It's been a difficult year for all of us, but like everything, the year 2020 has finally come to an end. That being said, it's time to take a look back at the most popular eBooks that we made just for you this year!
So if you're looking for a good read over the holidays or are just looking to brush up on some knowledge to start '21 with a bang, this blog is for you!
1. Online Communities for Enterprise Organizations
Maintaining multiple product lines, training employees, and servicing customers takes on a whole new meaning when numbers extend into the millions. Due to their massive scale of operations, enterprise organizations therefore require lean and scalable digital solutions that are able to address many challenges at once.
This solution comes in the form of an online community, which offers a practical, affordable, multi-purposed and scalable digital solution that increases operational efficiency while cutting costs.
Many enterprise organizations have already begun to use online communities to address their organizational challenges. Indeed, communities are able to support top enterprise challenges, including scaling without compromising customer experience, increasing sales without spending too much and staying on top of product issues and bugs for multiple product lines. But that's just a quick overview; enterprise communities have so much value to offer that not adopting one could be a costly mistake.
This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including:
How community compliments enterprise priorities
How community addresses key challenges
Crucial enterprise community features to look for when assessing vendors
Strategic community programs that drive enterprise community success
Examples of enterprise organizations who have seen success with their communities
Download your free copy of this eBook to learn about a digital solution that can scale the operations of an enterprise organization, all the while, saving money.
2. Customer Experience and Customer Self-Support Research
There are many things that help shape a customer's experience with your brand, and the ability to access self-service support with ease is one of them. The attitudes that your customers form based on your ability to deliver on these types of expectations can make or break your business.
Building on existing literature surrounding customer experience and customer self-service support, we sought to explore how customer attitudes shape a customer's experience, the actions they take and their subsequent perception of the organization. To conduct this study, we surveyed a random sample of 285 people, who were asked a number of questions, including, but not limited to, their habits and preferences on customer support, customer experiences and how it influences their actions
This research report will provide you with an overview of customer attitudes towards self-support efforts, namely through the use of online communities and knowledge bases, and further explore what factors have the biggest impact in shaping a customer's experience.
This eBook will siphon through customer data and unpack four key findings:
Finding 1: Customers are often unable to find the support solutions online.
Finding 2: Positive experiences resonate more than negative ones.
Finding 3: Customers expect organizations to offer self-service tools for support.
Finding 4: Customers trust organizations that focus on customer service and support.
Grab your free copy today to ensure that you're equipped with the latest and most relevant information possible!
3. Increasing Community Adoption and Engagement
Engagement is one of the biggest challenges that organizations face, and this is no different when it comes to online communities. It can be difficult to attract people to an online community, and even more difficult to ensure that they're inspired enough to come back for more.
Unfortunately, as it stands, 43% of people who make a contribution will never make a contribution again.
That begs the question—how do you increase community adoption and drive engagement, so that members will be compelled to come back time and time again? This guide is intended to provide you with a solid understanding of how you can develop an audience, increase usage, and craft an action plan with tactics aimed at participation and engagement for your online community.
This eBook will cover a number of important topics on how you can drive community engagement, including:
How to maximize your community UI and UX to help forward engagement
How to understand what your members need from the community, and how to deliver it
How to identify community leaders that can support your goals
Creating engaging community content that encourages participation
How to use gamification to increase community engagement
How to onboard members effectively so that they stay engaged
Grab your free copy today to find out how you can drive adoption and increase engagement in your online community forum!
4. Enabling Customer Success with Community Building
The idea of customer success (CS) may be a relatively new concept, however its effectiveness has quickly put it at the top of successful and impactful business strategies.
That being said, many organizations have begun to adopt these types of teams to not only get ahead of their competition, but to also ensure that customers get the most from their products or services. In essence, CS is a long-term and proactive approach to customer relations that provides a two-way relationship with your online community forum, making your CS and community more powerful than ever before.
Co-authored by Ben Winn, an award-winning Customer Success thought leader and the Founder of Canada’s largest Customer Success community, CS In Focus, this eBook will provide you with the knowledge necessary to empower your CS team through community.
This ebook will cover a number of key topics, including:
The differences between CS and customer service
CS roles and responsibilities
What makes an effective CS team
The role that emotions play in winning over customers
How community and CS intersect
How community and CS can support each other’s goals
Grab your free copy to find out how you can use CS to help fuel your community and help your business achieve its end goals.
5. How To Build an Online Community Forum
The idea of planning, building and launching a brand new community forum can be quite intimidating, no matter what forum software solution you choose.
We understand that new endeavors can be overwhelming, especially if you have no idea where to start. That’s why we’ve created this eBook; this comprehensive guide has been designed with you in mind, to make your journey to an effective and successful online community forum as easy as possible.
This step-by-step guide will walk you through the process of implementing an online community forum from inception to completion, all the while, providing you with invaluable resources along the way.
Building an online community forum can actually be summed into a simple 7 phased process:
Determine your community concept
Secure executive buy-in
Create your community plan
Procure your community platform/ vendor
Customize and add features
Launch your community
Measure KPIs and adjust if necessary
If you have no idea where to start, or are simply interested in seeing if implementing a community forum is do-able for you and your organization, you’ve stumbled upon the right read. Grab your free copy today to find out just how easy it can really be!
And there you have it folks! The most popular eBooks that we produced this year! Which one was your favorite? Which one did you find more helpful?
Leave your comments below, and we'll see you in the new year!