download case study - Get Satisfaction

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Prezi o ers customers two di erent solution options a premium plan that includes email support and a free plan which pro
Prezi supports ‘freemium’ customers with an online community

About Prezi Prezi is a cloud-based presentation platform that helps people connect more powerfully with their audience. Unlike slides, Prezi’s open, zoom-able canvas lets presenters show relationships between the big picture their message is more likely to resonate, motivate and be remembered, whether they’re delivering a sales pitch to thinkers. Prezi is in the business of making presenters great—and its strategy is working. Prezi now fosters a community of over 45 million users and over 120 million prezis around the world.

The Business Case for Community When Prezi launched from Budapest, Hungary in 2009, it had the foresight to embed the concept of an online community into its corporate strategy right out of the gate. on product feedback from its growing set of users. As the company grew, community’s strategic role grew with

speaking community with close to 60,000 members and two newer communities in Spanish and Portuguese. Communities serving other languages are also under consideration.

freemium users quickly get answers to their questions at a far lower cost to Prezi. Answers to frequently-asked questions are accessed instantly via the community’s knowledgebase of 45,000+ topics. Prezi is happy with the community’s rapid response times for new queries. 24 hours, which happens to be the same time frame guaranteed to premium customers,” said Georgina Spitzer, Support Manager for Prezi. language community are answered by Prezi employees, with roughly 10% addressed by fellow users sharing their input on issues and problems. In its Spanish and Portuguese communities, peer-to-peer support makes up the bulk of the interactions.

Zendesk integration reduces premium support tickets Prezi tightly integrates its Zendesk helpdesk solution with its Get Satisfaction community platform and the two applications reinforce one another. Premium customers often end up going to the community when they have a quick question that’s better addressed with self-help—a growing trend which reduces the overall number of support tickets. Likewise, freemium customers who come to the community not only get their question answered; they can also be directed to promotional content encouraging them to upgrade to the premium plan if they want additional support. “By integrating Zendesk and Get Satisfaction, we can respond to a community query from a freemium customer with a timely upselling message,” said Spitzer.

Easy self-support for freemium users

Faster, better product with real time user feedback

premium plan that includes email support and a free plan which provides self-help via the community.

Prezi’s product development has always been grounded

By replacing higher touch support with self-service,

vehicle to capture and track that input in real time.

“For many customers, the community is

Georgina Spitzer Prezi

“Community feedback helps us shape our decisions, discover new aspects of the product and uncover new

“We believe customers really value having a place to go for answers, advice and ideas that will ensure they deliver

new ideas per month and those ideas often receive

Business Results of product development, according to Spitzer. “If the community, product development takes this into consideration and may change the roadmap,” she added.

Why Get Satisfaction? When Prezi was looking for its community platform partner, Get Satisfaction’s outcome-based approach to interactions stood out. Prezi liked that customers could see rapid closure with a results-driven process and that Prezi could keep them informed along the way with

analytics systems

Community Vitals

integration with key business systems like Zendesk and

customers as the team studies things like popular search terms, new search topics and length of time spent on a given page.

to provide high quality customer support to freemium

About Get Satisfaction Based in San Francisco, Get Satisfaction provides an online community platform connecting companies with customers to foster relationships that unlock new value for both sides. Companies of all sizes and industries— from Kellogg’s, P&G and Intuit to Sonos, HootSuite online communities that modernize customer support,

worldwide know that Prezi is there to listen and to help. and sometimes the only place—they go,” said Spitzer.

the fastest time to value for companies ready to embrace the way today’s customers want to engage.