Past Lithys
Check out Lithy entries from previous years.
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community  ( http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitte... See more...
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community  ( http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitter.com/Foxtel, https://twitter.com/FOXTEL_Help Lithy category: Total Community All Star     Foxtel is one of Australia's most progressive and dynamic media companies, directly employing more than 2,500 people, and delivering a diverse subscription television service to both regional and metropolitan areas over cable, satellite and broadband distribution.   With our fast-growing customer base, almost 870k Facebook Likes and 100k Twitter Followers (as of 22 April 2015), the company required a robust and integrated solution to manage and service both customers and non-customers online – a fresh (but in-demand) approach to support and relieve the company’s traditional and heavily trafficked inbound/outbound call centre. Central to our needs was the ability to (1) respond to Social Media enquiries with accuracy, speed and ease and (2) create the online destination, Foxtel Community, to tap into the audience’s passion for our industry and product; increase customer advocacy and engagement; and achieve call deflection through peer-to-peer and self-servicing.   Enter Lithium.   Benefits of a Total Community     Foxtel Community and Lithium Social Web (LSW) are managed in-house by the Digital Customer Contact Team (DCCT). DCCT is responsible for helping existing and prospective customers with all Foxtel servicing enquiries received via digital channels:   With the team split across two sites at either end of the country, it was imperative to equip agents with the right tools, training and ongoing support to provide a seamless and cohesive customer experience. To this end, LSW enables and supports us to:   Respond to all enquiries directed to Foxtel in Facebook and Twitter Take account level enquiries ‘offline’ to manage via phone, email or chat Refer escalated enquiries to our dedicated Customer Resolutions Team Moderate and implement a ‘3 warnings and you’re out’ system for page rule breaches to create a friendly, productive environment for all customers Integrate reporting to the wider business for a full customer journey view Crucially, LSW also enables early detection, root cause analysis and communication of customer impacting issues. In addition to the above, Lithium’s Community enables and supports us to:   Communicate customer impacting issues and updates through to resolution Conduct pilot/beta trials (closed groups) Troubleshoot with customers, the leading driver of visits to Foxtel Community Host our dedicated blog, The Green Room, to educate customers on our core offering – our programming Promote campaigns and products to increase customer satisfaction and company revenue Share Foxtel brand announcements Offer peer-to-peer and self-servicing options for contact deflection Build rapport with customers and potential customers to grow customer advocacy Contribute ideas, feedback and innovations to Foxtel products and services Implement a gamification strategy to keep community members engaged and active, and create subject matter experts Provide 24/7 support to consumers on any mobile or fixed device Optimize our Community using built-in SEO tools   Our Total Community results   We aim to answer all social media enquiries (Facebook and Twitter) within two hours during business hours, seven days a week, while posts in Foxtel Community that haven’t had a peer response are actioned after 48 hours. In 2014, Lithium tools enabled us to action more than 480k servicing enquiries through social media, and play host to more than 920k unique visitors and 2.2 million page views. In 2015 (up until 19 April 2015), we have so far experienced 157k servicing enquiries through social media, 699k unique visitors, and 1.76 million page views.   Importantly, Lithium Community and LSW greatly assisted us to manage major customer events – including the launch of our new pricing and packaging structure and the launch of our latest Personal Video Recorder, iQ3 – that would have previously been challenging for the business to handle due to the increase in customer contacts.   Customer Advocacy across digital servicing continues to increase YoY as a result of structured workflow (LSW and Community) for digital servicing.    
Company: Upwork Entry submitted by: Garnor Morantes  (Director) Community:  Upwork Community Lithy category:  Total Community All Star   Upwork is an online global talent pool that connects professional freelancers with qual... See more...
Company: Upwork Entry submitted by: Garnor Morantes  (Director) Community:  Upwork Community Lithy category:  Total Community All Star   Upwork is an online global talent pool that connects professional freelancers with quality clients. We are the world’s largest talent marketplace with an annual run rate of over $1B+ in freelancer earnings. We have 4M clients and over 10M freelancers who have registered, with approximately 30,000 new freelancer registrations per week.   Our clients and freelancers are distributed globally. Our largest client regions are the US, UK, Canada, and Australia. Our largest freelancer regions are US, South East Asia (India, Pakistan, Philippines) and Ukraine.   What Total Community means at Upwork   Filling a void in the future of work Our community platform is a mechanism for users to connect with each other and with the Upwork brand in ways that contribute to their professional and work-oriented marketplace experience. The forums are used to foster the learning, social and collaborative relationships that are otherwise difficult to come by for freelancers and clients who often work in solitary workspaces.   Giving the brand a Voice The community also serves as a communication mechanism for the Upwork brand, allowing us to notify and position key product, policy, feature and other changes to a large customer audience. Through our forums and other community channels, we highlight tips, best practices and help content, thereby aiding in case deflection for our customer support teams.   Knowing our customers As a business, Upwork has a unified digital strategy built on Lithium technologies to monitor, gather and report on customer activity. Through LSW and the Lithium community (LSI), we use these channels to identify: Site performance and incidents Feature usage and reaction Customer sentiment   These insights are then delivered directly to product and business owners and shared with the entire organization in a formal report each week. With this unified approach the organization is closely aligned with customer needs and sentiment and we are rarely, if ever, surprised by customer response.   More about our Community and how it’s evolved   In 2014, we hosted two separate community forums, one each for the Elance and oDesk marketplaces. These forums were hosted on Drupal, and resulted in a combined page view total of ~1.3 million/ year. In November 2014 we launched our Lithium Community for oDesk and migrated over those users and approximately 12 months of historic content.   Within the first 6 months of our Lithium Community, we had surpassed 1.5 million page views and now regularly exceed that number on a quarterly basis.       Performance Results of Our Total Community: Since launch, we’ve consistently maintained a CHI score of 700+ and now reach around 1.5 million page views, each quarter! Consumption is trending higher every month. Users are clicking around the site more with an average of 6 page views per visit. Registrations are continually trending upwards with roughly 1000 new registrations a week. SEO is working very well with the majority of the traffic (83%) coming from Google. We are Best In Class for consumption and join rates.       Expanding our Total Community - What’s Next?   The Upwork Community has done well to bring our company closer to its customers and to enable members to fill a void that many of us who work in a traditional work environment take for granted. Our high engagement metrics prove this.   We’ve also become a reliable source for information and other resources that can contribute to success on the Upwork marketplace. According to our latest Value Analytics survey, users are coming to the community for answers and find our Community to be a reliable source of customer information and support.   An increased focus on Community Support To further our progression as a resource for customer support, we recently redesigned our community with a focus on ways to help with case deflection and assist new users in finding the information they need. We changed the way our search worked and provided a convenient call to action so users would know to post their questions right from the search bar. We’ve also added more descriptive text and an introduction video that gives a tutorial style walk-thru for new users to navigate the community. With the new redesign and optimization we aim to achieve the following:    Case deflection of Customer Support tickets; Increased CHI; Organized content to improve the user experience.   Launching LSW   An important step in our connection with our Social and Support teams was the launch of LSW. LSW went live at Upwork on February 2, 2016 and has helped our teams to be better equipped when addressing user concerns. Through LSW’s capabilities our teams have been able to seamlessly engage with our users, escalate communications to other teams, and respond to user's posts, questions and requests better than before.   LSW has helped in the following areas: Time to reply (avg. 3 mins faster): Because our teams can manage all activity from one location and leverage macros, bulk responses, etc. they are able to respond faster on social and in the community. The Lithium App also allows our CS agents to access tickets/messages through their mobile devices, which helps them stay informed/reactive when an urgent case comes in outside of their work hours. Queue management: Posts are flagged and deposited into appropriate queues, based on “@” mentions and other keywords. As a result, the teams are able to assign areas to specific personnel.  Tags help our agents ensure that more urgent issues take precedence over others in case of a backlog. The queue and priority system makes it easy to ensure everyone's taking care of priority posts first and nothing gets missed. Visibility: Because of the cross-functional dashboards and supervisor views our community, social and CS teams can see activity across channels, allowing us to collaborate more intuitively.  For example, outages and other incident activity have been identified via email ahead of our Engineering teams allowing us to use LSW to help with incident alerting and management. Tracking/User management: Agents can add user notes and are quickly able to identify a user’s social influence (followers) and social history (past posts/tweets). The customer conversion history and internal notes make both internal coordination and customer responses easier and better. Agents can tag customers (VIP, problem customer, Upwork employee/associate, etc.), store customer information (UIDs, contact info) and make internal notes to build a collective knowledge base. This allows us to readily handle inquiries, giving each agent a full perspective of who that customer is.  
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community  (www.a1community.net )  Lithy category: Total Community All Star   A1 Telekom Austria... See more...
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community  (www.a1community.net )  Lithy category: Total Community All Star   A1 Telekom Austria AG is Austria’s leading communications provider, encompassing more than 5.4 million mobile communications customers and almost 2.3 million fixed access lines. The offers by A1 include voice telephony, internet access, digital cable division, data and IT solutions, value added services, wholesale services and mobile business and payment solutions. With four strong and established brands (A1, bob, Red Bull Mobile and yesss!) A1 successfully targets various different markets, ranging from premium quality to low budget.   A1 is part of the Telekom Austria Group which holds eight international operations in eight CEE countries. Headquartered in Vienna, A1 employs approximately 8,600 employees.   In 2014, A1 started its largest infrastructure investment with the fiber optic broadband roll-out in cooperation with the Austrian government and the national broadband plan.   Placing the customer at the heart of A1’s business has been key for the company’s ambitions to continue leading the Austrian telecommunications industry. This has been emphasized in the core values “Close to the customers”, “Simple” and “Trendsetting”. Hence, the A1 support community aims to provide the best service for our customers, to efficiently distribute the A1 brand and to use the potential of our crowd to develop new products, services and authentic user-generated content.   Through the Lithium community platform and LSW we could successfully tackle our main challenge to understand our social customers in more depth (360° social customer profiles). By modeling the social history of all interactions in LSW and using the behavioral tools of the Lithium community we can generate quantifiable ROI in terms of increased sales and reduced service costs.   We could also improve the following points of our social customer care processes:   Technical feasibility – Adequate infrastructure for growing visitor flows looking for digital service   Workforce optimization. – Considerable volumes of community requests can be efficiently managed by social media agents via efficient routing and prioritizing measures   Linkage between public network and owned social properties via Facbook tab application –Facebook users can be directed to our own knowledge site and get a deeper level of engagement and experience among an articulated and curated crowd   Peer-to-peer engagement – In the A1 Support Community users help users and with LSW social media agents can effectively assess and steer the need of providing additional answers to the user-generated content   Trend intelligence – By engaging community members in idea exchange boards and through intelligent tagging we can identify trending topics and connect them with observations from our other social media channels   Premature crisis management – LSW enables qualitative sentiment analysis of community content and helps to raise awareness for customer dissatisfaction with our service   Benefits of having a Lithium Community and LSW for our digital strategy   With our Lithium-powered Community and LSW we are able to exercise full control over the digital service topics incurring within the service tools of the A1.net online portal or on the other A1 social media channels. A specific process has been established for fast improvement measures where service issues were reported by community users. This process entails the identification of service issues, e.g. with the disrupted transmission of A1 TV on customers’ TV screens, by the A1 social media team. With LSW the social media team was able to assign new tags to this kind of issue and to observe the sentiments resulting from this topic. The service disruption as well as the magnitude of concerned customers was reported to the A1 customer and field service to prepare and sensitize all customer touch points. In a second step the A1 TV product management was informed and presented with the LSW analysis. Consequently, reasons for the service disruptions were analyzed and the product management could take up the depth of the issue by receiving daily updates from the community. The A1 TV product management team was also able to actively listen to the community discussions of the TV issues and the proposed solutions by members. As the share of negative sentiments towards A1 TV began to rise the corporate communications department was integrated in order to create unified statements regarding criticism in other media. Subsequently, a broader project team responsible for fast corrections of the detected issues with A1 TV was built. By involving the A1 social media team into the project, informal feedback and solutions posted by the community crowd were taken into account and directly integrated into the product improvements. Within 12 days A1 managed to provide A1 TV customers with a new interface, improved connectivity and a reduction in switching time.   The A1 Support Community currently counts 25,000 logins per month and has acquired 175,000 registered members so far. With an average real service substitution rate of 25%, A1 was able to save about 50.000 service interaction in January 2015 (calls and e-mails per month) and could therefore strongly increase its agent efficiency gains. What is more, although the amount of total community visits dropped in summer 2014 because community posts were then also integrated into the A1.net portal search the traffic began to soar up again in the following months. In addition, the weighted average for the real service substitution rate also increased and refers to an even more purposeful visitor stream.     With 80% of user-generated content A1 is also able to draw detailed insights from the community posts and create more innovative and competitive services for its subscribers.  
Company: HSN  Entry submitted by: Matt See (MattHSN) Director, Social & Games Community: HSN Community (http://community.hsn.com, http://blogs.hsn.com ) Lithy category: Total Community All Star   HSN is all about making shopping FUN! ... See more...
Company: HSN  Entry submitted by: Matt See (MattHSN) Director, Social & Games Community: HSN Community (http://community.hsn.com, http://blogs.hsn.com ) Lithy category: Total Community All Star   HSN is all about making shopping FUN! Great products and unique experiences that you can’t find anywhere else, plus exclusive access to celebrities and sweepstakes. The HSN Community makes that possible by connecting them with all their favorite HSN Hosts and Partners and introducing them to fellow shoppers just like themselves who share their passion for great deals & shopping!   Lithium Community & LSW provides a platform that empowers HSN to efficiently moderate, market, measure and scale conversation across owned and earned platforms including Facebook, Twitter and the HSN Community. It gives our customers a seamless experience across all devices to engage with HSN wherever they are and provides real business value back by driving quality conversation around HSN product, which in turn increases conversion through people looking for similar topics across natural search.   Benefits of a Total Community   Moderation work flows have become much easier to manage across multiple people on a team working 22-hours a day across multiple channels. Assigning moderation tasks and reviewing the analytics that LSW generates has provided more insight into the volume and sentiment of conversation happening, which has allowed us to be smarter as an organization and as a team when identifying new community guidelines, reacting to crises, and day-to-day community management. Lithium Community has allowed us to also remove redundant engagement platforms so that conversations are now ONLY happening on one platform, but integrated and optimized for all screens.   Our Total Community Results   +2,502.4% in Membership Y/Y +241.8% in Unique Visitors Y/Y +109.4% in Posts Y/Y +105.7% in Sessions Y/Y Stats are still growing this year. We’re seeing +40% in Sales Y/Y in Q1 this year.  
Company: Claro   Entry submitted by:  Iasmine Pereira (Iasmine) and Luciano Piva (Lpivap)   Community:  Comunidade Claro hdtv  (http://comunidadeclarohdtv.claro.com.br/ ) Lithy category: Total Community All Star   Claro TV is a Brazil... See more...
Company: Claro   Entry submitted by:  Iasmine Pereira (Iasmine) and Luciano Piva (Lpivap)   Community:  Comunidade Claro hdtv  (http://comunidadeclarohdtv.claro.com.br/ ) Lithy category: Total Community All Star   Claro TV is a Brazilian satellite pay-TV operator, controlled by Mexican company America Movil, one of the largest groups of mobile telephony in the world that, from 2006, began to adopt Claro brand in 16 countries of America. With over 3 million subscribers, Claro TV is now the fourth largest pay-TV operator in Brazil.      We decided to implement the Community and LSW because we wanted a new user experience for our brand which would bring with it key business and marketing opportunities such as: Call deflection; Reduced customer attrition; ROI optimization; Become an innovative player in the Brazilian Market; Create a CRM channel with our members and customers; Reduced Support costs.     Benefits of a Total Community   Both LSW and Community have been decisive in helping us be more effective on social channels and establishing a closer brand relationship with our customers.   The Community is a source of valuable content both for customers looking for solutions to problems and to Claro TV fans searching for the latest Claro news. To help direct our customers to the community from our main domain and ensure they can quickly find the information they need, the Claro TV website was redeveloped to include several various touch points to the community and federated search, leading to a 45% increase in Community page views.   In addition to our own promotion efforts, the community has benefited from seeing its content shared on the social web by some of our fans, expanding the community’s reach and driving engagement.   The Community also increased registrations for Minha Claro, an exclusive online account management tool for Claro customers. This increase is very important because not only is Minha Claro useful for future CRM purposes, the tool offers a number of support features that generate further call deflection from Customer Support.   With LSW we are able to unify support across social channels, and the agents are able to answer more questions in less time.  This productivity increase meant we were able to reduce the team while maintaining our SLA’s and volume of response.  The integration of Community and LSW means that we are able to link to community topics in our social responses, potentially reducing agents’ time to response while providing an additional means of promoting the community.   Our results   In the first 8 months of the ClaroTV Community and Social support through LSW we have seen impressive results:   40% month on month growth of unique visitors 23% month on month growth of registrations 18% month on month growth of new topics 86% customer satisfaction score for social support through LSW 50% increase in agent responses per day compared to our previous tool   On top of that, solution views continue to grow 100% month on month, increasing the reach of peer-to-peer solved topics and potentially contributing to support deflection.      
Company:  Orange Espagne SAU Entry submitted by: Santiago Martín Martín (Social Support Manager) Community: Orange Community Lithy category:  Total Community All Star    Spain is the second market in importance for Orange Group,... See more...
Company:  Orange Espagne SAU Entry submitted by: Santiago Martín Martín (Social Support Manager) Community: Orange Community Lithy category:  Total Community All Star    Spain is the second market in importance for Orange Group, one of the most prominent telecom companies in the world, with more than 263 million clients during 2015.   Through different brands – Orange itself, newly acquired Jazztel, amena and Simyo, we have the trust of more than 19 million clients in Spain making daily use of our fixed and mobile services as well as TV.   Our road to Lithium   Two years ago, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy on our two brands: Orange and Amena and newly on Jazztel. We decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.   LSW has helped us to build this new model and to get the highest performance of our support and comms teams. We have made extensive usage of tagging, queuing and reporting facilities of the application, getting the better efficiency of our agents who only have to be focused in solving our customer request and incidents.   On the other hand, we put a big focus in our superusers cultivation program, in fact we have used extensively gamification facilities of the Lithium community to get our superusers to create a big amount of solutions to other customers' issues.   During the last two years, our main business goal has been call deflection.     The benefits of us having both a community and LSW    Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. All our social marketing and customer support in other media is always referencing and linking community content.   Our results   With our Lithium-powered community, we reached 500k monthly visits, a 40% increase in the last year. Mainly, these visits are coming to communities to solve any doubts or problems. We have found that 27% of visitors surveyed say that they get their problem solved in their visit, so we are consistently saving costs around 500k euros per year. Regarding social media (Facebook and Twitter), we are very proud of achieving our goals of response time and customer satisfaction: we answer 91% of posts in our SLA time (1 hours), and we achieved 90% of customer satisfaction in these interactions.