How Evernote has introduced internet communications system Copiny

we told you back in March about Copiny - Communication system and customer support on the internet and social media. Latest company news Kopin ($ 500 thousand. investment by Softline VP) LifeHacker forced again to look at the service, find out what's new at the company, and submit one of the case studies of successful implementation. The information will be useful for services that need to reduce the burden on customer support, without compromising the quality of services; corporate representatives and brands, which is important to show openness to customers; all those who pay special attention to communication on the Internet and social networks with their audience.

Recall that Copiny - SaaS-service that includes a support forum, a collective knowledge base and special marketing tools for audience research (modules polls and analysts, the voting system and to identify brand) lawyers. The system allows you to collect feedback and to organize a community where customers can interact with the company and each other. The uniqueness of the solutions that the community is integrated into the website and social networks, combining them into a single communication channel, which can also be linked to CRM / HelpDesk system of the company. Among Copiny customers have highly respected service Evernote. We asked a few questions to the manager of the Russian service Evernote on how they use Copiny.

The problem that has come to Evernote Copiny

Supports Evernote users, collecting ideas and suggestions were made using FogBugz bug tracking system. Also for the Russian-speaking audience was the support section in the forum and the experiments were performed with a feedback system Reformal. These instruments were not very effective, often had to answer the same questions, and in different places. In addition, it was not possible to systematize the feedback from users and form a unified knowledge base.

Implementation Copiny

Introduction and familiarization with Copiny service took exactly one day. Programmers Copiny import questions and ideas from Reformal, Evernote employees moved manually important topics of the forum. Especially for Evernote in Copiny was added functional transmission of additional information via the widget, and improved community search. Thus, Copiny replaced and feedback form, and the service of collecting ideas, and a section on the forum.

Integration with website

Representatives Evernote introduced to the site Copiny widgets: embeddable and a pop-up (opened by pressing on the side tab "Feedback"), tied to his community subdomain ru-support.evernote.com, Thus making it a full section of the site.

Integration with social networks

Also, representatives of Evernote introduced community in social networks. On the page Evernote on Facebook you can see the section "Community Support" in the menu, and on the page Evernote Vkontakte embedded widget Copiny «Contact us». Due to this, customers can communicate with the company and to each other regardless of where they are: on the website of the company, VKontakte or Facebook.

implementation results

1. For 7 months of use Copiny created 1327 new discussions, 3,600 comments. In the community have been active more than 53,000 people. Create a collective knowledge base, which is open to any visitor.

2. Copiny become a single point of working with users and allow employees to 3 times more effective than exercise support. Quote Igor Afanasyev, the manager of the Russian service Evernote: "The amount of time required for technical support, significantly reduced (2-3 times). In Evernote employees the opportunity to faster and better respond to customer requests, and users become easier and more convenient to contact the support. "

3. With convenient search community and Copiny tools, the same type of support calls virtually ceased. Visitors find a solution to their problems without recourse to the support. In addition, users help each other and form a collective knowledge base.

4. Users themselves positively to the support using Copiny, as publicly stated in the community:

We recommend that you try Copiny to collect user feedbacks and their subsequent processing. All the more so, thanks to his Russian roots, good service Russified and speaks to your users in one language.

Copiny - partner Layfhakera