The document discusses using discussion forums like Kundo for customer support. It notes that different channels have different focuses and effects. Kundo is aimed at reducing repeated inquiries and improving reach. A case study of ECC Sweden found that adding a Kundo forum led to a 35% decrease in inquiries and 118 views per reply. The document also notes that content in Kundo forums is owned by the organization, not Kundo, and customer service needs only "whisper" by participating in discussions.

1. Let your answers reach
a wider audience

2. Kundo: A discussion forum, used by
organisations for customer support.

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. Different channels,
different focus
✉
📄

5. ✉

6. ✓
❓

8. 📄

10. Health

11. Different channels,
different focus
✉
📄

12. Question: More channels
means more work for us, right?

13. CASE: ECC SWEDEN

14. Measure!
• Number: Pick what you measure
• Baseline: Measurement before change
• Data: Measurement after change
New website with forum:
35% decrease in enquiries

15. 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

17. CASE: ECC SWEDEN

18. Question: What are they
asking about?

19. Types of enquiries

20. Most read enquiries

21. Most read enquiries

22. Question: Who owns the
content in the forum?

23. 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

24. Ownership of content
• End user experience: On your website
• Your own logo, your own colors
• No reference to Kundo for end users

26. Role of customer service

27. Spin
Buzz
Ads
Story
Community
Usability
Product
Support
Price
Clicks
Tribe
Hype

28. 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”

29. Time for questions!
✉ emil@kundo.se
🌎 en.kundo.se