omnisocial engaged for social customer support · • expertise in social engagement, online...

MZINGA l MAKING SOCIAL WORK | MZINGA.COM 1

OmniSocial Engaged

for Social Customer

Support Powered by Mzinga


Who is Mzinga? Today’s Speakers

Dana Brunt Social Product Director Mzinga Jackie Ferreiro Director - Social Media Interval International Dan Von Behren Director, Project Management Major League Baseball Advanced Media David Kershaw VP, Cloud Services Altova

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Who is Mzinga?

Technology & Services

• OmniSocial Engaged – Social Engagement Platform for Customer Support and Brand Affinity

• OmniSocial Insure – Social Moderation Services

• OmniSocial Learning – Social Business, Collaboration, Learning and Development for the Extended Enterprise

• OmniSocial Content – eLearning course content development platform

• Alumni.IO – Corporate Alumni Networks

Company • Headquartered in Burlington, MA w/offices in Mechanicsburg, PA

• 100 employees with a network of 50+ multilingual social media professionals

Experience

• Formed in 2008 through acquisition of leaders in the learning and social engagement markets

• Expertise in Social Engagement, Online Moderation, Social Learning, Social Business, and Alumni Networks

About Mzinga


Who is Mzinga? Interval International


Who is Mzinga? Major League Baseball


Who is Mzinga? Altova MetaTeam


What was the Business Objective for

implementing a

Customer Support Community at your company?

engaged.com


What impact

has it had on overall

Customer Support?

engaged.com


How does the Community

influence

Customer

Relationships?

engaged.com


How is the

community staffed?

How does that breakdown vs.

peer-to-peer

support?

engaged.com


What are some of the

key metrics that you look at to determine

Community Success?

engaged.com


How do you promote your

Community?

How does it fit within your overall

social strategy?

engaged.com


http://www.engaged.com/

http://www.mlb.com/

http://www.intervalworld.com/

http://www.altova.com/


Takeaways


OMNISOCIAL ENGAGED The premier enterprise social engagement platform to power fully-

integrated, branded discussions.

Empower your fans, consumers, and customers to have real, value-added conversations on your domain.


REDUCE SUPPORT COSTS

CUSTOMER SATISFACTION

INCREASED REVENUE

PRIVATE OR PUBLIC

INSIGHTS

INNOVATION

SOCIAL CUSTOMER SUPPORT

Key Benefits


OmniSocial Engaged – Features

BRANDABLE

MOBILE

CONFIGURABLE

SCALABLE

SEAMLESS

AUTHENTICATION

ANALYTICS

GAMIFICATION

QUICK AND EASY

UGC MODERATION

MEMBER

MANAGEMENT

INTEGRATIONS

“BYO”

PROFESSIONAL

SERVICES


Solution: OmniSocial Engaged

Client: Major League Baseball

Major League Baseball. America’s Pastime.

Mzinga is proud to power user interactions for MLB.com

since 2002. MLB is leveraging the depth and flexibility of

Mzinga OmniSocial Engaged to provide deeply integrated,

interactive experience for users across multiple use cases.

Goals: Multiple domains: Mzinga hosts branded fan forums for each MLB team, as well as each Minor League team, which includes support for multiple domains (mlb.com, milb.com). Opportunity for increased traffic and online advertising. Support Forums: Paying subscribers to MLB.TV, Gameday Audio, and PostSeason.TV have access to support forums for each

service offering, where they can ask a question to a CSR and browse answers to FAQs. Seamless Experience: Both the fan forums and the support

forums are deeply integrated into the MLB.com experience. Users log into MLB.com with their credentials and are logged into Mzinga via Seamless Authentication. If a user is a subscriber to a

premium service, this is passed in the user record, and they are automatically granted access to the appropriate support forum.

Results:

• Average of 30 Million Page Views per Month.

• Over 1Million MLB.com members have also

particpated in a mzinga hosted forum.

• Average of over 300K new discussion topics per year.


Solution: OmniSocial Engaged +

Insure (Moderation) Client: Interval International

Interval International is a leading vacation exchange

company with locations around the globe. Interval members

have access to premier destinations, luxury resorts, and extensive vacation exchange network.

Mzinga hosts the Interval-World Community, a members-only, private, branded destination community.

Business Goals: Provide Interval members with a community to share their destination recommendations, resort reviews, advice on navigating the waters of vacation exchanges, ideas and innovation, social networking, and user profiles to share their vacation photos and

blogs. Results: Since the launch in 2010, Interval has seen 10% adoption of the community by their 2+ million timeshare owners, 10,000+

discussion topics, 65,000+ unique messages, and 8M+ page views. Additionally, the community has a monthly growth rate between 1-5%. This private community leverages Mzinga Seamless Authentication so only Interval members are able to access the community.

The community is vibrant and discussions are lively. Users are encouraged to achieve levels of engagement and influence and earn reward badges based on their interactions within the community. New members are welcomed with a new user badge and by the community’s super-users. Interval obtains invaluable customer feedback from the member community which helps to

shape future offerings and services. Mzinga also provides online moderation enforcing the community TOS, which includes preventing the act of vacation exchanges within the community, in addition to responding to user reported violations.


Solution: OmniSocial Engaged

Client: Altova

Altova is a software company offering many products and solutions used by millions of customers. Altova was looking

for new ways to reach their customers as it released its MetaTeam product. MetaTeam was a cultural and operational

shift for Altova. In addition to being the company's first cloud-based offering, it is also the first product targeting a more

business oriented user and buyer. MetaTeam is a project management and team collaboration product where as

most of their other projects were geared towards technical users such as web developers, DBAs, and server

administrators.

As Altova broadened their vision beyond IT and Development, they needed to be able to quickly track into the

language, motivations, and needs of new groups. Altova needed greater flexibility and more fluid communications

channels so they can build these new relationships.

In February 2014, Altova launched MetaTeam Customer Support Community, powered by OmniSocial Engaged and

integrated into the overall MetaTeam digital experience.

“We needed a slick and functional customer support portal that could match our product’s branding, be easy to

administer and integrate with our product, provide valuable insights and suggestions from our customers, and get us

up and running fast. OmniSocial Engaged gave us all that and more. " - David Kershaw, VP of Cloud Services at

Altova.

Go to the MetaTeam Support Community.

http://support.metateam.net/


http://www.engaged.com/

http://www.mlb.com/

http://www.intervalworld.com/

http://www.altova.com/

omnisocial engaged for social customer support · • expertise in social engagement, online...

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