Brendan Cosgrove, Community Director, Kaseya

Categories
  • Future of Work
  • Next Generation Customer Experience
The Project

We built an online community called 'Kaseya Connections' designed for engagement between customers and employees. It was originally designed for customer service - getting customers support 24/7 for Kaseya products. Now the community is not just for peer-to-peer support, but real time collaboration, true knowledge sharing and betterment of the customer experience. 

The Technology

Telligent Community

Metrics Matter

Since launching the community, we've increased the number of customers engaged with Kaseya inside our community 300% year-over-year.  We're able to defray support costs through traditional channels, and we've increased questions asked and answered without any interaction by Kaseya employees 14x over.  Another proof point is measured by community traffic. For example, 50 customers with a particular problem replied to one post, but we received 50,000 unique visits to that area, which shows the importance of that issue even if not everyone commented on it.

Prior to the community, we found negative sites popping up; now we have identified that 65% of community conversations are positive, and that jumps to 85% for power Kaseya customers/community members.

Disruptive Factor

The key disruption we’ve offered (in addition to efficient social support) is that our customers now evangelize for us due to the positive customer experience we deliver. Because our community is so open, when a prospect visits and asks about a competitor – and you can’t refresh the page fast enough – Kaseya customers come to our defense and promote the value of being a Kaseya customer for us. Prospects see the unvarnished reality, which is one of the best sales tool we can offer.

Shining Moment

Our employees and customers support one another in times of crisis. For example, there was an earthquake in New Zealand (where we have both offices and customers). The whole online community instantly rallied together to send servers and support within hours of the event. These were both Kaseya employees and customers helping one another because of the tight bonds they made in the community while sharing support and best practices. And it’s really phenomenal because there was no direct financial gain, members were just looking out for one another.

 

ABOUT Kaseya 
Kaseya is the leading global provider of IT Systems Management software. Kaseya solutions empower everyone –– from individual consumers to large corporations and IT service providers –– to proactively manage and control IT assets remotely, easily and efficiently from one integrated Web-based platform. Kaseya solutions are trusted by IT service providers and a wide variety of industries including: banking, consumer packaged goods, education, financial services, government, healthcare, military, real estate, retail and transportation. The company is privately held and based in Lausanne, Switzerland with over 30 offices in more than 20 countries. To learn more, please visit http://www.kaseya.com.