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Past Lithys (old format)
Check out Lithy entries from previous years.
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community  ( http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitte... See more...
Company: Foxtel   Entry submitted by: Skye Forrester (skoogle) Head of Digital Customer Contact – Social Media & Community Community: Foxtel Community  ( http://community.foxtel.com.au/)  LSW: https://www.facebook.com/FOXTEL, https://twitter.com/Foxtel, https://twitter.com/FOXTEL_Help Lithy category: Total Community All Star     Foxtel is one of Australia's most progressive and dynamic media companies, directly employing more than 2,500 people, and delivering a diverse subscription television service to both regional and metropolitan areas over cable, satellite and broadband distribution.   With our fast-growing customer base, almost 870k Facebook Likes and 100k Twitter Followers (as of 22 April 2015), the company required a robust and integrated solution to manage and service both customers and non-customers online – a fresh (but in-demand) approach to support and relieve the company’s traditional and heavily trafficked inbound/outbound call centre. Central to our needs was the ability to (1) respond to Social Media enquiries with accuracy, speed and ease and (2) create the online destination, Foxtel Community, to tap into the audience’s passion for our industry and product; increase customer advocacy and engagement; and achieve call deflection through peer-to-peer and self-servicing.   Enter Lithium.   Benefits of a Total Community     Foxtel Community and Lithium Social Web (LSW) are managed in-house by the Digital Customer Contact Team (DCCT). DCCT is responsible for helping existing and prospective customers with all Foxtel servicing enquiries received via digital channels:   With the team split across two sites at either end of the country, it was imperative to equip agents with the right tools, training and ongoing support to provide a seamless and cohesive customer experience. To this end, LSW enables and supports us to:   Respond to all enquiries directed to Foxtel in Facebook and Twitter Take account level enquiries ‘offline’ to manage via phone, email or chat Refer escalated enquiries to our dedicated Customer Resolutions Team Moderate and implement a ‘3 warnings and you’re out’ system for page rule breaches to create a friendly, productive environment for all customers Integrate reporting to the wider business for a full customer journey view Crucially, LSW also enables early detection, root cause analysis and communication of customer impacting issues. In addition to the above, Lithium’s Community enables and supports us to:   Communicate customer impacting issues and updates through to resolution Conduct pilot/beta trials (closed groups) Troubleshoot with customers, the leading driver of visits to Foxtel Community Host our dedicated blog, The Green Room, to educate customers on our core offering – our programming Promote campaigns and products to increase customer satisfaction and company revenue Share Foxtel brand announcements Offer peer-to-peer and self-servicing options for contact deflection Build rapport with customers and potential customers to grow customer advocacy Contribute ideas, feedback and innovations to Foxtel products and services Implement a gamification strategy to keep community members engaged and active, and create subject matter experts Provide 24/7 support to consumers on any mobile or fixed device Optimize our Community using built-in SEO tools   Our Total Community results   We aim to answer all social media enquiries (Facebook and Twitter) within two hours during business hours, seven days a week, while posts in Foxtel Community that haven’t had a peer response are actioned after 48 hours. In 2014, Lithium tools enabled us to action more than 480k servicing enquiries through social media, and play host to more than 920k unique visitors and 2.2 million page views. In 2015 (up until 19 April 2015), we have so far experienced 157k servicing enquiries through social media, 699k unique visitors, and 1.76 million page views.   Importantly, Lithium Community and LSW greatly assisted us to manage major customer events – including the launch of our new pricing and packaging structure and the launch of our latest Personal Video Recorder, iQ3 – that would have previously been challenging for the business to handle due to the increase in customer contacts.   Customer Advocacy across digital servicing continues to increase YoY as a result of structured workflow (LSW and Community) for digital servicing.    
Company: Sony Europe   Entry submitted by: Nico Henderijckx (tweety2b) Head of Communities, Europe Community: Sony Europe Community  ( www.sony.co.uk/community) and European locale alternatives Lithy category: Marketing Champion   Son... See more...
Company: Sony Europe   Entry submitted by: Nico Henderijckx (tweety2b) Head of Communities, Europe Community: Sony Europe Community  ( www.sony.co.uk/community) and European locale alternatives Lithy category: Marketing Champion   Sony Corporation is a leading manufacturer of audio, video, game, communications, key device and information technology products for the consumer and professional markets. With its music, pictures, computer entertainment and online businesses, Sony is uniquely positioned to be the leading electronics and entertainment company in the world.  Sony recorded consolidated annual sales of approximately $75 billion for the fiscal year ended March 31, 2014.   The Sony Europe Community has been setup to achieve and facilitate 3 pillars: Conversation – create a platform that enables end users to have conversation with other end-users so they can share experiences, issues, behaviors, etc with each other. This to be done through any media mean: forum, photo, competition etc… Self-service and Learning – Forums and How tos to enable customers to get the maximum out of their products and learn them how to become professionals using them (mainly photography and videography) Advocacy – Editorial blog strategy to support our social channels. Mainly create engaging content with high Like-ability and share-ability This year we have been strongly focusing on developing the 3 rd pillar. We have optimized our blog area and put it in the centre of our social strategy. 2-3 blogs per week are being posted in 5 different categories (Arts, design, Entertainment, Product & events, Education) and all of these are being used in FB, TW and G+ to drive traffic to the blog area. The ultimate goal being high engagement (putting the correct person in front of the blog) and then have them share the article back out in the social landscape.   UX flow is Post on social media linking to Blog   We also introduced a new Blog homepage: Our results   1) Blog traffic Traffic went up 3x versus previous year. We are now undergoing a new re-design exercise to further optimise the blog area and make it even better from a mobile friendly and responsiveness angle.  Making assets used in blogs easier to share   More focus on content Legend: in pink the sharing functions, in Blue the next content suggestion. Otherwise on the page no distractions from the content. now no assets are directly shareable but only full blogs are  Vs future where each asset (video, picture etc…) will be shareable directly out to the social landscape. 2) Blog advocacy   Results after introducing the sharing buttons actively to the blog area: The additional reach produced by the social sharing buttons usage now exceeds the overall ORGANIC reach Sony has on FB, TW and G+. This allows us to compensate better when FB throttles further the posts displayed on end-users’ walls.
Company: Indosat  Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY  (http://icity.indosat.com )  Lithy category: Marketing Champion   Indosat Tbk is a leading telecommunication and inf... See more...
Company: Indosat  Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY  (http://icity.indosat.com )  Lithy category: Marketing Champion   Indosat Tbk is a leading telecommunication and information service provider in Indonesia that provides cellular of prepaid services (Mentari and IM3) and postpaid services (Matrix), 3G services using HSDPA-technology, fixed data services including Multimedia, Internet & Data Communication Services (MIDI) and fixed voice (fixed telecommunication) services including IDD services and fixed wireless services. PT Indosat Tbk was established by the Indonesian Government on November 20, 1967 and now part of Ooreedoo Group (Formerly Qtel Group).   Forum ICITY (formerly Ngobrol Bareng) launched 3 years ago and known as “Indonesian 1 st Crowdsolution Forum”. We utilizes Lithium platform to take Indosat customer experience to the next level. We empower our Community members to be powerful advocates for us. More than just awareness and advocacy, we were bond in the same passion, the joy of being part of Indosat Community.   On March 2015 ICITY has gained more than 20.000 members, more than 115.000 postings, over than 9 million pageviews and 2.500 questions that have received a resolution or answer in the community. These valuable answers have received 2. 431.002 views resulting in direct deflections and support cost savings.   Duta IM3 and Indosat Blackberry Community are former community members whom presence trigger others to join and participate on the forum discussion. Potential influencers that reach diverse segmentation, from youth to more mature audience.   Our marketing campaign   Welcoming Ramadan-holy fasting month for moslems worldwide- in Indonesia, on June 2014 Indosat launch “IM3 Play 24 Jam” Campaign which gave more benefits to customers such as free Calls and SMS for 24 Hours. To leverage community word of mouth toward this new service, we initiate Takjil24 program in 10 areas (smaller version of Indosat region).   The objectives are to empower Duta IM3-Indosat youth brand ambassador-on becoming powerful advocates also utilize Forum ICITY and social media to spread the stories. Beside online buzz, we gave more advantage to the surrounding communities through this program.   Date: July 19 2014 (simultaneously across Indonesia) Time: 5-5.24 PM (local time) Participant: Maximum 5 groups/Area (5 Duta IM3 per group)   To make it more fun, we launch missions for DUTA IM3 with Takjil24 as the 1 st assignment. Advocacy “IM3 Play 24 Campaign” is the main focus while distributing takjil (snacks for Muslims to break their fast) to the surrounding communities in their own creative ways. 5 best groups will get top up on their balance also shopping vouchers.   The participants needed to upload: Posts on ICITY, Sub Category Sahabat IM3 Tweets Youtube Videos (max 4 minutes) All using #IM3Play24Jam #Takjil24 #DutaIM3 #GroupName hashtags   Results of our campaign   The stories about our new “IM3 Play 24 Jam” product spread out widely 37 groups (185 DUTA IM3) all across Indonesia were joined 11,000 views on ICITY posts related to this mission 1,600,000 impressions on Twitter, 700.000 accounts reached 33,000 views on Youtube More coverage on local electronic and online media Videos: https://www.youtube.com/watch?t=45&v=DdAWRYNIJhA https://youtu.be/dIKI567PwhE https://youtu.be/r8NBon8HdlY
Company: Indosat  Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY  (http://icity.indosat.com )  Lithy category: Most Creative Community Promotion or Launch   Indosat Tbk is a leadin... See more...
Company: Indosat  Entry submitted by: Ghina Aliya (GhinaAliya) Community Manager, Forum ICITY Community: Forum ICITY  (http://icity.indosat.com )  Lithy category: Most Creative Community Promotion or Launch   Indosat Tbk is a leading telecommunication and information service provider in Indonesia that provides cellular of prepaid services (Mentari and IM3) and postpaid services (Matrix), 3G services using HSDPA-technology, fixed data services including Multimedia, Internet & Data Communication Services (MIDI) and fixed voice (fixed telecommunication) services including IDD services and fixed wireless services. PT Indosat Tbk was established by the Indonesian Government on November 20, 1967 and now part of Ooreedoo Group (Formerly Qtel Group).   Our Community promotion goals   Strengthen Indosat commitment towards community as one of key differentiator within the services, on 2012 we became pioneer for telco customer support forum in Indonesia. We launched Forum ICITY (http://icity.indosat.com), The 1 st crowdsolution forum which covers discussion around gadget and technology, Indosat services also community. With the help from Lithium platform, we were able to do crowdsourcing and involve our brand-enthusiast since the early stages. From specify a new name, enrich forum content to design the new community logo ICITY has grown, on March 2015 we has gained more than 20.000 members, more than 115.000 postings, over than 9 million pageviews and 2.500 questions that have received a resolution or answer in the community. These valuable answers have received 2. 431.002 views resulting in direct deflections and support cost savings. Indonesia is at the forefront of the social media revolution in Asia, yet it is an unique market. We need both, online and offline approach to generate community engagement. This is the reason why we need to setup a Word of Mouth Marketing Strategies and one of the effective way to do it is to have an iconic brand activation for promoting ICITY as well as Indosat Community. We decide to have The 1 st Community Festival in Indonesia, with United Souls as the theme on December 13, 2014. Located at Senayan-one of the most hip venue in Jakarta, Indonesia-. We classify interest into zoning. Community members were invited to explore 7 Zones in form of exhibition: Indosat Community, Gadget Communities, Creative Communities, Lifestyle Communities, Automotive Communities, Sport Communities and Enterpreneurs which participate for providing FnB. This event was free of charge for Indosat users while other may register as new subs to join. Our Community promotion strategy   Having passion and close relation with prominent community leaders also key influencers are the initial foundation. Then we run the dynamic duo, synergize between online and offline activities. We involve community representatives since the beginning, from deciding venue layout, what theme will be used, which community will be invited and what kind of activities that interest them the most. The promotion worked in 3 key phases:   Pre-Event Objective: To raise awareness of community members   Online: Teaser through ICITY Forum as the main hub Teaser through ICITY, Indosat and community social media channels/mailing list Teaser through internal communication channel Digital Placement Offline: Promotion through radio quizzes & talkshow Promotion through below the line channels Small meetup with community leaders and key influencers     The Day Objective: To convert awareness into action   Online: Manage digital activation “coin collecting tweets” which convert tweets using hashtag #CommunityFestival2014 to donation for sent unprivileged kids back to school Manage digital activation “live blogging” to encourage bloggers capture #CommunityFestival2014 fanfare Manage digital activation “live posting” to encourage ICITY members reporting #CommunityFestival2014 excitement Offline: Organize community-centric activities: record breaking attempt, community convoy, community battle, community market, we-fie photo competition Invite press to join press conference and watch community performances, such as Duta IM3 (Indosat IM3 Ambassador), Indonesian Zombie Community and Jakarta Cosplayer. Entertain music-fanbase community by presenting Indonesian well-known artist Add interesting gimmick: from community wall of fame, gadget and official jersey auction, freebies to fun games Promotion using radio report & below the line channels   Post Event Objective: To maintain the word of mouth   Online: Publish event report on ICITY Amplify anykind of post related through social media/mailing list Offline: Small meetup with community participants and handover donation   Results of our Community promotion   More than 100 communities join the event to expand their network, discuss further collaboration and enjoy togetherness with friends also other community members.     We have gained 2655 original tweets using #CommunityFestival2014 hastag which convert into donation Rp 26.550.000 for supporting underprivilege kids back to school, collaborate with Coin A Chance Social Movement.     We set a new Indonesian Book of Record (IBOR): Most scooter parked on mall rooftop (Sky Dining, Plaza Semanggi Jakarta). We have gained more than 62.000 views on posts related to Community Festival 2014 on ICITY Forum, 58 million impressions on social media and more coverage coming from blog posts also online media articles.   Our video entry:      
Company: Comcast  Entry submitted by: Jared Schultheis (jschultheis) Executive Director, Digital Care Community: Comcast Help & Support Forums (Forums.comcast.com )  LSW: @comcastcares, facebook.com/xfinity Lithy category: Social R... See more...
Company: Comcast  Entry submitted by: Jared Schultheis (jschultheis) Executive Director, Digital Care Community: Comcast Help & Support Forums (Forums.comcast.com )  LSW: @comcastcares, facebook.com/xfinity Lithy category: Social ROI Titan   Comcast Corporation is a global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build an advanced network that delivers among the fastest broadband speeds, and brings customers personalized video, communications and home management offerings.    Our 2014 objectives   Comcast strategic enhancements in 2014 included expanding the use of Lithium Social Web and completely redesigning and enhancing our Comcast community.  We significantly expanded our use of all features of the engagement console to measure the investment, success and the increasing need to support the social channel better.  Similar work was done in the community, such as building:   Gamification Author profiles Mobile Expert user program Content management Search Dedicated moderation Cross-channel integration   Key achievements include:   Customer Relationship Management (CRM) Integration The integration of CRM is a significant first step in allowing us to analyze customer behaviors, close the communication gap from social to other front line channels and identify account health opportunities. Below is a timeline reflecting the integration of social with other touch points a customer had with the company.   Escalation Workflow We now have a more stable workflow to escalate conversations to our divisional teams and senior specialists within the Digital Care team. The new enhanced workflow increased our in-channel resolution rates significantly (nearly 20 pp).   Routing Enhancements The routing system was built with multiple triaging capabilities. Specialists can now work on specific issues based on their background and strengths.  This provides not just a better customer experience but a more in-depth measurement on trending tags.  Below shows an example of the tagging system Comcast uses to triage social volume.  Early Warning System The dashboard helps the Digital Care team alert multiple organizations within the company on trending events on social. In many cases, outages or viral events were recognized 30 minutes in advance of a normal call center trend or spike in volume.  In the first three months of using the console, the cost savings have exceeded expectations.   While the Digital Care team is saving Comcast significant costs through call deflection, call avoidance, customer health and customer engagement, the most passionate win for the team the improvement in the overall customer experience.  Our biggest ROI measurement is our increased ability to provide best-in-class service to our customers.   Comcast’s number one goal is to transform our customer experience. We strive to provide outstanding service to our customers, offer them the best products in the market and be proactive with our communication.  Social media has become a strong and effective service channel for our customers to seek solutions to issues or answers to their questions.  The ROI for Comcast is the improved capability of our Digital Care team to provide excellent service.  Our customers deserve the best experience every time they interact with us and to find care and support through whatever channel they want to use.  With the help of Lithium communities and LSW, we are able to measure success and track volume and engagement from each social platform.  With these simple measurements, we have been able to demonstrate the effectiveness of social care leading to a tripling in size of the Digital Care team (http://corporate.comcast.com/comcast-voices/now-hiring-comcastcares ). With these additional team members we will be able support customers across more platforms and get to them faster.  The growth of digital care has been explosive the past two years.  The following chart shows the growth and development of our social care strategy and capabilities over time.   In addition, our Community roadmap continues to be geared towards: optimizing and growing the community, organizing and improving content, and scaling and integrating cross-channel. Through these initiatives, we expect the ROI on our community to increase by 500% by the end of 2015.   Additional business results achieved   The Digital Care team has a unique opportunity to improve the overall customer experience.  As we have built out our social care capabilities our data has shown us that although the social care team is providing timely and effective resolutions to issues, the sentiment of the social conversation remains neutral (see diagram below).  When customers reach out to the Digital Care team for support, they expect us to resolve their issue.  Although the care specialist resolves the issue, the customer can still have a negative or neutral sentiment because the issue happened in the first place.  To increase customer satisfaction and brand perception, the Digital Care team now conducts a wellness exam to proactively look for potential problems or red flags on accounts.  For example, the specialist researches a customer’s bill to discover when his or her promotion is up, makes the customer aware, and in some cases repackages them on the spot to a more affordable package.  This is a great way to inform and educate customers about their services and provide opportunities to surprise and delight them.    We measure customer contact rates from multiple channels and are finding that social can be very effective at providing a better customer experience.  Since 2010, we have seen nearly a 25% reduction in calls coming in and a 35% reduction in the need for service visits to customers’ homes in part by providing solutions through social and community channels. Through detailed analysis and application of data garnered through our LSW Analytics and LSI for our communities, we have seen that the amplification benefit or providing solutions that other customers can use has helped the Digital Care team handle nearly double the volume of more traditional channels. Assuring customers that the person on the other side of the social conversation is doing everything he or she can to be responsive and helpful will help increase customer loyalty. Our mission is to provide care and support to anyone who needs help, wherever they want it through accurate measurement and timely responses on all channels while continuously improving the customer experience. 
Company: Comcast  Entry submitted by: Jared Schultheis (jschultheis) Executive Director, Digital Care Community: Comcast Help & Support Forums (Forums.comcast.com )  LSW: @comcastcares, facebook.com/xfinity Lithy category: Excellen... See more...
Company: Comcast  Entry submitted by: Jared Schultheis (jschultheis) Executive Director, Digital Care Community: Comcast Help & Support Forums (Forums.comcast.com )  LSW: @comcastcares, facebook.com/xfinity Lithy category: Excellence in Customer Satisfaction   Comcast Corporation is a global media and technology company with two primary businesses, Comcast Cable and NBCUniversal. Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build an advanced network that delivers among the fastest broadband speeds, and brings customers personalized video, communications and home management offerings.    Transforming the customer experience is Comcast’s number one goal. Our customers deserve the best experience every time they interact with us. We have made significant changes and investments in our infrastructure, systems, processes, technology, and tools to improve the customer experience, including the ability to reach our customers quickly and easily through social media.   A key strategy in our multi-year roadmap to improving customer experience is using technology and innovation to delight customers. Expanding and continuing to evolve our Digital Care is an essential tactic in giving customers more choice in how they connect with us and solve problems.   The Digital Care team’s mission is simple: provide care and support to anyone who needs help, whenever and wherever he or she wants it. In 2014, the Digital Care team was challenged with these goals:   Increase the percentage of customers served through social media (by 100%), Improve our ability to resolve customer inquiries directly within social care (to 90%+)   Through the application of technology, operational rigor and a determination to provide world-class service, the team more than exceeded our goals.   Our 2014 objectives were to achieve greater scale, resolve customer inquiries directly within our channel and drive positive change within the organization through actionable insights.   Scale: The number of customers supported by the Digital Care team since forming in 2008 has increased by 2,000% and continues to expand exponentially.  Satisfying our customers’ needs begins with organizing the team in a way that is scalable, flexible and fully supported by the larger organization. We created distinct roles within Digital Care that include three teams: Triage Generalists Tenured experts capable of addressing complex inquiries.   Creating this team and new processes was made possible by the advanced routing, tagging and tracking within LSW.   In Channel Resolution: When customers call, chat or tweet about their service, they expect a resolution to happen through that channel. Our ability to resolve customer inquiries directly within social media depends on the team having access to all appropriate tools, the training to use those tools and direct lines of contact to other internal teams. Even when we call in other teams to help work through the customer’s inquiry, we remain the single point of contact for a customer. Through this approach, we have garnered credibility and demonstrated the long-term viability of social as a strong and effective service channel that requires much less effort from the customer.     Insights:  Through LSW, we have created a Social Operations Center and Alerting System that provides real time trending specific to our product lines. This gives us an unfiltered stream of customer input and the ability to alert the appropriate teams when issues begin trending. This technology allows us to sort through the noise and provide meaningful information to the organization on a real time basis to consistently seeking out opportunities to transform the customer experience.     Because social and community support are ‘one-to-many’ interactions, a solution for one customer can often help out dozens or even hundreds of others, helping to avoid unnecessary customer questions and contacts. Based on a number of factors, including the ability to reach us through digital and social channels and tools like the My Account app that allow customers to more easily troubleshoot issues, Comcast has reduced the volume of customer contacts in traditional channels. Since 2010, we have seen nearly a 25% reduction in calls coming in and a 35% reduction in the need for service visits to customers’ homes in part by providing solutions through social and community channels. Through detailed analysis and application of data garnered through our LSW Analytics and LSI for our communities, we have seen that this amplification benefit has helped the Digital Care team handle nearly double the volume of more traditional channels.   There are several key areas where the Digital Care team is driving improvements that directly and indirectly impact customer satisfaction including:    Efficiency Gains: making it easier and faster for customers to find resolution to their issue Channel Shift: meeting customers where they live online or in social media Reducing Need To Call: solving customer issues through shared resolutions
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar  (comunidad.movistar.es )  Lithy category: Excellence in Customer Satisfaction   Telefónica is one o... See more...
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar  (comunidad.movistar.es )  Lithy category: Excellence in Customer Satisfaction   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2014, Telefónica’s total number of customers amounted to 341 million.   Our customer satisfaction initiatives in 2014 were CSI, NPS, Recommendations/Referrals, Noise, Average Response Time and CHI.   As such, our overall objectives have been to increase the CSI, visits, call deflection and commercial leads. See our Social ROI Titan entry for more results on visits and call deflection. In terms of our customer satisfaction initiatives, we focused on CSI, NPS, Recommendations/Referrals, Noise, Average Response Time, and CHI. All areas of our company have their own objectives that are aligned with the overarching company goals.   Improving online customer service was the most critical customer issue that we looked to solve with our Lithium Total Community implementation.   Here are the results of our top customer satisfaction initiatives: CSI: Every time a user/customer receives attention from one of our moderators, we send him/her a link to our online survey asking to evaluate the help received (this applies to cases that need to be solved by official Movistar staff in terms of needing to check the customer information in our systems). We received a stable 9 throughout 2014 and this year. We assisted 120,000 customers in 2014, and in 2015 our moderators have already helped more than 24,000 customers. NPS: In that same survey, we ask the user if he would recommend our help/attention to his friends and family. We are pleased to receive 99% positive answers. Recommendations: As a result of the excellent help that we provide our community, we receive a lot of posts praising our work. And most importantly, we have many examples of users in external forums, referring other users/customers to our community when asking for help and acknowledging us as the best channel to get help from Movistar.   http://www.gsmspain.com/foros/h967593_Operadores-Movistar_CONSEJO-Comunidad-Movistar-1004-609.html   http://www.adslzone.net/postt324695.html   http://bandaancha.eu/foros/velozinter-1709626#r2336025 http://bandaancha.eu/foros/desactivar-casilla-mensajes-1689431#r2132517 Noise: As a part of our strategy, we receive reports from our market research team in which they evaluate the noise about Movistar on the Internet. In this report, we evaluate the amount of noise and the tonality of the noise (positive, negative, neutral). Since the Community was launched, we are still the leading Telco company that receives the most mentions. Furthermore, we are the one in the telco sector that receives the most positive tonality in part due of the influence of the community (1.3M monthly visits).   Average Response Time : 6 hours, which is a significant reduction from our 2013 average response time of 14 hours. LSW : We have recently started using Lithium Social Web (LSW) as a part of our strategy to improve our customer satisfaction and achieve even better results with response time. CHI 785 : We have achieved a stable 780-785 CHI.   In addition to the above achievements, we have relocated our call centers in Spain (instead of outsourcing). We are also focusing on increasing the servicing to 70% in online channels in order to avoid expenses to our call center.  
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar  (comunidad.movistar.es )  Lithy category: Social ROI Titan   Telefónica is one of the world leading... See more...
Company: Telefonica Movistar  Entry submitted by: Emilio Rodriguez Menendez (UT04546) Community Manager Community: Comunidad Movistar  (comunidad.movistar.es )  Lithy category: Social ROI Titan   Telefónica is one of the world leading integrated operators in the telecommunications sector, providing communication, information and entertainment solutions, with presence in Europe and Latin America. It operates in 21 countries. As of December 2014, Telefónica’s total number of customers amounted to 341 million.   Our 2014 goals with Total Community were call deflection, CSI improvement, cost savings (LSW) , and increased visits.   We achieved great results in 2014 and 2015.   First, here are some definitions on how we calculated our results:         - Encuentran: (average) # of visitors who found the information they were looking for when they accessed the Community via Google.         - 1004 (our call center telephone number): Through the survey we offer to our Community visitors, we look at the number of those who said they found the information they were looking for. X% said they would’ve called 1004 (call center) if they hadn’t found the information in the Community, and that is how we determine our call deflection figure.         - Precio (price): 3€ is the average cost per attention in our call center * calls= x *12 months. 3€ is the average cost of a call center call. For example, in 2014 we saved 16.404.550€.         - Ahorro (savings): In 2014, we saved 18,142,377 € mostly due to Community. In 2014, we weren´t using LSW yet. In addition, we have improved our # of visits.   We finished 2014 with the following results: - 15,189,399 visits - 60% of the visitors (or 9,113,639 visitors) said they were able to find the information they needed  - 60% of those who found the information they were looking for (or 5,468,183 people) said would have called our call center (1004) if they had not found the information in the Community.  - 3€ per call = 16.404.550€ savings in 2014 from call deflection   A visual of our ROI model:     Additional business objectives that we achieved   With the SEO community strategy, we have been able to place top search terms such as 4G, Fiber, FTTH in top places of Google searches. By achieving a top SEO position for our strategic terms/words, you can also get commerical leads from those searches (we have links to our home site from the best positioned posts regarding those terms). We can also get servicing as far as we also get high SEO positions with searches related to servicing, such as PUK, Router Keyword, etc...all of which means less calls to our call center. As a result of this (and not only due to Community but partly), Movistar is not only the most mentioned company on the Internet but also the one with the best tonality. We are the leading telecommunication community in Spain with visits that doubles the competition combined. We also are in the Top5 Telco Lithium communities (CHI).  
Company: KPN  Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager Community: KPN Community  (http://forum.kpn.com )  Lithy category: Support Savings MVP   KPN is a leading D... See more...
Company: KPN  Entry submitted by: Lourens Reijgersberg, Hugo de Vries, and Thomas Pel (ThomasPel) Social Innovations Manager Community: KPN Community  (http://forum.kpn.com )  Lithy category: Support Savings MVP   KPN is a leading Dutch provider of ICT services. With a wide range of products and services, we operate with different brands many different customer groups – both at home and abroad. From prepaid calling in the US, to interactive HD television in the Netherlands.   Meeting business goals and driving success with the KPN Customer Community In 2010 KPN set out on a journey to realize the ambition to become the best Dutch service provider in 2015, whilst also making a shift left and become an ‘online first’ company. The introduction of the Lithium community in 2011 was one of the key strategies to fast-track both ambitions.   From 2011 through 2013 the community has been experiencing a gradual growth of Dutchies interacting with each other around the KPN brand, products and services. Averaging around 2500 posts, 200K visits and 28000 answers found every month in 2013, the community eventually brought in 1,7M Euros in cost savings through call deflection at the end of 2013.   These results opened up more internal support and 2014 held the promise of becoming the year to professionalize and innovate the community in ways that hadn’t been done before. More manpower was added to the community team and internal development capacity was brought in to ensure maximum growth for the community, all the while adding up to the ultimate goal of becoming the best service provider for our clients.   Driving activity by adding Lithium badges KPN was the first customer worldwide to release Lithium Badges as part of the betáprogram and did so with great success. The added feature of well-designed badges rewarding various forms of activity (posts, kudos, accepted solutions) resulted in a 10% increase of activity among the lower and medium ranked members on the forums.   Customer driven Community Re-design In 2014 the entire KPN Community was revamped with a fresh, innovative design that implemented a number of features requested by the community, while still staying true to the broader brand-style. The addition of TKB and the profile gamification widget in particular we’re exceptionally well received by our userbase.   MyKPN Betá In august of 2014 the release of a dedicated co-creation platform on the community –aptly named ‘OurKPN’- coincided with the release of the new MyKPN portal. All the betáphase testing of the new KPN Client Portal (aka MyKPN) was done with community members, resulting in more actual client feedback than ever before and eventually in a better product!   Connecting employees with the Community In an effort to open up the immense amount of knowledge available in the minds of our employees for the community, we decided to connect our internal social platform for KPN employees (TeamKPN) to the community. Questions asked on the community can be highlighted in TeamKPN in an effort to involve employees with the relevant –often niche- knowledge in the discussion.   KPN Community driving change and innovation in the organization The addition of the community as an fully grown customer channel has driven a number of changes in our traditional customer care approach and some nifty innovations in the slipstream of said changes. While a certain amount of hesitation was expected from our side, these changes have actually been welcomed and applauded as a useful addition by the customer care organization.   Improved FAQ’s Clients connect and communicate with other clients in a manner that is rather different from the way most companies interact with their clients. This in itself isn’t much of an eye-opener, however when it comes to explaining detailed technical features or innovations around a particular product or service, this knowledge can be put to good use. We noticed that in some cases, community members were in actually better at explaining our products in a user-friendly way than we were. This led to us integrating community content within our existing internal and external FAQ’s and actually asking the community pro-actively to comment and feedback on some of them.  A large number of FAQ’s have now been curated through co-creation and their appreciation value has risen significantly since.   Customer Care using community content and TKB To maximize the use of community content and make the knowledge available to customers who haven’t been on the community yet, we made use of the integration options between Lithium and Salesforce. Through Salesforce knowledge our customer care agent now have the ability to pull relevant answers from the TKB and community content and share this with customers via phone, e-mail or other social channels.   KPN Community facts and figures 2014     The effect of all this added value to the community was overwhelming. The KPN Community experienced a dramatic increase in activity in it’s already active userbase. The number of monthly posts grew to 4000, which in turn led to even more customers finding their answers on the community. A massive number of 1 million answers were found in 2014, resulting in a cost saving of €4,5 million euros by the end of the 2014!   2015 and beyond The thriving state the community is at right now opens up countless possibilities. For the near future we are planning to enhance and innovate the platform even further, adding things like theme headers, a full blown co-creation platform and a smooth mobile design. From a community management perspective the focus will be on expanding the pilots and co-creation efforts as those are definitely something our members appreciate and the further professionalization of the superuser program. We’re looking forward to it!  
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community  (www.a1community.net )  Lithy category: Total Community All Star   A1 Telekom Austria... See more...
Company: A1 Telekom Austria AG  Entry submitted by: Esther Groth (esther27) Market Development and Digital Business Community: A1 Support Community  (www.a1community.net )  Lithy category: Total Community All Star   A1 Telekom Austria AG is Austria’s leading communications provider, encompassing more than 5.4 million mobile communications customers and almost 2.3 million fixed access lines. The offers by A1 include voice telephony, internet access, digital cable division, data and IT solutions, value added services, wholesale services and mobile business and payment solutions. With four strong and established brands (A1, bob, Red Bull Mobile and yesss!) A1 successfully targets various different markets, ranging from premium quality to low budget.   A1 is part of the Telekom Austria Group which holds eight international operations in eight CEE countries. Headquartered in Vienna, A1 employs approximately 8,600 employees.   In 2014, A1 started its largest infrastructure investment with the fiber optic broadband roll-out in cooperation with the Austrian government and the national broadband plan.   Placing the customer at the heart of A1’s business has been key for the company’s ambitions to continue leading the Austrian telecommunications industry. This has been emphasized in the core values “Close to the customers”, “Simple” and “Trendsetting”. Hence, the A1 support community aims to provide the best service for our customers, to efficiently distribute the A1 brand and to use the potential of our crowd to develop new products, services and authentic user-generated content.   Through the Lithium community platform and LSW we could successfully tackle our main challenge to understand our social customers in more depth (360° social customer profiles). By modeling the social history of all interactions in LSW and using the behavioral tools of the Lithium community we can generate quantifiable ROI in terms of increased sales and reduced service costs.   We could also improve the following points of our social customer care processes:   Technical feasibility – Adequate infrastructure for growing visitor flows looking for digital service   Workforce optimization. – Considerable volumes of community requests can be efficiently managed by social media agents via efficient routing and prioritizing measures   Linkage between public network and owned social properties via Facbook tab application –Facebook users can be directed to our own knowledge site and get a deeper level of engagement and experience among an articulated and curated crowd   Peer-to-peer engagement – In the A1 Support Community users help users and with LSW social media agents can effectively assess and steer the need of providing additional answers to the user-generated content   Trend intelligence – By engaging community members in idea exchange boards and through intelligent tagging we can identify trending topics and connect them with observations from our other social media channels   Premature crisis management – LSW enables qualitative sentiment analysis of community content and helps to raise awareness for customer dissatisfaction with our service   Benefits of having a Lithium Community and LSW for our digital strategy   With our Lithium-powered Community and LSW we are able to exercise full control over the digital service topics incurring within the service tools of the A1.net online portal or on the other A1 social media channels. A specific process has been established for fast improvement measures where service issues were reported by community users. This process entails the identification of service issues, e.g. with the disrupted transmission of A1 TV on customers’ TV screens, by the A1 social media team. With LSW the social media team was able to assign new tags to this kind of issue and to observe the sentiments resulting from this topic. The service disruption as well as the magnitude of concerned customers was reported to the A1 customer and field service to prepare and sensitize all customer touch points. In a second step the A1 TV product management was informed and presented with the LSW analysis. Consequently, reasons for the service disruptions were analyzed and the product management could take up the depth of the issue by receiving daily updates from the community. The A1 TV product management team was also able to actively listen to the community discussions of the TV issues and the proposed solutions by members. As the share of negative sentiments towards A1 TV began to rise the corporate communications department was integrated in order to create unified statements regarding criticism in other media. Subsequently, a broader project team responsible for fast corrections of the detected issues with A1 TV was built. By involving the A1 social media team into the project, informal feedback and solutions posted by the community crowd were taken into account and directly integrated into the product improvements. Within 12 days A1 managed to provide A1 TV customers with a new interface, improved connectivity and a reduction in switching time.   The A1 Support Community currently counts 25,000 logins per month and has acquired 175,000 registered members so far. With an average real service substitution rate of 25%, A1 was able to save about 50.000 service interaction in January 2015 (calls and e-mails per month) and could therefore strongly increase its agent efficiency gains. What is more, although the amount of total community visits dropped in summer 2014 because community posts were then also integrated into the A1.net portal search the traffic began to soar up again in the following months. In addition, the weighted average for the real service substitution rate also increased and refers to an even more purposeful visitor stream.     With 80% of user-generated content A1 is also able to draw detailed insights from the community posts and create more innovative and competitive services for its subscribers.  
Company: Telefonica O2 UK  Entry submitted by: Marjo Hallapera (marion101) Head of Community Community: O2 UK Community  (http://community.o2.co.uk/ )  Lithy category: Support Savings MVP   The O2 UK is a Telefónica-owned company, m... See more...
Company: Telefonica O2 UK  Entry submitted by: Marjo Hallapera (marion101) Head of Community Community: O2 UK Community  (http://community.o2.co.uk/ )  Lithy category: Support Savings MVP   The O2 UK is a Telefónica-owned company, managing communities on an international scale in order to optimize and enhance the way in which brands interact and engage with their valued customers. One such community is O2 UK. With more than 20 million customers, O2 is one of the largest mobile telecommunications providers in the United Kingdom. It is supported by Telefónica whose strategy is to become the leading global communications company in the digital world with a goal of opening new pathways, which continue to transform possibilities into reality for their customers.   The O2 Community has gone from strength to strength in 2014, utilizing user-generated content (UGC) and site navigation in a number of ways to ensure our community content is as useful and cost-effective as possible.   Guides created by members on the O2 Community are consistently detailed, accurate and attract the trust of other members due to the supportive atmosphere encouraged and maintained by our Community Team. UGC is consistently useful for customer awareness and deflection to the 500,000+ unique users coming to our community every month.   Due to the high quality of the content created, we have begun to integrate it into our business on a wider scale. One guide for example is used for network self-diagnosis, a commonly queried issue in any telecoms company. This single community post, when used on Twitter, turns a normal 3-tweet customer interaction into a single tweet, attributing to a major cost savings per year. It frees the time up of many advisors, making them considerably more efficient. In 2015 we will repeat this process with a number of products and services, ensuring that our community content forms an even stronger base of knowledge. Below is a snippet of one of our great UGC pieces, with 280,500 views and constantly counting:   We welcome UGC in a number of forms. In 2014 alone, the community welcomed 47 video guides to be used by other customers. These video guides (including iPhone self-help, Operating System tutorials, etc.) have been created at absolutely no cost to O2, but can be used to help other customers as any professional video could – producing a single video elsewhere could otherwise cost the company $7k. This process also enables our customers to contribute to the business they use, and ultimately, to feel as valued as they truly are.   Due to the high volume of visits to certain pages on the community, such as details on services and products, they have attracted a high SEO value to the business. We have utilized this high volume by adding banners for other products within these community pages. This creates a huge amount of awareness for these products, as well as ensuring the community and its potential is tapped into as much as possible. This approach also mirrors in our OS and device announcements, where we often attract over 20,000 views to single update posts that are also shared across the web.   Finally, we have created a campaign within the community to help members to decide on which devices to purchase as a result of peer reviews. Try the Tech allows members to ‘borrow’ devices from us for a few weeks to test out. Every tester writes a thorough review and each content piece creates vibrant discussions about which devices to purchase. The quality of these reviews is so high that device manufacturers have reached out to us in order to gain high quality reviews on brand new devices that will increase sales. Testing and reviewing a device also gives the members more knowledge about the device itself and thus helps them out when offering advice to others on the community. Check out the link below for an example of the quality of content we attract.   Samsung Galaxy Note 4 review (TryThe Tech)   On top of all of these aspects of benefit the community provides for O2, the peer-to-peer advice concept methodology is ever-present, with members offering advice every day. The average response time on the community (when analyzing a full 24 hour cycle) is consistently under 300 minutes and often under 200 minutes, ensuring that any members who enter will have an answer quickly and efficiently. Our regular members are here each and every day, offering insights as well as advice. They have an online home in the community, which is easy to see when we consider that one of our more regular members posted more than 16,000 times in 2014.
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: Suppo... 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: Support Savings MVP   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.   Besides, 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 customer care organization changes as a result of cost reductions with Community and LSW   All the activity in communities and social media channels is managed by two different areas of the company: Comms and Customer Support, with more than 50 people conversing with our customers. In telco industry, main part or social activity is about customers asking support. It is a big challenge to be able to build a model that integrates social support seamlessly in the whole customer support processes.   LSW has allowed us to organize tasks and people and get the most of everyone. We have been able to integrate the work of community managers, support agents, web advisors and community moderators. All they know who is the responsible to answer any tweet or post coming to our social accounts thanks to the queues and rules that we have built over LSW.   We are proud of our highly motivated and skilled teams!!  Our business 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.         
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: Marketi... 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: Marketing Champion   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.   Lithium platform is a key enabler for engaging our community members and achieving our key objective: develop and motivate superusers to 1) help other customers, 2) develop quality content. We rely on Lithium´s ranking configuration to create in the Orange Community a hierarchy of users based on participation and offer specific incentives, allowing us to increase the value of the contributions and improving brand perception. Different user roles (solucionadores –solvers-, master tekkies, friendly) help to perceive the user as a “superusuario” (superuser) with special privileges granted to those considered experts in different matters such as Smartphones tips and  tricks, Model recommendation or Trouble-shooting.   In the same way, thanks to gamification programs, those not yet “superusers” increase their participation and stickiness to the Community in order to achieve “superuser” status. Superusers amplify both brand advocacy and belonging to the Community.   During the last ten months (From May to February) we extracted data about users from “Metrics” section (post, visits, response, threads, most  active users, most  engage users, etc…). We needed to identify our most valuable users. Regarding these KPIs  we designed different sections within the community structure in order to redirect their “know how” (solutions, reviews, etc..) to specific categories,  and empower them within our Community. We reached out to them and they accepted to increase their participation in the community. Then,  we designed a public ranking with the best users (solvers, Kudos, etc..) and the users tried to achieve the top rank. The ranking shows number of post, visits to community, logins and when they achieve a high level the users win a medal/badge that identify the user as a “superuser”.   We identified and promoted different types of users that added value to the Community. Based on the pattern of their participation, we designed a strategy of monitoring and encouraging trough incentives to increase the value of their contribution, both for the company (reduction of service calls, increased brand perception, commercial communication increase, etc…) and the Community users. We can now distinguish different types of “superusers”, each identified with their own medal.   Solvers: users who give support and help with solutions to user`s incidences without intervention even of official moderators. They reduce the number of calls to call-centers, improve the post/solution ratio and become a model to follow in the Community. They have their own medal. 30% of traffic in the Community is related to solved problems posts. Master Tekkies: Users with an active role and faithful to the Community. They participate, help others and give kudos. They are advocates of the Brand as they rise online positivity. Friendly: Newly arrived users that encourage help and collaboration. Results of the SuperUsers program   Since launch of the Superusers program in May 2014, traffic in the community has doubled, reaching 300k monthly visits. Since launch of Solvers program in November 2014, the solution ratio increased from 20% to 60% by March 2015 due to two main reasons: LSW optimization by agents (flux, labels, priorities) and participation of “Solvers” in the Community.  Ten months ago, we did not have any superuser , and currently there are 12 “superusers” solving doubts and writing reviews.  
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 C... 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: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Support Savings MVP   Vodafone Group is a British multinational tele... See more...
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Support Savings MVP   Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.   Throughout the rankings and roles program, Vodafone Europe has been unique in applying customized loyalty programs focused on the use of our platform. We leverage personalized emails, depending on the number of registrations, use, frequency, and proficiency of Lithium features.   The complaints department bases their strategy upon our top terms queries from Lithium. We provide our complaints team with a list of terms frequently used on our eForum to give them a heads up on the complaints that they will receive that week. They proactively discuss with the appropriate departments related to those issues, and they search for the correct answers to provide customers in a timely fashion.
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Excellence in Customer Satisfaction   Vodafone Group is a British mult... See more...
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Excellence in Customer Satisfaction   Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.   Our most important customer satisfaction initiatives are: 1) NPS 2) Resolution rate 3) Customer experience program   Our challenge that we were looking to solve via our Lithium implementation was to reduce calls through social media support. 6,000 interactions on our Lithium eForum per month reduced 50,000 customer service calls on Vodafone's customer service platform!   Additional results: 2% savings in customer service calls 20 points of increase in NPS 30 points of increase in resolution rate 100 points of increase in CHI score  
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Social ROI Titan   Vodafone Group is a British multinational telecommu... See more...
Company: Vodafone Espana  Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist Community: Foro.Vodafone  (http://foro.vodafone.es/ ) Lithy category: Social ROI Titan   Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.   In 2014, we established three main KPI's: 1) NPS 2) Resolution rate 3) Customer journey   We set our goal to increase at least 10 points of improvement in NPS and resolution rate in the year ahead. We needed a customer profile for creating links and conversations with different customer's segments.   Due to this policy through our Lithium-powered Community, we moved not just 10 points but more than 20 points at the end of the fiscal year!    Results: 1) Our NPS increased by 20 points. 2) Our resolution rate moved from negative results to 40 points positive! 3) In including differenciated new ranks and roles, we improved our communication with customers, bringing in more than 20% of new users!   In addition, LSI gave us the chance to extract the most mentioned keywords and topics that are nowadays used by our fraud and complaints departments to improve the satisfaction score of the company.  
Company: Symantec  Entry submitted by: Tim Lopez (Tim) Project Manager, Social Customer Care LSW: Norton Social Support  (http://www.twitter.com/NortonSupport ) Lithy category: Excellence in Customer Satisfaction   Symantec was founde... See more...
Company: Symantec  Entry submitted by: Tim Lopez (Tim) Project Manager, Social Customer Care LSW: Norton Social Support  (http://www.twitter.com/NortonSupport ) Lithy category: Excellence in Customer Satisfaction   Symantec was founded in 1982 by visionary computer scientists. The company has evolved to become one of the world’s largest software companies with more than 18,500 employees in more than 50 countries. We provide security, storage and systems management solutions to help our customers – from consumers and small businesses to the largest global organizations – secure and manage their information-driven world against more risks at more points, more completely and efficiently than any other company.   Our 2014 customer satisfaction goals were to decrease response times from 9 minutes to 6 minutes, move our team from a shared resource “hybrid” model to a dedicated team for Social Response, extend our hours of coverage from 12 hours a day to 24x7, increase our reach by expanding to areas outside of our branded properties, and develop a metric for gauging customer sentiment conversion trends. Through strategic planning, including continued use of Lithium Social Web, we were able to: Reduce response time to just about 5 minutes. Launch 24x7 coverage with our newly formed full-time dedicated response team. Expand support response coverage to Google Play, YouTube, Amazon Reviews, and many popular forums and blogs across the internet. Develop an innovative scoring system that averages the score of sentiment conversions allowing us to track the trend of our ability to delight customers and to ensure that as we grow we continue to focus on maintaining or improving customer satisfaction. Move from English only support to now include Danish, Dutch, French, German, Italian, Portuguese, Spanish, Swedish, and Russian – on both Twitter and Facebook. Generate reports that get distributed on a regular basis to the entire Norton Business Unit.   Sentiment Conversions and Time to Response have always been our driving factor. We want our customers to be thrilled with our engagement so we ensure that all of our metrics and KPIs reflect what we can do that benefits the customers. We want our customers to know that we care for them even after we have won over their business.      Using Sentiment Conversion tagging that we developed for use with LSW over the last year, we were able to show visual representations on our monthly reports. Using a system that translated the type of sentiment conversion in to a tangible score, we were able to create an average score that represents our success in delighting customers, further allowing us to track the trend. We were able to streamline our response time by moving to a full time team (in February) and balancing our scheduling around hourly volume trends.   Last year we had an 80% increase in individual cases and responses, at the same time we slightly decreased in ‘noise’, 50% increase in Positive Sentiment conversion, on over 14,000 cases handled in over 160,000 conversations monitored.    
Company: SANE Australia  Entry submitted by: Faruk Avdi (faruchidor)  Director – Digital, Service Design & Technology Community: SANE Forums  (www.saneforums.org ) Lithy category: Excellence in Customer Satisfaction     SANE Austra... See more...
Company: SANE Australia  Entry submitted by: Faruk Avdi (faruchidor)  Director – Digital, Service Design & Technology Community: SANE Forums  (www.saneforums.org ) Lithy category: Excellence in Customer Satisfaction     SANE Australia is a leading mental health charity. It is devoted to helping all Australians affected by mental illness lead a better life -- through support, training, and education. SANE began its operations almost thirty years ago, and its award-winning information services and Helpline are highly regarded.   In 2014, our customer satisfaction initiatives were as follows: The release of anonymous, moderated online peer-to-peer support services for people affected by mental illness, in the form of two online communities: one for people living with mental illness, and one for family, friends and other carers An innovative Partner-and-syndicate model (the first to our knowledge in the health sector) involving syndication of the communities to 15 other not-for-profit service providers (See: https://saneforums.org and then http://saneforums-access.org/t5/custom/page/page-id/Forum-Access for partner versions. By ‘syndication’ we mean the communities are ‘embedded’ in partner websites, taking on their branding, and seamlessly available via primary navigation. Partner organisations are also enabled to publish their own content via custom components within the communities, see: http://mindaustralia.saneforums.org/t5/Our-experience-stories/bd-p/le-forum-0001 for an example) A mobile customisation of the services mentioned above (Lithium mobile version 1), integrated into SANE’s website menu and adopting branding elements for partner versions.   The most important customer issues SANE Australia was looking to solve via its Lithium implementation were: Providing a moderated and anonymous online peer-to-peer service to all people affected by mental illness, in all locations of Australia, including those isolated by distance or other factors A service covering the full spectrum of mental illness, but focused on the person, not the diagnosis Creation of strong and welcoming communities Enabling members and non-members alike to safely obtain and discover quality peer support and information, which empowers them to deal with mental health issues Contribute to the improved mental health of Forums users Enable discovery of the service via trusted relationships formed within pre-existing (offline) communities   SANE Forums has been designed as a service, end-to-end, utilising user-centred design. User-centred service design helped SANE identify potential difficulties in discoverability of the service (with only a small budget for marketing).   This led to the design and eventual delivery of the partner-and-syndicate model referred to in Q1. This model allows individuals in the community to discover and participate in SANE Forums via a trusted context of an organisation they are already familiar with. This has extended the reach of SANE Forums to tens of thousands more individuals.   This partner-and-syndicate model has had many collateral benefits. Taken together they demonstrate a ‘gold-standard’ approach in the mental health sector: Between 60% and 75% of users are obtaining the intended benefits of the service THE Community Health Index (CHI) of SANE Forums sits around 500-550 since the launch of the forums in August Nearly 30% of service traffic has come in through partner websites The service is free-of-charge to partner-organisations in return for a contribution of hours and/or expertise into the pool of moderators, thus increasing the specialist advice available via the forums Organisations in an underfunded sector are able to leverage expensive world-class technology, pooling efforts and expertise    SANE Forums is unique in Australia, providing the first non-diagnosis-specific, online peer-to-peer support service for people living with mental illness, and the first truly national and viable online peer-to-peer support service for families, friends and other carers.   ‘I so truly love that I can honestly share a little of me here and be privileged to read and know of others stories. Thank you Sane and all the people here sharing. I feel a glimmer of understanding and connection in this forum that I have not felt before.’ -  Member, Lived Experience Forum    ‘ Hi Everyone, Just wanted to let you know how helpful I have found the information posted here. My husband has major depression and has been receiving treatment in a clinic. This process was a stressful one for us both, including the time leading up to the hospital stay.   As a result of your input, I have found myself being far more assertive and proactive … and I have made contact with carer support organisations and have a couple of referrals in for programs for both myself and my husband.   Thankyou for helping me navigate a way through/ into the system!’   - Member, Carers Forum   SANE Forums was funded by the Australian Government, Department of Health and launched in August 2014. The service has exceeded all expectations and metrics set by the Department for visitation and usage. Within seven months of the launch and as at 21 March 2015, SANE Forums have had: 32,141 unique visitors 8,700 visitors from rural, regional and remote areas (estimate) 1,002 members 265 members (27%) from rural, regional and remote areas 10,795 comments posted 339,366 pages of comments and information viewed 101,334 pages of comments and information viewed via smart phone Almost one third of users (28%) have accessed the service through our partner organisations.   Registrations for the service have very steadily increased since launch. An initial seeding and testing pool of 300+ members helped launch a warm and welcoming service, vibrant with helpful discussion, from day one.   Member registrations per month   The service remains non-diagnostic in focus, and uniquely available to people experiences health issues across the full spectrum of mental health issues.   Content analysis in an Evaluation conducted on the service found a great diversity among members, with 29 different diagnoses discussed across the Carers and Lived Experience Forums.   Common non-diagnosis specific discussion themes include the following: Issues Carers Forum % Coping with mental illness and symptoms of loved ones 60% Navigating mental health systems 45% Refusing treatment 40% Relation breakdown/conflict 40% Stress/worry/anxiety 30% Lived Experience Forum % Symptoms 63% Assessment/treatment 40% Medication 47% Relationships 41% Stress/worry/anxiety 26%   Both communities are showing various signs of good and growing health, including a CHI score hovering between 500 and 550, and the vast majority of comments being posted by and in response to community members:   Member and moderator generated posts % In terms of the primary purpose of the service, early indications look very promising. The highest-rated themes reported by respondents to the recent Evaluation survey were: Safety Connection Less stigma Feeling supported by peers   The fostering of these elements will assist in continual growth and participation of members and the overall sense of community. Evaluation findings also show that mental health benefits are emerging. Increased mental health literacy and empowerment were highly rated across both communities.   Repeat visitors to the service average 25-30% per week. Average session durations on the forums averages above 10 minutes per session. The Evaluation referred to above has many positive statistics indicating the service is becoming an important resource for people living with mental illness, and for families, friends and other carers in Australia.   To share some statistics from just one category, concerning ‘access to reliable information, advice and referral drawing on the vast experience and expertise of peers as well as that of experts in the field’, the Evaluation found: 88.9% of survey respondents from the Carers Forum and 64.4% from the Lived Experience Forum agree that they can find advice and support that is suitable and/or relevant for their needs 81.5% of survey respondents from the Carers Forum and 80% from the Lived Experience Forum agree that they have gained new insights through hearing about other people’s experiences 51.9% of respondents from the Carers Forum and 48.9% from the Lived Experience Forum agree that they have used information resources (links, phone numbers and other) provided in discussion threads 55.6% of survey respondents from the Carers Forum and 48.9% from the Lived Experience Forum agree that they’ve learned new practical strategies 37.0% of survey respondents from the Carers Forum and 31.1% from the Lived Experience Forum agree that they have accessed services recommended by members and/or moderators   These statistics show that the service is making a real difference in people’s lives.   This marks a turning point for online, peer-to-peer support services in Australia.   All of this has been made possible via the efforts of talented and caring people from Snaffle Web, Isobar, Persistent Systems and Lithium, and with Lithium's platform and ongoing generous support.  
Company: giffgaff Entry submitted by: Gregg Baker  (gregg)  Head of Community Community: giffgaff Community  (http://community.giffgaff.com ) Lithy category: Support Savings MVP     giffgaff, founded 5 years ago and known as “the... See more...
Company: giffgaff Entry submitted by: Gregg Baker  (gregg)  Head of Community Community: giffgaff Community  (http://community.giffgaff.com ) Lithy category: Support Savings MVP     giffgaff, founded 5 years ago and known as “the mobile network run by you”, utilizes Lithium to provide a first class experience for our members. At giffgaff we like to do things differently. We don’t believe in having shops on the high street, call centers you have to ring for help or generally just making life difficult for people. Instead we are online only and pass on the savings to our members.   ‘giffgaff’ itself is an ancient Scottish word meaning mutuality and from day one we ensured we founded a business built on mutual relationships and understanding. We built the business around having a community at the heart of it, suggesting ideas, helping each other and keeping us real. This allows us to operate a very lean business and pass on the savings to our members. Lithium as a platform allowed us to facilitate that and evolve our thinking even further.   Our community provides first line support for our business by utilizing the Lithium platform. Members answer support questions, create knowledgebase articles and even create tutorial videos. We utilize standard platform features as well as embedding a tool to ask the community on our product pages.  We empower our Community members to be powerful advocates for us, driving acquisition, while also giving them the tools and the channel to be our front line support. Reflect on that for a moment, our members provide all support for us (apart from private account related issues). As a result, we have  seen a contact rate from our customers of once every five years.   Community members write the articles that go into our Knowledge Base, they help create the video tutorials taking members through difficult set ups and they are on hand to answer member questions, with an average response time of just 90 seconds (that's well under the average of 11 minutes for call centers). Typically tracked in minutes or even hours, our Community can solve a situation in seconds and then have that solution seen by at least 50 other people a month.   On average we receive 10,000-11,000 questions a month, of which the solutions are viewed at least 500,000 times a month. That’s a lot of calls deflected. We estimate savings in the region of $35M a year thanks to all of the amazing work our Community does. The best part is that members are happy with the responses they receive, in fact so happy we even picked up an award from ‘Which?’, that’s a pretty big deal here in the UK. We even found a way to add some giffgaff charm to that by letting one of our Community members go and accept the award on our behalf.   We truly believe we have a better way of providing customer service and so far satisfaction scores of over 80% would agree.