F secure logo11/13/2022 ![]() ![]() So we turned on Value Analytics, started surveying our customers, and new deflection savings formula was born.ģ. What if we used solution views instead? Better yet, what if we used solution views and then asked our customers if that solution was helpful. Whether or not these visitors found a resolution is guess work. With help from our friends at Lithium, we learned we needed to stop using unique visitors as the base for our community cost savings formula. There are a lot of formulas out there, a lot of metrics available, but what is most accurate? What will our executives think? Are the numbers too high? Too low? To answers these questions, we took an analytics deep-dive. We were following the typical engagement metrics but were still confused about how to measure ROI. Through our newly responsive community forums, rich knowledge base section, and API feed to our public web, we have done just that. At F-Secure, we wanted to offer that self-help success to our customers while improving our bottom line. Many people prefer the feeling of accomplishment through self-help over picking up the phone and admitting that they don’t know how to do something. We can reach our goals, but are they right ones? The main goal of the F-Secure community is to ensure our customer’s self-help success and reduce customer care costs through call deflection.ġ. Its products are sold in more than 100 countries and employs 1000 people in 25 countries. With unsurpassed experience in endpoint protection as well as detection and response, F-Secure shields enterprises and consumers against everything from advanced cyber attacks and data breaches to widespread ransomware infections. The result of driving our two community KPIs directly influences the overall monetary deflection savings of €4.4 million.Įntry submitted by: Anna Blomstedt (Community & Content Manager)įor over three decades, F-Secure has driven innovations in cyber security, defending tens of thousands of companies and millions of people. ![]()
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