By Research In Motion
How can you nurture your brand advocates to help create and maintain a successful, self-sustaining and growing online Support Community? BlackBerry saw the opportunity to further embrace its Super User base and tap into relationships within both the brand and the community members. By developing a formal Super User program and rewarding them for their efforts, these advocates have truly become the "super glue" that holds the Support Community together.
BlackBerry first recognized that there were community members who demonstrated their expertise and passion on various Support channels by reaching out to other users and helping them with their queries. As a result, the brand's first step was to expand their Support Community platform and invite Super Users to the Expert Arena, a private, invite-only area. Here, they have direct access to RIM employees and can provide feedback, escalate community issues, or just plain socialize with other like-minded users who are equally dedicated to the community.
Many Super Users have spent over 20 hours a week participating in our Community and their individual post counts range from 500 to more than 35,000 posts, which is a significant contribution to the Support Community and enables the platform to remain self-sustaining.
On average, they spend approximately 900 hours a month on the Community addressing technical issues for users and by extension, saving the user from contacting their carrier or reaching out to the company for support.
- Over 40 Super Users within the Support Community
- More than 140,000 "Top Ten" posts by Super Users within the Community discussion boards
- Almost 20,000 posts by Super Users in the Expert Arena
- 10,000+ Accepted Solutions authored by Super Users
April 2008 to Present
Overall Rating: (83 votes)
Reviewed February 22, 2013 by RosaReport Inappropriate Review
Reviewed January 31, 2013 by Jerry
Reviewed January 31, 2013 by CarleeReport Inappropriate Review
Reviewed January 21, 2013 by HallieReport Inappropriate Review
Reviewed January 21, 2013 by AmeliaReport Inappropriate Review
Reviewed January 16, 2013 by Emberlynn
Reviewed January 8, 2013 by LakeishaReport Inappropriate Review
Reviewed July 7, 2012 by TassilynReport Inappropriate Review
Reviewed May 27, 2012 by RombyReport Inappropriate Review
Reviewed May 21, 2012 by MinaReport Inappropriate Review
Reviewed May 15, 2012 by TawnyReport Inappropriate Review
Reviewed May 2, 2012 by JaylonReport Inappropriate Review
Reviewed April 30, 2012 by CarlindaReport Inappropriate Review
Reviewed March 30, 2012 by Debabrata
It is a greate place to learn new things and share ideas and experiences.Report Inappropriate Review
Reviewed August 25, 2011 by Xandrex
Hi, I am a member of that Super User program. I guess I was not aware that I was being observed ;) It is an honor to be part of that special program. It is very convenient to be able to exchange information with RIM employees, as well as provide feedbaReport Inappropriate Review