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Company: Vodafone UK
Entry submitted by: James Butler (Butlerj7) Digital Product Manager
Community: Vodafone UK eForum Community (http://forum.vodafone.co.uk/)
Lithy category: Social ROI Titan
Vodafone is one of the world's leading mobile communications providers, operating in more than 30 countries and in partnership with networks in over 40 more. Across the world, we have almost 360 million customers and around 19 million in the UK.
Primary Objectives for 2014
Improve deflection from assisted service channels [Calls, LiveChat]
How we achieved this:
Improve commercial leads
How we achieved this:
Increase community engagement
Here is an overview of their activity since registering [Aug 14 – Mar 15]:
Number of Posts |
354 |
Total Posts Read |
14050 |
Gross Thanks Given |
127 |
Gross Thanks Received |
496 |
Total Minutes Online |
6778 |
Accepted Solutions |
11 |
Total Sign ins |
439 |
How we achieved this:
Additional business results
After launching Premium Gameification, we observed an increase in engagement across all of the core activities we targeted, with a 20% increase in kudos and a 7% increase in solutions.
|
3 months before |
3 months after |
Topics |
4,466 |
5,590 |
Replies |
28,777 [6.4 Replies per Topic] |
35,319 [6.3 Replies per Topic] |
Kudos |
16,540 [3.7 Kudos per Topic] |
19,845 [3.6 Kudos per Topic] |
Solutions |
588 [0.1 Solutions per Topic] |
634 [0.1 Solutions per Topic] |
Total Tagged Messages |
928 |
978 |
In order to earn the Welcome to the Community badge, awarded for completing the first 5 ‘core functionality’ badges, members would need to fill out a profile bio.
Of the new members who we identified as potential new super users, the vast majority of them personalised their avatar, give a detailed biography and completed all other relevant fields [what device do you have, are you PAYG or PAYM customer]. Here are some great examples:
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