Case Study: Pitney Bowes’ Customer Forums Delivers Service Socially
Presented by: Matthew Broder, VP, External Communications, Pitney Bowes Inc.
http://www.bdionline.com
4. 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
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7. Volume on May 12, the day RC took effect was > 10 times our average daily volume.
10. 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
11. 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
12. Pitney Bowes User Forum “Ask the Expert” events Think Tank pilot program
13. Goal of Special Events Rate change Ask Expert Keeping users engaged between rate changes