lead) Community: Telenet Community Lithy Category: Excellence in Customer Satisfaction   Telenet’s purpose is to help and inspire our customers to make the most of ... See more...
Company: Telenet NV Entry submitted by: Geoffrey Ramon  (Social Media Lead) Community: Telenet Community Lithy Category: Excellence in Customer Satisfaction   Telenet’s purpose is to help and inspire our customers to make the most of life and business in the digital world, and to do so wholeheartedly.   We brought superfast broadband to Flanders, we made phone calls via cable cheaper, and we made digital TV the standard. Telenet introduced its customers to a world of new possibilities.   Technologies which were in their infancy only yesterday are now accepted as standard. Customers don’t have to think about them;  they just want to get on with things.   If you are supported by exceptional services, you can let yourself go completely in what you want to do. Infinite possibilities help you focus on opportunities.   Families discover a completely new style of entertainment where they can watch what they really want to see, anytime, anywhere. Businesses are also discovering new opportunities as Telenet helps them to fully embrace the digital world.   Opportunities to make the most of life and do what we wish wholeheartedly and share it with others.   1 year of an amazing customer experience   Within Telenet, our mission is to make it our customers as effortless as possible. One our strategic pillars is to deliver an amazing experience, whether it is through our products or along the customer journey. To emphasize this, a separate department was founded 'Ace' = Amazing Customer Experience. Following from customer insights an intensive multi-year program was set in place, that allows us to visit all of our customers to fix inhouse connectivity issues, as this is the biggest grievance of customers.   Bearing the customer effortless and an amazing experience in mind. It brought us to being the N°1 Social Devoted Brand on Facebook in Belgium since June 2013 and belonging to the top 500 Socially Devoted companies in the world.   We’ve learned that there is a good appreciation in the market from our customers, prospects and opinion leaders on social media (acknowledged by www.socialbakers.com).   Resulting from, amongst others, these excellent results and keeping the effortless/ ACE in mind Telenet was ready to take on the next level in its social maturity by launching its own branded platform powered by Lithium in 2014.   As from the start it was made clear that the Telenet Community Forum needed to be an addition to the existing customer proposition and not a replacement. The main focus is out of boundaries support by a peer to peer community and being a home for internal and external beta tests.   Throughout the first year we achieved a great success in consumption, unique visitors and registrations.   But most of all, from the very start, we noticed an analytical but positive mindset from the community members towards each others and towards new members. Best illustrated during our latest price adjustment, we saw a neutral-objective tone of voice. A self- regulating base has been made for our future superuser program .      The issue that we are looking to solve with Lithium   Together with the growth of the approachable social media accounts, so grew the out of boundary questions towards Telenet.   A growing number of connected devices with specific settings and operating systems “Out of the ordinary” set-ups of connected audio and video devices together with our inhouse modems/routers and their specifics Numerous “internet of things” that are way out of our (company) league   All of these challenges needed a centralized, searchable and Telenet-branded approach, as an addition to our existing customer propositions.   From 2014, we were able to redirect customers towards the Telenet community. Both our spoken and our social media team had a specific solution towards our customers for all of their “out of boundaries” questions, resulting in linked traffic between social media and The Telenet community. 
Company: NetApp Inc. Contact: Teresa Peluso (Head of NetApp Community,  Customer Success &  Loyalty) Community: NetApp Community Lithy category:  Excellence in Customer Satisfaction   NetApp, a leader in data management and sto... See more...
Company: NetApp Inc. Contact: Teresa Peluso (Head of NetApp Community,  Customer Success &  Loyalty) Community: NetApp Community Lithy category:  Excellence in Customer Satisfaction   NetApp, a leader in data management and storage solutions, is committed to helping our customers achieve what matters most to them. Leading organizations worldwide count on NetApp for software, systems and services to manage and store their data. Customers value our teamwork, expertise and passion for helping them succeed now and into the future.   NetApp is a pioneer in online community building and launched an online community years ago to support its customers from around the world. The goal of the NetApp Community is to be a source of truth and belonging for our customers, partners and employees – a safe place to connect and share through a digital experience that cultivates relationships, conversations, and expertise. But most of all, NetApp realizes trust is earned and the community demonstrates NetApp’s commitment to ‘being there’ for its customers and partners.   Our customer satisfaction initiatives   NetApp has always valued and participated in online forums -- we launched our own online community years ago (2008) to support our customers from around the world. The goal of the NetApp Community was (and still is) to be a source of truth and belonging for our customers, partners and employees – a safe place to connect and share through a digital experience that cultivates relationships, conversations, and expertise. But most of all, NetApp realizes trust is earned and the community demonstrates NetApp’s commitment to ‘being there’ for its customers and partners.    In September 2014, we decided to take a bold step in order to stay true to that goal. We thought carefully about long-term community goals, analyzed the data, and realized we needed a new platform to support our marketing excellence strategy and customer-centric approach. NetApp migrated to a Lithium-powered community and transformed their entire digital customer experience for the better.   Transforming the NetApp community experience   We knew that to enable customer success and drive preference and loyalty for NetApp, we had to take stock. Was the community thriving? Are members happy with the experience? The solution became clear – we needed a powerful platform and a solid partner. By moving to a Lithium-powered community, we were on our way to greater ROI and increased customer engagement and satisfaction.   NetApp’s previous community platform and infrastructure did not meet their true goal of being customer focused. Prior to the relaunch, the NetApp community was plagued with technical issues. We were unable to focus on connecting with customers because we were inundated with cumbersome upgrades and spam. In fact, spam was so pervasive on the platform that NetApp employed a separate vendor to manage the problem. Plus, we did not have the controls required to govern for a robust and healthy community, so we knew massive overhaul was in order.   After a rigorous RFP process (no stone left unturned) , NetApp selected Lithium’s SaaS platform because it gave us the flexibility to make extensive customizations. Another benefit to choosing Lithium are the seamless bi-monthly technical upgrades, which is a huge improvement compared to before the move to Lithium. Lithium’s tools make it easy and simple to measure community performance and engagement. This real-time information has led to smarter decision-making based on hard data. The data has also helped us prove the value of our community investment.   Our results   Key metrics: 37,000+ registered members (1100 new members per month) 82% monthly average response rate +25% increase in accepted solutions since moving to Lithium +13.5% increase in community CSAT since moving to Lithium   NetApp now has a new look, new platform and a simplified structure. There have been several upgrades to the platform including site search, improved social sharing and browser support and have created a better mobile experience.   We now have a streamlined number of discussion boards to focus on three areas: Products and Solutions, Developer Network, and NetApp University & Training. We also consolidated and simplified the community structure for easier navigation. Using Lithium gives NetApp a competitive advantage by allowing customers to provide peer-to-peer support, share best practices, and connect with other NetApp influencers. We used this ‘fresh start’ to button up our governance, redefine user guidelines and moderation models (we now have ‘topic owners’ who are notified when new discussions are posted).   The NetApp community framework is based on member satisfaction balanced with business objectives. For measuring success, we established new custom index metric, which calculates different behaviors such as posts, kudos, replies, etc., into a weighted indices for engagement and satisfaction of the community. NetApp is also conducts an annual CSAT Survey which informs and validates the community roadmap from both a technical and program perspective. While there are always improvements to make, the member feedback has been positive.   “Our Lithium-powered community has continued to grow and to exceed all baseline metrics, including its newest key engagement metric, the number of kudos, which is a strong indicator of the customer’s overall satisfaction with content.” - Terri Peluso, Head of NetApp Communities,  Customer Success &  Loyalty  
Company: Symantec  Entry submitted by: Tim Lopez (Tim) Project Manager, Social Customer Care LSW: Norton Social Support  (http://www.twitter.com/NortonSupport ) Lithy category: Excellence in Customer Satisfaction   Symantec was founde... See more...
Company: Symantec  Entry submitted by: Tim Lopez (Tim) Project Manager, Social Customer Care LSW: Norton Social Support  (http://www.twitter.com/NortonSupport ) Lithy category: Excellence in Customer Satisfaction   Symantec was founded in 1982 by visionary computer scientists. The company has evolved to become one of the world’s largest software companies with more than 18,500 employees in more than 50 countries. We provide security, storage and systems management solutions to help our customers – from consumers and small businesses to the largest global organizations – secure and manage their information-driven world against more risks at more points, more completely and efficiently than any other company.   Our 2014 customer satisfaction goals were to decrease response times from 9 minutes to 6 minutes, move our team from a shared resource “hybrid” model to a dedicated team for Social Response, extend our hours of coverage from 12 hours a day to 24x7, increase our reach by expanding to areas outside of our branded properties, and develop a metric for gauging customer sentiment conversion trends. Through strategic planning, including continued use of Lithium Social Web, we were able to: Reduce response time to just about 5 minutes. Launch 24x7 coverage with our newly formed full-time dedicated response team. Expand support response coverage to Google Play, YouTube, Amazon Reviews, and many popular forums and blogs across the internet. Develop an innovative scoring system that averages the score of sentiment conversions allowing us to track the trend of our ability to delight customers and to ensure that as we grow we continue to focus on maintaining or improving customer satisfaction. Move from English only support to now include Danish, Dutch, French, German, Italian, Portuguese, Spanish, Swedish, and Russian – on both Twitter and Facebook. Generate reports that get distributed on a regular basis to the entire Norton Business Unit.   Sentiment Conversions and Time to Response have always been our driving factor. We want our customers to be thrilled with our engagement so we ensure that all of our metrics and KPIs reflect what we can do that benefits the customers. We want our customers to know that we care for them even after we have won over their business.      Using Sentiment Conversion tagging that we developed for use with LSW over the last year, we were able to show visual representations on our monthly reports. Using a system that translated the type of sentiment conversion in to a tangible score, we were able to create an average score that represents our success in delighting customers, further allowing us to track the trend. We were able to streamline our response time by moving to a full time team (in February) and balancing our scheduling around hourly volume trends.   Last year we had an 80% increase in individual cases and responses, at the same time we slightly decreased in ‘noise’, 50% increase in Positive Sentiment conversion, on over 14,000 cases handled in over 160,000 conversations monitored.    
Company: SmartBear Entry submitted by: Tatyana Gorbunova  (Community Manager) Community: SmartBear Community  Lithy category: Excellence in Customer Satisfaction   As the leader in software quality tools for the connected wo... See more...
Company: SmartBear Entry submitted by: Tatyana Gorbunova  (Community Manager) Community: SmartBear Community  Lithy category: Excellence in Customer Satisfaction   As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.   Our Story We moved to the Lithium community at the beginning of 2015. One of the first tasks was to move all of our old product forums to one community engine - Lithium. We had products in different software areas with different customers. We had to take into account their specifics and habits.   What we did We started working from two directions – from the community members’ side (externally) and from staff’s side (internally).   We had many community members by the time we moved to Lithium. In addition, each month, plenty of new members joined us. We decided to help all of them get used to our new community and help them get as many benefits from us as possible. For this, we launched two main community programs: The first one was meant to boost activity of current community members; The second one was supposed to help new community members get started in the Community easier.   Moreover, we had been working with our highly-skilled users and nurturing community experts. They were ready to share their knowledge and help other users resolve their issues. Sometimes, getting help from other customers is much more effective than getting help from, for example, the Support Team. Customers know all cons and pros of a product, and they are not shy to share them.   To increase the quality of our Community, we tried to involve our company teams in the Community. We have been working with R&D, QA, Support and Documentation to make them participate more actively in the Community.   What issue were we trying to solve? One of the main issues we had was related to customer satisfaction. Our customers were completely unsatisfied by our Community, and they preferred submitting questions to our Support Team. That increased the load on the team, which was unacceptable.   Moving to Lithium helped us increase customer satisfaction. We saw that more and more people preferred asking the Community as they knew that they would get answers either from other customers or someone from the company.   Our results We are seeing awesome growth in all community metrics: Metrics YoY Growth,% CHI +18% New Topics +58% %Topics replied < 24hrs +12% #Solutions +240%     Our CSAT in January 2016 was 60%. We help new community members get involved in the community life faster. Our current community members understand the value of the Community, and they are ready to share their knowledge with other community members.