Lithium Making Social the Way You Do Business

Making Social the WayYou Do BusinessMarch 13, 2012

today’s speakersJoe Cothrel Brian KlingChief Community Officer Community & Social MediaLithium Program Manager@cothrel Autodesk @briankling @cothrel @briankling #LithCast

we are lithium delivering social customer experiences for the world’s most iconic brandsfounded in 2001bay area hq, new york, london, zurich, paris300 customers 30+M registered usersnamed market leader by forrester, gartner100% cloud platformtop tier VC funding, including Benchmark &NEA confidential

what is social support? Social support is the use of social channels—forums, blogs, social networks, and other social media—to supplement or replace traditional customer service and support channels. @cothrel @briankling #LithCast

challenges in service and support increase customerdeliver a great experience manage support costs satisfaction 80% 60% $10 $100of customers are less likely of customers say that Average cost for phone to buy again after a poor customer service does not support can range from $10 service experience meet their expectations to over $100 per call @cothrel @briankling #LithCast Sources: Accenture, Lithium customers, Jupiter Research

customers are ready for a solution fast easy accurate77% of customers seek search drives 30-60% customers are true answers on your of traffic to the product experts website community @cothrel @briankling #LithCast

benefits go beyond cost reduction $1 ¢1 5 5savings scalability sales social support communities absorb community members reduces costs traffic spikes spend 25 to 150% 10-100x more @cothrel @briankling #LithCast

WAVE 1 WAVE 2 WAVE 3 forums empower customers to help q&a each other by hosting a space for organized discussions  create a simple process for customers to ask for help knowledge base create a searchable facebook repository of peer content  bring proactive support to customers on social networks twitter  bring proactive support to customers microblogging @cothrel @briankling #LithCast

social support is direct and peer empower employees to empower customers help customers to help each other @cothrel @briankling #LithCast

We are Lithium4 types of social support integration WEB CRM SOCIAL PROCESS @cothrel @briankling #LithCast

We are Lithium4 types of social support integration Single Sign-on Unified customer database Federated search Unified agent dashboard Embedded social content Autoescalation Mobile WEB Unified analytics CRM Social share Roles & responsibilities Social connect Tech-enabled workflows Social network apps Measurement & reporting Microblogging SOCIAL Curated content PROCESS @cothrel @briankling #LithCast

We are Lithium10 future trends 1. Making social support easier (increased conversion) 2. More direct (vs. peer) social support on and off-site 3. More personalized support 4. More real-time support 5. Deeper and more diverse roles for superfans/superusers 6. Increased informal employee participation 7. Increased focus on customer ideas and insights 8. Greater integration of support and marketing 9. More efficient social support operations 10. Better tools and processes @cothrel @briankling #LithCast

• 104 Software products • Design, Visualize, Analyze & Test • B2B/C • 13 languages • 10+M Users • Subscription = direct support • 1900 Resellers • 3M Students© 2011 Autodesk @cothrel @briankling #LithCast

Why a CRM integration? Provide enhanced service for paying customers Improve customer insight No FT staff for online communities Minimize effort & streamline processes @cothrel @briankling #LithCast© 2011 Autodesk

What were some of the challenges? Collaboration  Product Support, Marketing, IT  Lithium, Lithium Professional Services, Consultant Change Management  Awareness  Training  Weekly Meetings @cothrel @briankling #LithCast© 2011 Autodesk

Results from 2011 53% percent of Subscription customers resolved their issues in the online community, versus 39% industry average for 2010 (per the Technology Services Industry Association [TSIA]). Of the 53% above, 49% would have logged/called in a support request (26% deflection rate). Comparing 1Q11 to 4Q11, Unique Monthly Visitors grew by 250%. In November/December 2011, 83% of forum posts had a First Reply, on average within 19 hours. Annual ROI of Support savings vs. overhead costs amounted to ~$6.8 million. @cothrel @briankling #LithCast© 2011 Autodesk

Making Social the Way You Do Business Q&AJoe Cothrel Brian KlingChief Community Officer Community & Social MediaLithium Program Manager Autodesk @cothrel @briankling #LithCast

Thank you.

Lithium Making Social the Way You Do Business

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