With a new year comes new scrutiny over which marketing efforts are working and which need to be cut. For a community manager, that means yet another opportunity to justify your existence (and your salary!) to your superiors.
Here’s at least one reason for them to keep you around this year: online community-based customer support.
In the past, companies have engaged with digital channels (Facebook, Twitter, etc.) as if they were glorified customer support lines. While that won’t completely go away, I believe this year will show a steady rise in community-based support. Continue reading →