The goal of Office Live community is to decrease the overall cost of supporting Office Live product users. The community accomplishes this in two ways:
Objective:
• Providing a place where people can seek the counsel and input from other Office Live users
• Making it easy for Office Live advocates to answer questions and provide tips and techniques
ComBlu built measurement hooks into the community design to be able to monitor and track ROI
Results:
Reduced the percent of Microsoft-generated support responses from 90+percent to 20 percent. The bulk of support-related questions and mentoring is handled by community members. This resulted in a 500+ percent program ROI.