Prezi is a cloud-based presentation platform that helps people connect more powerfully with their audience. Unlike slides, Prezi’s open, zoom-able canvas lets presenters show relationships between the big picture and fine details, putting their ideas in context. This way, their message is more likely to resonate, motivate and be remembered, whether they’re delivering a sales pitch to a high-value client or a TED Talk to the world’s foremost thinkers. Prezi is in the business of making presenters great—and its strategy is working. Prezi now fosters a community of over 45 million users and over 120 million prezis around the world.
The Business Case for Community
When Prezi launched from Budapest, Hungary in 2009, it had the foresight to embed the concept of an online community into its corporate strategy right out of the gate. The then startup wanted an easy way to capture and act on product feedback from its growing set of users. As the company grew, community’s strategic role grew with it, expanding into critical areas of customer support and peer-to-peer idea sharing. Today, Prezi has a dedicated team of community managers who oversee an English-speaking community with close to 60,000 members and two newer communities in Spanish and Portuguese. Communities serving other languages are also under consideration.
The Community Effect
Easy self-support for freemium users
Prezi offers customers two different solution options—a premium plan that includes email support and a free plan which provides self-help via the community.
By replacing higher touch support with self-service, freemium users quickly get answers to their questions at a far lower cost to Prezi. Answers to frequently-asked questions are accessed instantly via the community’s knowledgebase of 45,000+ topics. Prezi is happy with the community’s rapid response times for new queries. “The community delivers resolution time of approximately 24 hours, which happens to be the same time frame guaranteed to premium customers,” said Georgina Spitzer, Support Manager for Prezi.
Today, the majority of new queries in the English language community are answered by Prezi employees, with roughly 10% addressed by fellow users sharing their input on issues and problems. In its Spanish and Portuguese communities, peer-to-peer support makes up the bulk of the interactions.
Zendesk integration reduces premium support tickets
Prezi tightly integrates its Zendesk helpdesk solution with its Get Satisfaction community platform and the two applications reinforce one another. Premium customers often end up going to the community when they have a quick question that’s better addressed with self-help—a growing trend which reduces the overall number of support tickets. Likewise, freemium customers who come to the community not only get their question answered; they can also be directed to promotional content encouraging them to upgrade to the premium plan if they want additional support. “By integrating Zendesk and Get Satisfaction, we can respond to a community query from a freemium customer with a timely upselling message,” said Spitzer.
Faster, better product with real time user feedback
Prezi’s product development has always been grounded in user feedback and the community provides an excellent vehicle to capture and track that input in real time. “Community feedback helps us shape our decisions, discover new aspects of the product and uncover new ideas,” said Spitzer. Prezi receives approximately 20 new ideas per month and those ideas often receive endorsements or comments from others. Recent examples include the ability to print poster-sized versions of a Prezi presentation (currently under consideration) and the option to advance Prezi using a remote (already implemented). Community input accelerates the speed of product development, according to Spitzer. “If there is a strong need for a feature or fix coming from the community, product development takes this into consideration and may change the roadmap,” she added.
Why Get Satisfaction?
When Prezi was looking for its community platform partner, Get Satisfaction’s outcome-based approach to interactions stood out. Prezi liked that customers could see rapid closure with a results-driven process and that Prezi could keep them informed along the way with progress updates. The Prezi team also valued the ease of integration with key business systems like Zendesk and GoodData, its analytics provider. In fact, Get Satisfaction’s analytics capabilities extend Prezi’s knowledge of customers as the team studies things like popular search terms, new search topics and length of time spent on a given page.
Community as a differentiator
An online community gives Prezi a cost effective way to provide high quality customer support to freemium users. But it’s more than that. The community lets users worldwide know that Prezi is there to listen and to help. “For many customers, the community is the first place—and sometimes the only place—they go,” said Spitzer. “We believe customers really value having a place to go for answers, advice and ideas that will ensure they deliver exceptional presentations.”
About Get Satisfaction
Based in San Francisco, Get Satisfaction provides an online community platform connecting companies with customers to foster relationships that unlock new value for both sides. Companies of all sizes and industries—from Kellogg’s, P&G and Intuit to Sonos, HootSuite and SugarCRM—rely on Get Satisfaction to deliver online communities that modernize customer support, accelerate sales, differentiate their brand and inspire new innovations. Get Satisfaction’s community platform offers the fastest time to value for companies ready to embrace the way today’s customers want to engage.
- Cost-effective support for freemium customers
- Support ticket reduction for premium customers
- Rapid support response times
- Meeting customers’ growing demand for self-help
- Approximately 20 new product ideas every month
- Integration with company’s helpdesk and analytics systems
- Number of participants: 58,000 (English); 1,400 (Spanish) and 220 (Portuguese)
- Number of topics: 45,000 (English); 1,300 (Spanish) and 300 (Portuguese)
- 400 new topics per month
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