Above: MySears Community home page makes it very clear to users the site exists to answer their questions.
Summary: MySears Community was developed as an online destination where Sears 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 provided numerous customer insights that enabled Sears to make improvements to the customer experience.
Objectives: Self-serve, enable more ways to get digital customer support, gain insights from our customers, increase customer satisfaction.
Strategy: We collaborated cross-functionally to understand the opportunities within various business units to enhance the experience and make optimizations. We also reviewed customer feedback to design a community strategy that would create a great experience and true value for our customers.
Technologies Used: 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.
Components: Strategy, UX, Visual Design, Brand Storytelling
Achievements: over 1M registered members
Responsive Mobile View: MySears Community was designed and built as a responsive site so it is easily viewable on any device.
MySears Community: Below are screens from the MySears Community desktop site.
Above: The Discussions landing page makes it easy to browse topics or create them.
Above: The Do-It-Yourself section showcases how-to projects that were inspired by feedback received in the community.
Above: The Articles section featured content related to topics of interest to our members.