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Lithium Communities De-facto S tandard for Communication Companies

Lithium Communities De-facto S tandard for Communication Companies. Zurich, 18 th July 2013. Lithium International, Inc. . Lithium Technologies was spun-out of Gamers.com in 2001 Over 4 00 customers / primarily Fortune 1000 Over 300 employees Headquarters in San Francisco

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Lithium Communities De-facto S tandard for Communication Companies

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  1. Lithium CommunitiesDe-facto Standard for Communication Companies Zurich, 18th July 2013

  2. Lithium International, Inc. Lithium Technologies was spun-out of Gamers.com in 2001 Over 400 customers / primarily Fortune 1000 Over 300 employees Headquarters in San Francisco Offices in London, Zurich, Paris, Munich, Dubai, Singapore and Sidney Pure SaaS • Hosting Facilities in San Jose and Amsterdam Named Leader by Forrester, Gartner and IDC

  3. lithium is the acknowledged market leader marketing innovation customer service Forrester Wave - 2013Social Depth and Customer Community platforms IDC MarketScape - 2012Innovation Management Solutions Market Gartner MQ - 2013 Customer Engagement Hub

  4. Results: Call Avoidance 2012: deflected 25% of all calls already in the second year • 2012: 20% of all calls deflected through self help/P2P help • https://vimeo.com/43421835 • 53% of all calls deflected through self help, whereof • 84% via Forum • 7% via Twitter • 9% via Youtube 2012: deflected 21 % of all calls • Telefonica Germany - Positive ROI after 3 months, • 900 ideas submitted in 6 months • Telefonica de Espana / Movistar: saved nearly € 10 million in 2012 • Giffgaff has no Helpdesk • 100% of answers provided by the community members on average in 93 seconds (7x24) • Over 400 ideas implemented in the first 3 years

  5. EuropeanTelco Customers Telefonica Germany http://hilfe.o2online.de/ Telefonica UK http://community.o2.co.uk/ Telefonica Ireland http://community.o2online.ie/ Telefonica de Espana http://comunidad.movistar.es/ Orange France (Sosh) http://communaute.sosh.fr/ Joe Mobile (SFR) http://communaute.joemobile.fr/ SFR http://forum.sfr.fr/ SFR La Réunion http://communaute.redbysfr.re/ Orange Switzerland http://community.orange.ch/?category.id=de Swisscom http://supportcommunity.swisscom.ch/t5/Swisscom-Support-Community-de/ct-p/community_de A1 Austria http://www.a1community.net/ KPN http://forum.kpn.com/ TDK http://forum.tdc.dk/ giffgaff http://community.giffgaff.com/ everything everywhere http://community.ee.co.uk/ Virgin Media UK http://community.virginmedia.com/ Eircom http://community.eircom.net/ Meteor Ireland http://forums.meteor.ie/ eMobile http://letstalk.emobile.ie/ Elisa Finland http://yhteiso.elisa.fi/ British Telecom http://community.bt.com/ British Telecom B2B http://business.forums.bt.com/ Vodafone UK http://forum.vodafone.co.uk/ Vodafone Spain http://foro.vodafone.es/ Vodafone Germany https://forum.vodafone.de/ Vodafone Netherlands http://forum.vodafone.nl/ Vodafone Portugal http://forum.vodafone.pt/ Vodafone Greece http://forum.vodafone.gr/ Vodafone Ireland https://community.vodafone.ie/ Vodafone Romania https://forum.vodafone.ro/ Vodafone Turkey http://forum.vodafone.com.tr/

  6. Communities and Networks Drive Real ROI • Accelerate Innovation • More than 12 customer submitted features per LabView release • Community created 900 in the first 6 months • Reduce Costs • $10MM savings from 1.4MM calls deflected annually. • Increase Sales • 66% increase in spending40% of all search enginetraffic goes to the community • 100% of questions answered by community • 95% of questions answered in under 60 minutes • Community users spend 2.5x more than other customers

  7. Superfans in telco communities JSanders Resident Expert Registered: April 2008 john46 Sage Registered: June 2010 texasguy37 Community Leader Registered: May 2009 Perksie Level 33: Governor Registered: July 2008 Caeserome Super User Registered: October 2010 54,193 Messages Posted 17,306 Likes Received 19,429 Messages Posted 3,234 Ratings Received 10,338 Messages Posted 175 Kudos Received 13,551 Messages Posted 610 Kudos Received 12,906 Messages Posted 1,799 Kudos Received

  8. Touchpoints Forums The Enterprise Social Ecosystem Ratings & Reviews YourWebsite e-Commerce and more Forums & Blogs Ideation CRM and more CMS Blogs

  9. Your website has to be in the center of your social media strategy community infused website

  10. Lithium supports modern support channels Lithiumbranded community .com Lithium Social Web Digital Agent … traditionalagent

  11. one social platform reach customers anywhere engage on existing networks createa content hub infuse across the enterprise social web communities mobile developer nation studio widgets integrations Forums Blogs Ideas Multimedia Respond Publish Measure Monitor Reviews Contests Q&A Knowledge Reputation Engine Adaptive Display REST API Workflow Engine social intelligence

  12. Superfans in telco communities JSanders Resident Expert Registered: April 2008 john46 Sage Registered: June 2010 Perksie Level 33: Governor Registered: July 2008 Caeserome Super User Registered: October 2010 texasguy37 Community Leader Registered: May 2009 54,193 Messages Posted 17,306 Likes Received 19,429 Messages Posted 3,234 Ratings Received 10,338 Messages Posted 175 Kudos Received 12,906 Messages Posted 1,799 Kudos Received 13,551 Messages Posted 610 Kudos Received

  13. It Works For New Companies 30% of traffic comes via mobile devices! • No Call Centre - Community runs all customer support • 100% of questions are answered by community members in an average time of just 93 seconds (24/7) • 400 ideas implemented in the first 3 years • Winner of Forrester’s 2010 Groundswell Award (Category: Embracing B2C International) “We really have no call centre, and all customer service is done by the online community. I don’t know of another Company like us.” Vincent Boon, Community Manager, giffgaff http://community.giffgaff.com/

  14. It Works For Established Companies • Support Forums/Blogs covering Laptops, Desktops, Printers • In 3 years since 2009 • 500 million community posts have • solved 50% of issues across 40 million customers and • Saved HP USD 50 million in support cost • Winnerof Forrester’s 2010 Groundswell Award (Category: Supporting B2C International)

  15. It Works For Established Companies

  16. It Works For New Communities • Online Support Community launched in March 2011 • Within days the community was vibrant: • 150 new registrations and 25,000 page views per day • 20,000 cases handled and $150,000 return within two weeks We thought it would take months before we had a vibrant community with active brand advocates answering all the questions - but it all came together on Day two!  Kenneth Refsgaard, Project Manager Customer Care, TomTom http://discussions.tomtom.com/

  17. Movistar (Telefonica de Espana) launched their community in July 2010, supporting existing products/services and launch of new products like “Movistar Fusion” • 60% of visitors are Movistar customers • 75% are coming from Google search • 25,000 post per month on average • Saved in 2012 nearly € 10 million through call avoidance • NPS increased to 70% • CSAT Index increased to 9 out of 10

  18. By integrating our community, FAQs and Facebook fan page, Facebook users have access to the support community in real-time to knowledge without a login.  Claudia Religa Customer Interaction Manager, A1 Telekom By crowdsourcing… case reduction ideation

  19. Using Lithium’s platform empowered us to transform what started out as conversation into a longer, deeper relationship through the community. BianSalins Head of Social Media Innovations, BT Calls deflected each month 3,456 4,994 45,855 YouTube Twitter Forums 53% of all customer inquiries handled online

  20. The feedback we’ve already received shows that our customers value the personalized peer-to-peer advice and feedback they receive from fellow users. We believe our community is a growing contributor in fulfilling that mission. Molly DeMaagd Social Media Customer Service Director, AT&T

  21. The feedback we’ve already received shows that our customers value the personalized peer-to-peer advice and feedback they receive from fellow users. Mark Studness Director, e-Commerce, Verizon

  22. Individualization / Customization Community Launch Project • Typically lasts 8 (+/- 2) weeks from kick-off until go live • Dedicated staging and production environment • Customize community UI/layout according to customer specification • Integrate with customer SSO system • Parallel design/technical/community management tracks • Online education • Promotion plan • Soft launch

  23. Thank you! IvanoSalogni, Sales Mgr. Europe Central and South ivano@lithium.com / +41 79 709 8046

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