Kundo, let your answers reach a wider audience

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

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Kundo, let your answers reach a wider audience

  1. 1. Let your answers reach a wider audience
  2. 2. Kundo: A discussion forum, used by 
 organisations for customer support.
  3. 3. Today’s agenda • Different channels, different effects • Kundo: Effects we’re after • Use-case: ECC Sweden • Ownership of content • Role of customer service
  4. 4. Different channels,
 different focus ✉ 📄
  5. 5.
  6. 6. ✓ ❓
  7. 7. 📄
  8. 8. Health
  9. 9. Different channels,
 different focus ✉ 📄
  10. 10. Question: More channels means more work for us, right?
  11. 11. CASE: ECC SWEDEN
  12. 12. Measure! • Number: Pick what you measure • Baseline: Measurement before change • Data: Measurement after change New website with forum:
 35% decrease in enquiries
  13. 13. 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
  14. 14. CASE: ECC SWEDEN
  15. 15. Question: What are they asking about?
  16. 16. Types of enquiries
  17. 17. Most read enquiries
  18. 18. Most read enquiries
  19. 19. Question: Who owns the content in the forum?
  20. 20. 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
  21. 21. Ownership of content • End user experience: On your website • Your own logo, your own colors • No reference to Kundo for end users
  22. 22. Role of customer service
  23. 23. Spin Buzz Ads Story Community Usability Product Support Price Clicks Tribe Hype
  24. 24. 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”
  25. 25. Time for questions! ✉ emil@kundo.se 🌎 en.kundo.se

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