Bunnings
Author Details Name: Jason Hill Title: Online Community Manager Company: Bunnings Tell us about you, your company, and your team? Bunnings is Australia and New Zealand's leading retailer of home improvement and lifestyle products, and a major supplier to project builders, commercial tradespeople and the housing industry. How does your role and your team support your company and its goals? Our Bunnings Workshop online community provides inspiration for new home improvement projects and help and support to finish them. Thousands of customers get ideas and advice from our friendly and encouraging community every day. The Bunnings Workshop team includes three resident D.I.Y. experts sharing advice, and a community manager. The community supports our goal to deliver the best customer experience whether in-store or online. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Home improvement projects are challenging for many of our customers. People need ideas and ongoing support. Our research found most households had many unfinished projects and there was a perception that D.I.Y. was difficult. However, it is always inspiring to see how others are transforming their homes, and it's often more powerful to see someone just like you finish a project compared to watching an expert. It's also valuable to get product recommendations and project advice from peers. On Workshop, many community members share their knowledge and experiences to assist others, while Bunnings team members also share advice to help ensure every question gets answered and thousands of customers get the ideas and advice they need every day. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Our challenge was how to build awareness of the community without spending money on advertising. Our team and our community were sharing helpful advice and inspiring projects on the site every day, but as activity on the site grew our annual member surveys suggested it was also becoming more challenging for the community to find what they needed. We decided to utilise blog and knowledge base functionality and take all the best advice, ideas and projects that community members were sharing and turn them into articles that were more easily findable, accessible, promotable and digestible compared to lengthy forum discussions. We also worked every day to ensure all forum discussions had SEO friendly titles. This work has led to an enormous jump in organic search traffic to the community and a massive increase in community pageviews. Visits from organic search in the past 12 months were 167% higher year-on-year. Pageviews were also 97% higher year-on-year. Our team does not publish a huge nu…347Views0CommentsInstacart
Author Details: Name: Annabel Becerra-Chavez Title: Sr. Program Manager Company: Instacart Tell us about you, your company, and your team? We are Instacart, a leading online grocery platform in the U.S. committed to reshaping how people shop for groceries. Instacart's mission is to create a world where everyone has access to the food they love and more time to enjoy it together. At Instacart, our Community Team plays a crucial role in fostering a vibrant and supportive environment for our shoppers. We strive to build and maintain a cohesive community where our shoppers feel valued, informed, and engaged. This sense of belonging and recognition is integral to our company as we believe in the importance of our shoppers' voices being heard and their contributions celebrated. Together, we work towards a common goal of providing an exceptional service that makes grocery shopping effortless and enjoyable for everyone involved. How does your role and your team support your company and its goals? Our Community Team at Instacart plays a pivotal role in supporting the company's goals of retaining and celebrating top shoppers. We achieve this by fostering an inclusive, informative ecosystem for our shoppers. By building and maintaining strong relationships within our community, we ensure that our shoppers feel supported, valued, and connected. This not only enhances their satisfaction and loyalty but also empowers them to provide exceptional service, directly aligning with our company's objective of making grocery shopping effortless and more enjoyable for our customers. Our team fosters a community of support and information sharing between–both between Instacart and shoppers as well as shopper-to-shopper. This connectedness enhances shopper engagement, reduces churn, and increases the overall effectiveness of our service by helping shoppers grow and learn. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Instacart’s “Shop Talk” community was established in 2018 with the goal of providing shoppers with a place to connect, and for teams at Instacart to interact with shoppers and gather their feedback. There was an opportunity at that time to better understand the needs of our shopper community. Rather than just engaging on social media or asking for shopper feedback via surveys, we wanted to develop a space where internal teams could truly connect with and learn from shoppers. We also wanted a space for shoppers to engage with one another to help build a sense of belonging and camaraderie amongst peers. Through the years, this platform has effectively bridged the communication gap between shoppers and internal teams, ensuring that their feedback directly influences our operational and product strategies. It has also enabled shoppers to learn from one another. Over time, our aim has been to transform this platform into a vibran…ViewsComments
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