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Penn Foster - Encouraging Community Self-Service
Penn Foster, an online education provider, was experiencing rising service costs to support its 130,000 students. It created an online self-service community where students could ask and answer each other's questions, forming study groups and accessing shared resources. Since launching the community in 2012, registered users rose over 200% and it has helped reduce the cost per student interaction by an average of $1.06 per year, bringing the cost down 41% by 2013. The community has provided unexpected benefits like peer-to-peer support and social connections that are important for online students.
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Penn Foster - Encouraging Community Self-Service
- 1.
- 2.
- 3. But what if customerswant more
- 4. What if theywant social connection?
- 5. What if theywant more interaction with peers?
- 6. Is there away to encourage community self-service
- 7.
- 8. Penn Foster—a distancelearning company providing college, high school and career training to more than 130,000 students—experienced rising service transactions and costs.
- 9. Average of 687,000 servicetransactions per year. Cost per interaction = $7.75
- 10. Penn Foster hadFacebook and Twitter to engage prospective students.
- 11. But something unexpected happened: Studentsstarted using social channels for service-related questions.
- 12. The big challenge: How dowe combine self-service with social interactions?
- 13.
- 14.
- 15. For PennFoster itis: An online community of students who can share solutions and help solve each other’s problems. Includes: • Groups organized by area of study • Discussion forums • Polls, student blogs, calendar of events • Documents and video links • Gamification and participation badges
- 16. Self Help Many toMany One to Many One to One Self Help Many to Many One to Many One to One Community Self Service Flips the Service Pyramid
- 17. How did the selfservice community help PennFoster solve its big challenge?
- 18. Since 2012, user adoption roseby over 200%to 64,622.
- 19.
- 20. More numbers: • 158,000piecesof content • 19,000questions answered • 7,250daily active users on average
- 21. And the BIGresult: Cost per service interaction have dropped an average of $1.06 each year since 2010.
- 22. At the endof 2013,the cost per service interaction was $5.49… 41% That’s a improvement!
- 23. Unexpected Benefits: • Manyto Many Communication: one question answered can benefit all students. • Relationship Building: students work through their program by interacting with others who have a common goal. • Peer to Peer Support: students who have completed course work become leaders for those who are still working.
- 24. “Our institution iscompletely online and we knew the importance of peer to peer connections but we did not have a way to facilitate these interactions. Now our students can connect with each other, create social relationships and get the help they need when they need it.” —Dara Warn PennFoster, Chief Marketing and Product Officer
- 25. “With our onlinecommunity, a stronger bond is forged by personalizing the relationship, instilling a sense of school spirit and going beyond the limits of independent learning by enabling information sharing and collaboration.” —Mark Slayton Vice President, CRM & Contact Center Operations
- 26. For more informationabout Penn Foster, go to www.pennfoster.edu For more information about a building your own self service community, go to www.jivesoftware.com/ products-solutions/customer-communities
- 27.