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It may seem at first glance, as if community managers and technical support teams do not have much to talk about. People in community management keep track of Twitter and Slack channels, while customer service teams stand in the front rows to deal with them. While interacting with social networking sites can tell you something about your customers’ experiences, why do not you need a community to improve your customer service? Brand communities offer unique insights into customers’ needs, expectations and desires, and can greatly help you improve your customer support. Major brands are exploiting their communities more than ever before, improving customer service. Here’s what they know.
Why Customer Service Is More Important Than Anything Else?
We are all here because we believe that customers deserve the best products and excellent service when they need help.
Customers, more than ever, give priority to service at the expense of products.
That’s right – you may offer the product (service) that will change the lives of your customers, but if your customer support is bad, then give a farewell kiss for your future business. According to https://www.parallelprofits.biz/ Get Feedback, 78% of customers had canceled their dealings due to poor customer service, while 59% went to a new company when they received better service. This means that customer service is not only critical to maintaining customers – it is also critical to your business continuity.
Why communities are important to customer service?
Last year, we interviewed Sarah Judd Welch, founder and community director of Loyal, about how community management and customer service can work side by side to provide a support system for brand users. According to Welch, the function of managing a brand society should be “working for customers, increasing their satisfaction, maintaining them, and connecting members of the community to each other.” The responsibility for these results rests with several departments, including technical support teams, sales and social site managers, all working together to improve your customers’ experience with your brand.
Welch’s feedback is supported by the facts about how the community leads the customer service process and their satisfaction as well:
26% of community managers say that technical support or customer success is one of the most important benefits people get out of their community.
67% of companies use communities to gain customer feedback on products and services, increasing their participation and retention.
66% of consumers trust online reviews, which makes it important for your company to absorb and enhance customer feedback and brand marketers.
How to build a community oriented towards customer service?
Understanding how to build a community that achieves these features for customer service and satisfaction is one thing. But how can you build a community that really facilitates these positive results? The following steps will help you get started.
1. Taking into consideration customer needs
Before choosing a platform or assigning the responsibilities of a community manager, you will need to look at how your community supports the needs of your clients. Are your customers searching for certain types of content? Do they want to meet other customers with the same types of business? Are they looking for ways to interact with your company and provide feedback? Without doing this research and understanding its relationship with your customer segment, it will be difficult for you to build a valuable society. Once you have identified your customers’ needs, it is time to find a community platform that caters to the needs of customers wherever they are. For example, if you have a great app with an amazing user interface, you may have trouble pushing customers to another platform on the web, or if you have tons of social media followers, it might be helpful to use Facebook to keep your current audience . Customizable platforms such as Sprinklr provide great tools to support a business model known as a client and community support. Whatever decision you make, the priority is the needs of your customers and the type of technology they value.
2. About support for conversation
When you have customers who enrich your e-forums or Facebook groups, you should use those discussions and turn them into a nerve for technical support. Ultimately, these discussions can give you a closer look at your business – and for the best customers. Utilizing these customers as brand fanatics can help increase customer referrals and increase user-generated content with more customer confidence.
Remember: solving the client problem is only half the battle. Providing a platform for them to deal with other customers – and providing feedback – will create a lasting relationship that will make a transition to your company.
3. Setting and following standards
Do you remember step 1? Meet each of your customers’ needs with a specific technical support goal.
Give your technical support team concrete ways to gauge how their efforts can serve your customers and meet your team’s needs, from closed conversations to customer interaction metrics.
Parallel Profits Conclusion
One of the challenges facing community managers is tracking customer data, so Parallel Profits’s solution is to create a vibrant community within its website. Broader forums and user-generated content allow them to communicate and help each other, while Parallel Profits can track and meet the needs of community members in terms of technical support and sales. As if Parallel Profits had its own test set – which is constantly being remodeled.