Customer Service vs Customer Success: What's the Difference?

Posted by Sarah Robinson-Yu on Aug 6, 2019 8:00:00 AM

8 minute read

While it’s not uncommon to hear the terms “customer success,” and “customer service,” used interchangeably, one should be cautious of doing so. Yes, these terms are related and connected in various ways. They both involve helping customers, troubleshooting issues and providing valuable information, however using these terms as synonyms would be a mistake. 

This blog aims to dispel the differences between these two terms and make it abundantly clear what each of these mean.

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Topics: Community, Customer Success, Customer Service

Is There a Barrier Between Your Support Channels and Google?

Posted by Luc Vezina on Aug 1, 2019 11:00:00 AM

5 minute read

According to a recent survey by the TSIA, 9 out of 10 consumers cited Google as their preferred support channel. This is indicative of a significant shift in customer behaviour over the past decade, and is the direct result of the increasing digitalization of customer support. 

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Topics: Community, Search Engine Optimization

SEO Fundamentals of Hosted Forums

Posted by Adrian Speyer on Jul 23, 2019 8:00:00 AM

6 minute read

If you have an online business, you know that how you rank in a search engine results is vital. Heck, it can account for almost 50% of your traffic, so getting it right is important. 

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Topics: Community, Search Engine Optimization

Operating Your Super Fan Program

Posted by Jake McKee on Jul 18, 2019 11:00:00 AM

9 minute read

Like any marketing, engagement, or support program, Super Fan programs require operational rigor. We use the word “program” because success comes from building a structured, planned effort that takes into account the combination of strategy, daily operations, and staffing that ensure the engagement efforts yield the hoped for results.

In part 1 of this 3 part series, we introduced the core concepts of a Super Fan program. In part 2, we dug a little deeper into how to build a strategic plan to develop a Super Fan program. In this third and final instalment, we are going to look at some of the operational considerations necessary to make a successful Super Fan program hum on a daily basis.

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Topics: Community

Community Manager Strategies for Vacations, Holidays & Taking Time Off

Posted by Adrian Speyer on Jul 17, 2019 9:45:00 AM

4 minute read

Everyone needs some time to kick back and relax — but as a Community Manager, you may feel like this type of luxury is simply unattainable due to the sheer amount of work you have to do. You might be worried that your community health will weaken while you're away.

Well, as we discussed in a previous post, you know that it's important to take these vacations because the risk of burning out if you don't take the time for self-care is high. So how can you ensure that you get the time you need without your community suffering?

Here are 3 things you can do to ensure that you can relax on a beach while your community is smoothly sailing along. 

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Topics: Community

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