SUCCEEDING WHERE OTHERS #FAIL

How to Use Digital Strategies to Drive Real Business Results

Results including: Influencing purchase decisions and driving sales • Reducing customer service costs • Improving customer loyalty and retention • Driving customer acquisition and conversion • Increasing agent productivity via workflow and knowledge • Advocating for your brand and expanding reach

Lithium builds trusted relationships between the world’s best brands and their customers, helping people get answers and share their experiences. Our customers rely on us to help connect, engage, and understand their total community. Most importantly, our software enables them to boost sales, reduce service costs, spark innovation, and build long-term brand loyalty and advocacy.

NAYSAYERS STAND DOWN. WE CAN PROVE IT!

YES.

REAL RESULTS FROM A DIGITAL PLATFORM?

GoalBe proactive with customers and offer top-notch product support as well as

increase customer value through a thriving Community.

SolutionCreate a multi-language, Lithium-powered

Community to generate outstanding customer support through self help and engagement

with community members. Increase the value of the community, as reflected in greater

traffic, an increase in accepted solutions, and a decrease in customer response time.

How does a B2B software company build customer loyalty and increase the value of each customer with an ever-changing social landscape? Autodesk, one of the world leaders in 3D design, engineering, and entertainment software, has found the answer —delivering on customers’ needs before they ask. The company drives customer loyalty and product affinity through a Total Community strategy.

“Our Total Community strategy is working, with a Klout Score of 85, we are in the top percentile of social influencers. Now with eight communities in multiple languages, we offer our customers unique experiences by industry, region, and expertise level, and we’re able to focus on collaborating with and anticipating the needs of our customers.”

— Lois Townsend. Director, Social Media and Community

30% increase from prior year

UNIQUE VISITS IN THE LAST 12 MONTHS: 27M

34%↑

REGISTERED MEMBERS: 1.4M

NEWLY ACCEPTED SOLUTIONS20kRSS FEEDS TO THE COMMUNITY: 471% INCREASE

PROVIDED SOLUTIONS TO 10M+ CUSTOMERS PER YEAR

GoalImplement a Total Community solution to

support customers, build brand loyalty, and gain customer insights and feedback.

SolutionLaunch a Lithium-powered Community to offer a forum for Canon enthusiasts and enable Canon to directly connect with

their customers, creating a trusted network that builds customer loyalty. Transform

the Customer Support Center further by implementing LSW to quickly respond to

customers on social media channels.

Knowing that the social conversation would go on with or without them, Canon USA was determined to bring that conversation closer to home where they could be a part of it. They set out equipped with a list of business objectives, criteria for success, and must-have requirements. After extensive research and comparing the features of available forum platforms, choosing a Lithium-powered Community was, in their words, a “no-brainer.”

“We launched the Canon Forum because we wanted to create a space where fans and enthusiasts could talk about our brand, evangelizing our products and services. We have gained the trust of our most ardent fans and continue to grow our user base because we listen and respond to the topics our customers care most about. The Forum provides us the opportunity to host conversations among our fans, and from there, almost anything is possible.”

— Michael Duffett, VP/GM, Marketing

200k

UNIQUE VISITORS PER MONTH

MONTH OVER MONTH

10.9%increase

AVERAGE VISITS:

NEW MEMBERS PER MONTH: 1kPAGE

VIEWS SINCE

LAUNCH:

5M+

GoalCreate a Total Community experience

where private investors feel comfortable sharing knowledge, offering peer-to-peer support, and providing investment advice. Also give customers greater influence and

involvement in the company’s offerings by providing them the ability to rate the

bank’s products and services.

SolutionTo create a customer community that

would meet their diverse needs, Consorsbank turned to Lithium to provide

the Total Community software platform that has enabled them to give their customers

a voice and to build trust between the bank and their investors.

Consorsbank is an online bank with no branches, therefore there are limited opportunities for the bank to connect with its customers in traditional ways. The bank wanted to create a social environment where they could better understand the needs of their customers, help them solve problems and build trusted relationships. Market factors also dictated the need for Consorsbank to differentiate itself in an increasingly competitive landscape and deliver on customers’ extreme expectations.

“This is a bold move for us since it puts great power in the hands of our customers. By allowing this open and public feedback from existing customers on our own platform, we provide absolute transparency into our strengths and weaknesses.”

— Clemens Eckstein. Social Solutions Architect and Project Head

300%↑

UNIQUE VISITORS

COMMUNITY INNOVATION IDEAS IN TWO MONTHS150COMMUNITY

MEMBERS: 14K

CONVERSION RATE: 1,500 CUSTOMERS PER WEEK

30%increase

GoalTo provide fast and reliable customer

service, improve search engine optimization (SEO), generate ideas for future products

and services and achieve satisfiedcustomers who convert into brand

ambassadors.

SolutionMigrate to a Lithium-powered community to incentivize membership through gamification elements (such as kudos and engagement-

level rankings), generate superusers and leverage the community for product

feedback and co-creation.

The close relationship of many members of the Telekom community is extremely valuable and beneficial. In addition to being a support community, the suggestions and requests of our customers have a big impact. The spectrum ranges from a technical bug that can be fixed to recommendations for developments of future services. For this reason, some of Telekom's product managers consistently go to the community to have direct conversations with their customers.

“The Telekom community offers our customers a platform on which they can exchange questions and share experiences regarding Deutsche Telekom products and services. The content of the community is largely user generated. This high quality content is considered particularly credible, especially by potential customers. The user journey starts with the information phase, and therefore our community is an important starting point.”

— Bernd Jansen, Head of Internet Sales & Services GK and Social Media, Telekom Germany GmbH

MONTHLY CUSTOMER POSTS:

30,000460,000

COMMUNITY MEMBERS

PAGE VIEWS

3.2M MONTHLY SUPPORT RESPONSES:

40k

GoalGive customers access to a top-tier

customer care team, decrease response time, increase effectiveness, streamline

a fragmented customer support process, and mitigate risk.

SolutionStrategically combine marketing channel

customer support with their global contact center to respond to and resolve

issues more efficiently leveraging Lithium Social Web (LSW).

In 2011, the flood gates opened. MoneyGram was on social media, and whether they liked it or not, customers and prospective customers were coming to them with questions, complaints and feedback. They were not there for their customers. Additionally, because scammers often target money transfer services to perpetrate crimes or launder money, MoneyGram faced the unique challenges of protecting their consumers, meeting compliance standards, and combating potential threats that undermine their customer relationships. The risk was high.

“Our customers benefit in the ability to communicate directly with customer service representatives via our social media channels to resolve service issues and, at the same time, continue interacting with MoneyGram as a social media community member.”

— Lindsay Conant, Senior Manager, Digital Marketing Analytics & Social Care

95%SOCIAL CARE OUTBOUND VOLUME:

CONVERSATIONS REQUIRING OFFLINE RESOLUTION:

17%↓

NUMBER OF CUSTOMERS ASSISTED: 46% 93%

RESPONSE TIME:

GoalBuild trust in a brand where little exists

today by creating a helpful social customer care organization that facilitates

meaningful conversations.

SolutionLeverage Lithium Social Web (LSW) for better social customer care and

proactive conversations.

British Gas is the UK’s leading energy supplier, serving more than 11 million homes and one million UK businesses. When British Gas ventured into the world of social media, they initially lacked a clear direction, guidance and understanding of how to operate in this arena. They didn’t realize the massive opportunity waiting for them and the flood of customers that would engage with them on social. They knew they needed a scalable social care solution that could help with both customer care and engaging key influencers.

“We were really conscious that people were talking to us on social, but we didn’t really have a way to organize that data. LSW has enabled us to get those customer queries finalized, completed and fully resolved in a short period of time."

— Louisa Martin, Social Media Manager-Communities, British Gas Digital

RESPONSE TO COMMENTS ON FACEBOOK AND TWITTER 93%

+800

PROACTIVE CONVERSATIONSPER MONTH

2.5hours or less

RESPONSE TIME:

+5BRAND SENTIMENT

point impact

GoalProvide quick and knowledgeable online support to resolve MYOB

customer inquiries without utilizing the email channel.

SolutionPartner with Lithium’s Social Customer

Experience product to trial the closure of email support and divert customer inquiries to a Lithium-powered Community as a test and learn. Ultimately, redirect customers

to their Community where inquiries are best managed.

MYOB, Australia’s leading accounting software provider who services over 1.2 million businesses across Australia and New Zealand, was gearing up to transition their customers from traditional desktop software to cloud-based solutions. They had found email support unpopular with their clients, in addition to being inefficient with support staff answering the same questions repeatedly. Customer questions could be answered more quickly if they were diverted to their Community, thereby leaving the support team to focus on the most complex client issues. However, they were apprehensive about closing down the email channel—how would customers react?

“Lithium has provided a stable, easy-to-use, feature-rich platform that has enabled us to develop a flourishing online community and an invaluable support resource.”

— MYOB Social Customer Experience Team

20kUNIQUE VISITORS PER WEEK:

63%↑COMMUNITY REGISTRATIONS IN SIX MONTHS:

A FEW DAYS DOWN TO

A FEW HOURS

AVERAGE RESPONSE TIME:

COMMUNITY POSTS: 1K PER WEEK

GoalMigrate their 12-year-old existing

European Sony Electronics forum to the new Lithium platform to decrease

Sony-generated content and increase fan-generated content, driving loyalty

and top line sales.

SolutionEngage users in company-generated

blogs, user-generated content, tutorials, workshops, and competitions primarily

aimed at their huge fan base of photo enthusiasts.

Sony, one of the world’s leading companies in consumer electronics and entertainment, decided it was time to migrate their 12-year-old existing Sony Europe community to a new platform to create a more vibrant and engaged community. They aspired to identify a robust platform with the flexibility to adapt and measure their strategic goals.

“The Lithium platform has been seamlessly integrated into our web presence and has been skinned accordingly to match our global look and feel to offer our customers the best social experience. Thanks to the clear design, customers can easily share their content and discuss products with each other.”

— Nico Henderijckx, Head of Communities

€4MMTOTAL BENEFIT:

CONTENT:

99%USER-GENERATED

SEARCHES PER MONTH: 7MM+

POSTS PER TOPIC:

FOR 1.4K TOPICS

6.7K

NEW REGISTRATIONS: 10K

GoalImplement a new digital solution to give

customers global access to social customer service with a quicker response time and

a one-on-one customer experience.

SolutionReplace prior vendor with Lithium Social Web (LSW) to offer the ability to create

an expanded top-tier customer care team that can respond and resolve issues

more efficiently.

When Symantec first started offering social support, it was a small team of three people. They used Tweetdeck as a monitoring tool, but eventually as the team grew, they had to identify a solution that was built for collaboration. Another team at Symantec had purchased a license from a different vendor, so they gave it a go. But when they started using it, all the positive customer feedback immediately stopped due to the tool’s unnecessary extra layers between them and the customer that caused extremely long delays in response time. So they continued to seek a solution that was focused on social customer service.

“Using LSW has been the best thing to happen to our Social Customer Service team. It’s helped us with Twitter and Facebook in ways I only imagined. We went from Tweetdeck, to a second vendor, to LSW. We dreamed fairly big early on with what we wanted to do with social support, but it was a struggle. Now with LSW, we’ve finally been able to achieve our dreams.”

— Tim Lopez, Project Manager, Social Customer Care

162%↑OUTBOUND RESPONSE VOLUME:

5minutes

AVERAGE RESPONSE TIME:

# OF LANGUAGES MONITORED

12ON A SINGLE

SUPPORT HANDLE

74%increase

UNIQUE CASES

MONITORED:

SUPPORT HOURS

24/7

GoalDigitize customer care with a Total

Community experience—connecting customers to other customers and to Telstra

for better problem resolution, insight, crowdsourcing innovation and sharing

experiences at every digital touch point.

SolutionTelstra turned to Lithium for multiple

products and services to build an entire digital eco-system with an award-winning

CrowdSupport® Community, a game-changing customer service experience

with Lithium Social Web (LSW), and Klout integration to offer the next wave of

gamification and customer value exchange.

Telstra, Australia’s largest telecommunications company, knew that both customers and employees engaged digitally with them every day—seeking to have their questions answered or problems resolved and share their experiences with Telstra’s products. Increasingly, their customers were expecting and deserving the same level of authenticity from interactions in digital environments as they traditionally were offered in the offline world. They recognized the need to create a Total Community customer care experience—and fast.

“Telstra has leveraged Lithium Products & Services to build an entire digital ecosystem that transcends incumbent boundaries of segment, device, employee and customer.”

— Monty Hamilton, Digital Operations Director

ACCEPTED SOLUTIONS:

22%increase YOY

KNOWLEDGE BASED

ARTICLES:

76% increase YOY

COMMUNITY-GENERATED CONTENT: 12,000+ PIECES IN 5 MONTHS

4000+ CHATS BY COMMUNITY

MEMBERS HELPING OTHER CUSTOMERS MAKE A PURCHASE

IN 201524X7 DIGITAL CUSTOMER CARE TEAM

GoalProvide world-class customer support through a community that is service-

oriented and allows people to ask questions and find detailed solutions online, thereby

reducing call center volume.

SolutionPartner with Lithium to develop a scaleable,

vibrant social customer community that has decreased call center costs, improved customer service, and continues to herald

Virgin as an innovative brand.

Like most telecommunication companies, Virgin Mobile Australia has not been exempt from the struggle to monetize the increasing demand for data communication, while seeing a simultaneous decrease in demand for voice communication—a traditional source of their revenue. As part of their marketing and customer service, social media has played a crucial role at Virgin Mobile. However, their various uses for social media channels were resulting in an influx of posts, comments, and questions that were overcapacity for their limited staff. This prompted the brand to explore alternative ways to address this issue to provide better customer service and increase customer satisfaction.

“We quickly found that Lithium’s platform was highly appealing because of the scalability for growth and their global operations provided a good benchmark for our business case. Their platform provides a great foundation for support-based ROI.”

— David Scribner, CEO

PAGE VIEWS

PER MONTH:

300k

POSITIVE

NPSscore 35%

MOBILE ADOPTION ON COMMUNITY:

PEER-TO-PEER ACCEPTED SOLUTIONS: 435 WITHIN THE

FIRST YEAR

Learn how more than 300 leading brands around the world are using Lithium to boost sales, reduce service costs, spark innovation, and build long-term brand loyalty and advocacy. Visit lithium.com