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Posts about Customer Support

Why Bad Customer Service Disappears in an Online Community

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

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

How User Groups Defer Customer Support Costs While Creating Raving Fans

Written by Julie Dietz on August 17, 2017 at 8:30 AM

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

How to Increase Customer Retention with an Online Community

Written by Julie Dietz on July 25, 2017 at 8:30 AM

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

The 6 Biggest Business Benefits of Starting a Branded Online Community

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

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

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

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

Protech Associates Creates “Tier 1 Support on Steroids”

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

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

How the Customer Support Funnel Works for an Online Community

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

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

How Online Communities Ease the Pain of Tech Support

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

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

NAASF Crowdsources Customer Support and Advocacy with Online Community

Written by Caitlin Struhs | on August 11, 2016 at 8:30 AM

The North American Association of Subway® Franchisees (NAASF) uses online community to advocate for members and solve industry problems for fast food franchises. Franchisees want to communicate with each other and share resources and best practices, but they don't always want franchisors steering those conversations. NAASF recognized a communication challenge and set out to develop a better system for its franchisees to gather and share knowledge.

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Topics: Community Platforms & Updates, Communications, Customer Support, Customer Advocacy

Build a Better Organization with Community

Written by Molly Talbert | on June 28, 2016 at 8:30 AM

Community will help your customer relationships -- they’ll feel more connected to you and to other people who use your product.

But will community help your entire organization?

You bet.

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Topics: Engagement, Customer Communities, Customer Support

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