kundo, let your answers reach a wider audience
DESCRIPTION
Kundo, let your answers reach a wider audience. Emil StenströmTRANSCRIPT
Let your answers reach a wider audience
Kundo: A discussion forum, used by organisations for customer support.
Today’s agenda
• Different channels, different effects• Kundo: Effects we’re after• Use-case: ECC Sweden• Ownership of content• Role of customer service
✉ " # 📄
Different channels,different focus
✉
"
❓
✓
#
📄
Health
✉ " # 📄
Different channels,different focus
Question: More channels means more work for us, right?
CASE: ECC SWEDEN
Measure!
• Number: Pick what you measure • Baseline: Measurement before change • Data: Measurement after change
New website with forum: 35% decrease in enquiries
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
CASE: ECC SWEDEN
Question: What are they asking about?
Types of enquiries
Most read enquiries
Most read enquiries
Question: Who owns the content in the forum?
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
Ownership of content
• End user experience: On your website
• Your own logo, your own colors• No reference to Kundo for end users
Role of customer service
Product
Usability
Support
Story Community
Price Tribe
Ads
Spin
Buzz
HypeClicks
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”
