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Posts about Customer Support

The Power of Transparency: How BART Responded to Angry Riders

Written by Molly Talbert | on March 30, 2016 at 9:00 AM

The power of transparency: how BART responded to angry riders.

Usually, when you tweet a 140 character rant at a public transportation account, nothing happens. If you’re lucky, you’ll get retweeted by someone else. But most likely your tweet just ends up in a feed with dozens of other similarly angry tweets venting about delays and congestion during rush hour.

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Topics: Social Media, Customer Support

Reduce Customer Support Costs the Community Way

Written by Molly Talbert | on March 22, 2016 at 9:00 AM

Reduce customer support costs the community way

Do you want to make customer support fun for your customers?

And save money for your company?

Communities purpose varies, from growing brand awareness and loyalty to gaining valuable insight into your product. But one area communities are particularly effective in is reducing customer support costs -- Gartner found that communities reduce support costs for companies by 50 percent. And reducing support cost is a top three reason 30 percent of companies start a community, according to the in CMX and Leader Networks Keys to Community Readiness and Growth study.

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Topics: Marketing, Customer Support

The Top 5 Reasons Why Companies Launch Branded Online Communities (and Why Some Succeed) [Research]

Written by Julie Dietz on March 8, 2016 at 8:30 AM

Reasons why companies implement branded online communities

According to a recent study from leading social and community business researchers Leader Networks and CMX, the marketplace is seeing a revolutionizing shift in both business and marketing behavior. Instead of focusing on traditional advertising and cost reduction businesses and associations are focusing on their relationships with customers to improve satisfaction and add value for existing and potential customers.

That means companies are increasingly looking to their customers as the source of their success and looking for more feedback on products, services, and practices.

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Topics: Customer Communities, B2B Communities, Customer Retention, Customer Support

Communities Help the Buyer's Journey

Written by Hunter Montgomery | on February 23, 2016 at 10:00 AM

Online communities help the buyer's journey

A community isn’t just an afterthought for your customers. And it isn’t only valuable once the deal is sealed and you sold them your product or services. Communities can support both you, your team and your customers throughout the buyers journey; every step of the way, from evaluation, decision, retention and, ultimately, creating customer loyalty.

It’s important to think of your customer relationship as starting long before the first contact. Rather than the transaction solidifying a relationship, it’s the relationship that triggers the transaction -- as it did for this man. A relationship with a potential customer begins before you even know them; in a community, they see how you interact with your current customers and how customers interact with each other.

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Topics: Marketing, Customer Communities, Customer Experience, Customer Support

How To Actually Hear What Customers Say

Written by Molly Talbert | on December 17, 2015 at 10:00 AM

Any kid could tell you there’s a difference between just listening and actually hearing. They know right away if a parent is giving them their full attention or if their mind is wandering off into other territory. How do you think kids feel when they know they don’t have their parent’s full attention? Maybe frustrated, annoyed, like their time isn’t valued.

Distracted listening doesn’t just happen between parents and children. It can happen in your community and make your members or customers feel unvalued and not worth the community manager’s time. That’s the last thing you want.

Listening to your members or customers and actually hearing what they say is critical. Not only will they feel validated and contribute more, but you’ll learn more about what makes them tick. This is invaluable to you -- it’ll help you cater to them and create better products.

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Topics: Customer Communities, Member Engagement, Customer Support

Think You Know Your Market? 13 High-Value Insights from Your Online Customer Community

Written by Joshua Paul | on May 15, 2014 at 10:00 AM

Know Your Market - High-Value Insights from Your Online Customer Community

In many cases, your organization is only as good as your insight into your market. This market data is the foundation of decisions about everything from products to positioning to messaging.

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Topics: Customer Communities, Customer Support, Customer Success

How to Create a Great Online Customer Portal

Written by Joshua Paul | on February 25, 2014 at 8:25 AM

How to Effectively Use an Online Customer Portal Software Platform

The past few years have seen a big shift in customer support as more and more companies offer self-service customer support through online customer and client portals. While a reduction in support center phone calls might seem like it benefits companies the most, a 2012 study from Amdocs suggests that today's customers also prefer an online self-service approach.

The study, conducted by the analyst firm Coleman Parks, gave insight into customer preferences when it comes to their support options. Though the survey targeted smartphone users, the findings apply to other product support as well.

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Topics: Customer Communities, Online Community Software, Customer Support

Software Support & Online Community Platform Selection

Written by Andy Steggles | on November 16, 2013 at 9:30 AM

A common and much disputed saying about online communities is 'build it and they will come,' referring to the concept that all you need to do to create a thriving online community is launch the software. Obviously, it's not that simple.

There's a lot that goes into the success or failure of an online community - strategy, site design, integration with whatever back-end database the org is using, etc. Not to mention community management. But one facet of online community that I don't think gets enough recognition is support, e.g. help for the person/people managing the community and helping them make their platform as good as it can be.

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

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