Gabe & Noah ft. Bri Boerner

Consumer Behavior Conversations

On this week’s blog, I will be talking about Noah and I’s podcast with Bri Boerner. She is the content specialist at Discover Benefits. You will read about introductions and three main concepts we touched on while learning a little about Bri.

Getting ready to interview

Going in, none of us had done a podcast so we were all nervous. After a few technical difficulties and getting to know Bri before going live we decided to get rolling.

Introduction

We found out Bri is a Fargo native, attending NDSU from 2009-2013, graduating with a major in print journalism. She was an active participant on the Bison Information Network, then graduated to a local news station where she was a producer for the nightly news. She then moved to Discovery Benefits in 2017.

Exposure

Our first concept covered is exposure for Discovery Benefits. She talks about making sure consumers know about their “knowledgebase”. They have a public one that can answer questions like password resets and information about Discovery. Their private knowledgebase is used by clients who have a login.

Attention

Discovery keeps its customers attention by eliminating the need to call customer service. This is done through their knowledgebase which uses guided helps. These are yes or no questions that help to answer their original question.

Comprehension

Bri was adamite about keeping their search engine simple for the consumer. She was specific about their knowledgebase which she described overall as a search engine like Google. This allows customers and employees (in the two separate systems) to search for keywords and click links to find answers to their questions.

We hoped you enjoyed the blog and hope you listen to our podcast and subscribe to our class channel.