WorldFuture 2015: Five Keys to an Engaged and Innovative Culture
Keys to Creating an Engaged Community
Transcript of Keys to Creating an Engaged Community
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Keys to Creating an Engaged Community
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Jonathan KeaneRepublic WirelessDirector of Customer Support
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Republic Wireless
Provide remarkably simple and affordable ways to stay in touch with anyone, anywhere, in any way.
We are the world leader in WiFi first cell phone technology.
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Keys to Creating an Engaged Community
• How do we interact• Example of how this practice has worked
• Insights into our Zendesk process
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Keys to Creating Engaged Community
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Ask
Engage with active customers
•Customers love to be consulted•Customers speak the truth•Create a feedback channel for ambassadors•Talk to everybody, listen to a few
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Listen
Put together a clear communication path for customers:
•Listen to what is being said•Be active and engaged•Ask pointed questions
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Create
Make Decisions and Test
•Make decisions quickly•Execute and communicate out the decision•Ask questions and listen for feedback
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Evaluate
Measure effectiveness of solution
•Make Evaluate performance•Ask pointed questions•Key metrics for us include:• CSAT• Response times• Escalation wait times
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Business Case – Peer-to-Peer Support
Problem: Response time to low priority tickets was too slowSolution: Peer-to-peer support
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Process for Sending to Experts
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Key TakeawaysFour-Up
Ask and engage with active customers
New meaningful info that is provided by our customers in an open environment where they can talk about anything.
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Listen Themes will be created and need to be actively listened to. It will be clear that a path needs to be created.
Create – Make decisions
Work together to come up with options and possible solutions
Build and test the first path
Choose a solution, put it into place. Test, ask and listen. Do it all over again.
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