Company: Virgin Media
Entry submitted by: Jim Meadows (mrjimmeadows) Content Manager
Community: Virgin Media Help & Support Forum (virginmedia.com/forums)
Lithy category: Total Community All Star
Since the invention of the internet, digital technology has had an increasing impact on the way we live. As a leading communications provider it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.
Today, Virgin Media is a part of Liberty Global plc, the world’s largest international cable company. Together Virgin Media and Liberty Global serve 24 million customers across 14 countries, helping connect people to the digital world and enabling them to discover and experience its endless possibilities.
Our aim is to provide the best customer care experience in the UK through eService. And, as the UK’s most socially devoted ISP, scaling our social media presence to meet the demand of our customers has been our greatest challenge. In March we became the first ISP to have sent 1Million tweets to customers and we believe the application of Lithium / LSW has been key to achieving this milestone.
Our road to Lithium was born out of three critical requirements.
The first was a desire for our platform to do more. Lithium was responsive and met our demand for performance improvements. We were specifically looking for a platform with both skill-based and priority routing; a single desktop to extend across both social and community; and the product needed to be responsive to Facebook & Twitter developments, adapting swiftly to changes such as page threading.
The second was a need to improve reporting. Here we were looking to identify trends and accurately measure sentiment, with the ultimate hope for real time reporting across the piece.
The third and most important requirement was to maintain and improve customer experience: to align one agent per customer, to reduce customer response times, to use rich media in responses, and to moderate our multi-channel offering through a single console – taking control of conversations to actively encourage peer-to-peer support and improve on social KPI’s.
Lithium’s continued commitment to evolving their platforms, and their ability to adapt effectively to changes in both social networks and social culture is key to our relationship. As Lithium continue to deliver on product, Virgin Media exceeds their operational and transactional goals.
Benefits of a Total Community
The marriage of LSW and Community has enabled Virgin Media to reimagine a niche online space, delivering a dynamic central hub for online help and support.
The transformation of Community places it at the heart of eService. The ability to create optimized content immediately supports customer navigation from social as we drive customers to the right information at the right time, and benefits such as Social Integration within Community and integrating user generated content into online help and support, have driven peer-to-peer support across all touch points.
Through applying rigorous routing principles across LSW we’ve been able to limit risk to our online reputation –high profile accounts are identified using Klout, Conversational Key Words and Verified Status. In addition we’ve been able to harmonize social engagement and combine content streams on Twitter adopting a larger audience for our acquisition & content marketing strategy, whilst developing our care team’s skills to respond to both care and engagement.
Employing a 24-hour snooze rule, we’re now proactively reaching out to customers who have yet to validate our advice and can ensure we close the loop on the majority of conversations – and have increased agent productivity by 24.07% and response times by 25.57% across social and a 59% increase in baseline productivity.
The impact of efficiency has given us scope to activate a new look and feel with more features from our Community supporting our strategy. Using a single console, we brought moderation in-house, developing people and the job role. We were able to implement an archive, improve the effectiveness of Community search and dramatically increase the number of useful solutions viewed. Mobile optimization has enabled customers to navigate content on the go, a huge benefit when home broadband connectivity may be the contact driver.
Appointing a Community Lead has leveraged the effectiveness of our new Superuser advocacy program, increasing their time spent online and overall contribution to support, this coupled with a new ability to our members has given us the opportunity to successfully trial key products through customer outreach – all in a controlled environment.
Our Total Community results
Over the last twelve months we’ve achieved our target of managing a single Twitter feed for marketing and customer care, leading to new brand records in engagement – whilst remaining devoted to customer experience; handling increases in volume, team size and improvements in sentiment across social.
Through Community we’ve seen incremental growth across all KPI’s. As a result of new member entrances up 23% and innovations driving increase in time spent online up 21% we’ve seen impact in kudos and accepted solutions marked up an enormous 76%.
The real benefit of this? The increase in accepted solutions viewed rising by 37%.
We’ve supported 5 major projects with trials including over 2000 triallists, delivering over 22,400 pieces of insight that have developed product ahead of launch and increased customer education – as a result, Superuser activity has hit highs of 37 hours per week (each) with replies from the group contributing to 18% of the overall volume leading overall peer to peer support to reach 80% across the last 12 months.
Whether it’s been the implementation of video content, ranking or board restructuring the technology has been key to giving us the freedom we need to adapt our channels yet the solidarity to manage one of the greatest social media workflows across one of the largest teams in the world, confidently.
“As we pass the milestone of our millionth tweet I am reminded of the amazing journey the Social Media Care team have been on over the last 4 years as we have grown from an ad hoc team of a couple of people to our current 50+ team members.
Always championing our brilliant basics of being there for our customers when they need us, a virtual listening ear, heartfelt service and served up with a dollop of humour, the team continue to push the boundaries and lead from the front in the UK social care space.
The future is bright as we continue to grow and will evolve the social support to be more encompassing across the opportunities for Care, Marketing, Revenue and PR.”
- Cormac Connolly, Director Channel Development, Virgin Media
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Hi @wittier thanks for the good feedback regarding the activation email. We'll look at tweaking title and messaging so it is clear that the email address will need to be verified to gain full access to community features. I understand the team is already in touch about your inability to send private messages which should be resolved now. Don't hesitate to let us know if there's anything else we can do to help.
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We always place customer feedback at the top of our list of priorities and our Product Ideas boards (Community, JX and Care) are an example of how we capture your innovative ideas and feedback about our solutions.
In order to make this process as productive and transparent as possible, we want to share the general criteria by which we will be evaluating submitted ideas to help guide your submissions.
We will be evaluating your ideas based on the following criteria and giving feedback accordingly. You can expect to receive feedback on your submission from our Product Management team in the form of status changes and follow up comments.
1. Reach of Impact
How many customers would benefit?
How often would they use the suggested feature?
2. Roadmap Fit
Does this fit strategically within our current product/service offerings?
3. Community feedback
Is this idea getting noticed (via recent votes/comments/kudos)?
Does the idea have at least 5 votes?
How long will it take to implement the idea?
Is there a workaround available today?
5. Quality of submission
Is the submission well written and easy to understand?
Does it contain no more than one idea?
Is this a new idea or something that has been submitted already?
We encourage you to submit your ideas for Community, JX and Care, to us to help us continually innovate and make the Khoros solutions better for all of our customers. Be sure to search the community for existing ideas that may be similar to yours and review our submission guidelines prior to submitting your own. If indeed you do find similar ideas, we encourage to comment or vote on those rather than submitting a new one.
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Product Ideas Submission Guide
Customer feedback and product ideas are critically important to guiding the future of our products. We want to ensure that we are providing opportunities for you to share ideas and discuss concepts with each other and our product teams.
To provide feedback, simply visit the Idea Board for the related product: Khoros Community, Khoros Care, and Khoros Marketing.
Before you get started, make sure you review the following information.
Purpose and Expectations
Product feedback is always welcome, and we want to ensure that you understand how your ideas impact and are incorporated into the future of our products. It is helpful to think of our Idea Boards as a vital listening platform, (rather than a Support-like ticketing system) where we can gather intelligence and important insights into issues facing our customers that we can help to solve.
While we do not guarantee an SLA or direct 1-1 feedback on every idea, our product teams actively examine and compile ALL ideas and feedback. We work to prioritize ideas and features that will make the greatest amount of positive impact to the greatest amount of our customers. We look for topics and themes that paint a larger picture of solutions to common requests. They are looking for the WHY behind the WHAT. They will engage when appropriate to dig deeper into the topic or share important information, but we want to prioritize their time to actively drive our product forward.
Search for an existing Idea in the Idea Board. Instead of spending time on creating a post, first search for an existing post that is similar to your idea. We try to make this as easy as possible. When you start typing an Idea Subject in the submission form, we display similar ideas in the dropdown for you to select. If one already exists, simply visit the post, give it a Kudos to indicate your support for the idea, and add any additional conversation or comments to the topic. (If you submit an idea that already exists, we will simply merge the ideas to ensure that conversations are richer.)
Draft your new idea and submit it. The more we know about your idea – who it’s for, what the motivation is, and what the actual item is, the more accurate we’ll be when it comes time to prioritize and size it. Be sure to include as much of the following information as possible:
The Role: What type of user is the feature for?
The Outcome: What is the problem that you are trying to solve or the outcome the user is hoping to accomplish?
The Benefit: What is the overall value and importance of the feature?
The Context: Any additional information like screenshots or examples from other products is always helpful
Subscribe to idea boards and engage with other ideas. You can subscribe to an Idea Board or even specific labels in that Idea Board to be notified of new activity. Simply select that “Subscribe” button on the Idea Board (or Filter by a label and Subscribe), and you’ll be notified of updates. Hint: Check your notification settings to ensure that you are notified when activity happens on ideas you care about. Be sure to share your own perspective on ideas as our product team will review and evaluate ideas with your engagement and feedback as one of the criteria.
Every idea has merit – even ideas that are not added to the current Roadmap are tracked over time and may be prioritized on future Roadmaps due to the longevity of need. We do try to provide as much clarity as possible according to our current disposition. Below you will find a summary of what each status means.
New Idea – Brand new ideas submitted by you and ready to be voted on. We’ll set each of these ideas on a course to get feedback from the community and a definitive disposition from Khoros' product team.
Under Consideration - Our team has seen the idea and is currently reviewing the criteria, demand, and capacity to be added to our product Roadmap. An idea might remain in this status for several months as our Roadmap is reviewed and updated at regular intervals.
Future Roadmap - The idea has been validated and been accepted to be included on the Roadmap. This does not indicate a delivery date of SOON, due to prioritization and scoping of resources across our entire product suite, but we are excited to work on the feature when we get the chance.
Current Roadmap - Ideas will move from our Future Roadmap to our Current Roadmap when they are actively being developed by our Product team. Watch out for our Roadmap webinars, and follow our Product Blogs and Release Notes to keep up to date on new releases.
Consultation Recommended - Khoros Community is a very flexible, extendable, and customizable platform. There are a lot of ideas we won't have a chance to bake into the core out-of-the-box product, but they are possible with some minor work-arounds or able to be accomplished with customizations (by your own team or custom-scoped by our Services team).
Declined – While all ideas are appreciated and provide value, we are not able to deliver on all of them. Sometimes, there are third-party limitations that make the idea currently unavailable. Sometimes, we have prioritized other features on the current Roadmap, but we will still track this idea over time to review the fit for future Roadmaps.
Delivered – The idea has been implemented and delivered to our customers. Look for the release version denoted in the item, and check out the product Release Notes for details on how to start using it.
Archived - Over time, we will archive ideas for a variety of reasons. Archived ideas might not have received much traction or are related to features that have been phased out. You can still interact with archived ideas, and elevated interest and capacity might encourage us to prioritize for future Roadmaps.
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