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Hugo Fraga Ferreira
Hugo Fraga Ferreira
Contributor ⭐️⭐️
December 19, 2016

Fresh New Fórum NOS!!!

  • December 19, 2016
  • 15 replies
  • 386 views
Hello everyone,

I am Hugo Fraga, and I am the project manager of the recently launched Fórum NOS.
NOS is a Portuguese Telco, working on fixed and mobile sollutions,

I am glad I met some of you guys in the great InSpired event, and I believe we will learn a lot together.

We have just launched our new community at NOS. This project took us around 1 year from the scratch until the launch. It has involved several teams and more than 70 people.

Our aim is to empower clients, and bring us closer to them, by being the more relevant, rich, fast and simple online help channel to solve questions and share experiences.

After 12 days, we have some big numbers that we would like to share: (note: We have not yet communicated it) :D
  • + 2.300 registrations
  • + 42.000 pageviews
  • + 240 unique topics created
  • + 900 interactions
  • 26 answers marked as "correct"
  • + 550 likes
  • We already have users in the 2nd degree of the gamification ladder

Picture of Go Live day War Room.



We invite everyone to vist our fresh community here.

Thanks InSided for helping bringing this community alive!

Cheers,
Hugo

    15 replies

    Show previous replies
    Hugo Fraga Ferreira
    Hugo Fraga FerreiraAuthor
    Contributor ⭐️⭐️
    January 23, 2017
    Hi Hugo,

    Hip, hip, Hooray! Congratulations with your new forum. Looks like an awesome start 🙂 Good luck with creating a great community!

    - Angela

    Thanks Angela,

    We looked to your community some times during our design fases and it helped us a lot! ;)

    Hugo
    forum.nos.pt
    Hugo Fraga Ferreira
    Hugo Fraga FerreiraAuthor
    Contributor ⭐️⭐️
    January 23, 2017
    Impressive numbers Hugo, thanks for sharing your experience! Do you have a community registration integrated in the self service environment?

    Hi Hugo,

    Yes, we are using a Single sign on solution. This was one thing that helped us a lot as well getting some registers since the costumers do not need much effort to complete registration. The ones that followed the webselfcare notification, completed the register with only one step. For the ones not registered in SSO yet, they created an account and now can access also to other services that we provide. This was a key success factor defined from the beggining of the project

    Hugo
    forum.nos.pt
    Haiko
    Gainsight Employee ⭐️
    Haiko
    Gainsight Employee ⭐️
    January 24, 2017


    Hi Haiko,

    I think that one of the secrets for the success was the fact that our customers were really waiting for something like this, once that our competitors already have active foruns. We fullfiled one need, and for that we designed a clear strategy, and made sure that every internal department was on board.

    At the launch, we just send a short notification for customers webselfcare that converted in registrations. One thing that also helped us with registers was making a anonym post in the biggest technology forum in Portugal, creating awareness about our launch.

    Hi Hugo, thanks for coming back with background info! Do you also have some numbers and conversion ratios on the different activation strategies that you can/want to share? Eg
    -What did the notification for customers webselfcare looked like, how many customers received/saw it, how many visitors & members did you get by sending it?
    -Why did you decide to post anonymously on the technology forum, what was the message and what where the results?

    Haiko
    M
    Gainsight Employee ⭐️
    Martijn
    Gainsight Employee ⭐️
    January 30, 2017
    Congrats Hugo and the whole NOS team, beautifully designed community and great to hear it's adopted so well by your customers 🙂
      OVOdarran
      OVOdarran
      Helper ⭐️
      February 15, 2017
      Wow what a great start Hugo!

      We are LIVE and on day 2, slow start, but very targeted approach for us to try and engage some passionate customers. Going out to wider pool of people early next week, so hope to see our numbers climb from there!!

      Keep sharing your successes, it give us encouragement!

      Well done to you and the team!!

      Darran
      Community Manager // OVO Energy / Boost Power
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