Category Archives: Syndication

Where Chat Collaboration Software Falls Short as a Community Tool

When it comes to offering support choices, many firms believe they can save a little money and streamline the process by using a popular new tool, even if it isn’t the right tool for the job. In this instance, many companies have been choosing chat collaboration software such as Slack for this purpose. Continue reading

Why Ticket Deflection Matters to More than Just Your Support Team

Serving a ton of customers is awesome… until it isn’t.

Every successful business will eventually find itself in that awkward place where customer service requests start to get out of control. Sure, a customer service backlog means you have customers; which means you have revenue. Continue reading

What to Look for in an Online Community Platform

In the age of social networking, you can’t succeed in business (or anything, for that matter) without building an online community. While there are lots of ways to do that, one of the earliest questions you’ll ask yourself is whether you should develop your own platform or go with a hosted solution.

For this post, let’s assume you’ve decided to go with a hosted platform. As I’m sure you’ve noticed, there’s no shortage of hosted options out there. While we have two helpful reports to help you sort through the options (quick & easy or slow & thorough), I want to give you a quick rundown of the basic things to look for when you’re choosing a platform. Continue reading

5 Tools Community Managers Can’t Live Without

Managing a community is hard work. It involves constant time spent analyzing data, looking for and creating relevant content, planning new posts, and interacting with members. If you want to succeed as a community manager and sleep more than 3 hours a night, you need help.

Here are five areas where the right tool will help save you invaluable time and energy. While I’ll give a specific example under each heading, it wouldn’t be a bad idea to try more than one tool. See what works best for you and go with it. Continue reading