3 Ways to Grow Your Business with Online Community-Based Customer Support

In my last post, I explained why 2017 is going to be a big year for online community-based customer support. Here’s a quick recap: online communities provide a space for customers to find authentic information they can trust in the most efficient way possible.

In this post, I’d like to give you three ideas on how to leverage this trend to serve customers in a way that captivates their interest, convinces them of your brand’s value, and ultimately drives future conversion. Continue reading

Why Online Community-Based Customer Support Will Rise in 2017

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

The Short Newbies Guide to Community Strategy

Congratulations, you’re a community manager! In this role, you’ll be responsible for extending the reach and recognition of your brand, upping engagement levels, and improving customer satisfaction. These factors are critical to a brand’s success, but don’t be overwhelmed with the newfound responsibility.

Instead, follow these steps to create a community strategy that will show your managers why they hired you in the first place! Continue reading

How Fintech Startups are Building Trust through Customer Experience

The financial industry is undergoing a major shift today in terms of how it’s perceived by their customers. Trust in legacy institutions is slowly eroding, as anyone who’s been following Wells Fargo probably knows. Their recent phony account scandal could cost the bank up to $8 billion in deposits by the time it’s all said and done.

The big difference between today and twenty years ago is that consumers now have an enormous amount of financial service or fintech options to choose from to cover each and every area of their financial needs. There are apps for savings, investing, insurance, and e-payments. Consumers can simply take their money elsewhere in a matter of days, minutes, or even seconds. Continue reading

Vanilla Forum’s Revamped Analytics Provide Deeper Insights For Community Managers

Over the course of the last several months, the development team at Vanilla Forums has been working on a new set of product analytics for our community forum software. This undertaking has allowed the team to build a new data collection and storage infrastructure to better help you get insights into your community behaviours.

When building an analytics feature, the reports and visualizations are just the tip of the iceberg, most of the functionality exists below the surface. This was a significant project. Continue reading