[Community] Keeping it Classy: 3 Tips to a Conflict-Free Forum

Posted by Alok Chowdhury on Mar 16, 2018 11:08:55 AM

3 minute read

The internet abounds with the best and worst of human nature and reliably brings out instances of both in high relief. But today we’re discussing one of the darker aspects of forum frequenters: the tendency to hide behind screens.

What exactly do we mean by that? All forum members use screens, right?  

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Topics: Community

[Community] 3 Ways to Help your Advocates Respond to Criticism

Posted by Kenny S. on Mar 15, 2018 8:41:30 AM

4 minute read

 

For brands of all shapes and sizes, social media is both a blessing and curse.

On the one hand, platforms like Twitter can instantly give your brand the exposure it needs to break into the market. On the other hand, it hands a megaphone to every single person who's ever had a bone to pick with you — legitimate or not.  

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Topics: Community

[Support] Self-Service that Actually Serves: 7 Essentials

Posted by Kenny S. on Mar 14, 2018 11:53:22 AM

10 minute read

Self-service is the buzzword du jour of customer experience. Customers want to solve their own issues without waiting on hold to chat with a customer service representative.

But self-service is much more than a nice value-add.

In fact, it’s quickly becoming an absolute necessity. Depending on which survey you reference, 70-90% of customers expect it, 40% prefer it, and 73% would rather have it on your website than anywhere else (social media, SMS, etc.).

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Topics: Support

[Community] Your Community Mission Statement is More Than it Seems

Posted by Devin Trim on Mar 13, 2018 11:25:10 AM

3 minute read

 

Mission statements reflect the core philosophy behind companies, institutions, websites and political parties. But in the context of an online forum, it becomes something even more: a gateway to diversity and tolerance.  

What exactly makes these two qualities so valuable to the health of your community? Simply put, it’s a numbers game. If your community is successful, you could easily see thousands of people engaging daily; people of different backgrounds and life experiences… different political persuasions… different values in all possible respects.  

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Topics: Community

[Support] 5 Habits of Highly Successful B2B Customer Support Teams

Posted by Charles Owen-Jackson on Mar 12, 2018 8:02:41 AM

2 minute read

It’s well-known that earning a new customer costs a lot more than holding onto an existing one. This is precisely why your organization must provide exceptional support if it wants to maintain its competitive edge.

While B2B customer support shares this basic tenet with B2C support –  helping clients resolve their issues fully and quickly – there are notable differences, One such difference being that B2B customer support is often a far more demanding endeavour.

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Topics: Support

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