In 2013, Simyo express the ambition to make the forum the number one customer contact channel. This ambition has now been realis: more customers are help via the forum than via other contact channels. I, community manager at Simyo, therefore thought it was time for a new objective. With the launch of a renew Simyo forum, I want to ensure that the forum also becomes the number one preferr channel for customers.
To achieve this, Simyo focuses on improving the forum .
Simyo is a 100 percent online provider. We prefer to handle customer questions via our online contact lesson learned: mistakes to avoid channels. The forum fits well into this service strategy.
Questions & answers immiately visible
With the forum, customers have a channel where the answer questions that they and others have ask are immiately visible. Many customers are help directly and indirectly every month by visiting the forum. Although the forum has been in use since December 2011, the customer experience was not positive until May 2013. The forum was there, but it was not really look at. Things had to change, and together with my colleagues I set concrete objectives. From May 2013, there marketing list was sufficient focus within the organization and good results were achiev within a short period of time, with a nomination for the NCCA awards in 2014 as the highlight.
Promise: response within 1 working day
In 2011, only 40 percent of the responses were answer within one working day, despite the promise a psychological term that refers to on the service page. On our own website, we promis to respond to a forum message within one working day. However, we were completely unable to keep this promise, something that our customers rightly made a point of. Simyo is an online provider. If you do not have your online service channels in order, you do not come across as crible. Since the beginning of 2014, this percentage has increas to 100 percent. Again, by giving sufficient attention to the forum.