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Customer Support Posts

The Importance of Creating an Online Customer Portal with a Sense of Community

Written by Gabrielle Wathen on March 14, 2019 at 11:30 AM | 8 minute read

Have you ever spent time with a toddler who is discovering their independence? The moment a growing tyke learns how to do something new, they feel the need to try and do it themselves. There is a certain level of excitability that comes with their newfound independence and fierce determination – not to mention, a common distaste for being told ‘no.’ Sound relatable?

As grown adults in the modern age of tech booms, DIY-everything, and continuously rising customer service expectations, I don’t think we’re that far removed from the demands of a toddler who wants to be in the driver’s seat of their own experiences (and I’m not surprised).

Did you know that 89 percent of U.S. consumers expect brands or organizations to have an online self-service support portal?

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

Customers for Life: Meet the Zenoss TechZen User Community [Case Study]

Written by Caitlin Struhs | on October 30, 2018 at 5:10 AM | 5 minute read

Today’s preferred customer experience combines support, community, and outreach into one unified platform.

Zenoss has facilitated a user community for over 10 years, becoming the de facto online gathering place for IT Ops customers. Recently, Zenoss enhanced customer experience by revamping its online community – name, brand, and all.

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Topics: Engagement, User Group Communities, Customer Engagement, Customer Experience, Customer Support, Customer Success, Online Community

How to Increase Your Sales Without Hiring More Reps

Written by Paul Schneider on September 4, 2018 at 8:01 AM | 4 minute read

Online communities are becoming more mainstream every day, with many companies using them for customer support and retention. No question, they’re great for that.

However, there is another HUGE benefit you can get from your online community – increased sales. Are you ready to learn how? Here we go:

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Topics: Customer Communities, Customer Support, Online Community

[WEBINAR RECAP Q&A] The Value of Community in Customer Success

Written by Mark Ace on August 21, 2018 at 7:56 AM | 5 minute read

How do you convince an exec that community is worth it when ROI is long-term? Who should be responsible for managing a community?

Mark Ace recently discussed the value of online community in customer success in a Higher Logic webinar. He answered the questions you had about ROI, community management, customer support, and more.

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Topics: Online Community Management, Online Community Software, Customer Experience, Customer Retention, Customer Support, Customer Success, Customer Advocacy, Online Community

Marketing Automation: Creepy? Or Just Good Customer Service?

Written by Shayna McGroggan | on August 2, 2018 at 8:20 AM | 5 minute read

You’re shopping online. You put something in your cart, leave the website, and then a few minutes later, you get an email that says, “Oops, looks like you left something behind.” Have you ever had this experience? Turns out, it’s not Big Brother spying on you – it’s just marketing automation at work. An abandoned cart campaign is a perfect example of how marketing automation can be used to create a great user experience.

Tell me more, you say?

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Topics: Associations, Member Experience, Customer Support, Marketing Automation

Will Microsoft’s Xbox Customer Support Program Built on Volunteer Power Work?

Written by Elizabeth Bell on June 26, 2018 at 8:29 AM | 4 minute read

Can you have a successful customer support community built solely on volunteering? That’s the hypothesis Microsoft seems to be testing with its recent decisions for Xbox customer support.

Xbox Ambassadors are Xbox users who volunteer to help other users with their gaming issues. A news source recently reported that Microsoft has laid off twelve of its contracted Xbox customer support staff and is replacing them with these volunteers, supposedly in a cost-cutting measure. Two of the staff said they had recently finished training a group of Xbox Ambassadors who will now be their replacements.

Although Microsoft retained a couple support staff, they seem to be leaning the bulk of their Xbox customer support on these volunteers.

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Topics: Volunteer Management, Customer Communities, Online Community Software, Customer Support, Customer Success, Online Community

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

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

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

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