Customer engagement: a SaaS business superpower!
Engaged customers are loyal customers, and loyal customers are good for your bottom line. Beat their expectations and create champions for your business.
Boost engagement & customer success
- Easily connect users with their peers and your organization, for fast answers and inspiration
- Let users share best practices in an open, secure forum, where they talk openly with trusted peers
- Enable users to help each other—on a one-to-many basis—reducing support tickets by up to 50%
- Provide product news and feature updates and engage in helpful dialogues with your customers.
- Use your online community to publish and promote an event to your user base, while keeping the conversation going long after the event is over.
Build customer loyalty & advocacy
- Show your customers you care. Capture their concerns and actively help them
- Prove that you value your users’ time. Let them quickly find answers themselves (and deliver answers before questions are asked)
- Use gamification to capture inspiration and shine a spotlight on your expert users
- Let your customers contribute to—and vote on—your product vision, and build the product they need
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Fully integrated
- Integrate with Customer Success solutions like Gainsight to create a 360-degree view of the customer, including support and community behavior
- Integrate with tools like Salesforce, Mixpanel & Zapier to provide insight into engagement, behavior and sentiment at account and contact level
eBook: How to Keep and Grow Your Customers
Get the eBook and find out:
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How to boost customer engagement and drive retention
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Three simple ways to facilitate customer self-service
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What tools you need to have in your Customer Success tech stack
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How integrations take your Customer Success to the next level
Unlock customer engagement data
- Salesforce integration allows you to associate the individual community member with the Contact Account, so you can aggregate engagement data about the company as well as the user.
- Understand which customers are interacting with community content, what they are finding useful (or not) and how recently they have been active in your community.
- Identify gaps in your success content while easily tracking which customers might need extra guidance or support.
We use community as a tool for gathering customer input on the product, as well as helping our Support and CSM teams to scale, by increasing our customer’s ability to self-serve.
Lila Meyer
Director Product Education and Community
