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How we’re shaping the Community to Deliver WOW

September 21, 2022

This article originated from the Xero blog. The XU Hub is an independent news and media platform - for Xero users, by Xero users. Any content, imagery and associated links below are directly from Xero and not produced by the XU Hub.
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Here at Revolut, we never settle, so we’re always looking for ways to improve our customers' experience, be it through our app, blog, or Community. This year, we’ve decided to take on an extra goal: offering you the best Community out there.

We are redesigning, and restructuring our forum environment, so you can easily share feedback, get help, and get to know new features on Revolut. You’ll be able to engage with us more effectively, and help to create truly customer-centric products.

But first, what is Revolut Community?

The Revolut Community page was created in July 2016, and it’s now time to take a fresh look at how we can make the most of it.

The Community is one of the best ways to connect with you – it’s an online platform where we provide important information on all things Revolut. This space allows like-minded people to come together, spark conversations, as well as learn and speak out about the brand and its overall purpose.

Why is the Community so important?

The Revolut Community is an essential part of achieving our goal to Deliver WOW and put our customers first. We want to build strong connections with you.  This platform offers a place where you can engage with one another, discover new information, and learn more about our brand and what we’re trying to do at Revolut. We want our Community to be an environment created for customers and led by customers.

But as Revolut grows, we’ve been asking ourselves how we can build a better Revolut Community to meet your needs and offer more value to you. We wanted to build something that delivers a consistent, personal, and responsive experience.  So, we came up with a  new approach dedicated to monitoring the Revolut Community and better engaging with you, starting with our new Community caretaker.

A new Community caretaker

With as many as 800k – that’s right, almost one million – monthly visits to the Revolut Community, we decided it was time to change our approach, and to give you all someone who will dedicate 100% of her time to you. So, let’s give a warm welcome to Mariana, your new Community Devotee.

Mariana is from Portugal, has been with Revolut for almost 3 years, and she’s currently working on the relaunch of the Revolut Community, and she's excited to share it with you. By providing feedback around the Community topics, you can be part of the process of building something that works for you.

Mariana can’t wait to know more about you, such as: where you’re from, how long you’ve been using Revolut, and what your favourite features are.  

To kick things off, we decided to change the structure a bit.  You’ll now see a lot more of Revolut engaging with you on topics and providing replies to your most urgent questions. The first step is simple: allowing you to quickly and easily get help from the Community, be it from us or from other customers.

So, what’s changing in the Community?

Shifting our approach
We want you to feel our presence, so our Caretaker will be around almost every day, and she can’t wait to get more input from you.

We want to make sure that everyone can enjoy the space, and therefore she’ll make sure that the Code of Conduct is being followed. She also wants to hear from you regarding what you would like to see in the future, so feel free to reach out if you have anything relevant you’d like to discuss.

Increasing availability
Whenever you need to get help, our Community is available, 24/7, 365. We’re there for you, but we also hope our users can help each other out, from FAQs to technical issues. And when you need extra support, our new Community Caretaker will be available as quickly as possible.

Oh, and did we mention that in the future we’ll have brand advocates who get exclusive access? These people will be Revolut Stars who help out others with amazing knowledge that our Community members get directly from Revolut. So, keep an eye out for that.

Improving the Community structure
The improvements also include a new organisation of the Badges and Categories for you to post on, and maybe even a redesign of the layout.

The Revolut Community will be even more fun, engaging, and interactive, so you can more easily navigate the platform and find answers to your questions.

This relaunch will help us provide you with a better user journey, so we can save your valuable time and boost your experience.

Introducing a Community Membership
And what if we told you we want to develop a Loyalty Program? How would you feel about it, and what might you like to see? Let us know via the Community. We want to Deliver WOW in every Revolut corner, so you can feel like you're part of it.

Want to help us with our Community relaunch? We love feedback

At Revolut, we’re all ears. We believe there’s always room for improvement. So, if you have any further suggestions or feedback on our coming improvements, please share them with us on the Revolut Community.

Why leave it there?

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