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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
Different channels,

different focus

✉

📄
✉
✓
❓
📄
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

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