Skype's peer-to-peer community improves 1st contact resolution to 70% and reduces support cost by 10%
What happens if you flip on all switches for "Community" and put the spotlight on a previously hidden tech support forum? Skype did just that and turned it into a vibrant location for exchange around everything Skype, resulting in 1st contact resolution at 70% and reduction of company-wide support costs by 10%.
Reflecting their truly global product Skype launched the community in eight languages to offer answers on new and trending support questions faster and deliver them on a more direct channel. Members appreciated the fact that they could exchange in their language and had experts covering all time zones around the world. To drive direct exchange with their customers on product improvements, Skype launched #SkypeTalks live events where questions were streamed into a specific community board and Twitter and were replied by product managers at Skype. This helped prioritize the developments sprints through the insight gained and gave users a very rewarding feedback experience.
The Lithium-powered community is thriving with passionate users who share their expert knowledge and creative solutions on using Skype products.
* Community helped Skype identify and resolve new product issues within 24 hours of launch that normally would have taken days.
* First contact resolution at 70% for 10 millions users/month
* 10% reduction in traditional support costs
* Community members are 30% more likely to use long-term subscriptions, connect on more platforms and show double usage of paid minutes
June 2011 - present