Having a bottleneck in your company creates frustration for users and may even prompt them to seek easier solutions elsewhere. Having an online community provides answers in real time. The online community is engaged and by helping out someone with an inquiry they feel like they are contributing and are even more connected to your company. Another great thing about having an engaged community, it takes the requests off of the employees of your company and they can work more productively, all the while, creating a more inclusive community.
Key Takeaways:
- Think of pain points for your customers and how you can focus on solving this for them.
- Having documentation and other online help in it’s own online community can help members to communicate and become part of your family.
- Online communities can be great for conveying information without using up too many resources. Keeping customers up to date in times like the Covid pandemic makes them feel secure.
“?In an increasingly networked world, customers and members expect answers to their questions in near-real time. If they can’t find the information then need, now, they may abandon their search, or move to their social networks to voice their frustrations. ? ?”
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