The Fido Community was given a facelift in 2015 with a major redesign to align it with our brand image. During this transformation, our members were the main focus
------------------------
Company: Fido Solutions Inc.
Entry submitted by: Caroline Lalonde (Senior Manager, Community & Social Media)
Community: The Fido Community
Facebook: www.facebook.com/fidomobile
Twitter: www.twitter.com/Fidomobile?lang=en
Lithy category: Digital Design Excellence
Digital customer experience has been a growing focus for years, as it supports our ‘low touch no touch’ contact strategy. Fido’s mission is to connect people and give them the tools to do what they love. That’s why wherever our customers are looking for help online, we’re there. From public/ private chats on Facebook, Twitter, Instagram, YouTube, Snapchat, on third-party forums or our own Community, we offer a consistent and reliable customer experience.
Started in 2010 as the Fido Technical Community Forums, the Community was a destination for our customers to ask questions, share advice and offer help. As the name implies, the support provided was mainly peer-to-peer technical support. That was a long time ago, and the Community has since evolved to offer support on anything and everything Fido.
The Fido Community was given a facelift in 2015 with a major redesign to align it with our brand image. During this transformation, our members were the main focus.
2016 - ENHANCING THE ALL-AROUND COMMUNITY EXPERIENCE
Premium Gamification
We kicked off 2016 with a bang by working with Lithium’s Professional Services team to launch premium Gamification. We made sure that not only our badge images were aligned with our brand, but also the titles and descriptions. It wasn’t all business either. We awarded custom badges to our members who signed in on specific dates, such as Halloween, New Year’s, etc.
Needless to say, our members loved it!
COMMUNITY EMAIL NOTIFICATIONS
Next on our to-do list were the Community email notifications. It was hard to tell where the original emails were coming from, and what they were about. We took on the task and worked internally with our brand team to redesign them, focusing on how they looked on desktop and mobile.
COMMUNITY MOBILE RESPONSIVENESS
We wanted the same experience for every visitor, whether they connected via their phone, tablet, laptop or desktop. Ease of navigation was also a top priority as more than half of our traffic connected to the Community via their mobile device. In the early months of 2016, the Fido Community went Mobile Responsive.
Following this launch, we saw a 111% increase in mobile traffic and a whopping 291% increase in mobile registrations over 2015.
Finally, visitors had the full community experience regardless of the device they were using to connect.
THE PERSONALIZED TOUCH
With the badges feature in full swing, we launched Profile Plus after working with Lithium to beta test. This allowed our members to showcase their expertise and personalize their profile, which was incredibly important to us in order to create a unique experience. We also created a custom, personalized welcome message to be displayed upon sign in.
CONSISTENCY IS KEY
Throughout the year, Fido offered various contests and sponsored some awesome events. We worked with our brand team to ensure a consistent look and feel was maintained across all of our digital channels.
DIGITAL FIRST
On top of popular articles featured on the Community landing page, some of the hottest Community articles were promoted on the Fido.ca homepage, making it easier for our customers to find what they were looking for.
As part of our digital strategy, our website promotes social media and the Fido Community as the first methods to Contact Us.
DEVICE HELP THROUGH OUR APP
A new tool was launched last year that’s conveniently embedded in our mobile app. This tool lets our customers troubleshoot, diagnose, and fix technical problems with their device directly through the app. If a fix wasn’t found through the app, the Fido Community was the suggested next step, with a direct link provided through the tool.
THE COMMUNITY RESULTS
All these amazing features allowed us to provide a best in class experience aligned with our brand objectives, and we’re not done. Stay tuned for what’s next on our roadmap…
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.