Kundo, let your answers reach a wider audience
Upcoming SlideShare
Loading in...5
×
 

Kundo, let your answers reach a wider audience

on

  • 240 views

Kundo, let your answers reach a wider audience. Emil Stenström

Kundo, let your answers reach a wider audience. Emil Stenström

Statistics

Views

Total Views
240
Views on SlideShare
240
Embed Views
0

Actions

Likes
0
Downloads
6
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Kundo, let your answers reach a wider audience Kundo, let your answers reach a wider audience Presentation Transcript

  • 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 View slide
  • Different channels,
 different focus ✉ 📄 View slide
  • ✓ ❓
  • 📄
  • 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
  • Spin Buzz Ads Story Community Usability Product Support Price Clicks Tribe Hype
  • 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! ✉ emil@kundo.se 🌎 en.kundo.se