Our world is no stranger to crisis, both natural and man-made. During times of crisis, our communities require special attention, strong leadership, and mutual support. As a community manager, it is not your job to do all of the things for your community, but rather to step back and allow members space for mutual aid. In a global crisis like the one currently occurring around the coronavirus pandemic, we all need support, including you.
Customers have always expected a reasonable standard of customer service, however ironically in an era where technology has made it possible to not only meet but exceed standards, it seems good customer service is increasingly hard to find.
Have you ever wondered why people are motivated to join an online community forum— I mean, what really motivates people to join? What's appealing about being part of an online community as opposed to an offline community? Different people will have different reasons for joining; everyone's got a story. But ultimately, I've found that there are 3 underlying human reasons why online communities are appealing to so many people.
One of the great things about being the Head of Community for a maker of online community software is an exposure to hundreds of communities. Another aspect of the role is also synthesizing ways to ensure success for new customers who launch a new community.
We are living in unprecedented times, with one third of the world population on lock down because of the novel coronavirus, COVID-19. The Financial Post talks about India’s outsourcing industry buckling, with call centers scrambling to set up employees to work from home. And even as I write this, the effects are also being felt in North America, with over half of the US states in complete lockdown, as well as several Canadian provinces.
The support call center is under fire.