Powered by Lithium: Forrester Groundswell Award Submissions
Call it community. Call it crowd-sourcing. Forrester calls it a Groundswell:
ground·swell/ˈgroun(d)ˌswel/
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"Buzzwords" aside, social media has given us new ways to connect. The Forrester Groundswell Awards celebrate where businesses got it right and as mentioned on the Forrester blog, "recognize excellence in business use of social technologies." At Lithium, our customers are unlocking the passion of their customers and below are a few examples - check out their journey ...and results! Click on the links below to rate each entry and add your comments. The 2012 winners will be announced on the Empowered blog, as well as at Forrester Events in October 2012.
2012 Groundswell Entries, Powered by Lithium
Skype: Support Network Powered by the Skype Community
Category: Business to Consumer Support
Skype's peer-to-peer community improves 1st contact resolution to 70% and reduces support cost by 10... What happens if you flip on all switches for "Community" and put the spotlight on a previously hidden tech support forum? Skype did just that and turned it into a vibrant location for exchange around everything Skype, resulting in 1st contact resolution at 70% and reduction of company-wide support costs by 10%. Read More...
BarclayCard: Innovation LabCategory: Business to Consumer Energizing
Ring: Barclaycard Turns Cardmembers into Company Stakeholders and Drives Up Customer Retention: Barclaycard Ring is the world's first community-designed credit card. Its cardmembers collaborate to build a better credit card experience. To be approved for the Ring card is to join an outspoken community, and to frequently convene for conversations about financial topics on the Ring website, which is endowed with a wealth of social tools. In an unprecedented move, Barclaycard has empowered members with... Read More...
Category: Business to Consumer Social Impact
Driving Support and Knowledge Through Social Community: In 2011, the Association revamped its 10-year-old community to improve the member experience, deepen user engagement and attract new members. They leveraged the growing population of technology-savvy people who were looking to understand more about diabetes and opened up the community for these passionate advocates to share their knowledge and support with others. The Association needed to ensure that its community is recognized as the go-to destination for those trying to get more information for themselves, family and friends. Read More...
Sky Help Centre ForumsCategory: Business to Consumer Support
Sky's Peer to Peer Community makes sound business sense, deflecting some calls and shortening others... Sky's Social Support is a fully integrated social customer support program combining Sky Help Forums, Facebook, Twitter, and Live Chat.
Launched in Oct '10, Sky Help Forum provides customers with 24x7 online self-service where they can raise both simple and complex issues, answered by staff & community members. The community handles 1M+ thread views/week, with 13,500+ new questions submitted monthly, answered within approximately 720mins.
To enhance support, Help Services via Facebook and Twitter were launched in March '11. Both are integrated into the community and have seen massive increases in activity and leading response times. Facebook interactions have increased from 4/week to ~250 per day, with average response times of 8 mins. Twitter has exploded from 4 interactions/week to 450/day, answered in less than 5 mins.
In Feb 2012 became the first UK provider to offer 1:1 escalation via live chat services, with customer satisfaction currently at 87%. Read More...
Cisco Tech ZoneCategory: Business to Employee Collaboration Program
Lithium contributes to Cisco's success reinventing Customer Support for high-tech products: Cisco's Technical Assistance Center (TAC) uses social to reinvent Customer Support for high-tech products. The initiative transformed TAC's traditional escalation model and created a networked learning organization by creating knowledge through collaboration.
1. Intelligent Matching: Routes service requests to the right engineer first
2. Collaborative Engagement Model: Encourages experts to collaborate on complex issues within the CRM system and Tech Zone a Lithium community
3. Integrated Workflow: Aggregates multiple tools into a single interface
4. Knowledge Creation & Reuse: Captures crowd-sourced knowledge directly within the workflow
5. Reputation and Gamification: Encourages quality and participation with Lithium's social recognition tools Read More...
Lithium Lithosphere CommunityCategory: Business to Business Support
Leading by Example: Lithium Customer Support improves NPS to 83% and reduces support volume by 7% wi... Value #1: "take customer success personally." At Lithium, we have high standards to provide around-the-clock, global support for our rapidly growing and diverse customer community deployments. Our support engineers were providing exceptional service, but looking ahead, Lithium needed to augment customer support with its own social support solution.
The primary challenge was to transform our Best Practices Board into a full-fledged Support Community. In January 2012, the Lithosphere was re-launched with methods for both posting and responding to questions, providing product feedback, or initiating a service request.
Now, the Lithosphere includes a Tribal Knowledge Base (tkb), online training, product release info, and discussion boards. Lithium support engineers and success consultants also participate to continuously recommend best practices. Beyond providing support, community members are rewarded and incentivized to return and engage by achieving rank and reputation. The Lithium support solution has resulted in a NPS of 83% and a CSAT score of 9.77. Read More...
