Customer support is one of the most critical aspects of a B2B business, and having a support community is the best way to provide this support effectively. There are a number of reasons why B2B businesses need a support community and this article will touch on 5 of the most important reasons.
All platforms, strategies and processes in your organization need to be measured in order to identify areas for improvement and areas to build on. Your knowledge base is no exception; collecting regular statistics on the performance and health of your knowledge base is what will keep it well-oiled and running as intended.
Neglecting to collect and measure KPIs from you community can lead to the decay of useful information and an inability to provide your customers with an adequate level of customer self service.
Understanding, and properly acting on customer emotions to your business strategies is without a doubt one of the most frustrating and daunting tasks facing management today.
Today’s organizations are more reliant on IT than ever before, which is why software development and support have become some of the most sought-after skills in the modern world. Whether it’s something as simple as a mobile app or a website or a much larger project, such as a fully cloud-enabled ERP infrastructure, software and its increasing role in business processes has become far more multifaceted than it once was.
There’s a constant need for ongoing support, regular updates and continuous improvement, and that means strong collaboration is now a priority.
As newer and better technological tools are created to widen the scope of your community capabilities, new community management strategies continue to evolve. It's important for you to keep your community up to date with the latest trends so that you are able to continue to get the best possible value from your community.