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A social software solution to share customer experience stories.
The Hive captures the voice of your customer, so that your organization can incorporate it into all that you do. It provides real-time insights that help you deliver consistently outstanding experiences.
Gauge client satisfaction. Reinforce desired behaviors by celebrating customer service success internally on your Intranet. Share stories of success with other customers on your public site to provide an authentic brand experience.
The Hive helps you hear your customers, and use their voice to enhance your brand.
The Hive delivers customer insights. It provides first-hand accounts of how your brand relates to your audience. This powers enhanced decision making, and superior customer experiences.
The Hive builds personal legacy. Link the stories of customer service success with the associated employee. When employee efforts are validated through social recognition it improves motivation and retention.
The Hive increases loyalty and advocacy. When organizations show customers they are valued the favour is returned. Customers are more invested, and user-insights propel prospects to action.
Customer Entrance: The Public DoorwayTM.
The ‘Public Doorway’ provides an opportunity for customers to share employee appreciation
and customer experience stories in The Hive.
The stories engage customers, recognize employees, and inform managers with first hand
stories of legendary customer service.
- Enhance customer engagement. Organizations that value customer opinion see brand loyalty increase.
- Increase employee retention. When employees efforts are validated by the customers they serve, the employee will truly believe their efforts matter. Knowing their contributions count, employees are less likely to leave and more likely to invest greater effort into their job each day.
Powerful reporting features.
You get plenty of analysis options – high-level overviews or detailed reports.
Conversation Consultants ™ are available to partner with you to extend the value of our software solutions, and make your programs great.
You’re covered, regardless of language or location.
SharePoint 2007/2012: Our free Web Parts seamlessly integrate our solutions and bring SharePoint to life!
IBM Connections: Deep integration and available iWidgets allows Connections administrators to quickly roll out measurable programs.
Pfizer, the world’s leading biopharmaceutical company, works to apply science and its global resources to improve health and well-being at every stage of life. The company’s diversified health care portfolio includes human and animal biologic and small molecule medicines and vaccines, as well as nutritional products and many of the world’s best-known consumer products.
With 100,000 employees worldwide, communications at Pfizer Inc is practically an industry of its own. In 2008 a communications scan discovered more than 400 information-based intranet sites along with 10,000 team-specific intranet sites. To control costs and deliver more consistent messaging, online communications began consolidating these sites into a single platform, known as the PfizerWorld “super site,” running on Microsoft® SharePoint® technology. The communications strategy underlying the PfizerWorld super site platform has three pillars — Connect, Listen and Educate.
As the communications team moved to roll out editorial content for the new PfizerWorld site, they still felt that they were missing a key piece of the strategic “puzzle.” They needed something that would draw people to the site and more fully engage them in its content.
“We were looking for something that would help us engage our colleagues, build more interest in the site, and work successfully with the site’s overall design,” says Robert Libbey, Senior Director of Worldwide Colleague Communications and Corporate Social Media.
TemboSocial’s Poll was chosen because it offered integration via a SharePoint® web part, could easily be configured to match the “look and feel” of the PfizerWorld site, and was robust enough to handle traffic that exceeds many news media outlets. The polling feature, which the team named the PfizerWorld Fast Poll, was given the signature spot in the upper right corner of PfizerWorld’s home page.
Pfizer uses the PfizerWorld Fast Poll to generate interest in specific topics, industry issues and initiatives within the company. The poll questions range from “test your knowledge” type quizzes to polls that are more in the style of a survey.
“It’s been a highly effective tool for promoting internal programs,” says Nicholas Patrick, Senior Manager, Corporate Communications. “We also use it as a tool for creating a deeper connection between colleagues and the company’s purpose by utilizing such topics as health and wellness, disease states and companion animal care, to name a few. The poll is a popular part of our site. Since we began publishing it weekly in 2009, we’ve seen consistently high levels of engagement.”
At Pfizer, high levels of engagement are only part of the story. TemboSocial’s Poll plays an instrumental role in supporting the site’s Three Pillars: Connect, Listen and Educate.
“The poll plays a big part in how we listen to our colleagues,” says Libbey. “It’s proven to be a good indicator of people’s interest levels, precisely because it is such a popular piece.”
Pfizer’s communications team takes the results of each week’s Poll and studies them to learn what topics their colleagues are interested in. They take this feedback and use it to tailor their editorial calendar in upcoming months.
“We had 60 million site hits and more than 5 million article views in the past year,” Libbey continues. “The most savvy communicators inside our organization will ask us right off the bat if we can do a poll for them. They recognize the value the Poll contributes to the mix.”
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“We also use it as a tool for creating a deeper connection between colleagues and the company’s purpose by utilizing such topics as health and wellness, disease states and companion animal care, to name a few. The poll is a popular part of our site. Since we began publishing it weekly in 2009, we’ve seen consistently high levels of engagement.”
Nicholas Patrick, Senior Manager, Corporate Communications