In addition to the traditional channels of phone, e-mail, and chat, many companies are offering their customers an opportunity to obtain service and support through self-service communities. The main advantage, of course, is reducing the cost of serving a customer, but a self-serve community will also appeal to a certain segment of your customer base, thereby increasing their satisfaction.
Whether you’re just getting started with your online community or whether you’re trying to increase engagement, there are certain core principles that will ensure your success.
- Create an easy to navigate, fun and exciting interface to encourage interaction.
- Integrate self-service with other channels to provide an escape-hatch for the customer who finds they need a higher level of service.
- Create active participation by having employees interacting with users in a timely manner.
- Set up the appropriate measurements for continuous improvement.