kundo, let your answers reach a wider audience
DESCRIPTION
Kundo, let your answers reach a wider audience. Emil StenströmTRANSCRIPT
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Let your answers reach a wider audience
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Kundo: A discussion forum, used by organisations for customer support.
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Today’s agenda
• Different channels, different effects• Kundo: Effects we’re after• Use-case: ECC Sweden• Ownership of content• Role of customer service
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✉ " # 📄
Different channels,different focus
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✉
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"
❓
✓
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#
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📄
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Health
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✉ " # 📄
Different channels,different focus
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Question: More channels means more work for us, right?
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CASE: ECC SWEDEN
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Measure!
• Number: Pick what you measure • Baseline: Measurement before change • Data: Measurement after change
New website with forum: 35% decrease in enquiries
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What about reach?
• Better? ”100% decrease in enquiries”• Solution: Measure number of people
that see your replies too
~57 000 views / 480 replies: 118 views/reply
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CASE: ECC SWEDEN
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Question: What are they asking about?
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Types of enquiries
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Most read enquiries
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Most read enquiries
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Question: Who owns the content in the forum?
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Ownership of content
• Content is stored in the cloud (within EU)
• You own the content
• Specified in terms of agreement• Edit and delete any post on the forum• Export your data at any time
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Ownership of content
• End user experience: On your website
• Your own logo, your own colors• No reference to Kundo for end users
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Role of customer service
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Product
Usability
Support
Story Community
Price Tribe
Ads
Spin
Buzz
HypeClicks
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Summary
• Pick channels based on the effects you’re after
• Kundo: Fewer repeated enquiries, better reach
• ECC Sweden: -35% enquiries, 118 views/reply
• You own the content in the forum
• ”Customer service just needs to whisper”