OVO Forum is an online community launched 8 months ago by OVO Energy to provide customer support and improve the customer experience. The presentation outlines 8 key learnings from launching the forum: 1) Clear activation and content plans were important for early success; 2) Engaging stakeholders across the company helped build support; 3) Maintaining a healthy community with positive sentiment was a priority; 4) Traffic and usage have grown steadily over 8 months; 5) Peer-to-peer support and self-service have been effective, though moderation remains important; 6) Experiments with ads and gamification show promise; 7) Continued engagement of forum users is needed; 8) Being willing to test new tactics and learn from the process is

1. Darran Crook • darran.crook@ovoenergy.com • @DSC76
OVO Forum - 8 months, 8 learnings
#inSpiredEvent2017
How we became successful in 8 months

2. OVO Forum - 8 months, 8 learnings
How we became successful in 8 months
Darran Crook, Nov 2017

3. Where did it all start?

4. Why are we different?

5. Why are we different?

6. Customer Service

7. OVO’s customer support challenge
Reduce costs Improve our customers’
experience
Be more efficient

9. What do we want the forum to achieve?
“The OVO community drives self service, creates loyal customers, and stimulates
innovation by positioning the community as the integrated and transparent hub to
find answers and information (provided by OVO or other customers).”

10. Introducing the OVO Forum

11. What made us successful so far?
Clear activation plan
Stakeholder
engagement
Healthy community
Content plan
Positive sentiment &
feedback in the
community
Quality
content
Growing
traffic
Good
moderation

12. Forum growth so far
3000 users
Number of different users Number of page views
TopicsComments
Usage Trend Organic Search Topics & Comments

13. So what are we good at?
Type Amount Percentage
Topics 381 100%
Topics with 1 unique
contributor
36 9%
Topics with 2 unique
contributors
114 30%
Topics with 3 unique
contributors
110 29%
Topics with 4 unique
contributors
42 11%
Topics with 5+ unique
contributors
79 21%
Topics with 10+ unique
contributors
13 3%
Peer to peer support at 19% - inSided benchmark 47%
Channel grouping over time
Pageviews vs sessions overall
Sense of community

14. Integrated forum
11,000 views
72 comments
916 views
24 comments

15. Integrated forum
Static ads
640 clicks (avg)
Carousel ads
1210 clicks (avg)

16. Customer event

17. Forum engagement and gamification
Ranks / Reputation Badges

18. 8 months - 8 learnings
Stakeholder
engagement
Take the time to
test and learn
Work on getting
forum involved in
campaigns, make it
relevant
Engage with your
forum users
Build relevant
content
Think about the
badge strategy,
what does the user
get out of it
Don’t be afraid to
try new
things/tactics
Trust that the hard
work will pay off

20. Darran Crook
#inSpiredEvent2017
Email: darran.crook@ovoenergy.com