More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care.
They turned to their long-standing partnership with Lithium to uplevel their superuser program. The goal? To improve the digital CX experience for customers everywhere and draw on more than 400 customer volunteers in 52 countries to provide support through their expert product and practical knowledge.
18% yoy growth rate in the program
~5M forum visits per month
+44% increase in forum traffic
25K+ accepted solutions
How did they motivate customers to volunteer and become Expert Elites? What design secrets do they have to drive engagement? How can you, too, harness the power of your customers to provide better digital customer care experiences?
Download the Autodesk Case Story.
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Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include:
Dynamic scaling for ultrafast response during peak demand
Being able to help customers in the moment they need it and,
Getting detailed reporting to ensure their efforts are aligned with real customer results.
Sprint knows these challenges well.
They are the fourth largest telecommunications company in the United States and serve more than 60 million customers. Additionally, they offer wireless service in more than 200 destinations around the world, not to mention a variety of subsidiaries.
Providing better customer service experiences became imperative to them – and they turned to overhauling their community as their success strategy.
It was a major undertaking – their legacy 10-year-old community had 10 million posts and 3.2 members – but it wasn’t providing customers with the level of issue resolution and responsiveness that they needed.
Sprint decided to migrate to a Lithium-powered community.
And they did it in six weeks.
How did they do this? What compelled them to switch to Lithium? What features does their community now provide that has them engaging in 163% more digital conversations in less than 15 minutes?
Download the Sprint story and see how you can transform your customer service, too.
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