3. Today’s agenda
• Different channels, different effects
• Kundo: Effects we’re after
• Use-case: ECC Sweden
• Ownership of content
• Role of customer service
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
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
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”