About Jochen

Jochen · ‎05-12-2017

Very interesting, imagine the possibilities if the chatbot designed for Community is the same, or connected to, the chatbot used in Messaging/Chat. In terms of flawless synergy that would be optimal. @ArnaudL Any plans on Lithium's side to build something similar, as an additional module or maybe even core feature?

Jochen · ‎05-12-2017

@SheetalK Great! We'll test it next week. If any questions I'll let you know.

Jochen · ‎05-11-2017

We've positioned the Community in our incident strategy as one of the channels to 1. inform customers on 2. offload contact volumes to. We use it reactive e.g. during outages or disturbances, but also pro-active if we know one of our services will go down for ie. a maintenance window. Once the issue is over, we usually close the topic with a clear statement - and wait a couple of days before archiving. Years ago we used the Community to inform customers about downtime / incidents on our mobile network. With (tens of) thousands of network masts across the country, the odds of issues on several masts a day is quite obvious. The number of topics a day quickly rose to a number that required nearly an FTE to just keep up with the list (24/7). The upside was a lot of traffic and contact deflection from other channels. The downside was that our LSI and metrics were practically unusable while nearly 90% of traffic and posts, accepted solutions etc. were due to using the community this way. So, eventually we built a tool on our support website that shows a map of all current incidents, so we could close the community board and improve the overall experience.

Jochen · ‎05-11-2017

Thanks @CyJervis, compartmentalizing would indeed be an issue. I'd like to think that adding TKB to our community to do what it's designed to, would already be a great first step. Firstly because on its own, it already adds a lot of value. Secondly to prove the added value of co-creating/co-editing content. When moving to a more holistic approach by adding more channels and creating these synergies, using the out of the box version of TKB is probably a challenge as it's not designed to do so. We probably have to look into other tooling or heavy customization by then. I guess that (heavy investment) on its own is already one of the massive challenges. Any experience / input on this would be great as well, if anyone has it.

Jochen · ‎05-11-2017

Dear fellow CM's and community enthusiasts, I'm currently looking into adding Tribal Knowledge Base to our community platform. I think it will be a great addition, and a first step to a more organized way to showcase high volume contact drivers. However, I'm contemplating on taking the idea behind Tribal Knowledge Base a couple of steps further. The most common use-case with TKB is probably to embed specific / contextual articles on your support website. Which is great, but nothing more than a simple integration. What if you'd use TKB's core potential as a centralized knowledge base - for all content your company creates? As example, to use it to manage the content that shows on your website, in your App, your internal knowledge system for customer service agents and even as input for AI / chatbots. The problem is, this is big - while you'd need to replace or integrate with dozens of tools and teams across the entire organisation. So I was wondering if any of you are looking into something similar, or maybe already in an advanced stage of using / implementing this? Any tips, experiences, testimonials, whitepapers, tricks, suggestions, feedback as to how to approach such an undertaking? Any input is welcome. Best regards, Jochen

Re: Using Chatbot / AI in communities

Re: Maintaining Human Experiences in a Bot Crazy World

Re: Using Community as an Outage Board?

Re: Holistic (Tribal) Knowledge Base

Holistic (Tribal) Knowledge Base