Building Tailored Community Experience for a Diverse Customer Base

e.pop

Bettermode's biggest selling point was its ease of use, extensibility, and flexibility to our evolving business needs.

Ida Lehtinen
Marketing Manager at e.pop
e.pop
Summary

Story snapshot

An overview of how the e.pop team used features such as Spaces, Collections, SSO, and Leaderboard to build a thriving customer community.

About 

e.pop

A contactless, digital receipts app whose mission to drive environmental change and eliminate paper waste across the country. Named as one of the leading NY fintech start-ups of 2020 for exceptional growth, innovation, and social impact

Community Goals

Create an online community that helps build brand awareness as well as acts as a channel for pre-launch campaigns and customer acquisitions. A community that integrates into e.pop and allows them to offer different types of content from one consolidated platform.

Approach

Access to Bettermode Spaces helped segregate content for different types of customers. Bettermode's SSO support helped integrate e.pop’s community with its app. Design custom Spaces to create subgroups and personalize for different target persona and improve engagement.

Results

Fostered positive brand image and better customer engagement through tailored content. Improved information security and member privacy while gaining valuable insights from customer feedback.

Launched in 2020, e.pop (electronic proof of purchase) is an easy-to-use application that allows app users and merchants to access, store, and track digital receipts. E.pop’s mission is to build a community of forward-thinking companies and consumers unified in becoming carbon-negative and ditch paper receipts altogether.

However, for a purpose-driven brand like e.pop delivering a technology solution begins with connecting with things that matter most—in this case, creating a culture of environmental awareness and customer-centricity.

To support that goal, the company wanted to build a digital community to educate, communicate, strike partnerships, and promote e.pop’s greater mission. As a fintech company with a strong environmental mission, creating the right customer experience is critical for e.pop.

To better understand and connect with its audiences, e.pop was searching for a community platform that would align with its branding needs.

With Bettermode as its solution of choice, e.pop was able to build and launch an interactive and exclusive community—BeOne, that helped bridge the gap between climate-conscious consumers and ethical small businesses. Bettermode's community platform empowered e.pop to build personalized user engagement channels and streamline the customer experience.

Speaking with Bettermode, Ida Lehtinen, Marketing Manager at e.pop, dives deeper into how Bettermode catered to e.pop’s unique needs for community platform and content.

Why e.pop built community with Bettermode

Ida says, “After thorough research into the leading community platforms in the market, Bettermode was an easy winner for us. Bettermode's biggest selling point was its ease of use, extensibility, and flexibility to our evolving business needs.”

For e.pop, strong customer knowledge before any product launch is the biggest factor to success. A online brand community is one of the best ways to understand customers, create real connections, drive promotions, and generate leads. But like most start-ups, e.pop was subjected to rapid change and had a dynamic customer base.

As a result, their community requirements differed from traditional companies, and here’s how Bettermode perfectly matched it.

Flexible

Bettermode's biggest differentiating factor was its customizability. Bettermode enabled e.pop to create two sets of customer experiences and journeys, one for its app users and the other for merchants.

Through Spaces, e.pop was able to design unique experiences for members and deliver customized content. “Bettermode made it possible to segment information using batches and share the right information with the right customers. Such an option for targeted messaging was a game-changer for us as it helped nurture user retention, establish credibility, and drive conversions,” said Ida.

Easy-to-Use

E.pop’s primary expectation from their community platform was its ease of use. “We wanted a platform that didn’t require daily coding and was suitable for non-technical users. Bettermode's user interface is elegant and simple to navigate,” says Ida.

For the maximum benefit of moderators, the platform also offers a wide range of intuitive tools, easy formatting, and editing options for beautiful, organized posts.

Content types

Bettermode offers a wide range of content types that e.pop could easily customize for better engagement.

“My absolute favorite Bettermode feature is that I can upload videos, create articles, polls and design a wide variety of content such as store listings, promotions, events, gated campaigns, and webinars. This helps us build a strong brand reputation and drives traffic to the community,” mentions Ida.
Webinar recording hosted on BeOne.community

In addition to content generation features, Bettermode also comes with tools for scaling and optimizing content, such as built-in SEO best practices.

"My absolute favorite Bettermode feature is that I can upload videos, create articles, polls and design a wide variety of content such as store listings, promotions, events, gated campaigns, and webinars."

How Bettermode integrated with e.pop’s existing products and strategies

It took only a few days to set up the BeOne community for e.pop, and it was a smooth implementation process. “One of the main goals of our community was to set the stage for our new product launch, and Bettermode's SSO integration helped us immensely with that,” explains Ida.

Bettermode's simple SSO implementation made it easy for e.pop to integrate the community with its new application. As a result, users now needed only one login ID for the community and their product. “This feature created ease of access for our customers, streamlined customer experience, and improved member acquisition,” Ida adds.

"Bettermode's simple SSO implementation improved ease of access for our customers, streamlined customer experience, and improved member acquisition."

Interaction with the Bettermode team

According to Ida, the Bettermode team has been proactive regarding technical assistance or any other support from day one. “Bettermode took us through an onboarding webinar in the initial stages, which was very useful. The team at Bettermode possesses good technical know-how, and most importantly, we always receive quick responses,” states Ida.

In addition, the Bettermode's customer community has also been of great help for e.pop as it answers commonly asked questions and keeps them ahead of any product updates or announcements at Bettermode.

The results

Although e.pop’s BeOne Community is still in its early stages, the fintech company is seeing excellent user engagement and response from its customer base. The Bettermode community helps e.pop add a human touch to its solutions and create positive customer experiences.

As a result, e.pop is witnessing great and measurable payoffs as the number of community members is growing consistently.

"Thanks to Bettermode, by the end of this year, we are aiming to get 15,000 signs up for our community, and we are super excited about that!"