Above: myKmart Community home page makes it very clear to users the site exists to answer their questions.
Summary: We developed MyKmart Community as an online destination where Kmart customers could go to get answers to their product questions and customer support. We wanted to create an environment where our customers were enabled to find information on their own (self-serve), or engage with a live customer support agent or product expert if they needed to. The community also showcased a garden section which supported the Lawn & Garden business by providing a plant library and gardening tips to Kmart customers.
The underlying technology leveraged a mash-up of Salesforce features including Chatter, Ideas, Knowledge and custom development. The innovative use of Salesforce technology got the project featured at Dreamforce in 2014.
Objectives: Self-serve, enable more ways to get digital customer support, gain insights from our customers, increase customer satisfaction
KPIs: Visits, members, posts, call volume reductions, insights
Components: Strategy, UX, Visual Design, Brand Storytelling
Achievements: over 1M registered members
Responsive Mobile View: MyKmart Community was designed and built as a responsive site so it is easily viewable on any device.
MyKmart Community: Below are screens for Discussion, Do-It-Youself and The Garden Center.
Email Design: Monthly email newsletters showcasing new articles, expert advice and what's new.