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Social Support Maturity

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Social Support Maturity

  1. 1. Social Support Maturity with August 22, 2012
  2. 2. today’s speakers Archana Shrotriya Emilie Kopp Joe Cothrel AE Web Support Social Business Programs Chief Community Officer National Instruments National Instruments Lithium Twitter hashtag: #lithcast
  3. 3. we are lithium delivering social customer experiences for the world’s most iconic brands
  4. 4. what is social support? Social support is the use of social channels—forums, blogs, and social networks—to supplement or replace traditional customer service and support channels.
  5. 5. challenges in service and support Sources: Accenture, Lithium customers, Jupiter Research
  6. 6. WAVE 1 WAVE 2 WAVE 3      
  7. 7. challenges of mature efforts  Performance measurement and improvement  Increasing adoption  Integration of social and non-social channels  Improving customer choice of channel  Leveraging channels for quality improvement
  8. 8. ni.com
  9. 9. National Instruments—Our Commitment • We equip engineers and scientists with tools that accelerate productivity, innovation, and discovery. ni.com 9
  10. 10. National Instruments—Our Stability Long-Term Track Record of Growth and Profitability • Non-GAAP Revenue: $262 M in Q1 2012 • Global Operations: Approximately 6,300 employees; operations in more than 40 countries Non-GAAP Revenue* in Millions • Broad customer base: More than 35,000 companies served annually • Diversity: No industry >15% of revenue • Culture: Ranked among top 25 companies to work for worldwide by the Great Places to Work Institute • Strong Cash Position: Cash and short- term investments of $377M as of March 31, 2012 *A reconciliation of GAAP to non-GAAP results is available at investor.ni.com ni.com 10
  11. 11. National Instruments—What We Do Graphical system design combines graphical programming software with modular hardware, leveraging the latest technologies. Low-Cost Modular Measurement Productive Software Highly Integrated and Control Hardware Development Tools Systems Platforms ni.com 11
  12. 12. From Kindergarten to Rocket Science ni.com 12
  13. 13. Social Business Evolution Idea Listserv 1991 Exchange 2009 Blogs 2005 Support Forums1999 Twitter, FB, Re-launched in 2004 Mobile 2011 ni.com 13 YouTube 2007
  14. 14. 2004 Goals of NI Discussion Forums - Provide a online public forum where customers can gather to troubleshoot and solve their NI product problems - Build a worldwide community where users can share knowledge and develop a lasting relationship. - Improve searchability of information in the public forum. - Promote loyalty amongst the Enthusiast community. - Integrate public forums with other content databases that exist on the site to provide more complete solutions to our customers. ni.com 14
  15. 15. ni.com/forums Support Forums ni.com 15
  16. 16. Support Forums Key Features ni.com/forums • Available in Eight Languages • Japanese, Chinese (Simplified), Chinese (Traditional), Spanish, Italian, Turkish, Portuguese and Arabic • Advanced Personalization Options • User configured emoticon style, signature, font size, subscription preferences, board layout, time zone, etc. • Backend Support Integration • Applications Engineering in the appropriate worldwide branch is notified for each message posted based on customer location. • Integrated with NI Authentication and Service Request Management • Users login with their existing NI authentication and can post questions Service creation system. • Detailed Reporting Functionality • Granular reporting to trend forum traffic better to monitor success. ni.com 16
  17. 17. ni.com/forums User Engagement ni.com 17
  18. 18. ni.com/forums Estimated Savings Direct & Indirect Deflections $7.5M/year Savings Time ni.com 18
  19. 19. ni.com/forums Rewards and Reputation Enthusiasts, Proven Zealots 5 Knights of NI! Favorite hat to wear at NIWeek Princess Shrubbery from NI Teddy Sword Bear (Avatar) ni.com 19
  20. 20. Social Business Impact Areas - Support: Ensure Customer Success - R&D: Co-Innovation: Obtain Product Feedback and Enable Development - Marketing: Increase Loyalty and Advocacy, Increase Brand Awareness and Manage Reputation - Sales: Drive and Enable New/Repeat Business - Internal: Enhance global employee collaboration and nurture NI culture ni.com 20
  21. 21. Co-Innovation Plan - Make it easy for NI Customers to share discuss and vote on new features - Gather feedback from lead users as we enter new markets - Encourage customers to share their feedback in a public idea forum - Integrate these ideas into traditional marketing efforts - Launch customer driven product enhancements at NI- Week, our annual user conference and trade show. ni.com 21
  22. 22. ni.com/ideas Idea Exchange ni.com 22
  23. 23. ni.com/ideas Co-Innovation Idea Facts: 2,700 ideas submitted(initial goal 500) more than 80,000 votes 15,500 comments on ideas ni.com 23
  24. 24. 12 Enhancements ni.com/ideas From the LabVIEW Idea Exchange in the 2012 Release • Subdiagram Labels • Conditionally writing values to loop output tunnels • Enumerated dialog enhancements • Concatenate indexing • Removing selected broken wires • Right-click menu for multiple items • Icon Editor API • Long file path truncation • Contextual Help for Data Coercion • Separate label locations for controls and indicators • Event structure in Base version • String editing dialog box ni.com Accelerate your productivity 24
  25. 25. Recognition in White Papers ni.com 25
  26. 26. Recognition in User Manuals ni.com 26
  27. 27. 2013 Goals of ni.com Community/Forums • Provide Technical Support and Troubleshooting • Enable peer-driven technical solutions • Build Loyalty and Engagement • Enable customer collaboration with other experts • Elevate customer voice within NI • Encourage user contribution • Recognize advocates & power users • Develop User Product Proficiency • Deliver online content to enhance “Getting Started” experience • Accelerate aptitude and innovation through collaboration • Drive customers from product to online content ni.com 27
  28. 28. The more active the customer is with NI community, the more satisfied and loyal they are with NI Extremely Satisfied / Likely Not at all Satisfied / Likely Source: US/CA Q2 2011 Customer Loyalty Survey Q. How frequently do you visit the NI Community or forums to read content, share code, and so on? (Single select) Q. Now, considering everything about National Instruments in terms of the available product information, sales representatives, ordering process, products, and support/services, how would you rate your overall satisfaction with National Instruments? Q. How likely you are to do the following? ni.com 28
  29. 29. 2008 Supporting Category Winner: Nerd Network: Building an Online Community for Developers 2010 Energizing Category Finalist: Energizing Engineers at NIWeek 2010 Embracing Category Winner: Embracing our Customers for Software Development NEW: 2013 Harvard Business School Case: National Instruments LabVIEW Community: Social Business for a B-to-B ni.com 29
  30. 30. Future Investments ni.com 30
  31. 31. Customer support on the social web ni.com 31
  32. 32. NI Social Listening Process Social Media Monitoring Tool “Actionable Conversations” Employee Finds all social mentions of NI global brands Checklist Listening and products (Social Media Coordinator) Network supplements Will taking action help us… monitoring tool • Increase brand awareness • Manage brand reputation Sanity check: Who is it? • Increase loyalty/advocacy - Historical Relationship • Ensure customer success - Influencer - Attention seeker (@- • Obtain product feedback mention, direct message) • Drive and enable new and repeat business Posts “Actionable Conversations” to internal employee network - Coordinator responds immediately or alerts internal experts of relevant, new posting - Employees can collaborate on most valuable response - Member of “core team” or topic expert responds on original platform and links to valuable content - Conversation is tracked and recorded ni.com 32
  33. 33. Notion of service anywhere, anytime? ni.com 33
  34. 34. NI’s key challenges and focus areas moving forward • Align with business objectives and stakeholders • Collaboration across NI Social Media, Web Support Operations and Applications Engineering Teams • Avoid creating silos (Facebook vs. Twitter vs. NI Forums) • Leverage our existing processes and existing community ni.com 34
  35. 35. Questions? ni.com 35
  36. 36. today’s speakers Archana Shrotriya Emilie Kopp Joe Cothrel AE Web Support Social Business Programs Chief Community Officer National Instruments National Instruments Lithium Twitter hashtag: #lithcast