Category Archives: Customer Support

How Online Communities Improve Customer Support

… or,  how to make your customers happy by letting them talk to each other

Customer-driven online forums and other forms of customer support communities are nothing new. It’s a successful strategy that’s been around for years, and there’s a good reason why: because a properly executed, self-serve support option not only emboldens a company’s brand, but it also leads to better revenues and customer retention. Continue reading

Stop Wasting Time on Customer Support

Sneaky headline alert: I don’t think customer support is a waste of time. I just think there are plenty of businesses out there who are spending way more time on it than they should.

A few weeks ago, I wrote a post on ticket deflection. To briefly recap that post, ticket deflection is a means or method companies use to cut down on person to person support time. This practice not only saves businesses time and money but drastically benefits customers as well. Continue reading

How to Tell if Your Online Customer Service is Actually Working

In recent posts, I’ve shared why I think 2017 will be a big year for online customer service and how you can use that trend to your benefit in growing your online community. Today, I want to help those businesses who have already begun to see the value of online customer support.

How do you measure customer service success? Continue reading