Case Study

Brief

Social media agency, Yomego, was hired to design an online customer support forum as part of eircom’s overall strategy to improve customer engagement across all platforms. This followed the success of eircom’s sports community sites Soccer Republic and Gaelic Rising.

Strategy

eircom connect complements eircom’s existing customer support services and improves customer communication online.

Accessibility was the key to this customer services community site. The eircom connect project has opened up a genuinely two-way dialogue with customers online. As the leading telecoms player in Ireland, eircom attracts its fair share of comment across social media spaces. This community site provides a destination for customers to channel their thoughts and suggestions.

Steve Richards, MD of Yomego, says: “The development of a dedicated customer support forum is brave, but it aligns eircom alongside brands working directly with customers to help refine the present and define the future.”

Execution

eircom connect is serviced by dedicated specialised customer service representatives. At the heart of the site is the social support forum. The site also boasts an array of extra features including a ‘service announcement’ section that brings the latest service updates to customers and an informative ‘topic of the month’ section inviting customers to ask questions to eircom senior management on a variety of topics.

Results

Dervilla Mullan, Director of Online, eircom said “eircom connect enables improved customer engagement and is a dedicated online platform for customer service and support.”
“The eircom connect site has been well received to date with a wide variety of topics being discussed and a real sense of community developing where customers are sharing experiences and helping each other.”