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[Support] What's the Difference Between Customer Support and Community Management?

Posted by Bradley Chalupski on Jun 20, 2018 10:21:23 AM

3 minute read

It's very easy to fall into the trap of believing that customer support and community management are the same thing. At first glance, they’re both customer facing positions that require you to interact with those who are interested in your brand. That's not untrue, but that's where the similarities end. Each of these requires specialized skill sets and approaches to be done effectively.

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Topics: Support, Community

[Support] How to Revamp Your Support Community in 5 Stages

Posted by Bradley Chalupski on Jun 11, 2018 9:30:16 AM

4 minute read

It’s been said that the best laid plans of mice and men often go awry. This is definitely a sentiment community managers know all too well.

Although it gets less attention than its sexier cousins in the Marketing or Sales department, community management strategies are evolving; expectations are always changing; new technological tools are constantly being created.

Unfortunately, it’s not always thought of that way.

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Topics: Support

[Support] How to Transition Customers to Self-Serve Customer Support Options

Posted by Bradley Chalupski on Jun 6, 2018 10:21:51 AM

3 minute read

Self-service customer support options are one of the best ways for businesses to simultaneously lower their costs and increase customer satisfaction. And while a large percentage of customers already prefer self service options over more traditional methods that require a representative, there’s still a sizeable selection of customers who avoid them whenever possible.

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Topics: Support

[Support] Choosing the Right B2B Support Community Model

Posted by Charles Owen-Jackson on Jun 4, 2018 9:08:15 AM

2 minute read

Many B2B companies think online communities serve a single purpose: a place for like-minded consumers to share their passions. But this impression falls short; communities also offer a highly rewarding B2B experience, so much so that they now have a significant influence on competitive advantage.

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Topics: Support

[Support] 5 Features Every B2B Support Community Must Have

Posted by Charles Owen-Jackson on May 30, 2018 10:25:36 AM

3 minute read

Word of mouth and user feedback have an enormous impact on any business. This is doubly true in the B2B sector, which is built on trust and high performance in customer support. That’s why it’s so important to build your B2B support community from the ground up: to encourage constructive discussion and inspire brand advocacy.

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Topics: Support

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