Most of our communities launch with the mission to reduce support costs. So, the very first thing you want to establish is your Community becoming the best destination for everything service-related – because you quickly need to provide value for both your customers and your bosses.
At the same time you might be competing against other touchpoints your company already has: Like a live chat, a chat bot and other real-time channels.
So how can you stand out from the very beginning?
Be the destination –
not just another road sign on the journey
You want to prove that your community is an easy and fast-paced destination for help and solutions. Because you are competing with real-time touchpoints.
From the start, you want to become THE destination for fast and valuable support.
If your customers fail at other touchpoints, your community needs to step in and help. If your team doesn’t have a solution to a question, they never send users away. Instead, your team gets the information and provides the solution in the community. If several users have the same question over time, you turn your solution into an FAQ or a Tutorial.
Your users should see that your community provides quick solutions, is easy to use, and provides added value for everything service-related.
Next Step: When you have established a basic support routine for your community platform, you are ready to scale. Now it’s time to actually start doing the community thing.