Launching a branded community is similar to any other strategic project; it requires rigorous planning, broad buy-in, commitment, and a tangible way to not only measure success, but a willingness to iterate and fine tune the plan accordingly.
According to a recent survey by the TSIA, 9 out of 10 consumers cited Google as their preferred support channel. This is indicative of a significant shift in customer behaviour over the past decade, and is the direct result of the increasing digitalization of customer support.
On May 1, 2019, we publicly announced the general availability of Vanilla Knowledge, the newest major feature by Vanilla. The innovation we are bringing to the area of knowledge management is through combining the power and wisdom of the community with the traditional knowledge base. Vanilla Knowledge makes it easy to repurpose community generated content as KB articles.
That being said, I’d like to take this opportunity to discuss why we chose to develop a knowledge base—why this was a priority for us and what factors shaped its development.
Topics: Knowledge Base
Too often, organizations fall into the trap of viewing business value with a money-in, money-out mentality, and as a result, end up putting customer experience on the backburner. This is a big mistake. Every action or inaction has a consequence even if you can’t actually see the pretty penny attached to it, and the fans of your brand are watching your every move.
Brands are always at risk of losing their customers.
Retaining your customers isn’t just about having more ads or the right shelf space anymore; it’s about establishing a social connection between your customers and your brand. This social connection is what keeps your customers invested and dedicated to your brand, increasing customer retention and transforming customers into loyal, long-term fans.