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Company: Best Buy
Entry submitted by: Gina Debogovich (Gina) Senior Manager
Community: Best Buy Unboxed (http://bestbuyunboxed.com)
Lithy category: Best Community Design
Best Buy is the world’s largest multi-channel consumer electronics retailer with stores in the United States, Canada, China, and Mexico. BestBuy.com is among the top ten retail websites in the United States and we have the number one customer loyalty program of its kind. There are more than 1 billion visitors to our website and 600 million visits to our U.S. stores each year. Our Blue Shirts sales associates and Geek Squad Agents are committed to delivering on our Customer Promise:
1. The latest devices and services — all in one place
2. Knowledgeable, impartial advice
3. Competitive prices
4. The ability to shop when and where you want
5. To support you for the life of your products
Our online community brings our customer promises to life. It is an online destination that connects our customers, Community Super Users, Blue Shirts and Geek Squad Agents together. The Community provides impartial and knowledgeable advice that is crowdsourced through these peer-to-peer interactions.
In 2013, we re-designed our Best Buy U.S. online community (http://bestbuyunboxed.com) making searching for content even easier. We recognized that it was cumbersome for customers to locate helpful information embedded within earlier threads and that topics would sometimes repeat because the content was not easy to locate. Visitors are now served a large "ask a question" box which searches published content and peer-to-peer support.
The re-design resulted in a 500 percent increase in searches since November 2013. As a result, customers found the information they were looking for and we saw a twelve percent decrease in the number of posts. Through identifying hot topics and trends, we publish knowledge articles for customers to understand policies, procedures, buying guides and troubleshooting.
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