Visa
Author Details: Name: Anthony Pichardo Title: Product Manager Company: Visa Tell us about you, your company, and your team? Launched in 2016 the Visa Developer Platform continues to explode in growth, currently averaging 8 billion API calls each month. The portal is the face of Visa’s digital-first strategy and is compromised of a developer portal, community platform, API gateway, and service components used to enhance product and client experiences. Myself and Sophie are the product managers supporting the developer experience and community platform. How does your role and your team support your company and its goals? My role is to lead the developer experience team which is inclusive of our developer center and community platform. As a team we strive to provide our developers with the tools and resources they need to discover and implement our suite of products. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Our team uses Khoros Community to engage with our customers in a dedicated channel of choice with expert support and like minded peers available to connect in real time. We focus on improvement at the platform level, inclusive of the developer and partner portals. The community helps to enhance the Visa Developer Platform as the single, trusted, and open platform that easily serves all client developer solution needs. Our community solution was intended to solve the challenge of how to create a quality customer experience that leveraged self service to provide cost savings through contact deflection. We decided to use Community for this challenge as we see it as a way to have a better branded experience and we knew we would be able to scale the service at a lower cost due to the inherent self-service nature of communities. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. In addressing the challenge of driving Community self-service, we wanted to foster and encourage peer-to-peer engagement to improve quality of member interactions and to increase customer trust and advocacy. This has involved improving process efficiencies and streamlining the onboarding experience for clients, including leveraging the community and documentation to provide better support and responsiveness to customer feedback. The focus is on reducing time it takes for clients to start using their APIs, with the community able to deflect initial questions that are easily answerable by us fostering and encouraging peer-to-peer engagement. In addition to our Community team, this also involved the Customer Success team who provide a lot of the customer support and manage all the customer intake channels. What were the business outcomes and value driven by addressing these challenges? Pl…139Views0Comments
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