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Past Lithys (old format)
Check out Lithy entries from previous years.
Company: SS&C Advent Entry submitted by: Ellen Pun (Community Manager) Community: Advent Community Lithy Category: Community Design of the Year   SS&C Technologies, Inc. provides mission-critical software and software-enabled services ... See more...
Company: SS&C Advent Entry submitted by: Ellen Pun (Community Manager) Community: Advent Community Lithy Category: Community Design of the Year   SS&C Technologies, Inc. provides mission-critical software and software-enabled services for the global financial services industry. SS&C has more than 7,500 employees worldwide, located in the Windsor, Connecticut headquarters, and offices throughout North America, Europe, Asia Pacific, and Australia. SS&C provides the global financial services industry with a broad range of highly specialized software, software enabled-services and software as a service (SaaS) solutions for operational excellence. We deliver mission-critical processing for information management, analysis, trading, accounting, reporting and compliance.   Our community goals   Advent Community is intended to help our clients solve their problems through a variety of different channels. The community acts as a hub for content, connecting people, and a platform for interaction. It is a place for two way flow of communication between Advent and the ecosystem we interact with. We want to be able to connect our users with personalized and relevant content and capture feedback to help improve our software, services, and our community experience. It is our intention to make information and answers easy to access, with support, particularly phone support, being the last resort. We want our users to be able to share their thoughts with their peers and with Advent and know that they will be heard.   The design elements that make our community stand out   We designed community to be able to provide an easy way to access the information users are looking for while providing transparency into the future of our products.   We publish our product roadmaps on Community. Each product roadmap item is linked back to the product’s idea exchange, directly to the idea. We’re able to highlight which roadmap items originate from community members and we make it easy for others to comment and vote as well. By publishing Advent-originated items, we invite comments and questions from users about why features are important. Users are not only able to see the direct impact that they have on our product but we believe that knowing specifically where the product is going can help make the decision to upgrade an easier one.   We also publish our products’ known issues (called Fixes & Requests, or F&R) in an effort to be transparent and to help divert support requests. While the UI of these pages runs on Kendo UI, the backend of the page is a hidden Lithium discussion board. Each F&R item is posted as a topic to the board associated with the product. By leveraging the subscription capability of Lithium Discussions, users are updated when the product team makes an update rather than needing to start a support case.   We’ve made improvements to our site header and menu. We added “quick action” buttons to the header to start a new discussion post, create a new idea, or start a new support case. We highlighted these frequently used actions in order to help lower the barrier to engage. We’ve also added the ability to set and indicate your product version in the menu. By knowing what matters to the user, we’re able to deliver the most relevant content in search results.   How we executed our community design   We are always actively collecting feedback from clients both in person and online. Our CSM team incorporates a section on Community during their client quarterly business reviews. We speak with clients about Community during our annual client conference. During our session, we showed previews of upcoming ideas for improvements and often modify these ideas based on the conversations we have about them. We were able to survey s on different areas of the site to learn which areas of the site needed the most improvement. Most importantly, we collect information from the Feedback board on Community.   The Community team aggregated the feedback and brought it to our internal UI/UX team to ensure that we were not only creating a better site experience but one that was consistent with the look and feel of the Advent brand. The common color palate and use of shared technology platforms provide s with a consistent and seamless transition when moving between our software and Community.   Kendo UI’s intuitive design of the filters, groupings, and the clean aesthetic make the grids a great way for us to organize and sort through the large amounts of data that live within Fixes & Requests and our Product Roadmaps. We first applied the Kendo UI to our support case portal. After it was clear that it was intuitive to use, we then rolled it out to Fixes & Requests and the Product Roadmaps. Now that other internal teams have seen the benefits it has been integrated into future designs for other parts of our Community to be integrated later this year.   Our metrics   A large part of our site design is focused on the ability to surface relevant content as you browse different parts of the site. We also want to make your frequent actions easy to access.   We allow users to mark their favorite products with a star in the products menu. Starring the product not only makes the product easier to access within the menu, but it subscribes you to that product’s discussion board. Upon logging in, the primary part of the home page is focused on the user’s subscriptions. Updates to discussions about the products you use are front and center on the page.   To take that a step further, users have the option to set the product version they use. We store that information and use that to better surface relevant content within search results. By default, we’ll list information about the newest product version first but we don’t want users to have to sift through multiple results if they’re not using the latest version. Currently, 25% of our active user base has set product preferences. We redesigned and released our new-user experience last month which prompts and encourages users to set these preferences. We hope to see this number increase with time.   Our Fixes & Requests boards allow users to subscribe to over 23,000 product updates. While these settings and subscriptions (and discussion and idea subscriptions) allow us to better deliver information to users, we may have made things too easy to come. We’ve found that while many have subscriptions set up to their advantage, they are consuming the information via email rather than logging in. We actively post webinar recordings and other items that users can only access upon logging in but continue to work on campaigns to drive visitation and log in.   Home page with Subscriptions and Quick action buttons       Fixes & Requests and Subscription Ability     Product Roadmap with Client and Advent Ideas     Product Menu with Product and Version settings        
Company: MicroStrategy Entry submitted by: Daphne Tan (Market Engagement Manager) Community: MicroStrategy Community Lithy Category: Excellence in Customer Satisfaction   MicroStrategy provides business intelligence solutions by empowe... See more...
Company: MicroStrategy Entry submitted by: Daphne Tan (Market Engagement Manager) Community: MicroStrategy Community Lithy Category: Excellence in Customer Satisfaction   MicroStrategy provides business intelligence solutions by empowering organizations to make sense of large data volumes, get answers to their toughest business questions, and build beautiful data visualizations.   Our customer satisfaction initiatives    MicroStrategy provides business intelligence solutions by empowering organizations to make sense of large data volumes, get answers to their toughest business questions, and build beautiful data visualizations. Our community offers users, partners, and customers a platform for peer-to-peer support at any time across the globe. In 2014, we only had about 300 active users. Today with our Lithium-powered community, we have about 17,000 active users and 63,000 registrants.     At the end of 2014, we had just transitioned from our forums to the Lithium. Our challenge in 2015 was to make the community one of the channels through which our customers felt connected and supported. Prior to our transition to Lithium, our forums lacked ease of use and did not facilitate conversation or collaboration. We did not know how vast the MicroStrategy user network was or could be.   Additionally, our tech support staff was overwhelmed, not having enough hands or minutes in the day to troubleshoot the same basic questions over and over. Time and energy was not going to the cases and questions that mattered and there needed to be better management of tech support resources. We wanted to make our technical notes and solutions searchable, so that any user could google something and find his/her answer right away.     Within the overarching goal of facilitating a greater customer care were underlying objectives of gaining user trust and developing a stronger online presence. We hoped the community would better resonate with our customers than the forums did and offer them a space for industry connections to form. Anything that could offer users and customers a sign of life or suggest potential engagement was a clear need.     Ultimately, we wanted to make 2015 the year of the customer: we wanted our customer service to keep pace with our most dynamic product release that became generally available that summer.     Improving technical customer support & reducing support costs   In particular, we wanted to improve technical customer support and reduce support costs through the community. Improving upon technical customer support by transforming the online customer experience would ultimately reinforce Microstrategy's engagement strategy across the organization.   Every community post and response became a touchpoint for us, making our organization ever more personable and approachable. For an enterprise technology organization as large as ours, it is crucial to ensure that users know that on the other side of the community, MicroStrategy indeed is listening. The community reoriented our customer service methods by giving us an opportunity to leverage social listening.     By partnering with Lithium, we were able to launch a vibrant community that improved responsiveness and support costs through increased user engagement. Support now operates at a much larger scale. MicroStrategy’s use of the community began and continues to be about meeting the needs of customers. We place the community on the forefront, prioritizing it as a channel through which customers can vocalize their thoughts and needs. Every single MicroStrategy customer uses our community. With the help of Lithium, we are able to bring the online and offline interactions with MicroStrategy into one seamless experience and change the way others view our customer care organization.   Our metrics   Lithium’s data-driven approach to community through Value Analytics allows us to measure the results of our community implementation and the overall impact it has had on our business. The survey pop-up gave us an opportunity and mechanism to measure customer satisfaction (CSAT) and call deflection.   Our indirect call deflection satisfaction data shows that 61% are satisfied or very satisfied with their overall experience on our community. 85% of those visiting our community are seeking information, 72% of them actually find what they’re looking for, and 23% are likely to contact MicroStrategy if their question wasn’t answered through the community.   Our Value Analytics data further shows a 15% increase in case deflections since we rolled out our community, proving that our community helps reduce the volume of customer cases. To calculate case deflection, we created our own formula where we use accepted solutions and a factor of solution views. This has enabled us to show our executives the value from the support side of our community. At our annual conference in Miami, we’ve been able to get a better sense of where the community stands among our users. We brought together a number of our community superusers physically in the same location for the first time ever. All in all, users are satisfied and more well-connected with MicroStrategy with Lithium’s platform and incorporation of gamification. They feel more valued and connected with not just MicroStrategy, but one another.  
Company: Telenet NV Entry submitted by: Geoffrey Ramon  (Social Media Lead) Community: Telenet Community Lithy Category: Excellence in Customer Satisfaction   Telenet’s purpose is to help and inspire our customers to make the most of ... See more...
Company: Telenet NV Entry submitted by: Geoffrey Ramon  (Social Media Lead) Community: Telenet Community Lithy Category: Excellence in Customer Satisfaction   Telenet’s purpose is to help and inspire our customers to make the most of life and business in the digital world, and to do so wholeheartedly.   We brought superfast broadband to Flanders, we made phone calls via cable cheaper, and we made digital TV the standard. Telenet introduced its customers to a world of new possibilities.   Technologies which were in their infancy only yesterday are now accepted as standard. Customers don’t have to think about them;  they just want to get on with things.   If you are supported by exceptional services, you can let yourself go completely in what you want to do. Infinite possibilities help you focus on opportunities.   Families discover a completely new style of entertainment where they can watch what they really want to see, anytime, anywhere. Businesses are also discovering new opportunities as Telenet helps them to fully embrace the digital world.   Opportunities to make the most of life and do what we wish wholeheartedly and share it with others.   1 year of an amazing customer experience   Within Telenet, our mission is to make it our customers as effortless as possible. One our strategic pillars is to deliver an amazing experience, whether it is through our products or along the customer journey. To emphasize this, a separate department was founded 'Ace' = Amazing Customer Experience. Following from customer insights an intensive multi-year program was set in place, that allows us to visit all of our customers to fix inhouse connectivity issues, as this is the biggest grievance of customers.   Bearing the customer effortless and an amazing experience in mind. It brought us to being the N°1 Social Devoted Brand on Facebook in Belgium since June 2013 and belonging to the top 500 Socially Devoted companies in the world.   We’ve learned that there is a good appreciation in the market from our customers, prospects and opinion leaders on social media (acknowledged by www.socialbakers.com).   Resulting from, amongst others, these excellent results and keeping the effortless/ ACE in mind Telenet was ready to take on the next level in its social maturity by launching its own branded platform powered by Lithium in 2014.   As from the start it was made clear that the Telenet Community Forum needed to be an addition to the existing customer proposition and not a replacement. The main focus is out of boundaries support by a peer to peer community and being a home for internal and external beta tests.   Throughout the first year we achieved a great success in consumption, unique visitors and registrations.   But most of all, from the very start, we noticed an analytical but positive mindset from the community members towards each others and towards new members. Best illustrated during our latest price adjustment, we saw a neutral-objective tone of voice. A self- regulating base has been made for our future superuser program .      The issue that we are looking to solve with Lithium   Together with the growth of the approachable social media accounts, so grew the out of boundary questions towards Telenet.   A growing number of connected devices with specific settings and operating systems “Out of the ordinary” set-ups of connected audio and video devices together with our inhouse modems/routers and their specifics Numerous “internet of things” that are way out of our (company) league   All of these challenges needed a centralized, searchable and Telenet-branded approach, as an addition to our existing customer propositions.   From 2014, we were able to redirect customers towards the Telenet community. Both our spoken and our social media team had a specific solution towards our customers for all of their “out of boundaries” questions, resulting in linked traffic between social media and The Telenet community. 
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 commu... 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: Rogers Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager)  Community: Rogers Community Forums Lithy Category: Excellence in Customer Satisfaction   Rogers Communications is a diversified Can... See more...
Company: Rogers Entry submitted by: Margaret Tsuji (Community Forums and Social Media Support Manager)  Community: Rogers Community Forums Lithy Category: Excellence in Customer Satisfaction   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 2015 customer satisfaction initiatives   Rogers made a $100 million commitment in 2015 and another $100 million in 2016 to customer experience improvements overall. One of our goals is to deliver the best end-to-end customer experience with minimal customer effort.   We adapted support models to customers’ mobile habits, so customers can get service on the digital and social platforms where they already spend time. In 2015, we made the quantum leap to offer support 24/7 for our customers through social media. We are still the only major Canadian telco to do so.   In partnership with Facebook, we were the first telecommunications provider in the world to offer customer support through Facebook Messenger. Customers can reach us through Facebook Messenger to ask questions, make changes to a plan, update an account, set up a new line and more.         Customers have the ability to respond at their convenience and keep track of the conversation just like they would with their friends.     Leveraging LSW has allowed us to seamlessly and efficiently respond to support requests on Facebook and Twitter, resulting in an average response time of 30 minutes or less. In fact, our goal for 2016 is to achieve an average response time of 15 minutes or less. LSW has also helped us better understand our volume and traffic patterns so we can make operational changes to better serve our customers. In order to support Facebook Messenger, we drastically increased the size of the team and were able to rely on the scalability of LSW to do so.   Our response time has steadily decreased and we have earned the “Very responsive to messages” badge consistently on our Facebook page:   How Lithium helps us solve customer issues   We want to make it easy for our customers to get help. More than 16 million Canadians are on Facebook every day, so it makes perfect sense to bring service to them -- when and where they want it. Now, our customers can message us on Facebook Messenger, ask questions, make changes to their account, and get their problems solved without waiting on hold.   Rogers has seen a significant increase in customer satisfaction metrics for social media support, and attribute part of this to the support customers are receiving from Messenger.   NPS has increased since the launch of Facebook Messenger. In fact, the Social Media Support team has the highest NPS score of all consumer contact channels at Rogers! Furthermore, customer complaints, as reported by the Commissioner for Complaints for Telecommunications Services (CCTS) declined faster than all key competitors, down 26% in 2015 and down 50% over the past two years. At the time of this submission, the Mid-Year Report from the CCTS was just released: The Mid-Year Report lists the number of complaints received from the customers of all Participating Service Providers, and shows a substantial decrease in the proportion of complaints received from customers of Rogers. “Although Rogers still had the second-most complaints, it generated 65% fewer complaints in the first half of this year than in the same period last year. We applaud Rogers for the time and effort it has invested in working with CCTS to reduce the number of customer interactions that require recourse to CCTS, thus improving the customer experience for its subscribers. We encourage all of our Participating Service Providers to make similar efforts.” In our first month alone, we had over 70,000 customer interactions on Messenger. As we continue to invest in personalized, online and self-service options, contact volumes have declined by almost 13% in 2015.    
Company:  TELUS Entry submitted by:Scotty Jackson (Sr. Strategy Manager) Community: TELUS Neighbourhood Lithy category:  Community Design of the Year   TELUS is Canada’s fastest-growing national telecommunications company, with ... See more...
Company:  TELUS Entry submitted by:Scotty Jackson (Sr. Strategy Manager) Community: TELUS Neighbourhood Lithy category:  Community Design of the Year   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 Community Goals   Since its launch in 2013, the TELUS Neighbourhood has been focused on providing support content and conversations to users with the goal of offsetting live contact, expanding scope of support through crowdsourced content, and connecting customers more deeply with each other and with TELUS.   A Standout Responsive Design   The TELUS Neighbourhood employs a very deep digital standards guide developed by TELUS to guide all of our online experiences. In this way, our brand becomes a platform from which all experiences emerge, making our community immediately visually familiar to users.   We have employed the use of Lithium responsive (and our own customized approach to responsive before that) to extend that familiar experience across all devices, making an optimized mobile experience and bringing consistency of experience across screen sizes.   We leverage digital assets and design to make for a delightful and outcome-oriented community. Our standards make for a very clean presentation with no clutter, the focus being to provide users with what would satisfy their real needs. Some examples are the different navigational elements in place, designed to let our users get to the information they want as quickly as possible, with current and relevant content easily surfaced for the user.   How We Built our Custom Redesign   In late 2014, to employ brand standards and to match with a newly redesigned telus.com, we built a custom redesign of the Neighbourhood, using the Lithium API to push and pull content with a responsive frontend. While this achieved the use of our digital standards, it came at the cost of a wide number of features and performance. To address this, we became active in the Lithium responsive beta program in mid-2015.   In concert with the Lithium team, we undertook a deep inventory of components both operationally in place or desired. Comparing that inventory to the Lithium component set, we developed a plan to marry initial intent to existing components, striking a strong balance between standards, customization, and best practices.   We then embarked on a wireframing exercise to lock down the relative position of elements, leveraging the digital standards guide to direct look and feel. Through this, we further identified opportunities to optimize for experience and sustainability while still keeping the spirit of our digital standards adhered to.   We released for the first time in January 2016, and have since done a number of subsequent publishes to continue to refine the experience to significantly positive response and engagement from our users.         Our Q1 2016 Design Excellence Results   A summary of the benefits realized in Q1 2016:   28% YoY growth in traffic (comparing Q1 2016 to Q1 2015) > 330,000 unique community visits Over 47% of traffic from mobile/tablet (vs. ~34% mobile traffic in late 2014) 286% growth in kudos given (comparing Q1 2016 to Q1 2015) Offsetting of over 66,000 live contacts (call, email, web chat, or store visit) $3.6M in annual operational savings
Company:  TELUS Entry submitted by:Scotty Jackson (Sr. Strategy Manager) Community: TELUS Neighbourhood Lithy category:  Support Savings MVP   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:  Support Savings MVP   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.   Reimagining our Social Strategy for Customer Care   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. We paired this team investment with LSW, which we use to listen and engage across Twitter and Facebook, and redesigned how we workgroup and flow potential cases. Most significantly, we also onboarded more teams internally to LSW, including Marketing Communications and PR, enabling better collaboration and swifter auctioning of support opportunities. With 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).     Organizational Efficiency Through LSW   Through focused use of LSW and the redefinition of our operational team’s skillsets, we have consolidated a number of job functions within operations from our Marketing Communications team, and have further enabled the collaboration between operations, Marketing Communications, and PR teams. We have enabled efficiencies, reduced hand-offs, and optimized the customer experience by getting support opportunities identified and handled faster, also recognizing that experience and brand conversations often become support opportunities.   Leveraging both operations team expertise and the fact that more teams and functions were onboarded to LSW, we were able to further rethink team functions for efficiency, and maximize the value of our new operations team by consolidating some of the functions previously executed on by other teams.   Our Q1 2016 Support Savings Results   A summary of the benefits realized in Q1 2016:   $3.6M in annual operational savings Offsetting of over 66,000 live contacts (call, email, web chat, or store visit) > 11,000 Twitter and Facebook conversations and over 30,000 responses sent 80% of Twitter conversations responded to un 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
Company: GoPro Entry submitted by: Jeff Terrell (Director, Support Community) Community: GoPro Support Hub Lithy category: Community Design of the Year   GoPro, Inc. is transforming the way people visually capture and share thei... See more...
Company: GoPro Entry submitted by: Jeff Terrell (Director, Support Community) Community: GoPro Support Hub Lithy category: Community Design of the Year   GoPro, Inc. is transforming the way people visually capture and share their lives. What began as an idea to help athletes self-document themselves engaged in their sport, GoPro has become a standard for how people capture themselves engaged in their interests, whatever they may be. From extreme to mainstream, professional to consumer, GoPro enables the world to capture and share its passion in the form of immersive and engaging content.   Our community goals   GoPro’s mission is built on the idea that when you create the tools to help people capture and share their lives, something magical happens. Their shared content inspires others to get out there and do the same. We call this “The GoPro Movement” and it’s a testament to our inspired customer community and the world’s interest in participating. As stewards of this movement, it’s our job to make it easy for the world to join in.   When we launched the GoPro Support Hub, our goals were tied directly to this mission. Specifically, we wanted to build a platform that did three things:   Places GoPro enthusiasts at the center of a support community designed to inspire them and invite increased engagement. Engages audiences and enlist superusers to contribute value to the community by answering member questions and developing an emotional bond with our members at scale. Assures that our platform, trusted content, and incentives provide the unified foundation for this program that embodies the values of our trusted brand.   Ultimately, our goals for the GoPro Support Hub are tied to acquiring and engaging customers to experience our brand, giving those customers dynamic support and learning opportunities from both GoPro experts and experts within our customer base so everyone can get the most out of our products and services, and celebrating our members and sharing the content and knowledge they’ve developed.   Within GoPro, we often use the word “stoked” to express when we’re excited about something. The GoPro Support Hub is our way to help spread the stoke.   The design elements that make our community unique and stand out from the rest   Featured Search Bar Nearly all platforms have a search function, but for the GoPro Support Hub, we decided to bring that front and center and invite the user to “Find a solution. Share a solution, Ask a question. Stay stoked.”     Navigation Grid In addition to a traditional navigation tree, we built a more visual six-panel interface that encourages users to dive into our five key product categories, or into our in-house produced video tutorials. Each panel responds interactively to the user with engaging lifestyle images as the user mouses over, creating a dynamic experience that demonstrates the types of shots the user can capture with the products in that category.     Product Carousel Within each section, users find an image carousel of all of the products available in that category. Posts are automatically tied to a specific product based on labels the poster selects, giving other users the option to read and reply to posts on a category level, or to apply a visual filter so they only see posts related to the specific product they are interested in.     Profile Hovercard Designed to help members recognize and connect with each other, the profile hovercard feature is a pop up that appears whenever a user mouses over another user’s name. The card presents the other member’s username, avatar, rank and badges, core user stats, and the option to send the user a private message.     Badges Our badge system is customized in a very GoPro way. With names like Conversation Starter (new threads), Nailed It (solutions), Hi-5 (kudos), You’re It! (tags), Dishin’ Out 5s (kudos given), and Wingman (replies), and descriptions written to reflect our unique brand, we want to motivate users to keep earning badges so they can find out what the next one will say.     How we executed our community design   The GoPro Support Hub was designed in partnership with our Customer Support, Creative, Software & Services, and IT teams. The design is based on our company’s design perspective that great design doesn’t need to draw attention to itself. Our goal is to keep the aesthetic clean, simple, elegant, and understated.   Core to these goals, and in support of our mission to make it easy for people to capture and share engaging content, we deliberately decided to feature images of and by our customers wherever we can. In fact, GoPro products rarely appear in the lifestyle images found on the GoPro Support Hub. Our focus is on what people can do with GoPro products, not on directly marketing the products themselves.       With the foundational elements decided, we focused on integrating the GoPro Support Hub experience into the main GoPro.com site. We’ve done this in a number of ways:   1. Integrating the user’s already-established GoPro profile from the main site into the Support Hub via an SSO pull. This allows the user to have a seamless experience across both platforms.     2. Featuring the Support Hub on the GoPro.com Support page, which is accessible from the main header navigation on every GoPro.com page.     3. Integrating Support Hub content into our on-platform knowledge base so users with questions can find both GoPro-created articles as well as posts by our expert users.     The final step of our design process was to assure that we are embedding the GoPro Support Hub with a personality that matches the GoPro personality by assuring that our moderation team engages with our customers in a consistent and on-brand manner. Through trainings and regular team meetings, we are working to leave our users with the feeling that the GoPro Support Hub experience is authentic, friendly, inspiring, and even innovative.   Our metrics   In the first six months since the launch of the Support Hub, we have seen the following growth in our Traffic and Engagement stats [please note that these numbers are expressed as a compound monthly growth rate over the period]:   Unique Visitors – Grew 37.5% each month Total Visits – Grew 36.9% each month Total Posts – Grew 7.3% each month Views of Accepted Solutions – Grew 72.7% each month   Other engagement measures are also showing strong growth. These results are for the first quarter of 2016 vs. the prior quarter:   70.3% increase in the number of users starting a topic 75.8% increase in the number of users having a post they’ve written marked as an Accepted Solution 77.6% increase in the number of users who have given another user a Hi-5 (kudo) 56.4% increase in the number of users who have received a Hi-5 (kudo)
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Marketing Champion   AmBank Group is one of Malaysia’s prem... See more...
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Marketing Champion   AmBank Group is one of Malaysia’s premier financial solutions Groups with 40 years of legacy in understanding Malaysian customers and provides a wide range of both conventional and Islamic financial products and services. While AmBank Group continues to grow dynamically and gain recognition as Malaysia’s preferred financial solutions group, its strategic partnerships with key global players has paved the way for greater international connectivity. Complementing its strong reputation as a key financial solution provider in Malaysia, its partnerships with Australia and New Zealand Banking Group (ANZ), Insurance Australia Group (IAG) and MetLife Inc has brought new energy and value in how the Group conducts its business to better serve its markets.   TRUE by AmBank, a solution designed for young professionals, is a new addition to the AmBank Group family and comprises not only of a TRUE Everyday Banking Kit (debit and credit card) but also the first bank in Malaysia to offer a digital community platform – TRUE Lab.   The TRUE by AmBank Story:   About two years ago, a group of young professionals sitting in an office in the city of vibrant Kuala Lumpur came up with an exciting concept to bring a fresh new perspective to banking.   The target market? Quite simply, young professionals. Thus came the creation of TRUE by AmBank, which was developed with the support of parent company AmBank (M) Berhad, one of the largest financial institutions in Malaysia, to attract an emerging and influential segment with strong purchasing power as well as abundance of ideas who’ll soon be shaping the future of the economy and the world.   The TRUE by AmBank brand consist of two concepts - The TRUE Everyday Banking Kit and TRUE Lab, Malaysia’s first digital, crowd-sourcing platform, designed to listen to the needs of young professionals (YPs) and banking customers nationwide.   Our unique promotion and goal   The TRUE Potential Campaign As part of the introduction to TRUE Lab, we designed a campaign to leverage on the power of online community to empower and engage in conversations with our target segment – Young Professionals.   The campaign concept was developed from insights that many Young Professionals are not exploring their true potential to have a more fulfilled life – and this could mean being a better human being or perhaps even a change in career path.   The goal was to crowd source participant’s untapped potential and dreams while sparking conversations and steer the community to actively engage in dialogues on TRUE Lab.   The campaign utilized the Lithium platform for participants to submit their entries on the ideation page, share and invite their family and friends to vote.     Our tactics and strategy for promotion   We went to the streets of Kuala Lumpur and quizzed Young Professionals on their dreams, goals and ambitions, only to uncover that most professionals stop pursuing their TRUE potential because of the rat race or money.   To create awareness, we developed an ad campaign targeted to the online digital space: ie YouTube, Facebook, blogs, Google, LinkedIn, Nom Nom and featured prominent Malaysian bloggers to entice those dream seekers to join TRUE Lab and share their ideas with their family and friends and invite them to vote or kudo their submissions. The kudo function was a factor in our judging criteria as the most popular ideas were then curated into the semifinals of the judging process.   The strategy of this campaign was to encourage users to share their dreams and aspirations, with the aim to get users to be familiar with using their voice in the community for future crowd-sourcing initiatives.     Campaign Results   The marketing ringgit spent on Facebook PPLA, Facebook PPVA, YouTube pre-roll ads and Google Display Networks proved to be effective when there was traffic driven to TRUE Lab, which resulted in the increase of membership registration and participation of the campaign. From this campaign alone, we received: 146,502 page views, 80,852 visits, 67,834 unique visitors, 1,309 new members 256 ideas and 1358 kudos Facebook - 9,153,793 impressions LinkedIn – 99,026 impressions YouTube – 1,059,607 impressions, 232,448 views, 171,858 unique viewers YouTube Masthead (Mobile) – 135,781 clicks, 7,115,162 clicks         YouTube Trueview Results over six-week period     Nom Nom Promoted Content (Blogs)   Impressions: 4,875,796 Clicks: 5,273       Key Learnings People loved the videos! – Facebook PPVA (Page Post Video Ad) achieved higher results than PPLA (Page Post Link Ad) with larger audience engagement level Mobile capability was essential to this campaign. Having a YouTube masthead for mobile helped increase clicks since it reached 2.8x more impressions than the desktop version. Kudo function enabled us to use this as part of our judging criteria to analyse popularity of ideas Having the ‘Share’ button in the Lithium platform allowed participants to share their submissions on social media, which helped bring more traffic into the website  
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Social ROI Titan   AmBank Group is one of Malaysia’s premie... See more...
Company: AmBank (M) Berhad Entry submitted by:  Anna Ramly / Nurul Hana Mariana Muhammad (Assistant Manager) Community: TRUE by AmBank – TRUE Community Lithy category:  Social ROI Titan   AmBank Group is one of Malaysia’s premier financial solutions Groups with 40 years of legacy in understanding Malaysian customers and provides a wide range of both conventional and Islamic financial products and services. While AmBank Group continues to grow dynamically and gain recognition as Malaysia’s preferred financial solutions group, its strategic partnerships with key global players has paved the way for greater international connectivity. Complementing its strong reputation as a key financial solution provider in Malaysia, its partnerships with Australia and New Zealand Banking Group (ANZ), Insurance Australia Group (IAG) and MetLife Inc has brought new energy and value in how the Group conducts its business to better serve its markets.   TRUE by AmBank, a solution designed for young professionals, is a new addition to the AmBank Group family and comprises not only of a TRUE Everyday Banking Kit (debit and credit card) but also the first bank in Malaysia to offer a digital community platform – TRUE Lab.   Our 2015 community goals    When we first launched TRUE Lab, the first digital community platform by a Financial Institution in Malaysia, we aimed to fulfill the following goals: Increase engagement rate of the brand Crowd source ideas on banking solutions and services Introduce the concept of TRUE Lab - a community platform to crowdsource for ideas. Grow a community financial education Introduce the power of community feedback and co-creation   Our focus areas and tactics to meet our goals   In order to achieve these goals, we came up with several campaigns designed to gain feedback, inspire creativity, stimulate ideas from our community and build brand loyalty among our members through our first gamification program.   TRUE Potential campaign   The introduction to TRUE Lab was through an emotional route. TRUE Potential was launched to listen to individuals who have always dreamed of realizing their TRUE potential and unleashing their capabilities that they could not pursue due to circumstances. This was in line with the objectives of TRUE Lab where we listen to the community and deliver their wants and needs. At the end of the campaign, we helped these well-deserved individuals discover their potential and realize their dreams, and at the same time, gained friends in the TRUE Lab community.     Community Connection   Besides TRUE Potential, we also ran nine other campaigns to instill a deeper connection with superfans and TRUE Lab members through initiatives like TRUE Love, TRUE Touch ‘N Go, TRUE Fortune, TRUE Mother’s Day, #TRUEgettingtoknowyou, #TRUEbyAmBankOOTD, TRUE@Uni Ideation, TRUE Goals, and our pilot gamification program, TRUE Quest 2015. During #TRUEgettingtoknowyou, community members were invited to share personal stories, anecdotes and their sense of style while getting to know other personalities lurking behind the usernames, including the individuals helming the TRUE Lab team. #TRUEbyAmBankOOTD, held in conjunction with TRUE Fashion Month, drove traffic for the months of August and September as they battled for the chance to be crowned TRUE Lab’s Most Fashionable Fashionista.   The gamification element of TRUE Lab was always a priority for us as we had already identified our superfans. By introducing our pilot gamification program in November, we had a simple game plan that would entail members to gain badges and rewards when they initiated content, encouraged ideation and discussion, and referred their friends and family members to TRUE Lab.       Our Results   TRUE Potential: During the three-month campaign period, we used the following methods to increase awareness to TRUE Lab: Facebook PPLA, Facebook PPVA, LinkedIn, YouTube Masthead, YouTube InVideo Overlay, Google Display Network and tie up with blog networks. Within six weeks, our TRUE Potential video reached 171,858 unique viewers and made 1,059,607 impressions. We also received over 250 submissions by March. The Lithium platform enabled members to share their ideas via the Lithium ‘Share’ function for Facebook and other social media outlets, and this helped their idea gain more kudos.     TRUE Potential Campaign Results   The marketing ringgit spent on Facebook PPLA, Facebook PPVA, YouTube pre-roll ads and Google Display Networks proved to be effective when there was traffic driven to TRUE Lab, which resulted in the increase of membership registration and participation of the campaign.   From this campaign alone, we received: 146,502 page views 80,852 visits 67,834 unique visitors 1,309 new members 256 ideas and 1358 kudos Facebook - 9,153,793 impressions LinkedIn – 99,026 impressions YouTube – 1,059,607 impressions, 232,448 views, 171,858 unique viewers YouTube Masthead (Mobile) – 135,781 clicks, 7,115,162 clicks   Overall TRUE Lab campaigns results   We introduced 10 campaigns in 2015 in the LSW community, which helped boost membership numbers, submission of ideas and activity in TRUE Lab. We went from 694 members at the beginning of the launch of TRUE Lab to 2,046 by the end of 2015, resulting in a membership increase of 195%. Since implementing LSW, we noticed a spike in unique visitors and page views particularly from mobile phones.  
Company:  SOASTA Entry submitted by: Mat Ball (Manager, Community and Sales Enablement) Community: The SOASTA Community Lithy category:  Community Design of the Year   SOASTA is the leader in performance analytics. The SOAST... See more...
Company:  SOASTA Entry submitted by: Mat Ball (Manager, Community and Sales Enablement) Community: The SOASTA Community Lithy category:  Community Design of the Year   SOASTA is the leader in performance analytics. The SOASTA Digital Performance Management Platform enables digital business owners to gain unprecedented and continuous performance insights into their real user experience on mobile and web devices in real time and at scale. With more than 100 million tests performed and more than 250 billion user experiences measured, tested and optimized, SOASTA is the digital performance expert trusted by industry-leading brands, including 51 of the Top 100 Internet retailers, six of the Forbes Top 10 media companies and seven of the Forbes Top 10 tech companies, including Apple, Target, Nordstrom, Staples, Home Depot, Sears, Walmart, Etsy, Nike, Best Buy, Adobe, Intuit, Microsoft, DIRECTV, Netflix and CBS.   Our community goals Our community goals are to support SOASTA customers in their ongoing use of our products.   The design elements that make our community unique The SOASTA design is simple, elegant, and intuitive. SOASTA’s customers represent companies that are transforming their digital initiatives to keep pace or compete in e-commerce. Our products span many different categories and themes relative to digital performance. Our design allows users to find information fast, so that our users can get back to optimizing their revenue generating applications.   How we executed our community design We consulted with Lithium account representatives and the greater Lithium team for “best practices.” We decided on a simple format, then worked with UX designer for mock-ups, and finally implemented through a third party developer.   Our metrics The SOASTA redesign is less than a week old as of April 20, 2016, and we’re just starting to implement ideas to bring back previous users, attract new users, and create a vibrant forum. We're excited to achieve successful results with our redesign!    
Company: Centrify Corporation Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program) Community: Centrify Community Lithy category: Support Savings MVP   Centrify is the leader in securing enterprise identiti... See more...
Company: Centrify Corporation Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program) Community: Centrify Community Lithy category: Support Savings MVP   Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.   How we are implementing Community to meet our customer care business goals   Centrify provides unified identity management for end users and privileged users, with flagship products addressing needs for identity management across cloud, mobile and data centers. Our support team interacts with IT admins with diverse skills sets spanning across *NIX, Windows, Active Directory and SAML, just to name a few.   The Centrify Support team believes that building a Community of Centrify admins across the globe plays an important role in providing world class support to our customer base. With a vibrant community, we are able to increase customer satisfaction with an ever growing library of user generated solutions, tech blogs and videos. In addition, we’re able to reduce support contact cost across all regions yet meet SLA’s and responsiveness by leveraging the community.   Our community consists of product forums, tech blogs and Ideas Exchange. All users have read access across all product forums and tech blogs. With our newly implemented “Ask the Community” widget, customers can quickly find existing answers in a wealth of accepted solutions and tech articles. All registered users are welcomed to post in our free Centrify Express forum. This enables Centrify to provide a positive user experience for our free product users, potentially leading to paid upgrade when their organizations expand.   For our paid customers, they have the option to ask questions in the premium product forums. These questions are automatically escalated to an internal “A-Team” of superusers if the community does not answer within 24 hours. This ensures that our paid customers receive timely responses while Centrify reduces support contact volume.   Our paid customers can also to post product enhancement ideas and vote on them in the Ideas Exchange. Here, Centrify’s product team members regularly engage in discussions with customers, providing them with an exclusive channel to share valuable feedback to the Centrify product team.   Changes we implemented  because of cost reductions based on Lithium Community    At Centrify, we value support as a team that adds value to our customers and not a cost center. That being said, just like every successful and customer centric organization, we keep a close eye on our costs every year. The savings in headcount to support our customers are re-invested to make the Community and Support Portal more interactive and resourceful. With new products, new customers we are always innovating and ensuring that every type of customers who come to us for a help can easily find their answers. We have re-launched our community several months ago with an improved design and structure, focusing on making the community easier to use for new and returning members alike. In the future, we will be enhancing the UI further to provide a single pane of glass for all existing customers to address their technical and product needs. The success of Community for our customers has also encouraged our internal teams to increase participation. Technical teams across Centrify now regularly create useful tech blog articles, how-to’s and videos to increase the value of this every growing library of user generated content.   Our customer care and business results    Centrify Community started as a platform for our freemium product (Centrify Express) users to ask their questions. Since then, we have opened up additional product forums, tech blogs and customer Idea Exchange.   In spite of growing our customers base and revenues by 2x, our team has been able to successfully support 5000+ customers and continuously achieve a 92%+ customers satisfaction*. Without enabling peer-to-peer community help, we would not be able to sustain such rapid growth while maintaining a high score for customer satisfaction. Support Management at Centrify is always looking at metrics to drive more self-service, engineer efficiency and content creation (Knowledge articles and how-to videos).   *Customer Satisfaction is derived from 5 survey metrics that we collect from our customers. Every time a case that is opened with Technical Support team at Centrify, the customer will have an opportunity to provide their feedback on the products, people, and features / functionality of Centrify Solutions. Customer are asked to rate us on the 5 parameters (1) Case Owner Satisfaction (2) Overall Product Satisfaction (3) Product Quality (4)Features and Functionality and (5) Overall Support Satisfaction.     We’ve seen steady community growth in the past 4 years. Q1 2016 we saw a year over year increase of user sessions by 38%.   More than 30k visits per month in indirect contact deflection. 40+ technical topics are answered and turned into searchable community knowledge for future use. 15+ technical blogs / video blogs are created monthly for our community member’s consumption.   Rich Multimedia Content in the community tech blog:     Wealth of technical information and resource in the community. “Ask the Community” widget makes it easy for users to get started:     Idea Exchange:        
Company: Centrify Corporation Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program) Community: Centrify Community Lithy category: Community Design of the Year   Centrify is the leader in securing enterprise... See more...
Company: Centrify Corporation Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program) Community: Centrify Community Lithy category: Community Design of the Year   Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.   Our community goals   The Centrify Community’s mission is to provide our customers with a world class peer to peer collaboration space and technical resource center. By doing this, we aim to improve our customer journey by providing them with a positive support experience and deflect support costs. With Centrify’s website re-launch in 2015, we wanted to make sure that the community experience is an extension of our overall digital brand experience. SEO is one of our major go-to market strategies, and the rich technical content in our community is a great way to showcase Centrify’s identity solutions when prospects search for iDaaS solutions. When prospects and customers arrive at our community in search of solutions, we want to provide them with an excellent UX, allowing them to easily collaborate with Centrify Experts and other technical peers.   Our unique design elements    Centrify’s new community design is an excellent example of how to maximize screen real-estate utilization while improving aesthetics that’s consistent with the corporate brand. Our re-design mission was centered around two major themes: showcasing the rich community content with a new dynamic home page, and improving UX with a new skin that includes the most useful community elements laid out in a logical and visually pleasing manner.   From the top, the hero space of the community utilizes embedded videos to present useful rich media content to community members. In addition, a text announcement bar below the hero space points to the latest community news or notifications.   New global navigation lets users access the community from any page without taking up excessive space. We have simplified our community nodes to make it easier for user to get to the conversations they are looking for.     The user alias button acts as an options dropdown, with utility links for users and community dashboard for the community managers. This allows admins and regular users to access these frequently used links on every page.     “Ask the community” widget is a helpful new addition to help users quickly find community answers or post their questions. This widget dynamically display suggestions as the users type their questions. If answers are not found, the question can be quickly posted in the relevant forum.     To showcase our high quality community generated content, we placed 3 new widgets on the home page to show announcements, solutions and recent blogs from community. In addition, latest posts are also shown on the home page and category roots.     A right hand side scrolling marquee with a call to action enables us to promote company events.     How we executed our community design   We’ve started the re-design project by compiling community user feedback and creating a list of improvements and issues to resolve. The internal community team combined user feedback and industry best practice to create initial wireframes, requirements and node structures for our design and implementation partner Grazitti. With this initial sets of requirements, Grazitti provided us with mockups, feedback and additional recommendation to formulate the final design. Finally, Grazitti rapidly developed the new community design and structure on staging for UAT, and the entire project was done on time and on budget with an extremely aggressive deadline.   Our metrics Our new community design was launched on December 20 th , 2015. Following are some of the success metrics from 12/21/2015 to 3/7/2016 after launch: 78490 visits, 5.4% year to year increase (from 74,445 a year ago) Forums visit show a larger year-to-year increase at 9% (from 51163 to 55817) New forums topics increased by 38% yty (92 to 127) From 1/1/2015 to 2/29/2015: Registered user sessions (2435) saw an 64% year-to-year increase (up from 1483), showing a much stronger intent to interact. Completed registration also saw a year-to-year growth of 42% (546 from 385 a year ago)  
Company: USAA Entry submitted by:   Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Excellence in Customer Satisfaction   Organizational Background and Customer Satisfaction Goals   USAA provi... See more...
Company: USAA Entry submitted by:   Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Excellence in Customer Satisfaction   Organizational Background and Customer Satisfaction Goals   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.   Our members were asking for support through their channel of choice and USAA was committed to extending customer care in social networks. Meeting our member’s needs with the immediacy of social customer care is an extension of our commitment to service. USAA recognizes that member care is a mission critical deliverable. “We know what it means to serve” is at the root of everything we do. In 4 months we moved at the speed of social to implement an enterprise platform that would enable the gold standard for member social care.   USAA’s 2015 customer care satisfaction goals were to enable an enterprise platform which meets the needs of individual business units in the financial services and insurance industries, address social customer care, member complaint and communications needs, achieve an enterprise SLA of 30 minutes or less, reduce social acknowledgement time by a minimum of 15%, expand social customer care coverage addressing the immediate needs of our membership, reduce enterprise social customer care internal documentation by 25%, enable seamless customer care from social channels to internal CRM processes.   Customer Satisfaction and Business Accomplishments with Lithium Implementation   Through a joint effort with enterprise business partners, calculated planning, resource training and the implementation of LSW for social customer care USAA was able to: Implement an enterprise platform for multiple business units Meet the unique social customer care handling needs of our financial services business partners Train an enterprise workforce of 104 users in 2 days to expand social customer care Establish an enterprise social customer care SLA of less than 30 minutes Reduce social acknowledgement time by 20%; 5% over goal Expand social customer care from 8 business hours to 24x7 coverage Reduce social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95% Establish seamless customer handling from social channels into CRM processes Implement early alert system associated to key business indicators Implement LSW Social Handle USAA CRM Single Member Profile.     USAA has been recognized year over year for our service and commitment to members on traditional communication channels.       Our implementation of LSW enabled USAA to meet our member’s social customer service needs with speed and efficiency. The net result is a reduction in time on task for business processes and FTE savings. With LSW USAA has an enterprise solution integrating managed properties like Facebook and Twitter with our Member Community, powered by the Lithium Community Platform. Our Member Community has over 300K members; this owned social property was an integral part of our strategy to maintain superior customer care where members demand our presence. The USAA Member Community has hosted over 8M unique visits with over 35K same session product application completions. 11 major business units at USAA utilize LSW with 6 key financial service business teams interacting with members in social channels on a daily basis.
Company: USAA Entry submitted by:   Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Social ROI Titan   Organizational Background and Social ROI Goals USAA provides its membership access to co... See more...
Company: USAA Entry submitted by:   Bill Gerth (Director, Social Business) Community: USAA Community Lithy category:  Social ROI Titan   Organizational Background and Social ROI Goals USAA provides its membership access to competitive products, award-winning customer service and the tools and advice they need to make critical life decisions. As a financial services organization that has served generations of military families we know the importance of excellence in customer service. 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 became one of the only fully integrated financial services organizations in America serving millions of members.   USAA acknowledges that social media is an important member service channel. In 2015 our Board of Directors required an end of year deliverable of the establishment of a social survey channel to measure the effectiveness of social customer care. The focal point of social customer care for our membership is the discovery of their immediate needs into full resolution with superior customer care. Our members want support through their social channel of choice and USAA is committed to extending customer care on our managed and owned social properties. USAA required business solutions which set the gold standard for member handling in social channels, facilitated dialogue management and meet the unique requirements of business units in the financial services, insurance and communications industries.   USAA’s 2015 social customer care and social business goals were to; establish a social customer care survey (2015 Board of Directors Deliverable), expand social customer care and social business strategies to managed and owned social properties, reduce social engagement SLA by 10%, reduce social acknowledgement time by a minimum of 15%, reduce cost of enterprise social customer care internal documentation by 25%, reduce cost for customer care from social channels to internal CRM processes, validate member community engagement and product acquisition metrics.   ROI from Social Customer Care, Social Business Initiatives In 2015 our partnership with Lithium and Enterprise Business Partners USAA was able to: Implemented a Social Servicing Experience Survey to measure and improve overall effectiveness of the channel, response rate at 15% (2015 USAA Board of Directors Deliverable used to determine overall corporate effectiveness score). Establish an enterprise social customer care SLA <30 minutes Reduced social acknowledgement time by 20%, 5% over goal Reduced social customer care internal documentation from 24 hours to 1 hour; time on task savings of 95% Eliminate internal email as a method for routing member inquiries to experts 5 FTE savings through LSW Social Handle USAA CRM Member Match technology Validate Member Community engagement, eligibility and product completion metrics   USAA knows that online identification processes were disconnected from a member’s true identity, and dissimilar to our internal CRM systems. LSW integration with our systems provides us a 'single member profile’. This ‘single member profile’ allows USAA to associate social insights with known member information and deliver the gold standard for social customer care.     Our members expect flawless interactions, regardless of the service channel, with personalized service. Our return on investment is a 95% reduction in time on task for multiple business processes and 2.5 FTE savings. USAA is effectively and efficiently recognizing our member’s preference for engagement through social media. With LSW USAA has an enterprise solution which integrates our managed properties like Facebook and Twitter with our Member Community; powered by the Lithium Community Platform. The USAA Member Community has over 300K members; this owned social property is an integral part of our social business strategy to maintain superior customer care in a member’s social channel of choice. USAA Member Community has hosted over 8M unique visits with 22% Eligibility Application Completion and 55.8% Product Application Completion Rates.
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 ... 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: SFR Entry submitted by: Laurent Partouche (Community Strategist) and Stéphane Guillemot  (Community Project Manager) Community: RED by SFR Lithy category: Community Design of the Year   Recently initiated February the... See more...
Company: SFR Entry submitted by: Laurent Partouche (Community Strategist) and Stéphane Guillemot  (Community Project Manager) Community: RED by SFR Lithy category: Community Design of the Year   Recently initiated February the 16th, 2016, RED by SFR brand targets the Digital Natives people and is meant to complete the SFR company proposal. In order to answer these target expectations, we imagined a model where the community dimension would be a structural pillar from our customer proposition. Thus was born the Community RED by SFR powered by Lithium. Two major objectives: mutual assistance between our customers and commitment to the brand and with the brand.   THE CONCEPTION AND THE LAUNCH It is in a very tight schedule that we realized the entire project. From the strategic thinking to the release candidate, six weeks have passed and only 2 employees supported this goal from the beginning to the end, including the development phases.     Initiated into the agile software method, the RED Community is part of the brand ecosystem, adopting their codes and fitting perfectly with the global website (design, UX and UI), from desktop and mobile devices.   However these 6 weeks did not reduce our ambitions since we realized a lot of advanced customizations to meet specific needs. For example, the development of a second home page corresponding to a dedicated part of the mutual aid and assistance. We will approach this below.   A COMPLETELY CUSTOM RESEARCH We deemed it essential that the Community have a space where exchanges are extremely dense to enable all users to easily access the search function. Thus it appears on the whole Community pages. We even chose to rearrange this whole function and especially the search results pages.     Therefore we have simplified this experience for our customers by adapting the existing filters: by content type (FAQ, Forum), by date, by solution and an instinctive user search.     We also modified the results display by optimizing the search engine and allowing a better visual identification of the contents.     A CUSTOM FAQ FROM END TO END We have completely redesigned the FAQ organization keeping in mind two things: The users are used to the search engine and dislike browsing the content in order to find what they want. The brands are often unable to maintain over time the FAQ with a coherent hierarchical organization.   Therefore, all our FAQs appear in an unique and same category. However, we wished to keep a classification of them into 2 thematics, by diverting the Tags and Labels functionalities: Tags: corresponding to the product type (Mobile, xDSL, Fiber) Labels: the key moments of our Customer Journey (Ex: “choisir red” = “Choose Red’).   Thanks to this organization, a same FAQ concern one or several products and/or one or several moments of the Customer Journey. Moreover, all the filters act on this unique page. In sum, the classification and duplicate contents issues no longer arise. Only the relevance of the articles has to be managed over time.     Let’s scrutinize an article more in detail. Once again, we concentrated on our customers' expectations: obtaining the searched information quickly and efficiently.   So we focused all relevant information on a given subject and have implemented paragraph anchors to easily find the desired information: Browsing on the article color the part of read summary Browsing over the other parts is done by clicking on this summary, without loading. An experience that our customers desire.   LITHIUM TO MANAGE TUMBLR In order to strengthen our digital anchor and maximize the bridges between the Community and social networks, we chose to couple Tumblr to Lithium. The RED Lab homepage dynamically loads from the Tumblr REST API the latest published messages. Their numbers are adjusted accorded to 2 criteria: For the animation needs, the Community Managers are able to make this number vary. The number of messages adapt itself to the user device. For example, on a desktop, the user will have four posts while on a tablet, there will be only 3 messages.   The “Aujourd’hui” page is the integral Tumblr, perfectly integrated into the Community environment (header, menus, footer, etc.).     AN INNOVATIVE BOARD ORGANIZATION Our community structure is based on the Customer Journey. So we follow the concern of our customers without creating complexity for our users. They identify more easily where to post their messages and the overall boards perception is richer for readers.     A BOLD GAMIFICATION At the heart of the aid section of the community, we insist on putting forward the “solutions” and the “Likes”. Indeed, each connected user has their own pad which emphasizes its status and its progress in the community.     These graphic elements are found repeatedly in our interface.   RESULTS ACHIEVED These elements allow us to have an engaged community, innovative, simple and clear and thanks to a fully responsive interface.   The results at 1 month: 5,000 engaged members 8 Super Users whose contributions represent more than 30% of discussions The RED community management team represent less than 5% of the discussions, meaning 95% of discussions stem from members
Company:  Digi Telecommunications Entry submitted by: Lee Yang Ching  (Associate - Community Manager) Community: Digi Community Lithy category:  Marketing Champion   Digi is a leading mobile communications company providing a comprehe... See more...
Company:  Digi Telecommunications Entry submitted by: Lee Yang Ching  (Associate - Community Manager) Community: Digi Community Lithy category:  Marketing Champion   Digi is a leading mobile communications company providing a comprehensive range of affordable, convenient and easy to use wi reless services to simplify and enrich the lives of its customers.   Our unique promotion and goal    Digi is one of Malaysia’s leading telecommunications providers who is dedicated in providing innovative and wholesome user experiences. In 2015, we launched Community, Malaysia’s first people-powered hub that serves as a platform for Digi users, new and existing, to get answers to any and all of their questions.       To further help customers take charge and easily manage their accounts, we also provided customers with the MyDigi app. Customers could check their usage, pay their bills, and even buy additional subscriptions or credit reloads.   Both platforms were created to empower our customers and also provide them with a more seamless experience with Digi. However, one key challenge faced was that not many customers were aware of these platforms and thus not utilizing its unique features.   Hence, our keys goals were to: Teach users how to use Community and increase usage of ‘Kudos’ (the Like button) Increase membership and engagement on Community Awareness of the MyDigi app and its functions   The MyDigi Contest   As Malaysia’s first people-powered hub, we wanted to educate our customers that they were empowered to contribute and further shape the experiences of other Digi users. Hence, we came up with a strategy to help us achieve all 3 key goals at one go; the MyDigi contest.   We ran the contest via a blogpost on Community and incorporated attractive prizes, 30 Lenovo A369i smartphones to hook audiences and spark interest to participate in the contest.     Upon getting their attention through the awesome prizes, we then asked a question other telco service providers rarely asked:   "As a Digi customer, I would like to have <insert feature/idea/answer here> in the MyDigi app because <reason>.”   We kept the participation mechanics within 3 simple steps:     To sustain interest and encourage more creative submissions, we gave away 2 smartphones daily to the Top 2 entries of the day. Winners were selected based on the most creative and relevant, and also received the highest number of Kudos (Like button).   This tactic helped to ensure that participants submitted quality entries whilst empowering other Community members to give an entry they liked a “Kudo”, a key feature of Community that encouraged honest and helpful contributions to other users.   In order to comment or Kudo an entry, users needed to sign into our Community which helped boost new membership and engagement on Community. This tactic also helped to educate users on how Community works and experience the empowerment they have on this people-powered hub.   Through this contest we also managed to increase awareness and functionalities of the MyDigi app as users had reason to download and experience the app to share their suggestions on how the app could be better.   Our results   We received 83 entries from Digi users who had great ideas on improving the MyDigi app Community page views increased by 5% during contest period. User Growth from Jan – Feb (during the contest) was double the average monthly growth at 20% (average 10%) Blog page views leap by 76% more views with the contest blog post itself received over 5,300 views (average view 121) (making up 49% of total blog post views), and received 86 Kudos (86 times more than the average of 1 Kudo per post) for all the comments. Overall in 2015, we grew to have an average of 75K monthly unique visitors by the end of the year, with page views averaging at about 185K per month.   We successfully increased membership and engagement on Community through a simple strategy that inadvertently taught users how to use community and Kudos, whilst creating awareness about the MyDigi app and its functions.  
Company: PT. XL Axiata, Tbk Entry submitted by: Ariesa Pramudito  (Manager, Social Media, Digital Experience Transformation) Community: XL Care  Lithy category:  Excellence in Customer Satisfaction   PT XL Axiata Tbk. is one of ... See more...
Company: PT. XL Axiata, Tbk Entry submitted by: Ariesa Pramudito  (Manager, Social Media, Digital Experience Transformation) Community: XL Care  Lithy category:  Excellence in Customer Satisfaction   PT XL Axiata Tbk. is one of the major cellular providers in Indonesia. XL’s focus is to provide digital services for the people of Indonesia as well as to encourage the development of Indonesia’s digital economy. XL commenced operations on the 8 th of October 1996, and has wide and high-quality network across the nation. Since December 2014, XL began to deploy its 4G LTE network.XL is part of the Axiata Group. The Group’s mobile subsidiaries and associates operate under the brand name ‘Celcom’ (Malaysia) ‘Dialog’ (Sri Lanka), ‘Robi’ (Bangladesh), ‘Smart’ (Cambodia), ‘Ncell’ (Nepal), ‘Idea’ (India) and ‘M1’ (Singapore).   Our initiatives in 2015 We created the Rangers who have Lithium weapons and are the admin of XLCare Social Media. We see the concern faced by netizen customers is when the customer has a problem or a question about service, they send the question to the company, but they don’t know if they’ll received an answer by a human or a machine (bot). With the Rangers, customers feel that a real person is serving them. Customers can interact with people who have high skills, have a relationship with the communities, and understand customer service.   XL Care Rangers:   Lithium Social Web (LSW) is the weapon used by XLCare Rangers to directly connect with customers. Rangers using LSW for several purposes:   Fast response & monitoring Service Level target: :   Quality monitoring (Conversation history checking):   The interaction / activity with followers/fans is not only questions and answers. We create some online & offline activities with our customers to build engagement and a close relationship with the customer:   1. #XLRangers, Social Media Journey activity by utilizing the Social Media Day (June 30, 2015). We introduce XL Care Rangers to our new followers and give them challenges related to Rangers hobbies, then we give gifts to the winner.   2. #XLGames invite customers to play games easily as routine activity.   From this example, customers should answer the name of XL package (LDR package) by cross checking with the image given.   Sometimes we give gifts as a surprise for the winners. For example, we had special #XLGames by utilizing the Independence Day 2015 (August 17, 2015). We gave free historical islands tour tickets to the winners (we invited Historia Community to give historical education to the participants).   3. #XLShare, sharing product & technology to customers as routine activity   In this example, we share a video editing application. We created a quiz game to build attention.   The most important customer issue we  were looking to solve via  Lithium implementation The basic needs from netizens when they complain or ask in social media is a Fast Response and Solution. This fast response can generate positive sentiments from followers. LSW can fulfill this need to achieve XLCare KPI.   Here is the video about XLCare Rangers generating a fast response and solution with LSW:     To measure our fast response to customers, we set the target. We used SL (Service Level) as our target. Our SL target is 70% incoming posts should be responded to under 10 minutes. Rangers use LSW to provide faster response and solution by these features in LSW:   The easy-to-use interface has helped Rangers provide a fast response and solution.   Rangers can manage all incoming posts (filtering function, sort by function, easy to claim, easy to assign, etc) easily.   The easy to read conversation history between customers & XLCare has helped Rangers provide the best solution to the customer. It also helps our quality assurance team in analyzing Rangers’ quality answers / solution.   With Lithium, it’s easy to monitor SL’s hourly, daily, weekly & monthly achievement.   It’s also easy to analyze trends & anomaly issues by using tags which were needed to improve our quality as well as the handling flow.   Our Lithium implementation has answered our needs to give a fast response & solution to the customer.   XL Care SL Achievement (2015) :     We exceeded our SL target (70%) in 2015. We achieved 79.46% average in 2015.   By using Lithium, we were able to provide a fast response and solution to customer and reached 1.044.998 incoming posts (9% of total incoming volume) from all XL assisted touch points in 2015.             Type Touchpoint 2015 % Assisted Hotline 7,957,616 69% Walk in Center 2,546,604 22% Email 40,863 0.35% Social media 1,044,998 9% Total 11,590,081 100%    Our metrics   From the online & offline activities in XLCare social media, we use an NPS survey to measure customer satisfaction, as well as engagement rate.   1. NPS Mechanism : We provide customers with a survey to recommend XLCare on a scale of 0-10.   0 – 6          : Detractors 7 – 8          : Passives 9 – 10        : Promoters   NPS formula: NPS = Promoters (%) – Detractors (%)   We have our segmentation of customer, then we divide NPS in 2 kinds of NPS. Regular customer NPS & Premium customer NPS.   Regular customer NPS: We send NPS survey to customer by the day after we give answer/solution to all customers. Regular customer NPS target is 55%.   We exceeded our NPS rate target (55%). We achieved an average NPS of 59.01% in 2015..   Premium customer NPS: Every premium customer will have dedicated Rangers to answer and provide solutions to them. We also have initiatives to create engagement events with them. To determine our premium customers, we set the priority of customers using Lithium tags (choosing by number of followers & Klout score).     We give the survey links using Lithium as well. We send our NPS survey to customers in batches (1 batch: 3 month) after we provide services and activities to our premium customers.     We exceeded our NPS rate target (70%). We achieved an NPS average of 75.48% in 2015.   2. Engagement Rate We use an Engagement Rate to measure how interesting XL Care posts/tweets are on social media from the customer side.   Engagement Rate Formula: Total number of times a user has interacted with a Tweet (Click, retweet, reply, follows, favorites) / Number of times users saw the tweet on Twitter * 100%     We exceeded our Engagement Rate target (1.8%). We achieved 2.09% average in 2015.  
Company:  Orange Espagne SAU Entry submitted by: Santiago Martín Martín (Social Support Manager) Community: Orange Community Lithy category:  Total Community All Star    Spain is the second market in importance for Orange Group,... See more...
Company:  Orange Espagne SAU Entry submitted by: Santiago Martín Martín (Social Support Manager) Community: Orange Community Lithy category:  Total Community All Star    Spain is the second market in importance for Orange Group, one of the most prominent telecom companies in the world, with more than 263 million clients during 2015.   Through different brands – Orange itself, newly acquired Jazztel, amena and Simyo, we have the trust of more than 19 million clients in Spain making daily use of our fixed and mobile services as well as TV.   Our road to Lithium   Two years ago, 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 on our two brands: Orange and Amena and newly on Jazztel. 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.   On the other hand, we put a big focus in our superusers cultivation program, in fact we have used extensively gamification facilities of the Lithium community to get our superusers to create a big amount of solutions to other customers' issues.   During the last two years, our main business goal has been call deflection.     The benefits of us having both a community and LSW    Community is the link between our social strategy and the website. Users are creators of many content that complement help & support contents. All our social marketing and customer support in other media is always referencing and linking community content.   Our results   With our Lithium-powered community, we reached 500k monthly visits, a 40% increase in the last year. Mainly, these visits are coming to communities to solve any doubts or problems. We have found that 27% of visitors surveyed say that they get their problem solved in their visit, so we are consistently saving costs around 500k euros per year. Regarding social media (Facebook and Twitter), we are very proud of achieving our goals of response time and customer satisfaction: we answer 91% of posts in our SLA time (1 hours), and we achieved 90% of customer satisfaction in these interactions.