«Our goal is to make the Sunrise Community an even better place to share knowledge and provide assistance. But members can also become experts, earn badges and do more. And gamification is the tool for it,» says Ahmet, describing the introduction of gamification.
Sunrise Community
Since June 2022, Sunrise has been offering its customers a unique new platform, the Sunrise Community. It’s where Sunrise customers can ask questions about offers, the latest developments in the world of TV, mobile phone services or the Internet, and so much more. These questions are then answered by community members. The community has within it all the experience and expertise of countless users, people who share their own knowledge, making a lasting contribution to the evolution of the Sunrise offer. The whole thing is moderated by the internal Sunrise team.
Members of the Sunrise Community can test products and services before they’re launched. Special content such as blogs, background reports and the Community Podcast are also available to users.
How does gamification affect the Sunrise Community? Ahmet explains: «With the introduction of gamification, we want to encourage community members to participate actively in the community, get involved and benefit from the advantages that this programme offers.»
Gamification?
Gamification means that users can collect points, badges and other awards for their activities in the community. They can make their contribution more visible and celebrate their personal successes – whether they answer questions, start new topics, like posts or just actively participate in discussions. Gamification forms the basis for the Sunrise expert (superuser) programme.
Gamification stimulates the gaming spirit of community members and encourages them to get even more involved. «These are passionate people who want to share their knowledge and experiences, and Sunrise wants to show its appreciation for it. Sunrise gamification is a game a bit like earning points at Migros or Coop, only more multifaceted,» says Ahmet.
The new Sunrise gamification system includes the following:
Earn points: Members can earn points for helpful answers, likes and general activities. The more active members are, the faster they rise in the ranking list. The user whose answer is accepted gets the maximum reward.
Earn badges: Members can win «Super Supporter» or «Community Champion» badges for particular actions. These badges appear next to the member’s name and can be seen by everyone.
Awards for expertise: In addition to the badges mentioned above, there are awards for expertise too. Depending on their activities and interests, members can earn awards that specifically highlight their profile and achievements in the community. This award is more than simply a badge, it’s an award that recognises the member’s expertise.
Climb the leaderboard: The points collected are included in a ranking list that shows how members are performing compared to each other; it also shows the top performers.
Achievements by the best members in the community are celebrated on the Leaderboard.
Appeal of the game: Become an expert
But why should a member get involved, you might ask. Ahmet explains: «Members who take part and aim for a place on the podium have the classic «gamer gene». They want to show what they’re made of and are happy to be recognised for it. They’re motivated and committed. They get to know like-minded people in the community and are part of a vibrant network.» Members who provide the best services become part of the expert (superuser) programme. As an expert, members get exclusive benefits, special rights and lots of other perks that make their contribution even more visible and valuable.
The special rights that experts enjoy include:
The right to change incorrect answers directly in the community or move them to a different place.
Their own superuser room within which they can discuss complex topics and questions in a small group
Invitations to events at headquarters or Christmas parties
Regular communication with the Sunrise moderators and advance information (all with a non-disclosure agreement that obliges them to maintain absolute confidentiality)
Gamification – proving yourself again and again
Ahmet emphasises, «Members may not be an expert forever. We regularly evaluate whether members should keep their status or not.» And he adds, «We’re delighted that gamification lets us take the next step with our community. It will improve quality further and customers will benefit from the maximum level of expertise. The aim is to create a community that’s even more vibrant, a place where everyone can find answers to their questions and discuss things openly.»