As the leader in IT testing and performance products,
Mercury Interactive maintained a large support network for
their clientele. These mechanisms included an online discussion
area and knowledge base for customers to ask questions and
contribute their solutions.
Facilitation
of do-it-yourself support
Expanding User Interactions To create a
stronger customer support system at MercuryInteractive.com,
my role was to expand user-to-user interactions. I
performed outreach that encouraged new users to submit
questions for the forums, while also researched solutions
for unanswered forum posts using the knowledge base
and other sources.
Knowledge Recognition In addition,
all marketing and developmental feedback was gathered
from the community and frequently forwarded to the
client's engineering staff. Active contributors were
recognized via a "Solution of the Week" program that
helped build site content and encouraged future interactions.
User interface enhancements were also recommended
and implemented.
Contained Support Costs Through these
active community management principles, the client
contained support costs through self-service, gained
stronger customer loyalty, and experienced a higher
level of customer satisfaction. The MercuryInteractive.com
support community grew to over 32,000 registered members,
with traffic of approximately 8,000 users per month.
