Bradley Chalupski

Recent Posts

[Community] Maximize your Forum's Gamification Features for Better Data and Engagement

Posted by Bradley Chalupski on Feb 22, 2018 11:52:07 AM

4 minute read

Gamification is currently one of the hottest trends in business, and with good reason. Tons of research attests to the fact that gamifying a process or system increases customer engagement and satisfaction.

This is certainly true of community forums. The standard forum is a great tool, but honestly, in its most basic form it can be a little bland. Adding gamification makes it more interesting to use, creating more authentic interactions and value for your users.

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Topics: Community

[Support] 4 Ways Community Management Can Help your Brand Avoid Churn

Posted by Bradley Chalupski on Feb 20, 2018 10:58:19 AM

4 minute read

 

Avoiding churn is one of the most important things that a SaaS company can do. The cost of acquiring a new customer is much higher than the cost of selling to an existing one. But while the specific reasons for churn can vary, they all share a common thread — unhappy customers.

For customer service teams, this presents a unique opportunity to provide value. Since support has the most direct interaction with your customers, it’s also in the best position to keep them happy. One  way to do this is through he proper management and curation of self-serve support forums.

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Topics: Support

[Finance] Why Advocate Marketing Needs to be Encouraged for Banks

Posted by Bradley Chalupski on Feb 19, 2018 11:54:25 AM

3 minute read

Is word-of-mouth or advocate marketing an effective differentiator in banking?

In a world where omni-channel digital banking is streamlining customer experiences and minimizing the impact of face-to-face customer service, it’s a question many banks are asking themselves right now.

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Topics: Fintech

[Finance] Omni-Channel Banking: What Does a Consistent Customer Experience Look Like?

Posted by Bradley Chalupski on Feb 13, 2018 8:46:02 AM

3 minute read

The need to provide consistent customer experience across omni-channel services places new demands on banks. Simply put, it’s no longer enough for a bank to be everywhere the customer wants. Today’s customer expects  consistent, seamless and collaborative contact at all touchpoints. For many businesses, that’s easier said than done.

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Topics: Fintech

[Support] Should CSMs Bump Old Threads in a Customer Service Forum? 

Posted by Bradley Chalupski on Feb 9, 2018 8:48:01 AM

3 minute read

February 2018 (6)

It’s easy for community forums to become a victim of their own success. Businesses want customers and leads to interact as much as possible. But the open and collaborative characteristics that make forums such excellent customer support channels can quickly become unmanageable. This is why proper forum curation is so important.

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Topics: Support

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