Past Lithys (old format)
Check out Lithy entries from previous years.
Company: Telstra  Entry submitted by: Yannick Pierre (Yannick_P) Crowd, Help & Support Lead  Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/) Lithy category: Total Community All Star   Telstra is Australia’s largest ... See more...
Company: Telstra  Entry submitted by: Yannick Pierre (Yannick_P) Crowd, Help & Support Lead  Community: Telstra CrowdSupport (http://crowdsupport.telstra.com.au/) Lithy category: Total Community All Star   Telstra is Australia’s largest Telecommunications Company and for over a hundred years we have connected Aussies with each other and the rest of the world.   At Telstra we seek to connect and engage people, our customers and employees. Our digital transformation starts with people, not technology.   Both customers and employees engage digitally with Telstra every day – at scale, seeking to have their questions answered or problems resolved – and share their experiences with our products and the rapidly changing technology landscape. Increasingly, our customers expect and deserve the same level of authenticity from interactions in digital environments as they have traditionally been offered in the offline world.   Telstra has leveraged Lithium Products & Services to build an entire digital eco-system that transcends incumbent boundaries of segment, device, employee and customer.   Building upon our award winning customer community  CrowdSupport® - we have extended our digital eco-system unabated to deliver employee collaboration, real-time omni-channel dialogue, complete visibility and measurement in social and a step change in customer help and support.   CrowdSupport® Through our CrowdSupport community customers can receive quick and reliable responses to questions from community members – both customers and Telstra employees. The contribution from our community members is the difference between ‘good’ and ‘great’ – we recognise community members’ contribution with ‘meet-up’ events and exclusive access to products and services in addition to the established ‘gamification’ model.   Store Locator & Community – Unlocking Omni-Channel We’ve deployed a single search platform to enable real-time customer feedback and discussion for Telstra’s store network nationally. Team members in store can now directly connect digitally with their customers, helping to create an omni-channel presence.   Telstra Wi-Fi®  – a community of Wi-Fi Telstra is creating Australia’s largest Wi-Fi network.  Through the CrowdSupport community customers can locate their nearest hotspot, provide feedback and discuss tips and techniques at an individual access point level. Telstra has over 1,100 hotspots nationwide and over 1 million devices have connected to the network.   CrowdSupport Live – Taking community real-time We have taken our community connection real-time with an integrated capability between CrowdSupport (Lithium) and CrowdSupport Live (Needle). Our community members are now able to sign up to conduct live chat sessions directly with other customers considering the purchase of new mobile handsets – this has delivered 4000+ chats year to date with great positive feedback.   Klout Integration– A global first We have successfully integrated Klout into our CrowdSupport community – providing the next wave of gamification and customer value exchange for our community members.       Telstra’s In:sight community, powered by Lithium, is an enterprise community delivering premium access to the latest business thinking, technology, trends and exclusive events. There are now 2000+ registered members and our account executives are connecting in digital communities complementing a traditional face to face or telephone relationship model.   Peer Support In May 2014, we launched our Peer Support community, which enables our digital and telephone centre teams to connect and share their knowledge and experience. We have thousands of employees actively using the community. PeerSupport has enabled Telstra to connect the knowledge of our digital and telephone centres in a way the company has never previously achieved. Employees are able to find information faster and the collaborative nature is delivering informative and timely updates.   A step change in Customer Help & Support Telstra re-platformed our entire Customer Help & Support onto Lithium in 2015. Customers are now able to seamlessly connect company authored content (i.e. the ‘official source’) with community generated content. Through the power of the community customer feedback drives the creation of high value content – to date we have received over 12,000 content recommendations from our customers. This provides a great balance for our customers across a wide array of the trust and adoption curve.   Digital Customer Care – Total visibility On the back of a large-scale rollout of Lithium Social Web in May 2013 Telstra’s 24x7 Digital Customer Care Team have completely embraced the plethora of benefits LSW offers our customers and employees. With rapid onboarding, flexible working, easy access to help and support content, automation, total visibility and measurement– we are operating like a Swiss clock in the rapidly changing social media landscape.   Figure 1: The ‘proof points’ for offering a dedicated internal employee community   Figure 2: Growing our digital eco-system sees growth in the anchor tenants too   Lithium Social Web – the game changer   April 17, 2013 was the day Telstra launched Lithium Social Web (LSW) and transformed our customer’s service experience in social. The seamless workflow, simplistic user experience, social integration, prioritisation and immediacy saw expediential improvement to our customer’s digital service experience.   Pre-Lithium, Telstra manually tracked customer posts and replies via spreadsheets. This was, of course, not sustainable. A solution was needed to handle the immense growth of digital connections in social.   Adoption of the Lithium Social Web was the right solution.   Our digital customer care experienced has improved in six main areas:   Figure 3: The impact of Lithium Social Web on Telstra Digital Customer Care   LSW allows Telstra to provide authentic high quality customer service, create thriving digital communities and foster an internal self service culture.   What’s next?   We have made considerable progress on our digital journey – we must continue at pace as our customers’ expectations increase in a world gone digital.   At Telstra, we believe that in the next five years   5G will be standardised Networks will be optimised for traffic against specific services and media types Consumer devices will be dominant, but small devices for data sensing and processing will make up a significant percentage of mobile and Internet traffic. Telecom and other industries will be more platform shaped, with data becoming as important as products. The world will be faster, and more connected with a billion more participants in the global economy   For our digital eco-system and our communities we will continue at the pace our customers expect and we will deliver:   LinkedIn integration for business. Considering two new users join LinkedIn every second, it is central to the digital life of businesses, and we are implementing a system where users can login and register with Telstra through their LinkedIn profile.   Achieve a unified social ecosystem, integrating with the core enterprise social platform, to drive a self service culture.   Provide employees with the ability to access a greater repository of knowledge and address issues in real time.   In closing....   Telstra is over 100 years old and is now empowering customers and employees by democratising customer service through rich community peer to peer service.   We are increasing our investment in our digital service for customers through our multiyear Digital First program. This will give our customers even greater control of their accounts and services, technical appointments and support options   We are working to achieve an even more unified digital customer ecosystem through leveraging a wide range of Lithium’s products and services, as we continue our journey to deliver a brilliant connected future for our customers and Telstra.     Appendix: Telstra communities      
Company: XL Axiata  Entry submitted by: Yudhistira (yudis) Manager- Digital Community Community: Xplor Forum (http://xplor.xl.co.id)   Lithy category: Total Community All Star   XL Axiata (XL) is one of Indonesia largest mobile telco c... See more...
Company: XL Axiata  Entry submitted by: Yudhistira (yudis) Manager- Digital Community Community: Xplor Forum (http://xplor.xl.co.id)   Lithy category: Total Community All Star   XL Axiata (XL) is one of Indonesia largest mobile telco company with more than 45 million active customers which majorly prepaid and high growth on mobile data service penetration. Running 2 brands; XL which focus on digital-life segment and AXIS which focus on cost-conscious segment. We are well-known as always one step ahead the competition through our breakthrough in customer-centric products and services. Our brand promise is to fulfilling our customer’s potential by empowering them to access and explore what's important to them through mobile internet, with XL : Now, You Can!   Social Customer Experience (SCX) is the key success factor for consumer brands in Indonesia. Indonesia is always in the world’s top-5 in terms of social media user and activities. Conversations about brands are happening anytime, anywhere – making customer reference more trusted than advertising.   XL Axiata takes this seriously. We developed our social channels since 2010, and today we have scored remarkable achievements in Indonesia's social media space; our brand-focused social media channels (XL 123 and XL Rame) have more than 5 million in follower base, and our customer care-focused twitter (XL Care) has reached 5 million monthly impressions. But, we have 3 fundamental problems to be solved: Our Brand-focused channels have a very wide audience base but low engagement On the other side, our Care-focused has a smaller audience but a lot deeper engagement People always want to contribute in any way (good or bad), there is an opportunity to convert their contribution to become useful for other people by creating a mechanism called customers help customers   The Lithium-powered community can solve these problems by synergizing the advantages and enabling us to bring our SCX to the next level: Powering our social channels with the best tools available, and Build our own community platform to get the most contribution from our social channels (big audience with deep engagement)   We began by taking a look at the world’s best NPS for Telco: GiffGaff. The story has inspired us to learn their method, understand their success, and what enables them to do so.   We want the best solution to achieve our objective. Therefore, we compared Lithium with other 8 world-class candidates. After one year of a comprehensive process, we came to a final decision to implement a Lithium-powered Community and Lithium Social Web as the best solution to our needs and strategic objectives.   Benefits of a Total Community   Developing a Lithium-powered community and implementing LSW at the same time has redefined our digital strategy in managing customer engagement, optimizing team performance, and improving overall customer experience journey.   Our strategy is Omnichannel Customer Engagement. The journey starts from wherever our customer wants: website, social media, instant messaging apps, self-help apps, service centers, call center or physical experience center. After they get what they need (inquiry, purchase, campaign respond, customer support, etc.), then we direct them to get a better experience and wider engagement with our community members on our integrated digital community platform.   Furthermore, to provide an end to end community experience and to create closer engagement between community members, we frequently initiated offline events; either XL-hosted or Community-hosted. We use our Digital Lifestyle Experience Physical Center (Xplor) or places that meet their interests to held the events. This strategy positions Xplor Forum as the first online & offline community in Indonesia.     Meanwhile, LSW has solved our issues around experience & engagement across social media channels. Previously, we used various tools to perform different tasks i.e. identify prioritization, distribute to agents in order to respond the conversations, following up with CRM tools, run scheduled campaigns, monitoring sentiments and other activities we need to focus on. Now, it is all powerfully done through LSW, seamlessly: Easier for our agents to deal with customer problem and provide greater customer experience Team performance can be monitored in real-time by superiors And the most important thing, LSW has created direct impact to what our customer feels: Faster response Better engagement resulting from real time customer insight and interaction history Richer response through sharing from other customer’s experience (customers help customers)   LSW has met all our objectives to provide the easiest, reliable, and engaging social customer experience through digital channels.     Our Total Community results   We just launched Xplor Forum community publicly on April 9, 2015.   (Caption) XL launched Xplor Forum. From left to right: Yudhistira, Manager-Digital Community -- Rashad Javier Sanchez, Chief Brand and Customer Experience Officer -- Noviyus Kurniawan, VP-Customer Experience Management   (Caption) Grand launching is covered by more than 50 national media press, including 2 national TVs.   Although we don't have many metrics to share right now, there are a few outcomes that bring us much optimism. Here are signs that we are off to a good start: Achieved score 100 out of 100 in Google user experience index for our mobile site. Which is more than 80% of our traffic coming from mobile. Achieved our first 1,000 members resulting from 3 months soft launch to our loyal customers and their social media circles The #1 Google Search Result for keyword “Xplor Forum”, competing with many websites that carry “Xplor” and “Forum” within their names.   Achieved +64 Net Promoter Score. We survey all of our registered members with Net Promoter Score methods with 53% sample take up rate.   Achieved more than 1,000,000 impressions on Twitter resulting from 2 offline events we held. We involved Key Opinion Leaders with social media viral campaign method.
Company: Leroy Merlin Espańa Entry submitted by: Francisco Campos Dominguez (PacoCampos) Social Media Manager Community: Comunidad Leroy Merlin Lithy Category:  Total Community All Star   Leroy Merlin is the home improvement leader with ... See more...
Company: Leroy Merlin Espańa Entry submitted by: Francisco Campos Dominguez (PacoCampos) Social Media Manager Community: Comunidad Leroy Merlin Lithy Category:  Total Community All Star   Leroy Merlin is the home improvement leader with +60 stores and has been in Spain for the last 25 years. Part of the ADEO Group, Leroy Merlin is the European home improvement retail leader.   The company culture of sharing, co-constructing and co-directing, is in the DNA of each "collaborator" and therefore Leroy Merlin Spain is a “community” in itself.   The Community: The heart of social evolution   The strategy was to "truly be social and not just seem social.”  This means that each "partner" should know the opportunities and concerns that the new environment poses in the company’s "mission" and every individual in the company is responsible to seize it. The option of trying to “seem social” in all the social activity in the marketing department was discarded.   Beyond our objectives with Total Community, you will find the promotion and support between clients encouraging self-learning DIY, decoration, etc. These existing activities provide the best user experience for our customers but also a relief in the workload of our employees in the brick and mortar stores.    On the other hand, we obtained an increase in sales both indirectly in stores through workshops, tips/ideas shown in Bricopedia (Wikitips), and the Project Gallery. In addition, people can directly purchase in the online store by gathering all the materials required directly from the shared project in the community.   Finally, we achieve a greater commitment from our employees. They are getting to know the customers and their needs and discovering customers with a very high commitment when responding to complex questions, technical issues, or questions requiring advanced knowledge.    Benefits of a Total Community A Lithium community and LSW are very important to our social strategy of providing customers. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook, Twitter, Instragram and our community that help us as source of relevant content creating sinergies between our social channels. In the community you can buy some projects in one click.  The UGC is integrated in Newsletters, brochures and guides welcome you to interact, visiting the webpage, participating in workshops or sharing your passion about homes in the community. Too, the best projects become the protagonist in the most popular TV program in the country.    Social networks and Community build the "Social Ecosystem Leroy Merlin" with more that 3MM followers: + 720.000 Followers in Facebook +65.000 Followers in twitter +63.000 suscriptors in youtube +12.000 followers in pinterest and instagram. +2MM users uniques in the Community 32% Blogs 21% Forum 27% Projects (Ideas) 18% Bricopedias (TKB)     To measure the success of the Community, Leroy Merlin focused on 3 main KPIs:  +2MM Number of visits: Whenever a client resolves a question by visiting the Community, the company saves hours of customer service in stores, improves brand image and increases commercial potential +23.000  Number of content generated: Whenever members of the Community generate content for free, the company saves the cost of producing marketing/corporate materials +20.000Number of visits to the store: Every time the Community drives a customer to visit the online store a sales opportunity is generated     You cant see it, but you can perceive that it is a company that listens its clients, that tries to help them and that wants to improve every day.    
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Company:  HP Entry submitted by: Teresa Proffitt (Community Engagement Mgr.) Community: HP Support Forums Lithy category:  Total Community All Star   At HP, our vision is to create technology that makes life better for everyone, everywhe... See more...
Company:  HP Entry submitted by: Teresa Proffitt (Community Engagement Mgr.) Community: HP Support Forums Lithy category:  Total Community All Star   At HP, our vision is to create technology that makes life better for everyone, everywhere — every person, every organization, and every community around the globe. To invent, and to reinvent. To engineer experiences that amaze.   Road to Lithium   HP Social Support Footprint   With one printer and 1.7 PCs shipping every second, HP has a large and growing installed base of customers globally. Our Support Community is vital to the HP customer experience, and we are always looking for ways to partner with Lithium to deepen customer engagement, improve response and resolution rates, while leaving no customer behind. We believe in the vision and value of a total community; the Lithium platform and Lithium Social Web are crucial to HP’s customer support operations success.   With more than 125 million visits per year, our communities must support a large volume of diverse customers — 24 hours a day and seven days a week. Previously, it took a great deal of effort to accurately monitor our forums and social media engagement between social agents and customers. Our implementation of Lithium Social Web (LSW) has empowered our moderators and agents to engage with customers more efficiently and effectively. We are able to route issues, questions, and service events quickly to the right teams, allowing us to create a more positive customer experience and create HP fans.   We are now able to create robust dashboards with precise filtering capabilities - supporting our goals of leaving no thread unanswered, increasing customer response time and accepted solutions. The ability to see real-time engagement metrics allows us to monitor our efforts, identify gaps and understand trends. The easy to use dashboards allow us to monitor agent workloads and make resource decisions based on the volume of activity.   Strengthening our Community   HP’s Customer Support Community focuses on engaging a variety of customer inquiries. Whether seeking general information, finding specific solutions, or sharing knowledge and insights, our forums and social media channels allow users to connect directly with our agents and fellow customers to get the most from their products.   Lithium has played a pivotal role in supporting us in the following key areas: Lithium’s gamification package has educated & incented members on the types of activities we value. The gamification package has helped us move members across the engagement ladder, driving increased contributions over time. Our most engaged users are then rewarded with access to HP’s Inner Circle, a private forum where skilled employees & Experts converse. As members progress through the engagement ladder they are invited to a series of events including Expert Days, technical briefings, topic-specific Q&A sessions, global and regional meet-ups – with the intent of building an army of Super Users across the world.   Profile Page Badging   Lithium’s flexible platform allows us to enhance our community experience with custom components that showcase our expert users, top solutions, and similar topics. Using Lithium Studio, we have enhanced our community experience with a redesigned user interface that makes it easier for members to quickly access important information and for our users to share personal profiles and capabilities in a compelling format.   Home Page Redesign   The Lithium Monitor Wall showcases and tracks volume of conversations, activity, and community contributions within our social care environment. This, combined with Lithium Social Intelligence, enables us to accurately report community perspective, keep a pulse on our community, and capture our key performance indicators.   HP Social Customer Care Command Center   Our results    
Company: Rogers Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager)  Community: Rogers Community Forums Lithy Category: Total Community All Star   Rogers Communications is a diversified Canadian communi... See more...
Company: Rogers Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager)  Community: Rogers Community Forums Lithy Category: Total Community All Star   Rogers Communications is a diversified Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high speed internet and telephony services.     In 2014, we launched a multi-year plan, called Rogers 3.0, to revitalize the company’s legacy of innovation and growth. The plan is centered around delivering a better experience for our customers. We are focused on fixing the basics, creating a more consistent experience and improving customer self-service.   Our road to Lithium   In 2010, we chose Lithium as our platform provider and launched the Rogers Community Forums. We wanted a best-in-class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.   With the successful launch of the Rogers Community Forums, we sought new opportunities to engage with our customers; Twitter and Facebook were the obvious choices.   In 2011, we launched our Social Media Support team, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on Twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the volume of customer interactions in social media grew exponentially.   Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Media Support team was transitioned to the LSW platform. The transition gave us access to more insightful reporting and new capabilities.   Our Social Media Support team started off as a small group providing customer support on Facebook, Twitter and moderation of the Rogers Community Forums. We now have a significantly larger team supporting customers in social media and for the first time ever, we have a dedicated moderator team for the Rogers Community Forums.   The benefits of having both a  community and LSW   A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/Twitter via PM/DM or in public, while the Community Forums serve as a lasting source of relevant and helpful content.   In 2015, we optimized the Rogers Community Forums by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Community Forums. We underwent a significant clean up and optimization exercise where we reviewed each and every post (all the way back from 2010) to ensure accuracy and relevance of information, accepted or provided solutions, and then creation of new content via posts, videos and blogs which aligned to contact centre top call driver results.   In addition to a significant community redesign in partnership with Lithium, we also launched Gamification in 2015. Take a look at some of our badges:     And we were one of the first Lithium communities to undergo a Responsive redesign. Over 30% of our traffic comes in from mobile devices and we expect this number to increase.     We also shifted from a purely peer-to-peer support model and started to provide direct support to customers in the Community Forums when our Super Users or other users are unable to assist. We created a common handle called @CommunityHelps to PM with users in the Community Forums. This helps our interactions look and feel seamless to the user and allows us to house all PM conversations in a single, easily-accessed inbox.     Our super user program is a key pillar of our overall Community Forums strategy. In 2015, we created “Front of the Line” service for our Super Users. In LSW, we have tagged our Super Users as priority customers so they receive even faster service through our social channels if they need it. It’s a small token of appreciation for their help in the Community Forums and it’s made possible by LSW.     Our Total Community results   Today, the Rogers Community Forums is staffed to support customers from 8 am to midnight, 7 days a week. Our response time has dropped dramatically to under 60 minutes. We create content daily using blogs, posts, videos and live Rogers Ask an Expert events. Our marketing teams have created detailed communication plans to promote the Rogers Community Forums as a destination for self-serve. We are also invited to every go-to-market activity across the company; Community Forums are now seen as a channel in which we can communicate new product/service launches AND obtain valuable customer insights/feedback post-launch.   Take a look at some of the promotional material designed to drive traffic to the Rogers Community Forums:     We achieved some amazing results from all of our efforts in 2015 (chart below). We have set some aspirational targets for 2016 and are confident that we are well on our way to our goal of offering a best-in-class customer experience.   KPI 2015 Results Registered users 20% YoY ↑ Page views 60% YoY ↑ CHI All time high 787 in Sept Response time <60 minutes Call deflection Deflected 160k+ calls Super users 11 super users spent 4,713 hours online    
Company:  TELUS Entry submitted by: Scotty Jackson (Sr. Strategy Manager) Community: TELUS Neighbourhood Lithy category:  Total Community All Star   TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 bil... See more...
Company:  TELUS Entry submitted by: Scotty Jackson (Sr. Strategy Manager) Community: TELUS Neighbourhood Lithy category:  Total Community All Star   TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.   Our Road to Lithium   In 2010, we began engaging and supporting customers through Twitter, leveraging the opportunity of conversations that customers were already having. We followed their lead going to where they were, wanting to join in the conversation. As this sustained and grew, our organization’s listening/marketing tools no longer sufficed; we needed a toolset focused on conversation and case management. Through 2012 we explored tools across the market, and at the end of 2012, after a very successful pilot, we signed with Lithium for LSW.   In 2013, we opened our Facebook wall and established it as an additional customer engagement channel beyond its previous focus of marketing and brand conversation. Additionally, seeing the opportunity to crowdsource knowledge and bring social conversation closer to our own domain, we embarked on a journey to build an on-domain community. After the comparison of several solutions, we selected Lithium, and were able to launch our community forum platform, the TELUS Neighbourhood, eight weeks later. It was augmented with Ideas in 2014 to capture and create conversation around customer concepts and suggestions, as well as with a Blog and Articles (Tribal Knowledge Base) in 2015 to broaden our customer engagement.   Everyone Wins with a Total Community   Our team strives to create a meaningful social experience for every customer and each interaction. In 2015, we reimagined our social strategy, developing a new operations team focused on not just customer service and engagement, but on content development and deep communication skills. Pairing this team investment with existing LSW capability, the launch of the Tribal Knowledge Base inside our community, the TELUS Neighbourhood, and LSW campaign and publishing capability, we have developed and implemented a virtuous cycle of customer listening, engagement, and needs fulfillment (see supporting visual).     Identifying and listening to customers needs, both through active participation (LSW analytics of Twitter, Facebook, and the TELUS Neighbourhood posting across interaction styles) and passive participation (LSI analytics of most popular on-domain forum content), we gain a deep insight into customer experience needs. With this insight, and leveraging the robust skillset of our social media operations team, we can polish and curate the most desired content in to Articles (our community Tribal Knowledge Base implementation). Then, leveraging the LSW Publishing Beta and other tools, we market and promote that community-inspired/authored content through our established social channels as well as contextually in the course of related support conversations.   A key example of this strategy in action was our development and maintenance of a software update schedule. Upon hearing social conversation and having customer concerns expressed, we were made aware of an opportunity to more transparently share the process for and schedule around delivering software updates to mobile devices. We created a Blog post and Article that addressed these needs, and have leveraged them to great success in fielding inquiries and concerns.   A second example was the StageFright campaign. When Android customers were vulnerable to the StageFright exploit and it started gaining media attention and driving social conversations, we wanted to get in front of the questions. As such, we rapidly developed an Article about the StageFright vulnerability, leveraging content from users already posting. Customers could then be referred to this not only in social, but via our IVR when phoning in and through a mass text campaign where we promoted the Article and community to all Android device users.   This all happens while engaging and supporting customers in near real-time response on Twitter and Facebook. In 2016, we have already supported over 11,000 off-domain social conversations, with over 80% of Twitter responses done in under 35 minutes. This is springboarding off of the over 48,000 conversations we supported in the whole of 2015, and a sign of ongoing engagement.   Using Total Community practices internally, we developed a wholly cross-functional working team, combining the strengths and perspectives of the new operations team, our Marketing Communications Team, and Media Relations teams to deliver an entirely aligned experience for key brand initiatives, namely our #ExpectMore campaign, where we drove and contributed to conversation about customer experience. This enabled rapid development of content and responses, both written and in video.   To support and grow the on-domain portion of our Total Community, we completed the work on migrating our on-domain custom community in to Lithium responsive, launching it in January 2016. This more reliable, better performing, and more feature-rich implementation of the community has spurred on over 1,600 community posts YTD, a sign of strong growth compared to the 5,889 posts seen in 2015. It should be noted that over 90% of that content is customer-generated (i.e. not moderator or community admin). More exciting than that is that we have already welcomed over 330,000 unique visits so far this year, a more than 28% growth over this same period last year and a strong start as we plan to improve over the 1.33 million total unique visits we enjoyed in 2015.   Lastly, we quietly launched our Community Power User (CPU) Program, which more formally enlists and engages our most influential and active community users. Each was presented with a formal welcome package, and has regular live conversations with our community management team, as well as participation with one another in a private CPU community board. While we work to expand and develop a public plan for the program, this launch helps sustain the contributions of three key individuals who contributed 26% of community content in Q1 2016.   This integrative total community strategy resonates well with our users. When surveyed in Q1 of 2016, they shared a 98%+ satisfaction rate with their social experience with TELUS and, based on that experience, 90% are likely to to recommend TELUS to friends and family, and 89% are likely to share their social experience. These results are all improved substantially over historical, reflective of the value of our new operational model and integrative total community approach.   Quantitatively, this total community approach also serves the business. By serving in social and cultivating content of need to our customers, we are targeting, and are well on track to meet, $3.6M in operational support cost savings through 2016, which continues to grow the value we have realized each year.   Our Q1 2016 Total Community Results   Harnessing the power of social and our total community strategy, we meet the needs of our customers, we delight them, and we save organizational cost. Win, win, win. A summary of the benefits realized in Q1 2016:   > 11,000 Twitter and Facebook conversations and over 30,000 responses sent 80% of Twitter conversations responded to in 35 minutes or less > 1,600 community posts, 90%+ community-created > 330,000 unique community visits 98% customer satisfaction 90% likelihood to recommend TELUS (NPS) 89% likelihood to share experience Offsetting of over 66,000 live contacts (call, email, web chat, or store visit) $3.6M in annualized operational savings
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Total Community All Star    Fido connects Canadians to the things they love throug... See more...
Company: Fido (Rogers Communications) Contact: Caroline Lalonde (Social Media Support and Community Manager) Community: Fido Community Lithy category:  Total Community All Star    Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).   Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.   The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the Fido TM  wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.   Our Road to Lithium   In 2010, we chose Lithium as our platform provider and launched the Fido Community. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer-to-peer technical support.   Around the same time, we launched our Social Support team, offering our customers a new and convenient support option. As such, we began to support and engage our customers on Twitter and Facebook. As our customers grew comfortable with these channels, they began to adopt this new means of social support and the number of followers grew.   In 2013, in order to further increase engagement on our social platforms, the scope of support provided in the Community expanded to include discussions on all consumer products and services.   Recognizing the need for optimizing responses and better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we found Lithium Social Web (LSW) to be the best option to meet our objectives and in 2014, the Social Support team was transitioned to the LSW platform. The transition proved valuable; giving us access to new functionalities and more insightful reporting.   In 2015, the company placed a huge emphasis on the Community and Social Media support, so we went ahead and included multiple enhancements and redesigns, which have proven to have a positive impact on our results. Thanks to the support and insights available through LSW and LSI, our Social Support team was able to consistently offer best-in-class service and deliver a NPS score amongst the highest throughout the company’s customer service channels.   When customers activate their Fido service, they receive this email:      Benefits of Having a Community and LSW   Having a Community is no longer a luxury, but a necessity. Consumers have grown accustom to reading reviews and researching products online. “What do you recommend?” is a question anyone who’s worked in the servicing industry has heard. One of the greatest advantages of having a Community is that all this information is centralized, tabulated, searchable and kept up to date. Another great advantage is that some traffic directed to the Community is traffic deflected from our contact centres, resulting in the reduction in operational costs.   In most communities, questions are answered publicly, but our Lithium community allows us to answer our customers in private as well. This is very useful when customers have questions concerning their services or account, requiring us to discuss and exchange sensitive information. Our customers also love that we can treat their requests directly from the Community, as opposed to referring them to our other contact channels.   We also use the Community as a means of communication with our customers. For example, we inform our customers of upcoming software updates, Fido sponsored events, known issues, etc. This transparent approach is truly appreciated by our community members. But why stop there? Our contact centres also send our customers links to useful articles found in the Community, such as ways to pay your bill, ways to activate services, etc. The Community is used to support our customers even when they call in. Talk about versatility.   How do we keep track of all this information and manage all this traffic? That’s where LSW comes in.   LSW proved to be the perfect tool for our Community moderators, as it helped improve our response time by keeping on top of all Community posts, as opposed to sorting through them individually. To do this, we created a Community queue in LSW to receive all incoming Community posts. LSW allows us to “snooze” Community posts to allow time for our members to respond, based on our response strategy. We also created a common “FidoSolutions” Community profile, which we use for all of our Community PMs only, to make the process seamless from a customer perspective. In turn, this helped us be more efficient, improve our CHI score, response time, call deflection rates and resulted in cost savings.     LSW also proved efficient to help our Social Media Specialists to manage our incoming social media posts, improve on our response time and promote the Community thanks to the knowledge base feature. A single click allows us to answer our customers by sharing articles found within the Community and our website. It’s an incredible time saver and our Specialists and customers love it!   Here are some of the LSW features that help us deliver best in class service: Community response time: Moderators can “snooze” posts for a certain amount of time, based on our response strategy. The snooze functionality is essential to our Community moderation process. We snooze non-account specific inquiries, to give other Community members a chance to respond. If no one responds, we step in and assist. This incredibly useful functionality ensures no one is ever left unanswered. CommunityPMs: Moderators can take over the PM conversations from other moderators once their work shift has ended, greatly increasing efficiency and customer satisfaction. Information centralization: All customer information is now centralized, including contact info, and even notes for internal purposes. Profile merging: LSW allows us to merge customers various social profiles, so we always know who we are speaking with. Analytics and tags: This LSW feature helps us with reports and the analysis, such as our volumes (incoming posts, responses), response time, top topics…. Thanks to Analytics, we can clearly see what our customers are talking about, which allows us to address potential issues in a more efficient manner. Rules and Routing: Through key words, we can proactively engage with people who aren’t specifically reaching out to us. Klout: Allows us to prioritize influencers within our Queues and offer support accordingly.   Let’s not forget that we also utilize shared dashboards for real time reporting to specific people in the company and our launching a pilot for LSW experts in 2016 to hopefully improve our response time.   Our Results   LSW has helped us decrease our Community response time to 120 min in 2016 (93% improvement over 2014 and 34% over last year) while increasing our CHI score by 159 points. Our cost savings and call deflection rates continue to increase. In 2015, our customer survey results indicated over $385K in cost savings by deflecting calls from our contact centre. In the first quarter of 2016 alone, our customer surveys have shown we have already surpassed $625K in cost savings, and that is only for the Community.       For our Social Media Support, the implementation of LSW allowed us to maintain a response time of 15 minutes throughout 2015. The results from our customer surveys state that we recorded $329K in cost savings and ended 2015 with an NPS of over +60. We also ended the year with a Resolution rate of 90%, ascertaining our Social Support channels as a customer favourite.   Additionally, LSW allowed us to keep watch over our volumes and response time when we launched Facebook Messenger as a support channel through our website, and consequently, helped us to earn and keep the “very responsive” badge on Facebook.    
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Company: TELUS  Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager Community: TELUS Neighbourhood (forum.telus.com)  Social channels: http://facebook.com/telus and http://twitter.com/telussupport Lithy category: Total C... See more...
Company: TELUS  Entry submitted by: Scotty Jackson (deturbulence) Sr. Strategy Manager Community: TELUS Neighbourhood (forum.telus.com)  Social channels: http://facebook.com/telus and http://twitter.com/telussupport Lithy category: Total Community All Star   TELUS is Canada’s fastest-growing national telecommunications company, with $12 billion of annual revenue and 13.7 million customer connections, including 8.1 million wireless subscribers, 3.2 million wireline network access lines, 1.5 million Internet subscribers and 916,000 TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.   Initially, as an LSW customer, we looked to sustain and add measurability to our Twitter operations in brand risk management and customer service. We were then able to leverage Facebook integration to offer customer support there. While our support off-domain has proven effective (in 2014, 82% of customers surveyed are likely to recommend TELUS/NPS, and 84% are likely to share their social support experience), the velocity of Twitter and limited reach of Facebook impeded the reusability, searchability, and discoverability of good support content and answers. As such, we expanded our social presence through the TELUS Neighbourhood as a community platform, allowing us to both moderate crowdsourced help content and get direct insight to voice of the customer feedback, lovingly organized into threads, boards and categories for consumption across our business units.   Benefits of a Total Community   Springboarding off of the LSW and communities platforms, our social operations are equipped with measurable insights and qualitative feedback directly from our customers. Reporting on and championing these insights, we have been able to inform process and policy changes, product development, and overall customer experience across our organization. In addition, we are well-positioned to manage brand risk across a variety of social media platforms, deliver excellent customer experiences in their mediums of choice, and provide a #secondchanceatawesome to customers who haven’t been able to have their concerns sorted through traditional channels.   Our Total Community results   In 2014, through traffic (over 1.18M unique visitors) and participation (2,131 forum topics, 9,424 forum posts, 151 Ideas, 343 Ideas comments), we estimate a $3.35M OPEX savings to our contact centres in 2014 from our community. Moreover, 2014 saw us support over 54K interactions across Twitter and Facebook, with over 80% of our Twitter responses being sent within 35 minutes and driving an 82% Likelihood to Recommend (NPS) based on the interaction.        
Company: Rogers (Fido)  Entry submitted by: Strickland Hines of Rogers and Caroline Lalonde of Fido (clalonde), Community and Social Media Support Manager Community: Rogers Community Forum and Fido Community LSW social channels:  Rogers:... See more...
Company: Rogers (Fido)  Entry submitted by: Strickland Hines of Rogers and Caroline Lalonde of Fido (clalonde), Community and Social Media Support Manager Community: Rogers Community Forum and Fido Community LSW social channels:  Rogers: Facebook, Twitterand second Twitter Fido: Facebook, Twitter,  second Twitter  Lithy category: Total Community All Star   Rogers Communications Inc. is a diversified Canadian telecommunications and media company. We are Canada's largest wireless voice, data and cable services provider and are well known for our product innovations as well as for being first to market. The Fido brand is part of the Rogers family.   Rogers and Fido have outlined several areas of focus for 2015; improving the overall customer experience being at the forefront. Our customers are very important to us and putting them first is imperative to our success. The social media team at Rogers and Fido play an integral role in doing so. Both Rogers and Fido have their own unique Community/Social Support teams.   In 2010, we chose Lithium as our platform provider and launched the Rogers and Fido communities. We wanted a best in class platform and a means for customers to self-serve, thereby deflecting calls from our contact centres. The support provided at that time was predominantly peer to peer technical support.   With the successful launch of the Rogers and Fido Communities, we sought new opportunities to engage with our customers; Twitter and Facebook provided ideal social platforms and opportunities we were searching for.   In 2011, we launched our Social Care teams, offering our customers a new and convenient support option. As such, we began to support and engage with our customers on twitter and Facebook. As we earned their trust through the provision of reliable support and information, customers began to adopt this new means of social support and the number of followers grew.   In 2013, in order to increase engagement on our social platforms, the scope of support provided in the Forums was expanded to include discussions on all consumer products and services. We also launched Rogers Idea Box, giving customers a voice to help direct change. Idea Box also served as an additional data collection point for customer insights.   Recognizing the need for better reporting capabilities for our social support, we began searching for a social tool that would enable better customer engagement and provide valuable insights through data collection and reporting. After researching a number of social engagement tools, we settled on Lithium Social Web (LSW) and in 2014, the Social Care team was transitioned to the LSW platform. The transition proved valuable; giving us access to more insightful reporting and new capabilities.   Benefits of a Total Community   A Lithium community and LSW are important to our social strategy of providing customers with convenience through self-serve. LSW enables seamless engagement with our customers, allowing us to respond to their support requests on Facebook/twitter via PM/DM or in public, while the community serves as a lasting source of relevant and helpful content.   In 2015, we began to optimize the Rogers and Fido Communities by leveraging insights from Lithium Social Intelligence (LSI). Our focus was set on content optimization, customer support and redesigning the Communities. We hired a team of temporary employees to review all posts to ensure accuracy and relevance of information, accepted or provided solutions and then created new content via posts, videos and blogs which aligned to contact centre top call driver results. We also hired additional permanent staff to provide direct on channel support to customers in the forums when our Super Users didn’t have the tools to assist.   An important next step in our Social strategy is the integration of our digital properties with the Social platforms we use to support customers. With the capability of the Lithium platform to integrate with our websites, we’ll be able to create seamless buy flows from community to website and helpful peer reviews from the communities on products housed on our website. We began the integration effort with a redesign of both communities to better align each community with its respective website and brand strategy. With Lithium’s support, we were able to successfully launch the redesigned Rogers Community Forums on March 31 and the redesigned Fido Community Forums on April 7.   The redesign and optimization aim at achieving the following:      Deflect calls from our contact centers by increasing our resolution rate to best in class results of 40% Leap frog the competition, increase and maintain our CHI score to best in class results of 750 Improve responsiveness to 3 hours   Our Total Community results   Today, both the Rogers and Fido Communities are staffed to support customers, and content is created daily, with blogs, posts, videos and live Rogers Ask an Expert events. We have communicated the change within the organization and externally to our customers, leveraging customer facing material like bill messages as well as IVR messaging and transactional email notifications. At this point, if your forum peers cannot assist, there is a Rogers or Fido moderator waiting to help. Today, with post launch resolution rates results at 40%, we can proudly say that the Rogers and Fido Communities are reliable sources of customer information and support.   As we continue with our approach and roadmap into Q2 of 2015, we are well on our way to building a better customer experience.   Rogers Performance Results:     Fido Performance Results:  
Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category:  Total Community All Star    With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer ... See more...
Company: Petco Contact: Melanie Morrill (Mgr, Social Media and Content) Community: Petco Community Lithy category:  Total Community All Star    With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.   Our road to Lithium   Having pets undoubtedly means having questions about pet care. As a leading pet care retailer, Petco understands that pet parents often turn to online search first when they have questions, but also that the internet is fraught with misinformation about proper animal care. The concept of a Petco owned community was born out a clear need for expertly crafted and reviewed content that is based on years of animal care experience and knowledge.   In 2012, after careful review and consideration, we chose Lithium as our platform provider and launched the first iteration of the Petco Community, called “Pet Talk Place.” Our goal was to live our brand values and realize our vision of being the “trusted source” for pet parents. In order to realize this goal, we needed a best in class platform that would allow us to connect with our customers, and connect our customers with each other—ultimately driving down customer service costs by providing a space for self-serve resolutions.   Despite fantastic results in the first few months following the launch of Pet Talk Place, we realized that we had run out of things to talk about, and there was growing need for fresh and relevant content. At the same time, we noticed a shift in customer expectations in terms of responsiveness. People wanted more content, and they wanted it fast. To address both of these issues, we implemented LSW in 2013. With LSW, we now have access to questions that are top of mind for our customers, and can determine the priority in which those questions need to be addressed based on frequency and influence of the person posting the question. We create at least five unique pieces of content each week, spanning all pet categories.   The benefits of having both Community and LSW   In 2012, we decided that if we were to going to successfully fulfill our goal of being the “most trusted source” for pet parents, we needed a clear digital customer experience strategy to help us shift from talking at our customers, to actively participating in conversations our customers wanted to have. In order to do this, we set out to rethink our approach and start with the basics—discover pet parent needs, put a plan in place to address those needs, execute based on those needs and then continue to reassess and build on our successes. The Lithium community platform—in conjunction with LSW—is what allows us to execute against that strategy.   The Petco Community combines expert information with peer-to-peer advice for a comprehensive site that provides blog content, forums, lead-generation contests and a unique knowledge base, each serving the range of pet verticals. LSW allows us to share community content with members, associates and prospective customers quickly and consistently. Having both tools means we are able to serve our customers wherever they are in the social web, on their terms, and in a consistent manner.   The enhanced reporting functionality offered by LSW not only enables us to better share our customer care story with leadership, it provides a more sophisticated reporting structure that demonstrates our support of the KPIs our social teams were goaled to achieve.   Our results   In short, with a Total Community approach, we have managed to meet digital customer expectations tenfold. One of our finest accomplishments this year was earning the “Facebook Responsive Badge” before any of our competitors, and before any other retailer, making us best in class in terms of social customer support. This means we are responding to 90% of our customers within five minutes of contact. To put that into perspective, four years ago, our average response time was 16 hours. Needless to say, our gains in efficiency have allowed us to respond to three times the volume of comments and questions, in a shorter time and in a manner that allowed us to build on each learning in the form of meaningful content.   Strong content and participation in our community has resulted in tremendous improvements year over year in terms of community health and traffic.   Community Health:   Average CHI score 2013 Average CHI score 2014 Average CHI score 2015 441 464 523   Traffic Totals for FY15: 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000) 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000) 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000) 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726) 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)   An unexpected benefit from all of the content we have created for the community came in the form of efficiency in our social and digital ad spend thanks to pixels that allow us to retarget users with relevant promotions and sales that are based on content consumption behaviors. Our overall Facebook spend per ad has decreased by 60%, thanks to these efficiencies.
Company:  Comcast  Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums  Lithy category:  Total Community All Star    Comcast Cable is one of the nation's largest video, high-speed Internet and phone provider... See more...
Company:  Comcast  Entry submitted by: Matt Verna (Analyst) Community: Comcast Help & Support Forums  Lithy category:  Total Community All Star    Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings.    Comcast’s number one goal is to transform our customers’ experience with us. Social media has become a strong and effective service channel for our customers. In 2015 we expanded the use of Lithium Social Web and completely redesigned Comcast’s community. The Digital Care team works to resolve all customer inquiries in a timely matter with a heavy focus on quality interactions. Lithium’s LSW and Community solutions both provide significant support in our goal to provide excellent service 24x7x365. With these solutions, we are able to measure success and track volume and engagement from each social platform.   Key 2015 Milestones: Created and deployed NPS survey program Achieved higher than industry average NPS score based on nearly 60% survey response rate Increase in channel (social) resolution rates to 99%+ Deployed a Quality program for our team which focused on the customer experience and the behaviors necessary to change customer perceptions & sentiments from negative to positive Deployed Spanish Language support for Xfinity Latino Twitter and Facebook Reduced non-social channel escalations per month from 4000 to 400 5M Page Views in the Help & Support Community 5M Unique Visitors to our community - nearly 10M from mobile and tablet devices More than 8.25M Solution Views - a 13% increase year over year More than 5.4M registered community users   My Account App integration with @comcastcares The XFINITY My Account app is a self help tool for the customer. Customers are guided through interactive troubleshooting guides. If the issue persists after completion of basic troubleshooting, customers are given the option to tweet @comcastcares. Utilizing LSW’s Routing features we are able to seamlessly support customer inquiries received via this channel.     Expert Help Lithium’s Expert help feature has been a game changing addition for the Digital Care team. From any platform we support we are able to escalate the conversation to key stakeholders within the company. This helps the Digital Care team provide the best customer experience by getting to the right solutions as quickly as possible. This also helps alert key stakeholders within the company about potential issues with the products and services under their direction.     Smart View Smart Views have allowed us to significantly enhance our approach to queue management. This has given us the ability, based on event, topic or outage, to capture the volume and help shift resources to the specific event or topic. As most issues found on social media are time sensitive, we have the ability to provide reactive statements and provide real-time communication to internal stakeholders.     Approvals The Digital Care team has had significant growth over the past few years. Due to this growth we have found that LSW’s Approval feature has helped our team with training new hires and our quality program. The Approval feature gives our team’s SMEs (subject matter experts) the ability to approve new hire posts to ensure they meet the Digital Care quality standards. This also helps with developing the necessary confidence to engage on social and provides a cleaner method of learning the brand’s social voice. This allows us to focus on providing the best overall customer experience.     Dashboards/Alerts The Digital Care Team utilizes dashboards to provide micro level operational insights to our Digital Care leaders and broader information to key stakeholders from throughout the company. This feature has changed the way Digital Care Team communicates with our colleagues. We no longer have to capture the volume and send an email alerting the stakeholders. We currently have 165 users with dashboard access. Many are also set up for alerts pertaining to what product or service they support. This provides real time alerts and insight to what is happening on social media.     Forums Links to Related Content When viewing a discussion thread, the bottom of the page now has links to related content that may help answer questions and green check marks to let customers quickly see that the question in that thread has an approved solution.     KB integration With the Knowledge Base integration, we are able to respond to customers on Twitter or Facebook with self-help or approved solutions from our community. This allows us to not only provide accurate information, but also helps us introduce potential new users to our growing Community. In addition to driving new users to our community, we are also able to introduce the new community user to our solution, thus furthering our reach from one-to-one to one-to-many solutions.  
Company: Fitbit, Inc. Contact: Allison Leahy (Director of Community) Community: Fitbit Community Lithy category:  Total Community All Star   Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration ... See more...
Company: Fitbit, Inc. Contact: Allison Leahy (Director of Community) Community: Fitbit Community Lithy category:  Total Community All Star   Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness.   Our road to Lithium   Fitbit helps people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals. As the leader in connected health and fitness, Fitbit designs products and experiences that track everyday health and fitness. Our community connects millions of Fitbit users around the world so they can support one another in achieving their wellness goals.   In the past few years, Fitbit has had a number of exciting opportunities to connect with its customers. Following a successful Lithium Community launch in late 2013, we stepped up our social media game by bringing LSW into the mix and integrating the toolset with our forums and CRM system.   LSW’s polished visual interface, customizable workspaces, and flexible backend settings have increased our productivity and allow us to quickly support our customers. LSW has also been one of the most intuitive and enjoyable platforms for us to use! Community Specialists leverage the advanced tagging and routing capabilities to surface emerging support issues, which helps us more quickly get our customers back on track.   Email Advocates benefit from the CRM integration, which equips them to handle escalations that come through our social channels, and offers a more complete view of each customer’s journey. Our management and partner teams appreciate the Mobile Shared Dashboards and extensible Smart View-based Analytics, and our BI team has made an easy time of report building with the APIs.   Before embarking on this journey with Lithium, we recognized that true community support involves listening and engaging with customers on their platform and medium of choice. Providing responses solely within a 9-5 workday left some customers waiting most of a day to hear back from us, which is a veritable eternity on social media. By using LSW to coordinate multiple teams around the globe, we are now able to provide stellar 24-hour support across our customers’ preferred channels. Growing our teams globally has given us the flexibility and bandwidth to continuously add new regional pages and channels, expanding the footprint of Fitbit’s social support brand.   Fitbit now engages millions of customers each month across its global Community Forums and an ever-increasing variety of social media channels. We are better positioned than ever before to continue growing Fitbit’s support presence and championing the voice of our customers.   The benefits of having both a community and LSW   Fitbit’s customer support strategy has always centered around delivery of clear help instructions. Our Community and LSW platforms contribute significantly toward providing our customers the help they need, when they need it.   The most architecturally complex example of our Community and LSW platform integration is our handling of product retailer and mobile app reviews. We are able to get visibility into 16 unique review channels across a variety of retail websites, as well as the Apple, Google, and Microsoft mobile app stores. Reviews from these sites automatically route to a Community board, where they appear as new topics organized by review ranking. LSW monitors our Community, collecting this content into a queue where our team of trained advocates responds to customer concerns and support opportunities. Their replies in LSW are posted to Community threads, where content is relayed via API to the review sites. While this may (accurately) sound like an elaborate construction of workflows, the end result is a familiar and straightforward process for our team and attentive support for customers who aren’t yet fully enjoying their Fitbit tracker.     Perhaps the most high-profile benefit of integration is LSW’s ability to intelligently escalate conversations based on key topical phrases, profile attributes like follower count, or past interaction with our team. This escalation ensures our ability to identify and resolve the highest priority conversations within a target of 30 minutes (and often more quickly than that). Since every Community post is routed through LSW, we’re able to provide this vigilant prioritization to all conversations.   Integrations contribute to our powerful listening capabilities. We’re able to support Fitbit marketing initiatives by providing keyword analytics and extracting crucial content into triage queues, so that we can respond without slowing productivity on other channels. We watch other non-traditional channels like Reddit to remain aware of brand-related conversations across their communities and providing us with a holistic view of the customer experience.   Our results   Our social tools enabled the Fitbit team to listen, evaluate, and apply our business rules to prioritize engagement for over 21,000 community posts, 27,500 tweets, 8,000 Facebook posts, 1,300 Instagram posts, and 3,000 consumer reviews across eight languages every week. Since these tools were implemented in May of 2015, we’ve added social media channels to our support contact page and are successfully handling about 150x the contact volume that we saw three years ago.     The flexibility of the rules engine greatly increased our ability to maneuver media blitzes, giving us the ability to respond to the most critical social conversations while we deliver unique customer insights back to the business. In the exciting time surrounding major product releases, our content and sentiment analysis contribute to our launch-related health reports.   While case deflection is the showstopper, we have defined 25 Community KPIs around growth, engagement, membership, and content, as well as three KPIs for social, including TAR, in-channel resolutions, and response rates.   The graph below illustrates community case deflections based on the Technology Services Industry Association (TSIA) Support Deflection Value model and our own survey data. The inflection point in November 2015 is a result of removing the login requirement and opening our community forums up to the public and to search. Today, nearly 70% of our traffic is organic, and we’re better able to meet the needs of our fast growing community by delivering effective content faster.     In addition to the KPIs above, we also illustrate  the diverse value of community through less traditional means. For example, members of the Community Team are involved in pulling together deep analysis on critical issues and themes for our product marketing, firmware, design, and other partner teams. We deliver uniquely tailored reports to make sense of customer input and raw support data, often unveiling insights unavailable before our integration with the LSW toolset . This ever-growing stack of virtual reports is one of our clearest value statements within the business.   We take pride in knowing that our unique vantage point, disciplined team structure, and versatility of subject matter make the Community Team a go-to resource for decision makers and leaders across the company as we continue to help them make informed decisions about our products.
Company: Swisscom Contact: Armin Ledergerber (Social Media Service Designer) Community: Swisscom Community Lithy category: Total Community All Star   As Switzerland’s leading telecom provider, we are a trustworthy companion in the digita... See more...
Company: Swisscom Contact: Armin Ledergerber (Social Media Service Designer) Community: Swisscom Community Lithy category: Total Community All Star   As Switzerland’s leading telecom provider, we are a trustworthy companion in the digital world. Our aim is to inspire our customers with the best network, superb offers and outstanding service. Swisscom is one of the most famous and popular brands in Switzerland.   Our service leadership is not only distinguished by the fact that we offer an outstanding level of service in our own service touchpoints, such as the hotline and shops, but also that we reach our customers where they are most active from day-to-day: online and especially on the social web.   Swisscom’s road to Lithium Total Community   The decision to use Lithium was made in 2009. As an early adopter, we were among the first ten European clients to launch a Lithium Community. Two years later, we were the second client in Europe to put LSW into operation. As soon as the partnership began, it became clear that Lithium would be able to help us assert our service leadership in the social web as well.     Fig. 1: Social Media Universe of Swisscom   LSW for service dialogue in four languages   For the digital avant-garde, we offer full-blown customer care on Twitter, Facebook, YouTube, Instagram, and Messenger. Simple service requests and complex issues alike are resolved on these channels. Our goal is to offer an end-to-end resolution of the customer’s request on the channel of his choice.   LSW allows not only for effective dialogue management, but also, and in particular, a smooth internal organisation. Service inquiries we receive in German, French, Italian, and English can be distributed easily among two teams in different locations. Since PR, Marketing, and Incident Management specialists also work with LSW, it is possible to provide qualified responses to such inquires as well.   Fig. 2: LSW Setup at Swisscom   Community forum for the “long tail” of service requests   With our quadrilingual customers-help-customers forum, we aim to bring together experts from the “crowd” with the niche requests of our customers. It is not our goal to treat every issue raised in the forum, but mainly those service inquiries:   whose problem must first be identified by way of dialogue/discussion, which largely depend on the customer context (e.g. technical setup) and for which no standard solutions exist, or which are not primarily related to our core products (fixed network, TV, web, mobile).   The majority of the service requests can be resolved by the customers themselves via our extensive online help pages. The community therefore plays a vital role in dealing with the “long tail” of customer requests.   Fig. 3: Positioning and Role of the Community within the Solution Space   The benefits of Total Community   With LSW and the community, we lay the foundation to fulfill the promises of our brand – being a trustworthy companion in the digital world and providing outstanding service – also on the social web. Furthermore, with the Total Community approach, we are able to address the fundamental points of our guiding principles in our social media strategy. As Swisscom, we particularly wish to stand by our customers, to make the first move toward meeting their needs by taking their requests seriously. Similarly, we are open to new ideas, which means we listen to and strive to understand our customers. We put these promises into action as follows:   LSW within our social media strategy   Thanks to LSW, we have a scalable solution to handle our ever-growing service requests in a quick and efficient manner and with high technical expertise by using also the extensive knowledge of our community. Our customers appreciate the simplicity of the interaction and the high level of problem-solving expertise in these channels. As a result, social media care has an excellent reputation.   Community within our social media strategy   In addition to customer insights which we gain by listening and engaging through LSW, the community also provides us with greater understanding of the thought processes of our customers. We are therefore better able to grasp what it is that motivates our customers, as well as recognize their needs and discover the issues they discuss with one another. Along with passive listening, we actively invite our customers to participate in product development. As an example, pilot users submitted over 900 posts with suggestions for improving our recently launched UHD TV receiver.   In order that the entire company may benefit from the knowledge derived from these activities, agents and community managers carry these insights on a regular basis to the relevant stakeholders within our company.   Fig. 4: Community and Forum Homepages   The results of Total Community   Since the community and LSW are mainly used in the area of customer care, the focus lies on reducing service costs while maintaining a high customer satisfaction.   Directly measurable savings   From an efficiency point of view, the community helps us deflecting a very substantial amount of calls (savings of about 6k hours/month). Customers who were able to resolve their issues with the help of the community would otherwise have phoned in 75% of the time. The workload savings excel the investments made to license and manage the community tenfold. Furthermore, interacting with customers through LSW has a strong effect on efficiency indicators as well. These overall positive effects are also a result of a community with a current Community Health Index of just over 700.   Fig. 5: Evolution of the Community Forum   Service recovery through social media dialogues   Along with the likewise high resolution rate of the LSW-administered dialogues, this service touchpoint is particularly impressive thanks to its high customer satisfaction index of 8.5 (on a scale of 10) and an above-average NPS compared to other service channels.   Indirectly measurable results within the company   In addition to directly measurable advantages, we clearly see also indirect business outcomes: Voice of the customer: Customer attitudes regarding our products and services are easily recognizable by all employees, which is especially advantageous for product managers. The monitoring of these online discussions helps us identify major problems promptly. Quick feedback loops: It is easy for community users to become involved in product development. This speeds up the development process and ensures customer needs get addressed. Easier troubleshooting: In the case of breakdown, forum discussions help to better understand the cause and thus repair the trouble faster. Thanks to the community’s link to our CRM, affected customers can be identified easily. The sharing of knowledge within the customer care department: Complex customer issues via traditional service touchpoints are often cleared up more quickly with the collective knowledge of the community    
Company:  Virgin Media  Entry submitted by: James Woods (Community Lead) Community: Virgin Media Community Lithy category:  Total Community All Star     Since the invention of the internet, digital technology has had an increasing impa... See more...
Company:  Virgin Media  Entry submitted by: James Woods (Community Lead) Community: Virgin Media Community 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 the UK’s first provider of all four broadband, TV, mobile phone and home phone services, it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.   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 road to Lithium At Virgin Media, we believe in digital technology that makes good things happen for people, communities and businesses. We do everything we can to ensure technology is a force for good. This is why we’re committed to providing the best guidance, support and services – and working with Lithium has helped us to make this a reality.   We’ve been prominent on social media for around eight years now, and a Lithium-hosted community was established in 2009, and brought into the growing eService team in 2012. As these channels developed into popular care and support destinations, it became increasingly vital for us to be able to manage these conversations within an efficient, easy to use, reliable, configurable and data-rich environment.   After trying and testing every response tool, it was quickly clear that Lithium Social Web was the best match for our demanding requirements. We started using it towards the end of 2013 on the big three – Twitter, Facebook and Community – and haven’t looked back. Targeted queues, comment threading, publishing tools, advanced analytics and tagging – these are just some of the standard LSW features that we’ve now come to rely on as part of our day-to-day operation.   After one year of LSW we were already working 30% more efficiently. We no longer miss posts, delay responding to priority queries, and we can offer an individually tailored customer experience with true case ownership and empowerment for our people.   The benefits of having both a community and LSW    Our priority is providing the very best eService customer care experience. We’re firm believers in finding the next best action for our customers – and we utilize every aspect of our social media platforms and tools to do just that. We encourage and evangelize across our organization to think ‘Community First’. It now sits at the heart of our social media operation – the hub of our own Total Community. Our Twitter operation continues to go from strength to strength, Last year we became the first ISP to hit 1million tweets: 12 months on and we’ve added another half a million – all through LSW.   Our team respond to conventional care requests, as well as managing those conversations that result from marketing or brand posts. LSW’s smart tagging and work queues allow us to ensure the right conversations are handled by the right people – whether it’s prospective customers responding to hidden posts on Facebook, or having some light-hearted on-brand chat about sports on Twitter.   We understand that Twitter and Facebook aren’t always the appropriate channel for certain queries. If our teams can’t resolve the issue directly, we draw upon our YouTube help video collection, web-chat, a revamped and finely-tuned service status page, and a vast database of helpful links to make sure that we can get customers to the right place to answer their query. More and more, we’re encouraging them to visit our community.     We’re able to be more intelligent in this channel switching. We can optimise the incredible peer-to-peer power of the community, increase the visibility of curated trending topics and helpful answers, and encourage and stimulate the conversations customers need to have to get the help they need, and to bring them close to the business.   Results   The results of placing LSW and our Lithium Community at the centre of our next best action / community first philosophy are clear.   Our primary indicator is call reduction.   We’re seeing more Helpful Answers (Accepted Solutions) and views than ever before. Answers were up 22% from 2014-2015, while views rocketed 48% in the same time period.       It’s therefore no surprise that using a combination of our own benchmarking and Lithium’s value proposition, even a conservative estimate sees the community deflecting over 10,000 calls per week in 2016.   We know that membership of the community has a great value too – 87% of members who have sought help in the past will think ‘Community first’ the next time they need assistance from Virgin Media.     Analyzing customer journeys shows that the number of tweeters we refer to the community is increasing, and our cross-site promotion initiative means that we’re seeing a 54% increase in visitor referrals from other parts of VirginMedia.com.   Our newly launched Digital Life blog is also bringing our tech-smart Twitter followers into the community, introducing them to an environment where they can ask us the kind of questions that would take far more than 140 characters to answer.   Our social media and community teams are the place to go for sentiment and verbatim on any development or project. The information we can leverage from our social toolkit, especially that from LSW and LSI, mean we can provide both high-level data and in-depth analysis – the real voice of the customer.   The internal visibility and success of the community has led to an increase in opportunities to add further value to the wider business. On our last major trial had over 5000 forum posts between the project team and the triallists as they made sure we were ready to go to market.   We’re seeing more requests than ever before to run feedback trials and host focus groups.   As a result, with every new product we launch, with every potential contact-driver, Virgin Media is seeing the benefits of embracing our Total Community, first.
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... See more...
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  
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category: Total Community All Star   USAA provides a full range of financial products and services to the military community and th... See more...
Company: USAA Entry submitted by:  Bill Gerth (Director, Social Business) Community: USAA Community Lithy category: Total Community All Star   USAA provides a full range of financial products and services to the military community and their families. Our world-class employees are committed to delivering superior products, appropriate guidance and exceptional customer service. We started as a word of mouth company, in 1922 when 25 Army officers met in San Antonio, Texas and decided to insure each other's vehicles they laid the foundation for an organization that would one day serve millions of members. USAA has earned its member’s trust by providing years of award-winning service through a comprehensive suite of financial products and advice. Our members expect excellence in customer service from a financial services organization that’s served generations of military families. Service, Loyalty, Honesty and Integrity, USAA stands ready to serve.   Organizational Background and total Community Digital Customer Strategy   When someone joins USAA they have immediate access to free financial resources and personalized products and services — we understand the unique needs of our membership because we’re an organization founded by military members for military members. Our customers rely on us to suggest products and services that meet their financial needs and access to the tools and advice they need to make critical life decisions. Our customer care solutions and Member Community afford USAA’s member’s access to world-class employees that are personally committed to delivering excellent service and superior assistance in their social channel of choice.   USAA recognizes that social media is an important member service channel. We’re committed to delivering the gold standard for social customer care in our managed and owned social media properties. USAA is laser focused in our approach to the discovery of a members service issues in social channels with rapid issue resolution or the recommendation of advice which meets an immediate need.   USAA determined that online profile recognition methods were disconnected from a member’s true identity and out of sync with our internal CRM systems. Across the social customer care industry and CRM platforms the inability to identity stitch public and private customer profile information together proved to be a key issue in successful social customer handling, dialogue management and customer contact amendment.   One of our largest initiatives in 2015 was to develop a solution integrating information from our managed social properties, Lithium Member Community and CRM systems together to provide a 'single member profile’. The ‘single member profile’ would allow USAA to associate social insights with known member information and offer relevant personalized service in social networks or our Member community. USAA knows that the key to personalized service in social channels is immediate recognition of a member in their social channel of choice.   Total Community Benefits and Results   In 2015 USAA leveraged its Lithium Member Community and planned LSW integration to build a scalable 'single member profile’ we call the Unified Member View. This “360 degree customer view” is the centerpiece of our Total Community Strategy. The Unified Member View includes the Lithium Member Community identity, external social identities and Member Online profile data into a 'single member profile’. USAA’s digital strategy for Total Community focuses on the member profile; our efforts include connecting USAA’s official customer record with all of the public and private social profile attributes that we see emerging.            The holistic view of the member profile allows USAA to deliver a new level of digital experience and features informed by expanded awareness and insight. Digital features include; personalization informed by social insights or declared life events, member segmentation, peer to peer connection features that match an individual’s needs with member provided advice and solutions. USAA combined the Community Profile with formal customer profile data to create a single social customer experience anchor point Members can now select from personal details (location/military background) directly pulled from their formal profile to share The combined profile provides integrated access to USAA’s Community for our member base of over 10 million individuals The combined profile serves as the comprehensive external social network identity record for all members The aggregation of all member social profiles will be written to the CRM record and reused for customer outreach and promotion 2015 Unified Member View project for Total Community led to broader exposure of the Community Profiles, a 5x monthly increase in Member Community registrations (10,000 Registrations per month on average) LSW, USAA CRM Member Match Technology gives USAA a 5 FTE savings for looking up Member Profile Information and syncing that data to social handles    
Company: Orange Spain   Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager Community: Comunidad Orange (https://comunidad.orange.es) and La Comunidad amena.com (https://comunidad.amena.com) Lithy category: Total Commu... See more...
Company: Orange Spain   Entry submitted by: Santiago Martín Martín (tiako) Social Support Manager Community: Comunidad Orange (https://comunidad.orange.es) and La Comunidad amena.com (https://comunidad.amena.com) Lithy category: Total Community All Star   Orange Espagne SAU is one of the biggest telecom companies in Spain with almost 15 million of customers. It is part of Orange Group and operates with three brands in the Spanish market: Orange, amena.com and Simyo.   In 2014, Orange Spain took the decision to take a big step in the social support of our customers. Lithium applications were a key enabler and platform for the execution of this new strategy.   The cornerstone of this strategy has been the launch of new communities, in our two brands (Orange and Amena.com) as a new space of conversation and help among our customers.   Our main business goal has been call deflection with a big focus in superusers cultivation program (see Marketing champion Orange Spain application). We have used extensively gamification facilities of Lithium community to get our superusers to create a big amount of solutions to other customers issues.     Orange Spain community replaced our old forums and it proved essential to not losing SEO positioning of main threads thanks to the easy and proper migration process.   The benefits of having both Community and LSW for our digital strategy   Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. It is also a strongest generator of traffic to the website, because of  the good SEO performance it has.   In our omnichannel strategy, communities is central regarding social. All our social marketing and customer support in other media is always referencing and linking community content.   In our brand amena.com, which is oriented to digital customers, community is even more important: 25% of our customers visit the community every month.   In addition, we decided to put in place a new social customer support model, mainly in Facebook and Twitter, focusing on customer satisfaction, resolution and response time.   LSW has helped us to build this new model and to get the highest performance of our support and comms teams. We have made extensive usage of tagging, queuing and reporting facilities of the application, getting the better efficiency of our agents who only have to be focused in solving our customer request and incidents.   Our Total Community Results   Regarding communities, we have got 300k monthly visits. Mainly, these visits are coming to communities to solve any doubt or problem. We have found that 27% of visitors surveyed, say that they get their problem solved in their visit, so we are saving costs consistently: around 500k euros at year.   We are very happy also with the contribution to the community of our superusers: 56% of topics of the last month, got a solution by one of them.   Regarding social media, Facebook and Twitter, we are very proud of achieving our goals of response time and customer satisfaction: we answer 90% of posts in our SLA time (2 hours), and we got 80% of customer satisfaction in these interactions.   These indicators have put us consistently in the top-5 of most socially devoted brands in Spain on Facebook, month by month, according to Social Bakers ranking (http://www.socialbakers.com/resources/reports/regional/spain/2015/january/)    
Company:  Electronic Arts Entry submitted by:  Jennifer Hughes (Director WWCE Social & Community) Community: Answers HQ  Lithy category:  Total Community All Star      The Worldwide Customer Experience (WWCE) organization provides supp... See more...
Company:  Electronic Arts Entry submitted by:  Jennifer Hughes (Director WWCE Social & Community) Community: Answers HQ  Lithy category:  Total Community All Star      The Worldwide Customer Experience (WWCE) organization provides support to customers across all the games that Electronic Arts (EA) publishes. The Social and Community team manages the Answers HQ Community and engages with players on social media channels. To provide the best customer experience, there for our players where they need us, when they need us. Social media and online communities are an integral part of our customer experience strategy and an important way that we support and engage with our players.   The AHQ online community is significant, with over 10.8M registered users and more than 277k new topics over the past year across five languages. In LSW, we monitor 75 social media channels with over 11.2M posts in the past year. Having an integrated approach to total community provides our team with a consistent experience that can be measured in LSI.   Total Community Details We have used Lithium Community for AHQ since its inception in 2012. In 2014, we added LSW for social media workflow.   LSW Each game that EA publishes has a unique brand and social media presence, resulting in a large volume of social media to monitor. We have leveraged LSW to manage these channels through 42 queues, 6 priorities, and 95 tags. We use custom close reasons to get the reporting that we need.   We recently deepened our unified approach by adding the Lithium Community into LSW for improved workflow capabilities. This addition enables us to prioritize incoming topics based on the types of issues that the community cannot solve in place. We expect to see an improvement in response times and first response rates.   Lithium Community AHQ is a player-to-player support community at its core, but it also allows for enthusiast conversations. Again, supporting many different titles we have used Lithium to provide a different look, feel, and overall experience for EA’s different games.     We have deployed a number of different features that make AHQ a robust community with high levels of participation. Instead of our customers calling in to report a game bug, the online contact routing system takes them directly to AHQ for self reporting. From there, we report bugs to studios and provide updates to players. AHQ also has a exceptional badging system that acknowledges community participation. We have issued over 7.4M badges since launching the program in September 2015.   LSI We Having detailed bulk data allows us to slice and dice our community and gain valuable insights, especially when connected with other data sources. The direct integration of community posts into our CRM tool allows for a unified 360-degree view across chat, phone, email, and Answers HQ. Community and social media data plays a vital role in helping us understand the full customer journey. We also use this data as an early warning system for emerging issues. The ability to tap seamlessly into a wealth of information provided by Lithium APIs is driving actions that are improving the overall customer experience with EA.   Total Community Advantage By working with one partner to leverage both the Lithium community and LSW to execute our social media and community support, we work more efficiently with a holistic strategy that best supports our players.  
Company: Consorsbank  Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business Community: Die Wissenscommunity von Cortal Consors (https://wissen.cortalconsors.de) Lithy category: Total Community All Star   Consorsba... See more...
Company: Consorsbank  Entry submitted by: Clemens Eckstein (CCornerstone) Senior Expert e-Business Community: Die Wissenscommunity von Cortal Consors (https://wissen.cortalconsors.de) Lithy category: Total Community All Star   Consorsbank by BNP Paribas is a leading direct bank in Europe that prides itself on “liberating clients from the restrictions of classic banks.” The digitalization has changed our daily lives – and that’s what we have translated to banking. Our broad product offerings, useful tools and the platform for customer ideas allows us to create the banking of tomorrow together with our customers.   The bank’s brand is built on the concept that financial investors hold the power to make the best decisions for their investments, and its goal is to provide product offerings that help achieve this objective.   Consorsbank is an online bank with no branches, therefore there are limited number of opportunities for the bank to connect with its customers in traditional ways. The bank wanted to create a social environment where they could better understand the needs of their customers, help them solve problems and build trusted relationships. Market factors also dictated the need for Consorsbank to differentiate itself from the increasingly competitive landscape and deliver on customers’ extreme expectations.   The bank was inspired by its challenges to move beyond the outdated “knowledge base” on its website and create a Total Community experience for private investors. The company envisioned a social community for the full gamut of investors, beginners to those with decades of experience. Consorsbank planned for a community where private investors could feel comfortable sharing knowledge, offering peer-to-peer support, and providing investment advice. Always on the forefront of innovation, Consorsbank also wanted to allow their customers greater influence and involvement in the company’s offerings by giving them the ability to rate the bank’s products and services.   Benefits of having a Lithium Total Community   In order to create a customer community that would meet these diverse needs, Consorsbank turned to Lithium to provide the Total Community software platform. Now Consorsbank’s Lithium-powered community boasts more than 14,000 community members with more than 8,500 posts. It gives customers a voice and builds trust between the bank and investors.   The main feature of the community is Consorsbank Websection Knowledge base, monitored by the bank’s community manager. It gives customers a voice and builds and gathers trusted user-generated content. The platform offers real and up-to-date help for customers, and provides a place for them to discuss financial markets and have their questions answered. Many long-term customers have significant knowledge and experience in a wide array of banking topics, and the community allows other members to tap into their insight. Additionally, a blog written by the bank’s subject matter experts allows Consorsbank to provide professional education to their community members.   Ideas Consorsbank Community Ideas is an aspect of the community that asks members to help create “ the bank of the future” - it’s a place for investors to share their wishes and proposals for the bank of tomorrow. The bank provides the community with bi-weekly themes to help drive the conversation. In addition, members evaluate products, compare prices and services, and suggest features to help make banking products transparent. This activation has produced 150 innovation ideas within 2 months.   Ratings and Reviews What really sets Consorsbank apart from other financial institutions is its Ratings & Reviews. Customers can rate and review the bank’s products and services and give feedback. Consorsbank is one of the first banks in Europe to drive this level of feedback and transparency with its customers.   “This is a bold move for us since it puts great power in the hands of our customers,” says Clemens Eckstein, Social Solutions Architect and Project Head at Consorsbank. “By allowing this open and public feedback from existing customers on our own platform, we provide absolute transparency into our strengths and weaknesses.”   The program has validated the importance of transparency and increased the bank’s conversion rate by 30% which was an increase of 1,500 customers per week.   Customer Voice 2.0   Consorsbank set the bar high with its Customer Voice 2.0 roadmap. Their goal was to transform themselves into a customer-centric company. By using Lithium’s Community Platform, they were able to leverage the ideas, knowledge and feedback from all of their customers. In doing so, Consorsbank is allowing customers to be active participants in developing an even more effective foundation for their money decisions, while also further enhancing the bank's connections with its customers. The trusted relationships they are building with their customers encourage open dialogue, brand advocacy, and loyalty. Customer Voice 2.0 is also extremely valuable to internal stakeholders by giving them valuable and immediate feedback regarding their products and services. Thus, it helps them to define a roadmap together with their customers.   Our Total Community results   In the first year the Consorsbank Community saw outstanding business results:   The average rating for current account holders is 4.3 out of 5 stars Increase of conversion rate by 30% netted 1,500 new customers each week 260 Ratings & Reviews by customers with more than 80 Comments 40% increase in click-through rate on banners showing Ratings & Reviews Unique Visitors increased by over 300% 17,000 community members 150 Community Innovation Ideas within two months Because of the success of the social platform, the marketing campaign introducing the new “Consorsbank” brand featured community as one of the main selling points. The campaign also included a commercial.    
Company: Canon  Entry submitted by: Patricia M. DiPasquale (pmdCanon) Sr. Manager, Digital Marketing Services Community: Canon Community (community.usa.canon.com/) LSW social channels: Facebook, Twitter, Instagram  Lithy category: Total ... See more...
Company: Canon  Entry submitted by: Patricia M. DiPasquale (pmdCanon) Sr. Manager, Digital Marketing Services Community: Canon Community (community.usa.canon.com/) LSW social channels: Facebook, Twitter, Instagram  Lithy category: Total Community All Star   Canon U.S.A., Inc., headquartered in Melville, New York, is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean (excluding Mexico) markets.   With approximately $31 billion in global revenue, its parent company, Canon Inc. (NYSE:CAJ), ranks third overall in U.S. patents registered in 2014† and is one of Fortune Magazine’s World’s Most Admired Companies in 2015.   † Based on weekly patent counts issued by United States Patent and Trademark Office.   Our road to Lithium   The Canon approach to taking on new social platforms is that each has to meet objectives not already covered by other platforms, as well as being able to serve different audiences. There is crossover, of course, but there are unique characteristics as well.   Knowing that the conversation would go on with or without us, we decided to bring that conversation closer to home where we could be a part of it. We set out armed with a list of business objectives, criteria for success, and must-have requirements. After extensive research and comparing the features of available forum platforms, choosing the Lithium-powered Community was a no-brainer.   Of the seven business objectives set for our social platforms, the two main objectives we sought to fulfill with a forum were: Support our customers and build brand loyalty Gain customer insights & feedback   We don’t want to say that either of these are a problem, but the Forum was most certainly the solution. The Canon Community grew quickly, averaging well over 1,000 new members and over 200,000 unique visitors every month. Many answers come from the Community, but our Customer Support Center is there to fill in the gaps.   As one could imagine, having to moderate the Forum, Facebook, Twitter, YouTube, LinkedIn, Instagram and Vimeo for the wide range of Canon products, takes a lot of eyeballs and a variety of skillsets. However, once Lithium Social Web announced the inclusion of images as part of the moderation platform, we knew it would be the closest thing to a magic bullet that we could get.   Benefits of a Total Community   As stated earlier, LSW has transformed how our Customer Support Center operates. Previously, the forum was moderated by manually refreshing the page to review the latest posts. And rather than having to figure out where the last moderator left off via sticky notes and email, the tool clearly indicates where the next moderator can start his or her shift.   In regards to digital strategy, LSW allows for a more controlled social environment, meaning that there isn’t as much of a fear factor as there once was when introducing additional social platforms. The ability to moderate the Forum, Facebook and Twitter from a single location, have an automated workflow, and metrics that would satisfy the most finicky of analysts, truly made a difference for our Customer Support Center.   Every post made on the Community, Twitter or Facebook comes into LSW so the team can moderate, escalate, and assist as needed, ensuring that no posts are missed, and that the team can quickly act on trends. The moderators are also able to provide feedback on product complaints and work with product managers at Canon headquarters to help resolve customer issues as soon as a post is made.    Total Community results   While we do not have specific numbers to share, implementing LSW has increased efficiency across the board. The only growth in Customer Support headcount has been when new social channels have been added to the mix. And not even in the quantity that was originally forecasted, which is a huge savings in what is possibly the most expensive cost factor: human resources.   The tool has also improved the moderation of specific hashtags and handles, making it easier to watch for tweets from specific individuals, as well as easily add new hashtags as we see something that needs to be monitored.   By using the filtering functionality, Customer Support is able to weed out tweets from spam-generating handles. This has ensured that the moderators are viewing relevant customer interactions rather than spending time closing out spam.   Lastly, the metrics coming out of LSW have allowed the Customer Support Center to get real insight into the productivity of moderators in a way that they haven't been able to before. This information has been useful for providing a good baseline to create future performance goals for the moderators as well as to schedule staff adequately in the present.   We have received positive feedback from our Customer Support Center, which gives us the affirmation that our solution is working, internally and externally. Here's an example of the feedback we recently received from our Customer Support Center:   We're really happy with LSW and the support team at Lithium.   I wish we had some way to compare pre-LSW to now.  Getting LSW is like going from filling out stacks of paper forms to getting a computer and doing everything electronically; it's such an improvement.  We previously had to record every fan interaction manually (name, date, comment, platform, etc.).  Now, everything is done in a few mouse clicks.  It's honestly made a huge difference in our productivity and has allowed us to concentrate on fan interaction instead of record keeping.