Customers helping each other is an important part of a successful forum. Although several Simyo employees are active on the forum every day, there are also many customers who help each other: 22 percent of the questions are currently answered by customers. A year ago, this percentage was still 6 percent. This was because no one at Simyo was actively involved with our forum members.
It is not just a matter of moderating and answering customer questions. I try to give (active) forum members living and working often attention and involve them in new developments within Simyo. Every year we invite a group of forum members to visit our office. For example, they were the first to see the designs and new forum functionalities. Together with a number of moderators we wrote a personal Sinterklaas poem for 15 forum members.
What are we going to change to make the forum the customer’s channel of choice?
The forum is being renewed
In collaboration with inSided , we launched the Simyo forum in 2011. Although the forum is a successful customer contact channel, the forum phenomenon is not equally attractive to everyone. That is why we decided to renew the forum. The most important point for improvement is accessibility. With this, we want to ensure that more customers discover the convenience of the forum. I often read that customers did not know how to ask a question. It is now much easier to ask your question and the search bar is prominently displayed.
Forumlayoutnw
Usability & social function of the forum
The user-friendliness has been greatly improved. Information has been made available to customers more there are many moba game options for quickly, because you can, for example, directly select popular topics and news topics. Active forum users have also been considered. For example, you marketing list can directly view unanswered topics. With this, we want to guide customers more to answer questions.
There is more attention for the social function of the forum. Based on scientific research by the VU, it has been determined that forum members value the interaction with other customers even more than the contact with Simyo. We have therefore focused on building a reputation with users. Helpful users are shown on the forum and you can now follow users and view their activity page.