ZylkerShop: Building a Thriving Community

Hello, everyone!
This week, let's discover how Zoho Desk's Community module empowered ZylkerShop to get their customers talking. We’ll dive into the tools and insights that helped them connect with their audience on a whole new level!

ZylkerShop set up its Help Center in a full-fledged manner and got it working well for its organization as well as its customers. All seemed set, and the business kept evolving with creative ideas to stand out in the market competition.

At one point, ZylkerShop felt the need to listen to its customers. As a brand, they gained trust with loyal customers coming back to them with their needs. To address them all, ZylkerShop sent out surveys via emails, phones, and social media, but it seemed like a one-time event. Some of the customers went unnoticed, or their insights seemed to slip away. ZylkerShop wanted to be in touch with its customers and keep giving them the best along the way.

What's technology for if it isn't used to its fullest potential? The Community fills the gaps in technology by getting humans talking in the business realm.

ZylkerShop Inspired by Desk Community

ZylkerShop observed how Zoho Desk used its very own Community platform to increase the product usability. Users voiced their pain points as well as requirements to make the product engaging. The topics posted by users were assigned different statuses based on the stages of the review or development on the post. Once implemented, the community celebrated the milestone accomplished, thereby enjoying the usage as well as suggesting further improvements.

ZylkerShop decided to adopt this model. The idea of setting up a Community seemed like a great opportunity for ZylkerShop to get its customers talking. As the platform was set up, customers posted their Questions, Ideas, Problems, and Discussions by tagging each conversation in the respective category. The topics for conversations involved fellow customers as well as support executives, gaining upvotes and critiques equally.

Leveraging Customer Voice

ZylkerShop realized the power of the voice of its loyal customers as they created a positive impact on the business. Whenever ZylkerShop wanted to talk about their offers and releases, they posted them on Announcements, which made the customers look forward to What's New for them every season. Every post made on the Community was set to convert into a ticket with an ID to track it efficiently. User comments could also be tracked within the respective ticket. By doing this, ZylkerShop did not miss out on any posts made by their customers as well as responses to their posts.

Gamifying the Community

ZylkerShop used the Gamification option to set points for different levels of customer engagement. Based on the points, the users received levels and badges. Giving a Badge to the users endorsed the value of the customers' voices, helping them gain an audience within the community. As users gained more points, they were upgraded to becoming spokespeople for ZylkerShop.

Fostering a Community Experience

As much as ZylkerShop promoted customer engagement on its portal, they had to be cautious about the posts and comments that kept coming in. The Community, being a public forum meant ZylkerShop set up moderators to approve or reject posts to keep the portal junk-free. Moderators closely monitored activities in the community portal, which is the essence of the Community feature integrated into the Help Center.

ZylkerShop made sure that the Community portal was a place for healthy discussions and a place where customers, as well as representatives from ZylkerShop, could move towards progressive development.

Share your story with us!

Now that we've heard from ZylkerShop, we'd love to hear about your experiences with the Community module in Zoho Desk in the comments below.
Connect with us at support@zohodesk.com.

Stay tuned for more updates!

Until next week,

Lydia | Zoho Desk

Access your files securely from anywhere

Zoho Developer Community

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

Topic Participants
Lydia | Zoho Desk

Sticky Posts
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics which
Register for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features
Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow is
Share your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.
Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting