View Larger ImageCrucial.com: Enhancing the Customer Experience with Online Community 
By Lexar Media
Crucial.com is an online destination of Lexar Media, a leading global provider of memory products for digital media. As the demand for better memory solutions has increased, so has Crucial.com’s customer base and the challenge of maintaining high levels of customer satisfaction. To meet that challenge, the company explored its options for scaling customer service to keep pace with the growing and evolving needs of its customers.
Crucial.com decided to implement social technology in the form of a customer community powered by Lithium Technologies. On the community, members and visitors share ideas, solutions, and best practices about Crucial memory products. In addition to answering one another’s questions, community members have also provided valuable feedback to the company.
In just two months, the Crucial.com customer network has had more than 1,000 users register to join the community, which is positively impacting customer satisfaction.
Enhancing the Customer Experience and Satisfaction: Crucial.com’s community is positively impacting customer experience and satisfaction in two ways. First, the community gives customers access to their peers, who are a highly trusted source for information and support. Second, the community is easing the burden on existing support channels. Crucial.com has already seen an overall reduction in support call center volume for Crucial products, and a staggering nearly 50% reduction in support chat volume, enabling the company to continue delivering timely and high quality customer service.
Accelerating Product Improvements: Community members have already provided valuable feedback that has led to product improvements. For example, thanks largely to feedback from the community, Crucial.com discovered that 64-bit windows users were experiencing problems using its System Scanner tool. After additional testing and development, the company was able to resolve the issue and make an enhanced 64-bit version of the tool available to customers.
June 2009 to Present
