JCTatRedSail
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Re: How to calculate 'Cost Savings' within a Community
Access Denied on the blog post. I like the discussion and the idea of having a discussion with senior leadership. In short what I took away. Engaged audiences where the visitor is viewing 2 or more pages Visitors is the audience where we have opportunity to engage further Maybe they viewed a single page that had an answer to their issue and left -- that's good! Remember (depending on your purpose/model of course), your customer may have visited the community strictly to find an answer, so they can get back to the work they have to get done. The first step is to get that audience to recognize the value of the community, so they return. Or perhaps they realized it wasn't for them -- that's where we want to figure out what we're missing. Then you have your customer base. Is it close to your visitor count or is there still a lot of money left on the table to address? Let me conclude by saying we all have different seats in the room, i.e. different views, and therefore there is (likely) no one right answer.Re: How to calculate 'Cost Savings' within a Community
I like it! -- I wonder how the ROI calculator would play out for people once they use Engagement Sessions instead of visits. I'm going to have to go back and look what that does to my #s. TeroRe - Can you share the % difference from visits to Engaged that you saw? The example I posted previously might just change a bit if you dropped 20% of the visits. Do if I had 40K customers * 70% seeking * 40% resolved * 50% would actually call * $25 burden = $140K $140K - (2 mods) - (Khoros cost) = I'm losing moneyRe: How to calculate 'Cost Savings' within a Community
cgrinton I agree that the calc won't necessarily reflect actual because customers often don't really call for support for questions they're asking. They have these other behaviors: Save up their questions and ask all on one support case Live with it Ask someone else in the office [Skip any and all of this if you've already done it.] A better place to start IMHO would be: Can I move the needle, i.e. make it better or learn what makes it worse? How does my community compare to other Khoros customers in the same space? Can you share what the % results you're getting for each? Based on the sample data, only 14% are deflected to achieve the ROI. At $12 p/ call, you do need to deflect a lot, and if you had 5M customers that would still be a huge return, but most of us aren't serving 5M customers. Are there really 70% of my visitors seeking support, but only 50% would have called? That's 35% of all customers if I solve 100%. For a mature community, this gets smaller, because the topics are different. I'm looking to get beyond what support can do for me. One last thing. Be sure to subtract out your operating costs from the ROI calc, unless it is included in the fully burden cost already -- often it isn't. What do you pay Khoros Moderator and related head count Is there other IT work from your org? Do if I had 50K customers * 70% seeking * 40% resolved * 50% would actually call * $25 burden = $175K $175K - (2 mods) - (Khoros cost) = I'm losing money Looking forward to hearing from others. And if you're not using this, how are you measuring your return?
