Whether it’s new feature requests, questions about functionality, resolutions to issues or announcements, all of these are handled in one location -- the online community. This makes it easy for customers to communicate with each other as well as with company representatives. While the benefits of a community are endless, there is always one end result: increased customer satisfaction!
The online community can help reduce support costs by allowing users to work together to solve issues, answer questions and provide general support. A successful and popular response in the community is available 24 x 7 and lasts forever, or at least until someone provides a better response, giving both current and future customers easy access to solutions to issues. In addition, community posts can be marked as the answer, ensuring future uses with a similar issue, or a similar question, get the response they need.
An online community can help boost brand stickiness because it keeps customers thinking about, and actively involved with, a business. With active involvement, customers will feel like their voice is valued and truly being heard. The ability for others to vote on posts and “like” replies will keep customers coming back, and automatic notifications when there is a change to a thread they’re participating in means they’ll never miss a post or reply. They can also subscribe to threads that they haven’t participated in but want to know more about.
Status indicators on community posts can help users see the progress on issues, the status of feature requests and that questions have been answered. For example, when a user proposes an Idea, that request can have an initial status of “Under Consideration”, then, as the idea moves into actual implementation, it can move from “Planned” to “In Progress” and, finally, to “Completed” once the idea is fully implemented and ready to roll out to users. Users will appreciate staying apprised of their requests and seeing when their questions have actually been answered.
With the ability to create custom community roles, participants -- especially knowledgeable and helpful participants -- can be granted special permissions and have greater involvement in the community as a whole. For example, moderation roles allows a business to choose key customers and empower them to manage the tone of conversations, remove spam, change statuses of Ideas, Problems or Questions and more. Often, any work related to managing a community can be off-loaded to these key customers, and this privilege further makes them feel appreciated and part of your team.
Along with the other features of SmarterTrack, having an online community means your users are all conversing in one location, with each other and with your agents, instead of having conversations across various social media channels.
The main page of the community displays the most recent participants as well as a list of “Top Contributors”. Each show the participant’s avatar as well as their post count, reply count and the total number of “Thumbs Ups” they’ve received.
Google and other search engines prioritize websites based on how frequently their information changes. An active community creates this dynamic environment and offers greater exposure for your online presence to all of the major search engines.