Company: Tableau Software
Company background: Our company history is documented here: https://careers.tableau.com/ourstory
Contact: Patrick Van Der Hyde
Title: Program Manager Support - Community Management
Related URLs: http://twitter.com/tableausupport, https://community.tableau.com
Lithy category: Support Savings Titan
1. Tell us how you are implementing digital technologies (e.g. community and/or social media management) for social care to meet your customer care business goals. Please highlight unique programs, technical upgrades and/or API usage to help reach these goals.
We utilize best practices to maximize our SEO for our Tableau Community. By utilizing sitemaps, proactive spam management, and advanced search capabilities we are able to position the Tableau Community near the top of most search results for customer searches. We also have a world wide Ambassador program with 15 customers who answer customer questions, assist with moderation and provide a culture of helpfulness. Our ambassadors represent a wide range of diversity by country, gender, and ethnicity to capture the full spectrum of creativity that Tableau enables customers to utilize with our products.
We utilize our community to organize User Groups around the world by location, by type of industry, and in some interesting social groups (example Women+Data).
We also utilize our community to capture customer suggested features where many of the features developed into the Tableau Products are first shared. This allows Tableau to stay ahead of the competition developing the product our customers want.
2. What changes in your customer care organization were implemented because of cost reductions based on your community and/or social media management for service platform?
We implemented a Twitter account for the Support organization to proactively communicate issues related to our hosting platform, knowledge base articles and interesting webinars and articles for our customers to maximize their investment in Tableau.
We also implemented new community areas for developers and 'external services' - feature areas of the Tableau Products that are not directly supported by Tableau. The community areas allow customers to come together to support each other and create new functionality.
3. What are your customer care and business results in quantifiable metrics? Include support savings metrics (e.g. cost savings, decreased response time, call deflection, reduced case escalations, and increased agent productivity).
Assuming each instance of a Tableau Forum thread being marked as “helpful” or “correct” represents the deflection of a support case that costs Tableau $400, Tableau saved $10.7M in 2017 (14k “helpful” and 12.6k “correct” threads). These are direct savings and do not reflect visitors from search which comprise over 90% of the visitors to the community. We recognize that many of these visitors are utilizing search, visiting our community for insights, answers, and tips.
Video: Please play video - here: https://www.tableau.com/community
User Groups: https://www.youtube.com/watch?v=klr43j4L9OA
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