SAN FRANCISCO – November 20, 2014 – Lithium Technologies today announced that it now powers the
online community for the leading telecommunications company in Germany,
Deutsche Telekom. The community is a consolidation of three different
Telekom customer portals, making it one of the largest online
communities in Germany. Telekom customers now have one online
destination to exchange ideas with each other, share feedback and get
answers from experts. The Telekom community has over 360,000 registered
members with more than a million posts and can be found at https://telekomhilft.telekom.de
In Germany, extreme customer expectations are escalating. In fact, a global survey found that about half of the Germans surveyed (46%) will only call a toll-free number for customer service as the last resort.¹ As one of the first telecommunications companies in Germany to focus on customer support and service on social media, Telekom understands the importance of giving customers “instant gratification” from online customer service. The Telekom community helps connect customers with peers and experts to help simplify the customer service process.
The community also gives members and customers the ability to search all areas of the community to quickly and easily find the most relevant topics and issues. Community members also benefit by connecting with peers and the Telekom support team, sharing knowledge and skills on the community blog and contributing ideas for future telecom services and products. Community vibrancy is fueled by gamification features, such as badges and kudos, which makes for a more exciting and rewarding experience for members.
“Lithium ran our successful business portal so we knew they were the right partner to run our consumer community as well,” said Gunter Fritsche, SVP Internet Sales and service of Telekom Germany GmbH. “Lithium’s enormous expertise has strengthened and advanced our technology. We’re proud to have the industry-leading platform powering our community.”
"The Telekom community is an excellent example of what can be achieved when brands want to connect with customers in this digital age,” said Katy Keim, CMO of Lithium. “Lithium’s decade of developing communities for industry leading brands, including over 50 of the world’s leading communication providers, puts us in the unique position to connect our clients with their customers so they can strengthen their customer relationships and gain brand ambassadors.”
The Lithium team worked hand-in-hand with specialists from T-Systems Multimedia Solutions for the web design, testing and platform migration, including the single-sign-on access. Additionally, community superusers of the three previous portals provided user insight on how to improve the new platform and helped shaped the new Telekom community.
¹ Extreme Customer Expectations Have Gone Global, Harris Poll Survey on behalf of Lithium 2014
About Lithium Technologies
Lithium's software helps companies reinvent how they connect with their customers. Lithium works with more than 300 of the world's best brands— including Best Buy, Indosat, Sephora, Skype and Telstra — to respond on social networks and to build trusted content on a community they own. The 100% SaaS-based Lithium Social Customer Experience™ platform enables brands to build and engage vibrant customer communities to drive sales, reduce service costs, accelerate innovation and grow brand advocacy. For more information, visit lithium.com, or connect with us on Twitter, Facebook and our own community. Lithium is privately held with corporate headquarters in San Francisco and offices across Europe, Asia and Australia.
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