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Keys to Creating an Engaged Community

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Jonathan KeaneRepublic WirelessDirector of Customer Support

@jtkeane1

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Republic Wireless

Provide remarkably simple and affordable ways to stay in touch with anyone, anywhere, in any way.

We are the world leader in WiFi first cell phone technology.

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Keys to Creating an Engaged Community

• How do we interact• Example of how this practice has worked

• Insights into our Zendesk process

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Keys to Creating Engaged Community

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Ask

Engage with active customers

•Customers love to be consulted•Customers speak the truth•Create a feedback channel for ambassadors•Talk to everybody, listen to a few

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Listen

Put together a clear communication path for customers:

•Listen to what is being said•Be active and engaged•Ask pointed questions

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Create

Make Decisions and Test

•Make decisions quickly•Execute and communicate out the decision•Ask questions and listen for feedback

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Evaluate

Measure effectiveness of solution

•Make Evaluate performance•Ask pointed questions•Key metrics for us include:• CSAT• Response times• Escalation wait times

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Business Case – Peer-to-Peer Support

Problem: Response time to low priority tickets was too slowSolution: Peer-to-peer support

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Process for Sending to Experts

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Key TakeawaysFour-Up

Ask and engage with active customers

New meaningful info that is provided by our customers in an open environment where they can talk about anything.

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Listen Themes will be created and need to be actively listened to. It will be clear that a path needs to be created.

Create – Make decisions

Work together to come up with options and possible solutions

Build and test the first path

Choose a solution, put it into place. Test, ask and listen. Do it all over again.

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