Communities for Customer Support and Engagement

Overview:

A majority of organizations are using some sort of community based support model or have considered doing such.  The question is, are you seeing the results and cultivating real relationships with your customers? 

It is known customer communities can be an incredible source of support, for both your customers and your organization. 

In this episode, I have invited Michael Pace (Customer Support & Community Management Executive) to join myself on Voice of the Customer Radio to discuss “Community”.

Objectives:

• Learn about communities and community management for all levels of the enterprise
• Uncover the tremendous benefits of this unique “self” service tool
• Step by step assessment guide on how to get started
• Technical options available for you

Questions to Reviewed:

What is a community or support community? And how are they beneficial/

How do they impact engagement? C-Sat? Reducing Costs? Driving top line growth?

How did you get involved in communities?

Where do you start?

Once you are up and running, how do you keep your customers engaged?

Metrics?

How do you get executive buy in to pursue?

People – what kind of people do you need to be community managers? How do you hire/

What kinds of tools are available?

Are there any resources to help get folks started?