The Lenovo customer community is a peer-to-peer support community in which Lenovo customers share expertise and experiences amongst members from around the globe. The community is organized along company product lines so that customers, regardless of geographic location, can quickly locate the discussions most relevant to them.
The community is managed by an all volunteer moderation team recruited from other prominent communities where Lenovo products are discussed. Several members of this team have over a decade of individual experience in communities, and as existing leaders were consulted in the development and launch of the Lenovo community.
While customer to customer support is the primary focus, Lenovo staff members and technology partners often participate as active members of the community, working collaboratively with customers to find solutions for topics of broader interest.
Enhancing online self-help: The community is effective in creating customer solutions for online self-help as an alternative to conventional call/contact centers. The community posts marked “Accepted Solutions” have been viewed over 3.7 million times since the features was enabled in April 2008. A recent Forrester case study of the Lenovo community noted a 20% decline in US support call rates over comparable 2007 and 2008 time periods.
Improving product quality and reducing potential service events in the field: As the community is global, customers with common experiences can find each other more easily, and these discussions allow Lenovo to spot emerging issues and concerns more quickly than would normally occur through bubbling up as common call topics in various regional call centers.
Understanding customer needs: The community is a key source for customer feedback; for example, community feedback concerning the sunset of the popular Lenovo ThinkVantage System Update application was a significant factor in the investment and relaunch of the application.
December 2007 to present
Overall Rating: (4 votes)
Reviewed September 3, 2009 by JRL
A great place to come for free help when your ThinkPad acts up (which personally hasn't been often, but always an inconvenience). Definitely better explanations and support times than normal means.Report Inappropriate Review
Reviewed September 3, 2009 by Bob
I used to work for ThinkPad in IBM days, and the "Lawyers" would never let us do this. Glad to see Lenovo unleashed and getting into the 21st century. It is my first stop on those rare occasions I have problems w/ my ThinkPadReport Inappropriate Review
Reviewed September 2, 2009 by VIjaysaradhi samavedam
I have been participating in this community for over an year now,and it feels nice to reach out to other people and collaborate with themReport Inappropriate Review
Reviewed September 1, 2009 by Lou Gerstner, Jr.
It's good to see Lenovo step up and take tech and customer questions head-on. The forum has proven to be an enormous asset in the community. Their forum staff (who all appear to be volunteers, including the Lenovo employees) appear to dedicate countless hReport Inappropriate Review