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

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