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Omni Channel Digital Strategy - Have Strong Forums

How do you know that your digital connections are engaged?

One of the most effective and popular ways it to have a forum. A forum could be a discussion board on your own website or it could be a social site that could act as your forum.

Several organizations that have omni-channel strategy make sure that they have an internal forum as well as forums on several social sites. They also make sure that the forums are inter-operable.

There are certain key practices that can make sure you have an engaged forum:




Have relevant content

  • Relevant content is what gets the digital connections come to the forums.
  • To start with, organizations would not know which content is relevant
  • Over a period of time, digital connections would start trending over content that is relevant to them.

Have your customer care interact with your digital connections in the forums

  • People like it when they get responses from the customer care of an organization
  • It helps to have your customer care respond to the queries from digital connections

Keep it lightly moderated

  • Moderation helps. However, sometimes it becomes annoying when you see multiple replies in forums deleted
  • The better  way is to make sure to keep it lightly moderated or moderated with the users themselves
  • That way, it becomes easier for the users to interact with each other

Encourage digital connections to connect to one another

  • There are digital connections who would want to know things that are either common knowledge amongst your existing users or things that are frequently asked questions
  • It helps organizations since it shows that the digital connections are engaged

Identify and recognize most active digital connections

  • Always recognize your most active digital connections
  • Allow your partners to be engaged with your customers. It makes it easier for the customers to understand your support network and your partners would also have more increased traffic.
  • Build it like a platform so that all of the digital connections can benefit

Run regular campaigns to keep your digital connections engaged

  • Finally, this is the most common practice
  • Have regular campaigns to keep the digital connections engaged
  • Keep things interesting and active

These are just some of the more common practices.
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