Category Archives: Community Building

Friends Made in Heaven: Self-Serve and Ticket-Based Customer Service Programs can Co-Exist Together

I have some news for you, but don’t take it personally. According to a recent Forrester survey, 72% of all customers would rather use self-serve customer support content than reach you via phone, email or social media.

Whoa there! Before you run off and start cutting heads, take a deep breath. Does this really mean you can replace all (or most) of your customer support with an excellent self-help content library? Continue reading

No One is Reading your Dev Blog. Here’s How to Fix It!

There are certain industries where content creators and content consumers do not enjoy a mutual relationship. The gaming industry is not one of them. In fact, it’s the interactions and exchange of opinions, ideas and experience between game developers and gamers that have made this industry what it is today. Continue reading

Customers pay more for products with better support experiences. Here’s how to offer them.

Every business knows that consumers are price sensitive. But in a world where prices are already so low that margins are practically nonexistent, it’s more common to see companies that compete on price go out of business than capture market share. In such a cut-throat environment, differentiation can seem tough. I assure you, however; it’s not impossible. Continue reading