How to create a community of loyal customers around their business: Copiny

Today Layfhaker will talk about how to use a good web-based tool to create around his company's loyal user community.

How to create a loyal community of users around its business and why is it necessary?

The second part of the question is too obvious: a satisfied customer - a regular customer, which is almost always spend more. He will recommend you to their friends and acquaintances. He will not write nasty things about you on social networks and forums.

How to achieve a greater number of loyal customers?

Obviously, you need to create a platform where this community can grow and develop. You (as the client) You know those times when you need help, the answer to a question or advice, but you just can not get access to the necessary information. You besites, mothers, vows never to refer to this sharashka. You - not a loyal customer, and then blame your provider does not ensure the availability of an adequate level of customer service.

With that create such a platform?

We recommend a special tool called

Copiny.com - a platform for the organization of customer communities on the web, which has been successfully operating for 3 years and has a rank of the best projects in the industry. Remember, we wrote about how not to screw it up with a choice of service? One of the conditions - the product selection, which is the main developer. In this case, the guys are working only on this service, it is their main, and only, and all the attention paid to the improvement and development of this particular product. Promising.

Someone might say that such "artificial" unnatural community in principle and viable? This is not true. Look around. The whole Internet - a bunch of communities of interest and needs. Subject forums, groups in social networks, even Layfhaker is a community, and in the comments you share with us and with each other experience and advice. Communities organized themselves, sufficient to give people the necessary means for communication.

With Copiny service provider can deploy a full heaped platform for self-organization of the community right on the site. You will be able to communicate with your clients and customers will be able to chat with you and each other.

Capabilities

Suppose the user has arisen a question, and he enters it on your website in an appropriate form. The system will automatically find similar discussions and will give them in search results. If the answer to his question already gave your support team, the user will be transferred directly to the answer. As a result, the load on the very support decreases, and the knowledge base is not cluttered with debris from the responses and duplicate.

It is important that such a system does not seemed to be something alien within the company website. In this regard, Copiny makes it possible to fully customize themselves to present to the users as a part of a corporate site.

Almost every company today is considered the norm presence in social networks. This is the right strategy, which allows you to attract new customers and keep in touch with existing ones. Copiny does not violate this harmony, allowing you to integrate the community of social networks themselves. Your customers will write to you and to each other wherever they familiar and comfortable, but the information is accumulated in your system.

Statistics show that the vast majority of questions are a set of similar recurring themes. As mentioned above, Copiny able to give answers to such questions will automatically search through, and for even better service can be created in part of a full system knowledge base, which will be formed answers to frequently asked questions, and feature articles, divided into categories. As a result, customers get access to the necessary and relevant information and support service does not fall more under a barrage of similar questions.

For important announcements and alerts the system provides public service announcements, which will be visible to all members of the community. Thus important information will reach the user in advance and will be a surprise for them.

It is obvious that any system works best in cases when there is a means to analyze it and make the necessary adjustments. Here it is responsible for this intelligence module. It can help you assess the volume of incoming and outgoing information from a client and back, to understand how well and works effectively support (up to each individual employee) and the self-service system (the same knowledge base, eg). All statistics provided in the form of visual weekly and monthly reports.

Last on the list, but not the last important item - integration with existing systems. Which leader will want to change the already existing well-established business processes and tools for the implementation of a new, albeit a useful tool? In the case of Copiny everything easier - system neatly integrates with existing company information systems without requiring any changes at all in the usual workflow.

Example: in Copiny creates a request from a user. This request is automatically transferred to the company's CRM system and processed already in her usual way. When the answer is given in the CRM, it is automatically published to the community through Copiny. It should be noted that there are ready-made solutions, and the implementation process in this case is very quick to integrate with popular systems such as Microsoft Dynamics CRM and ASoft CRM.

Total

Replacing the standard system of one-sided support for customers on Copiny really works. A growing number of sales by increasing the number of loyal customers, which in turn creates an additional influx of new customers from among the friends and acquaintances of your regular customers. Against the background of such a close interaction between a customer and the company reduced the total amount of negativity among users. In addition to this it is possible to reduce the maintenance costs of customers. To confirm the worth give some proof:

JSC "Ural Bank for Reconstruction and Development" - 60% of customer self-service support center, built on the basis Copiny. Churn fell by almost 3%.

Danone (Yogurt, yeah) - online support system on the basis of Copiny allowed to save 900 thousand rubles for 3 months, and customers have become more satisfied.

ENTER - retailer that unfolded on the basis Copiny Internet service customer service, received hundreds of positive feedbacks from their customers and simultaneously reduce the load on your e-mail by 40%.

Copiny.com