While I do not expect the post title to make sense to you yet, it will not only make sense soon but it should impress you as well. Today I chatted with Todd Sierer, Product Manager for LabVIEW, about their Social Support Community (SSC) efforts.
The LabVIEW team is focused on delivering great products, and great support, to their customers. In fact, they are so passionate about these goals that all new employees begin life as a customer service representative. All employees.
Lab view has made use of collaborative support solutions for 10 years, beginning with a discussion board, evolving into a robust support community for the last few years. This community, made of up 140,000 registered members is extremely active, with power users spending hours a month in the community.
The results? 50% of the questions raised by their customers in the support community are answered by other LabVIEW customers. 50% of the potential workload is handled by customers, not LabView employees. That is the kind of ROI that it is easy to put numbers too, numbers that amount to millions of dollars a year for LabView, numbers that amount to true SSC success.
John
May 4, 2010 at 7:26 am
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May 4, 2010 at 7:26 am
[...] Pro Tweets My @LabView post here for those interested in that topic: http://johnfmoore.wordpress.com/2010/04/22/10-140000-50-ssc-success/ #monitoring johnfmoore – Thu 29 Apr 15:08 All Things [...]
April 24, 2010 at 11:59 pm
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April 23, 2010 at 4:25 pm
John, thank you for the response. I was reflecting back to your earlier articles regarding CIO push back, etc. These examples and associated numbers will help all of us as we deal with that dynamic. Of course, there are always cynics who won’t move. So be it.
April 23, 2010 at 3:10 pm
John, this is a powerful story indeed. I will start using it as part of my “why go social” discussions. Do you have other examples? Aaron
April 23, 2010 at 3:12 pm
Always more on the way. My interviews and case studies page is the best place to begin, of course, but I will be working to continue to add more stories, more #s, to help everyone make the case.
John
April 23, 2010 at 3:02 pm
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April 22, 2010 at 9:28 pm
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