StephaneC
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Joined 13 years ago
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2020 Customer Awards: Fido Solutions - Best-in-Class: Community
Company: Fido Solutions Company background: Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life. Fido’s mission is to connect people and give them the tools to do what they love. That’s why wherever our customers are looking for help online, we’re there. From public/ private conversations on the Fido Community, Facebook, Twitter, Instagram, YouTube, Snapchat, we offer a consistent and reliable customer experience. Contact: Stephane Charette Title: Senior Community Specialist Related URLs: https://fido.ca/community Kudos Category: Best-in-Class: Community 1. Describe your community(s) and how you decided to start a community or grow/change it? (user request, Khoros suggestion, internal idea, etc.). We unveiled our Lithium powered community in 2010, and it has since grown exponentially. The decision to start an online community was derived from our desire to expand the number of digital solutions available to our customers. The Fido Community is best described in these words: A fun and friendly place where our customers can interact with each other, our MVPs (aka. Superusers) and our moderators. Members are encouraged to share feedback, seek out advice, and share solutions. With close to 400k members and over 10 thousand solutions, our customers always find what they’re looking for. 2. Tell us about how you made it happen? Did you stage it first? Who got an early look? How did you drive adoption? Did you get executive buy-in? Did you have any key iterations? Getting started When we started the Community in 2010, we left it entirely to our customers with little moderation and little to no promotion. The idea was to create a place where our customers were free to discuss whatever they liked, although the discussions were generally technical in nature. All hands on deck In 2015, Fido decided to dedicate two full-time Community Specialists, who serve to assist the community manager with promotion, feature enhancement, contests, analytics, etc. That same year, we trained and appointed a team of part-time moderators to survey the community and assist customers with their inquiries. The decision to dedicate more employees to the community was largely due to its expansion: The Community grew from 18k members in it’s first year, to over 130k by 2015, a 622% increase. Evolution is inevitable The appointment of dedicated employees resulted in a plethora of enhancements. The community was entirely redesigned, countless enhancements were integrated, gamification was reformed, multiple TKBs were launched, the search engine was optimized, and promotional efforts were intensified. We secured budget for nationwide contests, formed partnerships with internal digital and marketing teams, and launched our first incentive-based super user program. 3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. Please include metrics if possible. Mr. Popular The results have honestly been staggering: We grew from 18,000 members in 2010, to nearly 400,000 members today We welcome an average of 6000 visitors per day Our members have posted over 10,000 Solutions Each year we record over 1 million Solutions views Focusing on the customer Prior to the redesign in 2015, our customer satisfaction and resolution rate averaged at 30%. Since the redesign, we’ve been boasting a Best in Class yearly average of 42%. The yearly increase is inspiring: 2016 34% 2017 46% 2018 47% 2019 49% Knowing what matters Here at Fido, our primary focus is the customer. We dedicate all our efforts to their satisfaction, and with the continuous support of our professional and knowledgeable friends at Khoros, we will continue to make that possible.
