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Customer Support Posts

Are You Calculating Your Online Community’s Business Impact? [eBook]

Written by Julie Dietz on February 6, 2018 at 8:30 AM | 3 minute read

Your online community wasn’t a whim. You didn’t buy, implement, and grow it for no reason. You did it to make a positive impact on your business. And chances are you’ve been successful.

But have you used business metrics to prove that success?

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Topics: Customer Retention, Customer Support, Online Community

Why Bad Customer Service Disappears in an Online Community

Written by Molly Talbert | on August 22, 2017 at 8:30 AM | 4 minute read

According to a study done by Forrester Research, 80 percent of businesses think they deliver ‘superior customer service.’ And, guess what? That same survey found that only eight percent of customers agree. Clearly, there’s a major divide between perception and a hard reality.

In a world where mistakes and missteps can go viral instantly, no one wants to be caught in the social media crosshairs for bad customer service. But there are social communities that can manage customer service issues as well as generate new approaches while building stronger customer relationships.

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Topics: Customer Support, Online Community

How User Groups Defer Customer Support Costs While Creating Raving Fans

Written by Julie Dietz on August 17, 2017 at 8:30 AM | 4 minute read

In 2016, businesses lost $63 billion dollars due to bad customer service. That’s up from 2013 by a whopping $20 billion.

To make matters worse, almost half of customers will stop doing business with a company because of bad service – a percentage that will likely increase as younger generations (who are more likely to switch companies) become more prominent and influential.

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Topics: B2B Communities, User Group Communities, Customer Experience, Customer Support, Online Community

How to Increase Customer Retention with an Online Community

Written by Julie Dietz on July 25, 2017 at 8:30 AM | 6 minute read

A five percent increase in customer retention can increase business profits by 25 percent. That’s substantial, but according to the Harvard Business Review, it may be on the low side. That same five percent retention increase may be able to increase revenue by up to 95 percent.

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Topics: Customer Communities, Customer Experience, Customer Retention, Customer Support, Online Community

The 6 Biggest Business Benefits of Starting a Branded Online Community

Written by Hunter Montgomery | on June 15, 2017 at 8:30 AM | 6 minute read

What drove your last business initiative?

For most of us, the answer revolves around meeting goals and improving the bottom line. We launched our latest project to be more efficient, increase sales, or improve retention.

Those are the same reasons why business executives are starting branded online communities.

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Topics: Customer Communities, Customer Retention, Customer Support, Customer Advocacy, Online Community

How to Leverage Your User Group to Differentiate Your Company in the Sales Process

Written by Julie Dietz on May 30, 2017 at 8:30 AM | 3 minute read

Sales are competitive. Even companies with quality products that get great results must fight to win new customers because there are always half a dozen other options that customers are comparing to yours.

Every good sales professional knows that. They know that while potential buyers are talking to your company, they’re also talking to your competitors, weighing cost, functionality, support, and features that will help them achieve their goals.

Your company – and your sales team – need a way to break through the noise.

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Topics: B2B Communities, User Group Communities, Customer Support, Customer Success, Online Community

Should You Remove Negative Reviews from Your Community?

Written by Molly Talbert | on March 23, 2017 at 8:30 AM | 5 minute read

You went out to dinner and had a horrible experience. What do you do? Many people would go to a site like Yelp and post about how the food was late, cold, and over-priced. Hopefully the restaurant either sees your review and apologizes, or a future customer decides to eat somewhere else.

The truth is, consumers trust peers, even if they find that advice online. According to Jay Baer’s book, Hug Your Haters, 80 percent of American consumers say they trust online reviews as much as personal recommendations. People are swayed by online reviews even if they don’t know the person who wrote it.

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Topics: Online Community Management, Customer Retention, Customer Support, Online Community

Protech Associates Creates “Tier 1 Support on Steroids” [Case Study]

Written by Caitlin Struhs | on December 5, 2016 at 8:45 AM | 7 minute read

Based in Columbia, Maryland, Protech Associates, Inc. provides cloud association management software powered by Microsoft Dynamics CRM and run on the Microsoft Azure cloud. The organization has dedicated more than 30 years to exclusively serving the association community and is continuously looking for ways to improve the products and services it delivers.

In early 2015, Protech realized it needed an online community to enhance its customer support experience. Protech Director of Customer Care Matt Bruffey spearheaded the project, which has become one of Protech’s most valuable benefits for its customers.

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Topics: Engagement, Marketing, User Group Communities, Customer Support, Online Community

How the Customer Support Funnel Works for an Online Community

Written by Hunter Montgomery | on November 17, 2016 at 3:30 PM | 6 minute read

Funnels, chutes, hourglasses - they’re all used to help us plan the customer’s journey with our organization (or maintain a particularly organized baker’s kitchen - depends on your audience).

There are tons of models and terms we can use when we talk about customer acquisition, and getting people to engage with your brand or organization.

Online communities are no different. So, what shape should you use? How are you getting people engaged in the first place, and how do you make them stay?

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Topics: Customer Communities, Customer Engagement, Customer Support, Online Community

How Online Communities Ease the Pain of Tech Support

Written by Molly Talbert | on August 24, 2016 at 8:30 AM | 4 minute read

What do you do when you’re on hold with a company’s tech support? Clean? Watch TV? Just sit on the couch waiting for the day it’ll all be over?

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Topics: Engagement, Customer Support, Online Community

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