Martine van Deursen
5 community strategies that boost Customer Success
A couple of weeks ago we posted a blog on 3 reasons why online communities are vital for effective Customer Success. Well, if that was the why, this the how. You want your users to get the most out of your product while being happy customers and true advocates, right? Our aim is to show you exactly how an online community can be used to scale your Customer Success efforts effectively while making sure you are maximizing your community’s potential. Here are 5 ways to do just that: 1. Ensure your customer success content is readily available It may sound simple, but make sure you provide all the information your users need to achieve their goals. Your customers bought and started to use your product because they had a need. By providing all possible information that helps them get the most from your product within your community, you will create trust and loyalty, while greatly improving the customer experience. 2. So, you’ve got all the relevant information available, but how do you present it in your customer community?It’s all well and good making all of your customer success content available, but if customers can’t easily find it, it may as well not be there at all. Think about what your users require in the various stages of their customer journey, which products you offer, and which steps they need to take to get maximum value from your product. Of course, if customers really can't find the content they are looking for they can always easily post a question to be answered by your community manager, your customer service/success team, or by another member of the community. This, in turn, means your knowledge base is constantly updating with both your company content and user generated content—increasing the likelihood of your customers being able to self-serve.Here are a few essential steps to follow to make sure your customers can find the information that is relevant to them:
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