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Customer Support Posts

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, Online Community, Customer Support, Customer Retention

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, Customer Support, User Group Communities, 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 Engagement, Customer Support, Customer Communities, 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

NAASF Crowdsources Customer Support and Advocacy with Online Community [Case Study]

Written by Caitlin Struhs | on August 11, 2016 at 8:30 AM | 6 minute read

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, Online Community

Build a Better Organization with Community

Written by Molly Talbert | on June 28, 2016 at 8:30 AM | 4 minute read

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 Support, Customer Communities, Online Community

How to Implement a Customer Portal Platform

Written by Julie Dietz on April 22, 2016 at 8:30 AM | 5 minute read

So, you've decided to launch a customer portal. You're now one step closer to creating a gateway for your customers to connect and collaborate with your company. Your new portal can become a central part of your customer retention strategy and help you expand your relationship with customers as soon as people start using it.

You're living the customer experience dream, right? Not quite. Before you reap the benefits, you need to actually set up, or implement, your customer portal platform.

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Topics: Customer Engagement, Online Community, Customer Success, Customer Support, Online Community Software

How to Identify Customers that Might Leave You

Written by Julie Dietz on April 19, 2016 at 8:30 AM | 5 minute read

It's a recurring nightmare for those of us in the business world: your customers flocking to your competitors in droves, leaving you behind. Not only does it feel like a failure, but losing customers costs you revenue. According to Bain & Company, even a 5% increase in customer retention can produce more than a 25% increase in profit. That, along with your business nightmares, should be enough to motivate you to improve retention.

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Topics: Customer Engagement, Online Community, Marketing Automation, Customer Support

Selecting and Purchasing a Customer Portal Platform: How to Get Started

Written by Julie Dietz on April 15, 2016 at 8:00 AM | 5 minute read

It's like choosing the perfect car. It has to be the right make, model, and have all the fancy features you could dream of. But with so many choices, making a decision takes hard work, hours of research, and even a few test drives.

Choosing the right customer portal platform for your organization is no different. There are so many options that selecting the right customer portal platform for your organization has become a major obstacle. How do you know which one is best for you? How do you choose between the different features?

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

How to Use Your Online Community to Improve Customer Service

Written by Christina Green | on April 5, 2016 at 8:30 AM | 5 minute read

In today's global economy, you're no longer competing with just the businesses in your town. You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. You need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

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

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