Message posts and replies Pitney Bowes User Forum
Users are rewarded by their peers for useful answers through “Kudos” and “Accepted Solution” tags. Users build reputation through a system of ranks and roles. Pitney Bowes User Forum Reputation and Feedback encourage participation
ROI 2008 Rate Change: A Case Study We launched the Forum in April 2008 with an initial goal of Rate Change Support call deflection In 2007, we had had 417,000 phone support calls just related to rate change.
Typical support call costs $10 or more
Pitney Bowes staffs up temporary call centers to support Rate Change.
Drove traffic to forum from all rate change related pages on PB.com and from email
Volume on May 12, the day RC took effect was > 10 times our average daily volume.
Moderators from Rate Change group and CSR handled questions
Specific answer posting 20% deflection* ROI: 2008 Rate Change General info posting 5% deflection* 39,065 views 7,817 saved calls $78K savings 500,000 total views 25,000 saved calls $250K savings * Groundswell, Charlene Li and Josh Bernoff, Forrester Research, 2008
Call deflection savings for Rate Change issues during May 2008 alone were more than $300K, or 2-3 times our annual cost for the forum. This was one month after the Forum was launched. ROI: 2008 Rate Change
Pitney Bowes User Forum “Ask the Expert” events Think Tank pilot program
Goal of Special Events Rate change Ask Expert Keeping users engaged between rate changes
Community Drives Success And “Superusers” drive the community… The 90-9-1 Rule: