Softkey (SoftKey) (Copiny (service))

Tasks

At the end of 2012 the company decided to improve customer service on the website, to make it the most convenient both for visitors, and for employees of support.
It was necessary for Internet supermarket:

• increase efficiency of a support service,
• establish an operational feedback with clients for quick response to the problems arising at visitors at all stages of purchase.

Tasks were carried out after implementation of client community on the Copiny platform.

Implementation

Integration of the Copiny platform with the website Softkey took only 4 days. The staff of vendor quickly provided necessary documentation, provided training and answered all questions arising at representatives of online store that allowed to avoid any difficulties at implementation.
The community was zabrendirovano under corporate style of the company and became the full section of the website of Softkey company.

Organization of work

Contact center in which jurisdiction there is a control of scripts on work in community coordinates work with the Head of department platform. Direct work with clients in Copiny is carried out only by the senior staff of department of contact center (top managers, specialists and heads). If it is necessary to solve a specialized problem which is out of cognizance of these employees, then the staff of profile departments is quickly connected.

Results in a year

In one year (October, 2012 – October, 2013) in community more than 6000 new subjects, about 10,000 comments were created.

Data of community: Unique visitors – 44,810. Viewings – 1,367,000.

During creation of the new address, "smart search" in subjects of community works, issuing to users the most suitable, earlier set, discussions. Copiny counters show that up to 80% of visitors quickly find answers to questions and the solution of the problems without the address to support.

With accumulation of the knowledge base the number of visits from search systems grows (more than 43% of visitors of community come from search systems of Yandex and Google). It, certainly, attracts on the website of shop of new buyers and promotes sales growth in the company.

Customer Feedback

Felix Muchnik, CEO of Softkey: "Thanks to client community it was succeeded to establish a fast feedback with users, to react timely to their requests and to help at the arising difficulties at all stages of commission of purchase"