kundo, let your answers reach a wider audience

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

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Different channels,different focus

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Health

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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”

Time for questions!

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emil@kundo.seen.kundo.se