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!
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.
Connect with us at support@zohodesk.com.
Stay tuned for more updates!
Until next week,
Lydia | Zoho Desk
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