The College of Opticians of Alberta exists to regulate and improve the practice of opticianry across the country through educating tomorrow’s eye care professionals. They wanted to improve their communication methods with members in order to reduce excessive numbers of phone calls.
We developed a brand new, user-friendly, website with a custom support forum, as well as a comprehensive communications plan that allowed members to inquire in a variety of different ways – all of which were more time efficient for the College than a typical phone call.
When it comes to improving communications, it can be a tricky game; you have to be empathetic to your audience in order to ensure they are actually processing the content you’re delivering. Otherwise, you’re merely forgotten among a hundred other messages they’re receiving on a daily basis. By creating a customized support forum, and using social media as an “availability platform” rather than a high active one, we ensured that the members knew the College was there to support them, but only if the member requested it.
The project was extremely well received with an average of 10,000+ page views per month and thousands more utilizing the support forum and the communications mediums since its launch. We were able to reduce the number of phone calls coming into their lines and created a better online experience for their members.