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Past Lithys

Past Lithys
Check out Lithy entries from previous years.
If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find o... See more...
If you are a Lithium customer and you have a great story to tell, you're proud of the impact your community is making, or if it has changed the game for your company, let us know about it. The first ever Social CRM Excellence Awards are open. Find out more now   ------ Category: Best Community Business Integration   Community: Staples Submitted by: Staples Program Manager, Retail Communications Alissa   Behind the Button is an internal community for Staples store managers to connect with one another, solve problems, share best practices, and provide feedback.   A vital resource for 6,000 store managers across the US, Behind the Button has become an integrated tool in the day to day operations of stores and has changed the way the Staples Home Office communicates with them. In addition to the store managers and field leadership, a group of Home Office subject matter experts representing functional areas such as merchandising, operations, HR, and marketing are active members of the community. These Home Office experts have proven to be a key benefit of the community, providing answers to store questions and using feedback gathered from the site to refine programs and influence change. Senior leaders at Staples love to leverage Behind the Button for its Live Chat application - it has been most popular with Divisional Senior Vice Presidents as it gives them the ability to have personal interactions with all the stores in their regions when travel for face to face meetings is not possible.    There have been more than 25 Live Chat events on the community in 18 months. From the President of US Retail to initiative leaders looking for feedback on a new program, Chats have become a go-to communication vehicle to connect with stores across the country in one action-packed, hour-long session. The newest feature of Behind the Button, "Inspired Ideas", will further integrate the community into Staples business when it launches in May. The new ideas module will replace the company's static Idea Exchange program with a more dynamic application that leverages social collaboration on the community. After all, it's the associates behind the Easy Button that know the business the best, and the Behind the Button community gives them a voice, not only to help each other be successful in their jobs, but to impact change within the company. In the words of one Behind the Button user to his fellow community members: "This community is in my opinion, the most underrated, valuable resource that we have... And every post that every one of you put up is a testament to the culture that makes this company successful."
Company: National Instruments Entry submitted by: Jordan Groves (jgroves) Web Project Engineer/Forums Manager Community: NI Discussion Forums ( www.ni.com/forums) Lithy category: Best Superfan Story or Insight ________________________... See more...
Company: National Instruments Entry submitted by: Jordan Groves (jgroves) Web Project Engineer/Forums Manager Community: NI Discussion Forums ( www.ni.com/forums) Lithy category: Best Superfan Story or Insight __________________________________________________   “Are two Knights in one day better than two days in one night?” <Hint, the answer is yes.>   When the NI Discussion Forum was launched in 2004, we could not have predicted how successful it would be in fostering passionate, proficient, and accomplished advocates for National Instruments. Our super users are not only incredibly engaged, but they also constantly push the envelope and drive innovation. They are an extension of the passionate company culture we have built and strive to maintain internally at NI.   Our community members chose the ranking Knight of NI based on a shared love for the movie Monty Python and the Holy Grail. Members who reach the 10,000-post milestone virtually receive the Knight of NI title and physically receive a shrubbery. This group has only seven members but is a respected and revered resource within our community. Collectively, the Knights have a vast wealth of knowledge. When we ask why they continue to engage in the NI Discussion Forums, we consistently receive the same response: They enjoy helping others, solving difficult problems, and sharing their knowledge to develop and empower future engineers. The Knights of NI participate because they truly recognize the value of our company, products, and industry.   We recently recognized two Knights of NI on consecutive days! Becoming a Knight does not happen every day; in fact, it does not even happen every year. However, in their race to Knighthood, these two loyal users have consistently been neck and neck for over eight years.               As a group, our Knights’ engagements make up 8 percent of our total community activity, and they receive more than 20 percent of the total kudos in the community. They frequently create quality content and have authored 12 percent of our total solutions. These numbers are extremely significant considering we have seven Knights in a community of over 200,000 users! The sheer volume of posts and solutions that the Knights provide significantly drive down support costs for our organization. We are thankful for their passion and strive to nurture their behavior through recognition, sneak previews before products releases, and direct channels to engage with NI engineers, just to name a few. The Knights lead by example and inspire fellow community members to engage to earn the greatest reward: knowledge.   There are many more examples and statistics we could mention to further sing the praises of this valued group, however one of the greatest outcomes of this recognition system is the bond our super users have built with one another. Their discussions are helpful, interesting, cutting edge, personal, and always entertaining. A great portion of the success of the NI Discussion Forums is absolutely due to these loyal SuperFans.    
Company: SuccessFactors Entry submitted by: Danielle Beeken (dbeeken) Customer Marketing & Advocacy Community: SuccessFactors Customer Community (community.successfactors.com) Lithy category: Best Community Technical Implementation _____... See more...
Company: SuccessFactors Entry submitted by: Danielle Beeken (dbeeken) Customer Marketing & Advocacy Community: SuccessFactors Customer Community (community.successfactors.com) Lithy category: Best Community Technical Implementation ________________________________________________   Why should we win this award? “We want our customers to love work again!” To ensure that our customers have the best tools and resources to help them achieve success using our products, we launched the SuccessFactors Customer Community in April 2012. The primary goal of our community is to promote peer-to-peer engagement, but we also want people to use the platform for best practices knowledge, tips and tricks, discussion forums, blogs, new ideas, and much more.     The Challenge After launch we realized that our customers still had to access multiple systems during the day to get to our training and professional services resources. We needed to enable a single sign-on solution between our community and our SharePoint sites. We have a private community with a registration process so that only customers, partners, and employees are able to join. We have an active directory that authenticates users as they register. The two other critical resources we wanted customers to be able to access through the community were our SuccessFactors Training and SuccessFactors Professional Services. Both of these teams provide extensive knowledge and resources, but they do so on separate SharePoint sites.   The Solution Our exceptional technical implementation, which connects the Lithium community to the SharePoint sites with the click of the button, has resulted in a completely seamless community experience for our customers.  In order to achieve this technical implementation, we worked with Lithium partner Cloudsquads and a Cloudsquads partner SusQtech. This project enabled the single sign-on capabilities with a custom integration effort. The team first explored the solution, which started with the ADFS authentication issue. The technical teams then built an integration account, which provided credentials to access SharePoint. Then they developed a custom widget within Lithium that enabled easy access to the shared documents by using an iFrame housing the SharePoint sites, within which customers can download the documents. The custom-logic widget was placed on the community forums via the Lithium studio layout editor. The widget is modular and placed in the Lithium Studio Editor. A new page was created to host this service, the content is filtered by the SharePoint app, and Lithium passes whatever available fields that are specified by the integration protocol.     After clicking the button on the homepage with single sign on users are brought directly to the PS SharePoint site.     Training Page “Get Training” button     The Training SharePoint Page after you click on the “Get Training” button single sign on brings you to the Training SharePoint Page   The Outcome Customers are extremely satisfied with this seamless integrated solution. When customers and partners need information, documents, training, or other resources, the SuccessFactors Community is their one-stop shop! Once they are in the community, if they need to access the SuccessAcademy (training) or the Empower Methodology/Welcome Kits (Professional Services), they can easily access these SharePoint systems with a click of a button without logging in again. This is a huge win for us, and it creates an exceptional community experience for our customers.  
Company: Telstra Corp Entry submitted by: Yannick Pierre (Yannick_P) Digital Community Manager Community: CrowdSupport (crowdsupport.telstra.au) Lithy category: Best Community Technical Implementation ____________________________________... See more...
Company: Telstra Corp Entry submitted by: Yannick Pierre (Yannick_P) Digital Community Manager Community: CrowdSupport (crowdsupport.telstra.au) Lithy category: Best Community Technical Implementation ________________________________________________   With a constant demand from customers to interact with Telstra, CrowdSupport was developed to be an online social hub for customers to quickly help each other, help themselves. We wanted to be able to provide our community with the best possible answers from within Telstra as well as leveraging external content to provide rich and relevant support.     To bring this vision to life we knew we had to develop CrowdSupport as a platform that was not only visually appealing but allowed content to flow fluidly between sources and the community in a responsive method to maximise the benefit to our community. To do this we began with a World First! By integrating the Microsoft community support knowledge base into the Lithium platform we are able to pull content from the Microsoft community and display into CrowdSupport, providing richer results to our community when they are searching for answers.     In addition, by using the Lithium REST API we have integrated CrowdSupport content into other assets including the Telstra website (Telstra.com) & our Telstra 24x7 mobile and tablet apps. We’ve also developed our Live Services Portal using the Google search appliance integration to aggregate and surface community content into search results on Telstra.com. These types of integrations mean our customers can access the CrowdSupport community from a range of platforms and devices so that customers can use the community in any way that they desire.       To ensure that our customers could make the best use of these new features, we’ve increased the options available to our customers to engage through introducing a range of new enhancements to the presentation layer. We’ve enhanced the layout and design of our knowledge base so that accepted knowledgebase threads now present the most relevant information first so that our customers get the right answer fast. We’ve also integrated with the REST API to create a custom homepage that surfaces trending community interaction and statistics .         Use of Lithium Rest API to customize pages high traffic pages and optimize the user experience In terms of content upload, we’re enabling Ooyala video functionality to allow all Telstra customers to submit video content without requiring a You Tube account & we’ve integrated the Lithium contest component to better engage with our customers and encourage contribution which has proven to be a real success.                                             Later this year we will also be introducing Single Sign on for all Telstra customers which will significantly alleviate registration headaches for customers using CrowdSupport. Customer rating and reviews that will allow our customers to provide direct feedback about our products and services Use the Lithium REST API to develop the “Ask a mate Widget” which will allow customers to access relevant CrowdSupport content and ask question on product and service pages on telstra.com  
Company: Skype Entry Submitted by: Claudius Henrichs (Claudius) Community Manager Community: Skype Support Network  (community.skype.com) Lithy Categories: Best Business ROI, Best Global Implementation The Skype Support Network, launc... See more...
Company: Skype Entry Submitted by: Claudius Henrichs (Claudius) Community Manager Community: Skype Support Network  (community.skype.com) Lithy Categories: Best Business ROI, Best Global Implementation The Skype Support Network, launched in June 2011, is Skype’s peer-to-peer support community and provides a direct channel for feedback and exchange between our users and product teams. What happens if you flip on all switches “Community” and put the spotlight on a previously hidden tech support forum? We did just that and turned it into a vibrant location for exchange around everything Skype. Within just over 7 months page views skyrocketed and have more than doubled. A highly engaged, dedicated user base presented with the right tools utilize them every day now to improve theirs and other’s Skype experience.   Several aspects lead to the huge success – both outside and inside the company – of this project, each itself worth highlighting.   Best Global Implementation Reflecting our truly global product we launched the community in eight languages. The landing page was designed to showcase our language communities and the latest activities and hot topics in each of those. Our visitors appreciated the fact that they could exchange in their language and within days we had Super Users covering all time zones around the world   Best Social Customer Experience Program Making the community a place you wanted to stay and return to was our primary goal. That’s why we came up with several programs that rewarded visitors. The Community News highlight weekly activity, discussions and user participation. The highlighted user and topic of the week invited users to stay while longer and engage in the conversation.   We are most proud about our #SkypeTalks live events: Questions raised simultanousy via a dedicated community board and Twitter were replied on by product managers inside Skype. This helped prioritize the next developments sprints through the insight gained and gave the user a very rewarding feedback experience. And in the end it raised awareness of our product features.   Eventually the community has helped us identify and resolve new product issues within 24 hours of launch that would normally have taken days. E.g. the community compiled a list of problematic devices with regards to video calling on Android. Based on that we were able to issue a hotfix within days after our initial release. This extended the list of supported devices and thereby consumer satisfaction.   Best New Community Already the first week after the launch in June 2011 our Community Health Index passed 600 and it’s rise has not stopped yet. We have since passed a score of 700 which put us in line with other Lithium established communities that have been developing for much longer than the 7 months we did.   But the CHI is more than just a number: It reflects that our users are on average getting a reply quicker than via our own customer service. In the majority of cases even answering their question right away providing is with a first contact resolution rate of around 70%. We now engage 3 Million users per month, growing 10% month over month since last June.   Best Community Technical Implementation Another goal of the community switch was to offer answers on new and trending support questions faster and deliver them on a more direct channel.   We achieved that by integrating helpful content (Accepted Solutions) and related topics to our existing copywriter authored knowledge base content on our Skype Support page. A category based selection logic ensures the related topics are pulled from the correct board.   It works as an additional motivational factor to our Super User: “Great to have our work surfaced to more users to get their problems solved”. Eventually this integration serves as an attractive entry point to join the community discussion with latest stats reflecting the activity taking place.   Behind the curtain we also made full use of the Single-Sign-On feature in Lithium. It is not only used for authenticating users to access with their Skype Name, but we also implemented a tight integration allowing Skype Customer Service staff to one-click quickly check back office user data for cases escalated from the community. The sleek integration ensured the feature to be attractive in everyday use.   Best Business ROI Best of all we were pleased to see a 10% reduction in our traditional support costs through reduced number of contacts that we could relate to the introduction of the new Lithium community platform. Much harder to quantify but definitely present are the revenue improvements gained from the increased customer satisfaction through the product improvements we could introduce based on the community feedback. Compared to previous methods if gathering feedback (e.g. through web based forms) the round trip time is much shorter and we can react quicker.   Best SuperFan Story or Insight In the end the whole community stands or falls with our dedicated Super Users sharing their expert knowledge and creative solutions on using our products. They have spent 1½ years online time on their community while it had not even had it’s own birthday yet. During that time they contributed 14% of all content including 38% of the very valuable accepted solutions. As a token of appreciation we highlighted five of them in our end of year awards on our Community news blog with a short interview and portrait.   Our stellar Super User goes by the nickname “TheUberOverLord”, is a self-proclaimed “White Hat” computer expert and contributed 5% of all posts since the launch. His engagement inspired several other users to become engaged and eventually Super users as well.   I want to close with inviting you all to our community and taking this opportunity to thank our community members for their passion and engagement that makes this such a success. We are entering this award as a way of saying thanks to our Super Users!
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Company: Autodesk Entry Submitted by: Brian Kling  Program Manager, Community & Social Media (bkling) Community: Autodesk Discussion Groups ( http://forums.autodesk.com ) Lithy Categories: Best Business ROI, Best Community Technical Implem... See more...
Company: Autodesk Entry Submitted by: Brian Kling  Program Manager, Community & Social Media (bkling) Community: Autodesk Discussion Groups ( http://forums.autodesk.com ) Lithy Categories: Best Business ROI, Best Community Technical Implementation   Autodesk has actually had online “discussion groups” for more than 15 years – remember Compuserve?!  In June of 2010 we migrated to the Lithium platform.  Because we already have a well-established community, our focus has been on optimizing our Support and Service participation, getting our organization participate in a sustained manner and to evangelize to our internal business groups how much value this thriving community provides.   The Technology Integration Angle One of our major efforts achieved last year was to answer the question “how do you keep a community open to all customers, but yet provide an enhanced level of customer service to those customers that have paid for an annual Subscription Contract?”    Our solution was to integrate the Lithium platform with our CRM platform (Salesforce).    The key components are:   Identify Subscription Customers – this was achieved when we migrated, but using our own SSO and authenticating against our CRM for Subscription Entitlement.  Internally we can see who has an entitlement, and even what level they are on, and a proper role is auto-assigned.  This authentication occurs every time at login.   Offer enhanced service – this boiled down to four escalation methods:   Automated “No Reply” - A question authored by a Subscription Customer is monitored; if no first Reply is received after 24 hours, a linked case is created in Salesforce and routed to the appropriate support queue. Automated “No Solution” – A question authored by a Subscription Customer that has no further Replies for 48 hours and no Accepted Solutions marked will be escalated into Salesforce to determine if help is needed.  An email is sent to customer asking if they need our help, if yes, then case is routed to appropriate support queue. Manual by Author – Premium level Subscription customers have a “Need an Answer” button on any new question they author.  They can escalate prior to the automated options above. Manual by Autodesk - Autodesk staff can escalate any forum thread into Salesforce, for either internal collaboration, large file transfer, sensitive information, product defect tracking, Content Creation flagging, etc.   The ROI angle Proving some ROI to your executive staff is an important part of a Community Strategy.  Not all ROI’s are easy to measure, and every community really has multiple ROI’s, not just on cost, but also brand awareness, advocacy, etc.  This example is just one of the many possible facets.   Our communities are mostly based on technical support questions related to our many design products.  Customers paying for Subscription Contracts are welcome to come and participate in our online community, but they also have the right to come directly to our Support staff through Salesforce.  As you can imagine, the cost of a technical, 1:1 interaction is vastly higher than that of a peer-to-peer interaction in an online community.  For us, the calculated cost difference is 1000x – yes, one that’s one thousand!   Through SSO we can easily identify which customers posting in our online community have Subscription contracts.  We also regularly survey our customers and ask if their issue was resolved in the community.   For Subscription Customers, if they had a resolution, we then ask them if they would have turned to us for 1:1 support if they hadn’t found their answer in the community.  Here is a perfect opportunity to measure how many of these customers achieve a resolution to their issues without needing to come to us on a 1:1 interaction, which is a direct cost savings calculation.    For our community, in 2011 our calculated cost savings was $6.8M dollars.     This is not all about saving costs, because for lower severity issues that are common to many users, these questions are best served in a public forum where all can then find and benefit from the answers provided.  Further, typically answers come faster from this vast group of community experts, who also know our products better than we do; they use them in the trenches each and every day, in many ways we can’t anticipate or model!   For both angles At Autodesk we use Net Promoter Score (NPS) as a common indicator of customer perceived value in our interactions with them.  In Product Support, we measure this in our 1:1 transactions, online communities as well as customer interactions through our partners worldwide.    Our NPS score for online communities has reached or even at times surpassed the NPS for our Silver Subscription 1:1 transactions and our partner transactions, which proves that customers do assess a high value to their online experience.
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Company: National Instruments Entry Submitted by: Jordan Groves (jgroves) Web Project Engineer Community: National Instruments Community  (forums.ni.com) Lithy Categories: Best Business ROI The National Instruments Idea Exchange, which ... See more...
Company: National Instruments Entry Submitted by: Jordan Groves (jgroves) Web Project Engineer Community: National Instruments Community  (forums.ni.com) Lithy Categories: Best Business ROI The National Instruments Idea Exchange, which was established in June 2009, provides a quick, excellent medium of direct communication between our customers and our R&D team. Here at National Instruments, we understand the importance of integrating co-innovation into the product design and development processes.  By giving our lead users the opportunity to provide valuable feedback on our products, not only do we develop better software, but we also demonstrate to our customers that we greatly value their input.   Before the Idea Exchange was born, we first needed to determine how to best incorporate our top users into our development processes.     In order to do so, we needed to learn more about our community members.  A survey of the user base returned the following information:   55% of our customers are "active" community users There is a direct correlation between how active a customer is on the forums and how loyal he/she is to the company. This data reaffirmed our assertion that it would be well worth the effort to pull customers into the NI software development process.       With the main focus being ease of use, National Instruments utilized the Lithium community platform and revealed the new Idea Exchange in the summer of 2009.  Since then, users have submitted over 3,700 ideas – each with candid explanations of why they posted.     Our Research and Development teams monitor the board and reply directly to the customers’ requests. Over the years, the Idea Exchange has expanded to encompass eight different product boards and has received:   Over 3,700 submitted ideas (our initial goal was 500) Over 73,600 votes on ideas 14,565 customer comments Over 56,000 unique visitors Additionally, the LabVIEW 2011 Beta release included 13 new features that were suggested on the Idea Exchange.   In the end, not only did the Idea Exchange alleviate many users’ frustrations by giving them a direct connection to our developers, but it also increased our productivity, as well.  Our engineers now have an exact picture of which new features are most important to our customers.     By placing co-innovation as a cornerstone of the product development cycle, we have been able to produce better products.
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Company: Future Shop Entry Submitted by: Laura Buchanan (LauraB) Social Community Specialist Community: Tech Yeah Community  ( community.futureshop.ca ) Lithy Categories: Best Community Technical Implementation   Future Shop, Canada’s... See more...
Company: Future Shop Entry Submitted by: Laura Buchanan (LauraB) Social Community Specialist Community: Tech Yeah Community  ( community.futureshop.ca ) Lithy Categories: Best Community Technical Implementation   Future Shop, Canada’s number one retail website is owned by Best Buy Ltd and operates over 149 of stores. The Tech Yeah Community has existed for nearly 5 years and has served as a space where customers, Product Experts and vendor partners could connect about the latest in technology.   Future Shop‘s Product Experts have always played a significant role in shaping the direction of the Community, many of them have been active in the community since the day we launched.   When the Future Shop Retail Learning team approached eComm to help find a solution to make training accessible to all Product Experts regardless of their location, leveraging the Community seemed like a natural progression.   The FS-training.ca portal was intended as a one stop shop for associates to learn anytime, anywhere (Canada-wide).   What was built was a Community within a Community that serves as a hub for all of our store associates. Building fs-training.ca wasn't as simple as throwing up some boards, some significant technical hurdles were overcome to be able to host Flash and create an experience that was meaningful for our associates.   In this private community space, our PEs are able to:   read up on the latest products connect with other associates in their categories from across the country  and even more importantly, it gives them a direct line into the Retail Learning team where they’ve been able to share their ideas and connect with the Retail Learning Specialists supporting them at head office.  Registering for the Tech Yeah Community is now part of the on-boarding process for every new associate and where they come to learn and share ideas. It's also an easy transition into the public-facing community where we've seen associates jumping in to share their knowledge with our customers.   In addition to the Continuous Learning, they also have access to updated Product Knowledge, Sales Culture and Retail Process training. The site is also regularly updated with Peer to Peer Learning in the form of Videos, Tribal Knowledge Base articles, and forum discussions which allows our associates to access their training material while they’re on the go or at home.  
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Company: Data.com  Entry Submitted by:  Katie Chastek  (ktc) Community Manager Community: Data.com (community.jigsaw.com) Lithy Categories: Best Business ROI The abundance and pace of changing business data has been a long-time i... See more...
Company: Data.com  Entry Submitted by:  Katie Chastek  (ktc) Community Manager Community: Data.com (community.jigsaw.com) Lithy Categories: Best Business ROI The abundance and pace of changing business data has been a long-time issue for companies who struggle to manage and keep their data clean and actionable.   With the proliferation of social data, business data management has become an increasingly important and difficult objective.   After revolutionizing CRM a decade ago, Salesforce has a history of taking on challenging industry problems. Launched last August, Salesforce’s Data.com is setting out to transform the business data industry by making data accessible in the cloud and surrounding the data assets with a strong community to provide real-time intelligence.   The Result Data.com’s 4 million member strong community launched in August and is integral to the solution’s success.   Unlike other data providers that solely rely on an algorithm to update and maintain their data assets, Data.com’s community plays an active role in maintaining data accuracy and uploading new business accounts and contacts. Ultimately, the community not only benefits from Data.com’s solution through rewards and offline events, but it also puts customers in a position to succeed.   Just how much does the community contribute? Each month, members add over a million new contacts, allowing Data.com to grow and provide quality data to marketing and sales operations. The most dedicated community members are what Data.com labels Rainmakers and Data Defenders.   Rainmakers are Data.com’s most active users who volunteer to add and update over 500+ business data contacts. In The Corner, Rainmakers join other community members in using the community to contact other users worldwide or network to share ideas, exchange tips and best practices.   In addition to the forums, there is an Idea Exchange for members to add suggestions and ideas to improve their Data.com experience.   Data Defenders are a small group of people in the Data.com community and a part of a data quality protector program who clean records and evaluate data quality. Data Defenders are essentially the quality control leaders in the community. The group flags and graveyards stale or inaccurate data and then corrects the discrepancy – allowing Data.com to have the unique approach of combining algorithm technology with human business data smarts.   Community Collaboration = Customer Success An example of the instant success of Data.com is illustrated through Clairmail, an enterprise-wide mobile banking and payments solution that needed to target new prospects, create a better experience for current customers and reduce time spent on chasing inaccurate data. With Data.com, Clairmail has increased dial effectiveness by 15%, closed 20% more deals and attributed 32% of their overall revenue from business data sourced from Data.com.   What is unique about Data.com for Clairmail is that the community responds in real-time. Clairmail has an advantage over competition with the most up-to-date account and contact information that allows them to find the right people at the right companies at the right time.   Salesforce's Data.com is already accomplishing what it set out to do: build a strong community around business data that allows customers to deliver effective sales and marketing campaigns that grow their businesses. And with over 4 million community members and growing, Data.com has been a tremendous success since launching just six months ago.
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Company: Dice Entry Submitted by: Terry Starr (tstarr) Community Manager Community: Tech Talk (techtalk.dice.com) Lithy Categories: Best New Community Community Launched: 18 January 2012   I think our Lithium Success team could s... See more...
Company: Dice Entry Submitted by: Terry Starr (tstarr) Community Manager Community: Tech Talk (techtalk.dice.com) Lithy Categories: Best New Community Community Launched: 18 January 2012   I think our Lithium Success team could speak volumes on why we should win. However, to keep it simple, after attending LiNC 2011 and seeing what was possible, Dice had a vision of where they wanted to be by 2012.   Dice's team had a vision for its tech forum.   Through perseverance, a lot of hard work and dedication, we were able to pull off an incredible transformation:    We completely redesigned and developed a new structure, including the introduction of Talent Communities which has been integrated across all of Dice.com We changed the name to: Dice tech talk. We added a number of new features such as Video, Contests, and Q&A (including Facebook) to name a few, to allow our tech audience to engage more deeply.  The structure was built around the suggested idea that "people interact by topic area, not by style of engagement."  We took this advice from Lithium to heart when trying to integrate Q&A style into a discussion board forum.  We will continue to roll out new programs throughout 2012 and beyond.  A pictures worth a thousands words - and we're hoping that Lithium will review our 2011 community vs where we are today - need we say more?   *******************************   A huge thanks goes out to all those who took on this monumental, but incredibly rewarding effort, particularly my wing-women, Clair Whitmer, Rachel Haskell-Weeks and my wing-men, Steve Butterbaugh, Mark Feffer, James Henry, Adam Fudala - and of course, Jon Wishart and the Lithium team!  
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Company: Best Buy  Entry Submitted by: Gina Debogovich (gina) Community Manager Community: Best Buy US, Best Buy Canada, Future Shop Lithy Categories: Best Global Implementation Best Buy is a multi-national retailer with operations... See more...
Company: Best Buy  Entry Submitted by: Gina Debogovich (gina) Community Manager Community: Best Buy US, Best Buy Canada, Future Shop Lithy Categories: Best Global Implementation Best Buy is a multi-national retailer with operations across the United States, Canada, Europe, China and Mexico and customers around the world.   In addition to the Best Buy brand, the family of brands includes Best Buy Mobile, The Carphone Warehouse, CowBoom, Future Shop, Geek Squad, Magnolia, MindShift, Pacific Sales.   All these brands leverage social media as a means to connect with current and future customers to raise awareness of their brand, to gain insights and to support customers. From specific brand Forum boards and helpful blogs to engaging on Facebook, Twitter, YouTube, Yelp and Pinterest, social media connects with millions of customers.   To help support our global customers, Best Buy USA, Best Buy Canada and Future Shop all use the Lithium Technologies platform. Every year we help millions of customers and facilitate thousands of conversations in multiple languages (English and Spanish for Best Buy USA, and English and French for Best Buy Canada and Future Shop).   As e-commerce continues to increase, more customers will interact with brands online. We also align our blog content strategy with our other social support channels, promotional activity and product releases. For the past year, the global brands have been connecting on a monthly basis to help share out best practices for social and community management.   Our global brands help bring the knowledge from our employees, customers and superusers together on our social platforms.
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Company: BT  Entry Submitted by: Kerry Gulloch (KerryG) Community Manager Community: BTCare Community Forums (bt.com/community) Lithy Categories: Best SuperFan Story   Our superfans are transforming our business via the BTCare Communi... See more...
Company: BT  Entry Submitted by: Kerry Gulloch (KerryG) Community Manager Community: BTCare Community Forums (bt.com/community) Lithy Categories: Best SuperFan Story   Our superfans are transforming our business via the BTCare Community Forums. They have been instrumental in driving the growth of our community by contributing numerous solutions helping our customers, which deflects contacts from our traditional voice or email channels.   The reputation of our CLs to understand and resolve customer issues is second to none amongst their community peers (evident via the kudos and accepted solutions awarded), the mods (what they see day in day out) and other internal business stakeholders (positive feedback from product managers right up to our MD of Customer Service!).   They have been key advocates for us within the community and their desire to help us improve both the community itself and our products and services is evident in the insight they give us. They have allowed us the opportunity for some of our product teams to get closer than ever to the ‘voice of the customer’ in order to drive product improvements by attending event calls and web chats. Identifying changes we can make for the benefit of all our customers, resulting in tangible business benefits…more about that later.   Firstly, let me tell you how we got there…   Our superfan story began in November 2010 and has continued to grow and evolve since then. We think our superfans, or as we like to call them ‘Community Leaders’ are incredible. We wanted to recognise and thank some of the members who really stood out to us. Those members who embodied the ethos of our community as a positive, productive place for customers to help each other with their BT products and services. We wanted to formalise how we recognised these people and let the rest of the community know how great they were.   We did that by creating the CLP – 'Community Leader Programme'.   What is the CLP? The CLP recognises members in the community who help other members in a positive way, they each have a ‘CL’ badge against their name, and have been announced as Community Leaders by the Community Manager. Over and above this we have given some additional privileges to our CLs such as access to a private forum board where they can interact with the Community Manager and moderator team.   We have regular conference calls or online discussions with them to discuss improvements to the community, and have also arranged for BT experts to share their knowledge with them on certain products, such as BT Vision. We have continued to evolve the programme over time, getting our CLs involved in specific product trials so we can use their feedback to improve products before full rollout, and more recently we held our first ever Community Meet Up which they were a key part of.   The Community Meet Up was an opportunity to meet our CLs face to face, cement the relationships we had built, and say thanks for the hours of help they put into our community. It also allowed us to have an open, honest forum with them to get their views on the community, our products and services and collaborate on ways we can improve things. We held this session at the BT Tower in London and also had lunch at the top of the tower as part of our way of saying thanks – the CLs were delighted to get the opportunity to visit the tower which is no longer open to the public. We had some exclusive new product demo’s and our MD of customer service also joined by video link to thank the CLs for their contribution to the community.   As a result of the meetup we refreshed our community homepage, made some board structure changes and fed back suggestions to improve the mobile community experience to the Lithium team. One further change was to introduce selective moderation privileges for our CLs at their request. They now have the ability to move posts, and use this to remove Spam and posts that are in the wrong boards. This has freed up moderator time and the number of abuse reports for spam have reduced dramatically as the CLs are picking them up and quarantining them quickly.   How else has it helped transform our business? The knowledge and advice shared by our CLs has resolved a huge amount of customer problems within the community and this helps us deflect calls from our service channels. The advocacy that is driven by our CLs also helps give a balanced view of issues raised, which is a welcome voice in a support community like ours where the majority of posts are about problems. The CLs are often an objective voice of reason that other customers respond well to.   The CLs have also been invaluable to us when they have become involved in product testing or focus groups to share their views. Their feedback has helped shaped product improvements via early insight and drive further product development before a product goes live to our customer base.   For example, their comments about a change to one of our TV services was fed back to the product team who implemented an update as a result. The CLs were then invited to join the pilot version of the change to give further feedback before the update was rolled out to our customer base. A great example of their feedback making a difference to all our customers.   Here’s some feedback from one of the Programme Directors within our Customer Services function after a call we had with our CL’s:   “As an avid reader on our forums I know their benefit well for our products, but I was blown away last night on a call with our community leaders. I am so impressed that you guys have grown and nurtured people who just want to help our customers, its brilliant …. More people like this definitely make it easier to deal with BT and get quick answers…”   We also have some quite staggering statistics for contributions by the CL group, who: Have contributed 18.7% of overall posts Have authored 28% of all accepted solutions  Have received 35% of all ratings awarded  Have spent 1,038,734 minutes online in our community – almost 2 yrs solid between them and the community itself has only just had it's 2nd birthday!  More recently, the CLs have also set up on a video-calling service so they can contact each other and maintain connections and relationships via video. This is something I have also taken part in as Community Manager. The CLs have used this as a way to share more knowledge between themselves helping each other help more customers – the knock on effect of this additional knowledge sharing has a positive impact on our customers.   Finally, we also asked our CLs what they think of the programme and here’s what a couple of them had to say:   “I have enjoyed getting to know the fellow CL members better and getting good advice/information from them. I also like having a better method of communicating with yourself and the other mods again makes it a more friendly atmosphere.” – imjolly   “CL has been interesting, getting to know the small group of other CL's, mod team and Kerry. I enjoyed testing a product, and solving some functionality issues. CL is about service not status to me, and I find I get a lot out of being part of it and this community.” – AllanQuatermain   Their commitment, passion and energy for helping other members is astounding and we wouldn’t have such a successful community without them. We wanted to enter this award as another way of saying thanks to our CL guys – they’re great! :)
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Company: Rogers Communications Entry Submitted by: Gina Mulic (ginamulic) Community Manager Community: Rogers Community Forums (communityforums.rogers.com) Lithy Categories: Best Social Customer Experience     Our Rogers Commun... See more...
Company: Rogers Communications Entry Submitted by: Gina Mulic (ginamulic) Community Manager Community: Rogers Community Forums (communityforums.rogers.com) Lithy Categories: Best Social Customer Experience     Our Rogers Community Forums are still relatively new, having launched late in 2010, so much of our effort in 2011 was focused on building the community and promoting it internally.    To accelerate growth we used many cross-functional platforms. We put a note on our customers’ bills (which increased page views by more than 200%), ran banner ads on our Barker Channel (a promotional television channel for Rogers Cable customers).   We also added it to our Quick Start Menu (an interactive program guide for Rogers Cable customers), and pushed targeted SMS messages to customers’ mobile phones promoting the mobile enhancement we made to our community (which resulted in a click-through conversion rate of 2.6%).   We also incorporated badges driving to the community on our corporate blog and support pages. These combined efforts helped us to effectively double our user base over the third quarter of 2011.   With the community firmly established, we began to focus on the customer experience.   The community helped support our most successful device launch to date. With over 1,400 posts about the launch, we had many insights to share with the rest of the business to improve for next time. And it meant that, for the first time, customers could find answers they were looking for without calling in and possibly waiting on hold. Many customers were also able to answer each other’s questions.   To support the launch, we moved to a dedicated support model for the community, meaning in-house customer service representatives could address Rogers customers’ account-related questions via private message.   Our community is peer-to-peer so, as a way to engage more deeply with our customers, we launched a program called Rogers RevUp. This is a series of expert events held exclusively in the community where a product manager answers questions for a few hours or a full day. It gives customers unprecedented access to decision makers.   During our first RevUp, which was related to our Android product line-up, we saw registrations go up 42% over the daily average. The event was also well-attended by our key Android influencers, many of whom we’d been gathering feedback from over the last few years.   This was a nice way to give them real-time direct access to our product manager for Android-powered devices). Through events like RevUp and the community forums we are able to capture insights, share them internally and ultimately use this feedback to improve customer experience for Rogers customers.   On a weekly basis we create a “top five” report that is shared internally and we have created specific reporting for product teams at launch time. Employees are also invited to visit the community anytime to find out what’s being said about their own products or services. The result of this work is a more vibrant community that consistently generates answers to customer questions but more importantly, it’s a community the helps us improve our business.   ---------- Rogers is a diversified Canadian communications and media company. We are Canada's largest provider of wireless voice and data communications services and one of Canada's leading providers of cable television, high speed internet and telephony services. Through Rogers Media we are engaged in radio and television broadcasting, televised shopping, sports entertainment, magazines and trade publications, and digital media. We are publicly traded on the Toronto Stock Exchange (TSX: RCI.A and RCI.B) and on the New York Stock Exchange (NYSE: RCI).   For further information about the Rogers group of companies, please visit www.rogers.com.
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Company: Sephora Entry Submitted by: Candace Sims (candace_sephora) Community Manager Community: Sephora BeautyTalk (sephora.com/beautyadvice) Lithy Categories: Best Social Customer Experience   We are convinced that Sephora... See more...
Company: Sephora Entry Submitted by: Candace Sims (candace_sephora) Community Manager Community: Sephora BeautyTalk (sephora.com/beautyadvice) Lithy Categories: Best Social Customer Experience   We are convinced that Sephora has the best SuperFans on the planet, and also the most engaged.   They spend an average of 396 minutes online a month, and purchase 10x more than our average client! They also have created their own community and support system on BeautyTalk, outside of the usual chatter about beauty and makeup.     Aside from the wildly popular user-created traveling Sephora box program, they also offer each other support during troubling times, and give advice to each other on every subject from financial issues to favorite travel destinations.   That they feel so comfortable discussing so many different types of topics with each other is really a testament to how close the super users in our community are.   Our lounge boards are some of the most popular and active boards in the community, and every time one of our users hits a “hearts” (kudos) milestone in the community, our users throw them a (virtual) party!   It’s really fantastic to see our members rewarding each other and fostering a sense of accomplishment among each other in the community.
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Company: Sephora Entry Submitted by: Candace Sims (candace_sephora) Community Manager Community: Sephora BeautyTalk (sephora.com/beautyadvice) Lithy Categories: Best Social Customer Experience Best Social Customer Experience Progra... See more...
Company: Sephora Entry Submitted by: Candace Sims (candace_sephora) Community Manager Community: Sephora BeautyTalk (sephora.com/beautyadvice) Lithy Categories: Best Social Customer Experience Best Social Customer Experience Program   Sephora consistently strives to provide the best client experience, beauty expertise and services in the industry, whether it be in our stores, online, or via mobile device. We partnered with Lithium Technologies in September 2010 to launch our online beauty community BeautyTalk with a few high level goals in mind:   To build the Sephora brand and community, To establish Sephora’s expertise in the beauty world, And to drive sales and loyalty But our main objective was simple: to create a space where our clients could get their most pressing beauty questions answered.   BeautyTalk quickly became a thriving and vibrant community, a place where beauty enthusiasts around the world could meet and share stories. But a few months into our launch, we conducted a general client survey and received some interesting results.   We learned that 65% of our clients would prefer to get beauty advice from not only their peers, but from beauty experts as well. And if there is one thing Sephora has no shortage of, it's beauty experts! In August of 2011 we launched our Ask the Experts program with the help of our Sephora PRO artistry makeup team.   Sephora PROs are our handpicked elite team of makeup artists who travel the world to work as key makeup artists at events such as New York and Paris Fashion Week, and The Sundance Film Festival. Together with our highly trained beauty advisers in our call center, 6 PRO team members make up our roster of Beauty Experts, who are online between the hours of 6 am – 9 pm everyday answering beauty questions.   I f a client asks a question in the Ask the Experts board, they are guaranteed a response from one of our beauty experts.   The Ask the Experts board immediately took off, and it is now in the Top 3 most viewed boards in the community.   We are very proud to offer our clients a point of differentiation from other beauty communities in that there is now a place where you can get beauty advice not just from your peers, but from trained experts with experience in the field.   We have also just recently launched a Live Chat program, where clients can get one on one real-time advice from experts in certain fields (past live chats participants have include skincare expert Ole Henriksen, Dr. Dennis Gross and tattoo artist and makeup guru Kat von D).   These live chats have given us a whole new way to engage with clients, and the response has been tremendous, with the chats garnering over 20,000 views each and hundreds of questions.   With our Ask the Experts program, we are bringing the knowledge of trained professionals right to the computer screens of our eager client base and providing a useful, fun and engaging social customer experience.   Feedback from our clients - What do you love about Sephora’s Ask the Experts program?   “Everyone I know turns to me for beauty advice, but it’s nice to know there's somewhere I can go when I have a question too!” - fakeasnonfiction “I love being able to research online before buying and asking the experts questions about the products. They can tell us stuff or about products we would probably never know.” - makeupobesessed “They have really detailed answers that contain pretty much everything you need!” - rockstarg    
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Company: Cisco Entry Submitted by: Becky Scott (lolagoetz) Tech Zone Success Manager Community: Cisco Tech Zone  Lithy Categories: Best New Community Community Launched: 10 October 2011 Our organization tends to be very email-centri... See more...
Company: Cisco Entry Submitted by: Becky Scott (lolagoetz) Tech Zone Success Manager Community: Cisco Tech Zone  Lithy Categories: Best New Community Community Launched: 10 October 2011 Our organization tends to be very email-centric, as many companies are. One of the problems we had with email was the lack of centralization, accounting, and the ability to capture and reuse knowledge.   It’s tough to search through thousands of emails to find an answer to your question. And what happens if you join a group mid-discussion? You don’t get the benefit of prior conversations.    The value of the contributions and the impact experts were making went unnoticed as the mailing lists didn't feed into the overall metrics system.   We decided to go with a community-based platform so we could auto-archive discussions and provide a rich, comprehensive and flexible reputation model. This allowed us to transition into a reusable content model. The adoption rate in our organization has been phenomenal, with many more people visiting than our original roll-out group. In fact, we've gone viral!  Word of mouth has increased our visitors to three times what we expected – and we only launched the community in October.   In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool. It is seamlessly tied to the engineers' workflow and deeply integrated with our other service delivery tools.  To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs.   The forums reputation model has helped us acknowledge contributions that would have previously gone unrecognized. Engineers who never participate in email discussions beyond asking questions are actively posting answers in the forums and helping other engineers. And they’re competing to see who can get on our leader board.   But the biggest win for our group at Cisco has been the ability to bring experts together from all areas. Engineers from across the globe are asking and answering questions for each other.   Collaboration is growing and we’re seeing instances of these conversations helping other engineers solve cases faster.   Cases that were taking months to get a resolution are getting answers on our forums within days and solving issues for our customers because of the ease of collaboration in our community.   And it’s accelerating engineer learning, too, as anyone can read documents and update their knowledge on new products and how to troubleshoot issues. And we’re seeing engineers do just that, and helping other engineers with their new skills.   "Tech Zone has been by far the best forum/resource for helping engineers that I have seen in my past 5 years of TAC experience." – Cisco TAC engineer, Anoop Saxena.
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Company: Cisco Entry Submitted by: Becky Scott (lolagoetz) Tech Zone Success Manager Community: Cisco Tech Zone  Lithy Categories: Best Community Technical Integration Cisco’s internal engineer community 'Tech Zone' was built fro... See more...
Company: Cisco Entry Submitted by: Becky Scott (lolagoetz) Tech Zone Success Manager Community: Cisco Tech Zone  Lithy Categories: Best Community Technical Integration Cisco’s internal engineer community 'Tech Zone' was built from the ground up by engineers… for engineers. The community developers are also a part of our target audience.   From the beginning we wanted an agile space where we could incorporate constant feedback and enhancements.   When our community opened for business, it came with an Idea Exchange to solicit any and all feedback from our users. Our users did not disappoint.   We started out by identifying where we want to reuse knowledge. We link open cases to posts and articles to track which content is helpful in solving a case.   We wanted search to be front and center in our workflow, so we implemented a search-before-post feature that surfaces related content – and displays the number of kudos and case links right there in the results. And we’ve used REST APIs to deeply integrate our community into our systems, such as our trouble ticketing portal, our knowledge creation strategy, and our corporate instant messaging system.   Our community is also an application development platform. In order to accelerate wide adoption we have ensured that our community is not a stand-alone tool, rather it is seamlessly tied to the engineers' workflow and seamlessly integrated with (and on an equal footing with) the other service delivery tools.  To this end we’ve made 100+ enhancements to the basic Lithium community, based on our business needs. This is where our business drives the tool instead of the tool driving the business. No limited capabilities here!   We’ve taken Lithium’s reputation system and not only incorporated it into our community, but we’ve added custom elements and added our own variables to Lithium’s already strong use of formulas for ranking.   We've built a customized leaderboard to highlight the accomplishments of our users based on our enriched reputation formulas. The result is a reputation system that effectively implements weighting factors to allow us to emphasize our organizational priorities and provides a checkpoint for our engineers.   As we see important behaviors that we want to encourage, we can build additional custom components right into the reputation. This reputation model also feeds into a rich custom metrics portal so engineers can self-evaluate their technical growth as well as arming them with tangible data for performance reviews and career development discussions.   Engineers need a quick way to preview information to see if it’s relevant to the case they are working. So we integrated a locally-grown case preview tool that allows our engineers to preview a portion of a case or bug. This has been hugely helpful in being able to find a quick answer within our community.   And we have even more awesome integrations in the works. Our engineers wanted a way to bump a thread without bumping the reply count, so we’re currently implementing a "raise hand" feature that allows a user to draw attention to a thread in progress in order to ask for additional help.     “The ability to quickly get help from experts and the ease which knowledge can be captured and re-used by others makes Tech Zone the perfect tool for us. I think we should also recognize the [Cisco] and Lithium teams for being so receptive to TAC's feedback and their willingness to tweak/ implement new features, as this is a huge part of what makes Tech Zone successful in my eyes.” – Cisco TAC engineer, Mike Robertson.
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Company: TomTom Entry Submitted by: Kenneth Refsgaard Community Manager (kendoji) Community: TomTom Discussions  (discussions.tomtom.com) Lithy Categories: Best SuperFan Story or Insight When we launched TomTom Discussions on 1st M... See more...
Company: TomTom Entry Submitted by: Kenneth Refsgaard Community Manager (kendoji) Community: TomTom Discussions  (discussions.tomtom.com) Lithy Categories: Best SuperFan Story or Insight When we launched TomTom Discussions on 1st March 2011 we knew that superfans would be important to the success of the community. And it didn’t take long before a few very actively engaged users emerged.   A few months after launch we created a private area for our top users, which marked the beginning of our superuser program. Since then we’ve been consistently awed by the knowledge and passion shown by these customers. We’d like to introduce a few of them.   Great Content:  In the early days of our community, one of our superusers was single-handledly responsible for 10% of the posts on the forums. The truly remarkable thing, though, is his encyclopedic knowle   dge of our products. It’s safe to say that he knows our products better than just about any of us! And we often - only half-jokingly -explain to colleagues that everything he posts should be assumed to be 100% correct.   In the year since we have been live he has authored 250 solutions and posted almost 4,000 times!   Creating that Community Spirit: Two of our superusers have been instrumental in helping us manage the community.   One thorny topic had become quite challenging to manage, when one of our superfans went on a mission to turn things around. He posted in the thread but also made great efforts reaching out in private to the most vocal troublemakers, urging them to be constructive. Most of them changed their behaviour immediately! These noble superfans have helped to maintain a friendly atmosphere on the community for everyone.   Above and Beyond: Several of our other superfans spend countless hours providing direct support to customers who are having problems.   This even goes to the extent of offering to provide help over the phone, or using Google Translate to help customers in languages that they don’t speak! And in our private area we receive a constant flow of valuable feedback from all of our superfans. This can be about product issues, website errors and much more. In fact, some of our colleagues from the product teams have learned that our private area is one of the best places to get timely and accurate product feedback, and have started monitoring it on a daily basis!   We all pay a lot of attention to the private area, and make sure that our superfans have a fast and direct line of communication to us.   There are many more examples we could mention, but possibly the greatest thing we’ve seen happen with our superfans is the warm and friendly relationship they’ve built with each other, and with us.   The private area is a board that’s full of laughter, honesty and mutual support. The bonds that our superfans have built with each other, and their relentlessly helpful and constructive discussions on the community, are infectious – they are really the ‘leaders’ of the community, and we often see new users starting to emulate their behavior (even if they started out as detractors!).   Our community is a great success, but we owe it all to our loyal superfans.    
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Company: Webroot Entry Submitted by: Catherine Buzzitta  Community Manager (cbuzzitta) Community: Webroot Community ( community.webroot.com ) Lithy Categories: Best New Community (Launched after 1 June 2011) Community Launch Date: 2 Februa... See more...
Company: Webroot Entry Submitted by: Catherine Buzzitta  Community Manager (cbuzzitta) Community: Webroot Community ( community.webroot.com ) Lithy Categories: Best New Community (Launched after 1 June 2011) Community Launch Date: 2 February 2012   Webroot is the perfect example of a company that needed a community. We had a compelling story to tell, a revolutionary product that people wanted to talk about and a loyal army of advocates. Also, customer service and product innovation are at the crux of our business success.   Yet with so many undefined channels of communication, we struggled to have the kind of dialogue we needed to really drive our products forward and to resolve customer issues quickly.   It became clear that Webroot customers needed a place to talk to Webroot employees, ask questions, find answers, suggest ideas for our products, and stay in the loop on security industry news. And so with the help of Lithium’s team and our small project development team, we created the Webroot Community.   RESULTS: Success! It appears that a Community is exactly what our Webroot fan base wanted!   After an initial "sneak peek" launch on February 2, 2012 to about 20,000, we gained 30,000 page views in the first five days. We launched to our entire customer base on February 15th. In just over a month since our public launch, we had over 525,000 page views and over 190,000 user sessions. After one month, we had 770 registered users - 18% being Webroot employees. This metric is a testament to not only our early success in registrations, but also company involvement. We have 34 ideas in our Ideas Exchange and all are reviewed bi-monthly with our Product Team. Half of the ideas have already been scheduled to be implemented in the next quarter. We have 1493 posts and 681 kudos in our Community - with the most activity being in our 'Mobile for Android' forum. This showed us that our users have a lot of interest and questions about our Android app - which then spurred involvement from our mobile team in the Community. WHAT LED TO THE SUCCESS? The "sneak peek" roll out was huge because our highly technical advocates. They enjoy being a part of our betas, so we leveraged that in the Community as well. We featured the community on Webroot’s homepage at the very top of the page, giving it easy accessibility. We promoted the Community on our social channels, in our email newsletter, in our product and at events. Webroot Employees were appropriately trained and encouraged to participate in the Community. We engaged with our superusers early on - PMing them and making them feel important using ranks and roles. We sent a friendly email out on behalf of the Community Manager asking for early feedback from select users. We created an "intro" video, welcoming users to the Community and explaining how to use it. In addition to setting up and customizing the overall architecture of the Community, we also implemented a secure SSL login to remain consistent with our security protocol. (very important to this security-savvy community) We continue to evolve our forums to make it easier for users to set up their accounts (e.g. “Helpful Pointers for New Members,” a new internal-use-only employee forum, and a business forum to launch alongside our new business product). We used the Community to cross-promote offers and sweepstakes.  In just one month, the Webroot Community developed into a knowledge resource for security-related topics and a rapid-fire response system for customer support issues.  In fact, the response was so great we had to bring on additional support team members to remain dedicated to resolving customer issues on the community. As a result, the correspondence between our support team, moderators, administrators, and users has been nothing short of impressive.   And lastly, don't take OUR word for it.   Hear what the Webroot Community has to say!   “Any questions or suggestions about your Webroot product, this is the forum to post them. Excellent Forum.” “I have to say again Congrats to all of the Webroot teams from Development all the way to Support and now the Community Support Forums keep up the great work!” “Thank you to the Webroot support team for all of your efforts! You ALL are the BOMB!” “Well done. Keep up!” "Nice to see Webroot with its own forum and a very nice once as well..I like the forum options...Love WSA keep up the good work."        
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Company: HP Consumer Support Entry Submitted by: Dani Weinstein Social Media Support Manager (Dani) Community: HP Consumer Support Forum (http://h30434.www3.hp.com) Lithy Categories: Best Global Implementation HP Expert Day Events come ... See more...
Company: HP Consumer Support Entry Submitted by: Dani Weinstein Social Media Support Manager (Dani) Community: HP Consumer Support Forum (http://h30434.www3.hp.com) Lithy Categories: Best Global Implementation HP Expert Day Events come of age around the world   HP customers worldwide got their toughest questions answered by HP Experts.  Hosted on all seven HP Consumer Support language forums, Expert Days showcased HP’s commitment to our customers by engaging in real time, one-on-one, personalized conversations, sharing, and help on a global scale.     Anytime, anywhere... 14 Expert Day events were held in 2011 and early 2012 with hundreds of volunteers, known as HP Experts.  HP Experts located around the world are a valuable resource for community members, an indispensable part of the HP team, and their participation has helped build and grow HP’s community.    Gathering online for 24 hours to answer any and all questions that community members posted to the forum boards, HP Experts physically and virtually came together in various Expert Villages headquartered at HP sites around the world to confer and answer to questions as a team.    Combined with the power of the Lithium Technologies platform, HP customers could talk with experts at their convenience and in their preferred language (English, Spanish, S Chinese, French, German, Portuguese, and Korean).  So, whether you’re an English speaker in Thailand or a French speaker in the US, HP customers have the ability to access the Expert Day of their choice and get the answers they want via a personal, human, and high-quality support experience.   The numbers tell the story One key measure of the HP’s Global Expert Day program’s success is in the numbers – here are a few we’re especially proud of:   On the English language forum, Expert Day participation grew by more than 50,000 customers between the April 2011 and January 2012 events.  In January, customers from 219 countries had their questions answered during Expert Day. The September 2011 Portuguese Expert Day had 15,000 participants.  Additionally, the number of digital “thank yous” (given in the form of “kudos” on the forum) increased by more than 4000% compared to a normal day’s average. The January 2012 Chinese Consumer Support Expert Day saw a 1526% increase in number of postings over the daily average, while the January 2012 Korean Consumer Support Expert Day saw a 671% hike when compared to daily average. HP began its Expert Day programs for some key reasons: To connect with customers real-time to share and help when they need it To listen and learn from our customers as they share their HP successes and challenges To introduce first-time users to the HP community by meeting and talking live with other HP fans, friends, and experts and getting the most out of their HP products and services .   Progress toward that goal has been overwhelming worldwide:   September’s English-language Expert Day saw a 195% jump in new registrations compared to an average day. September’s German and French Expert Day resulted in more than 325% increase in each language forum’s new registrations vs. an average day. July’s Chinese-language Expert Day resulted in more than 600% more new registrations compared to an average day. Customer satisfaction is the ultimate goal for HP Expert Days, and based on responses from customers around the globe, the HP Support Forum community is exceeding everyone’s expectations:     “Wow, I get responses from 2 experts so quickly, it’s almost an instant chat” – German Forums Customer, September Expert Day “I am getting to know much more knowledge. Thanks for experts solution, I know more skills on computer”- Chinese Forums Customer, July Expert Day “Wow!!!  It's working.  I can't begin to thank you enough!!! Not enough Kudos permitted to express my appreciation to you for hanging in there until you got the solution to my situation.” – English Forums Customer, September Expert Day “Fantastic…I can now go to bed (it is 10.43 p.m. here) in the knowledge that I can try that first thing tomorrow morning. Thanks once again for your considerable help - you have been very instructive and insightful and your guidance has been most appreciated.” – English Forums Customer,  January Expert Day   Thanks to our fantastic HP Experts, Expert Day events are alive and well.  Come join the conversation. We’ll see you in the forums!    
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