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Are You Committing “Sins” With Your Social Collaboration Platform?

Are You Committing “Sins” With Your Social Collaboration Platform?

Erika Blaney

08/20/2014

Erika Blaney, Vice President, Marketing
@ErikaBlaney‎

Social collaboration platforms are designed to help organizations engage the right people, accelerate innovation and improve business performance.

Unfortunately though, I’ve heard from many managers who feel underwhelmed by the results their social collaboration platforms produce. They’ve had only limited success and are often left scratching their heads, wondering what they could be doing differently.

From my perspective, the missteps are rather obvious.

Some fail to align the business goals around social collaboration with their company’s mission and community. Others don’t realize they need to consistently encourage participation –so employees don’t revert to what was familiar . . . even if it wasn’t necessarily effective. I’ve also talked to numerous people who don’t fully understand the difference between “communication” and “collaboration.” (Note: Your social collaboration platform is not just a place to communicate and share files.)

I could go on and on about the mistakes managers are making with their social collaboration platforms. In fact, there are so many potential pitfalls that we’ve assembled them all into a new white paper titled, The Seven Deadly Sins of Social Collaboration.

From “Thou Shalt Not Assume that Implementation = Employee Adoption” to “Thou Shalt Not Forget that a Collaborative Platform Will Best Succeed in a Collaborative Environment,” the white paper covers a wide range of headaches that we see companies struggling with in regard to their social collaboration platforms.

But are the problems worth fixing?

You bet!

At Bunchball, we’ve seen how effective social collaboration can drive employee retention, customer satisfaction . . . and revenues.

Take Jive customer T-Mobile: In order to promote quick adoption of its “T-Community” social business environment, T-Mobile integrated gamification and began rewarding customer service and in-store reps when they searched for information, posted new inquiries, answered peer questions and “liked” valuable content. After implementing the gamification module, T-Mobile saw:

  • 30,000 call center and store employees regularly using the T-Community
  • More than 15,000 frontline employees complete a set of self-guided tutorials
  • Widespread employee collaboration resulting in:
    • 96% increase in participation
    • 583% increase in contributions
    • 783% increase in responses
    • 31% improvement in customer satisfaction scores
    • 40% improvement in call deflection resulting in reduced support costs
  • Month-over-month improvement of call resolution rates and customer satisfaction

So now it’s time to ask yourself: What’s holding you back from getting those kinds of results?

Would you like to know more? Download The Seven Deadly Sins of Social Collaboration to learn how you can better implement, drive participation in and evaluate social collaboration technologies where you work.

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