Save money through case deflection

Customers have questions. Making sure the answer to those questions is available and found before a customer logs a case with you will solve a number of challenges in one go:

• Customers do not like logging cases. Preventing them is good for customer satisfaction.
• Case handling is expensive and can spiral easily. Preventing cases from being logged reduces the cost of support significantly.
• Customer support cases do not scale. They need to be answered every time. A community post is created once and can be infinitely consumed with no additional effort.
• The time saved on customer support can be spent on high value customer success conversations with your customer with potential better renewal and upsell.

Engage your customers and prevent churn

Let's be honest: the last thing you want is for your customers to leave you.
So what do you do? You start listening to and engaging with your community.

Engaged customers that participated on the community have proven to have much higher retention rates over several years. It is not surprising that businesses with the most engaged customers are able to retain those customers longer and at higher rates of renewal.

Give your customers more value with better product adoption

Customer who understand better how your product can be used, will also experience more value out of the product and will most likely be internal advocates of your product. An online community will enhance the advocacy of your product and your company.

Innovate faster than your competition

An online community will allow you to innovate faster than your competition. This approach solves a number of challenges in one go.

• Customer have wishes for your product. You can crowdsource ideas from your customers and be assured that the development effort gone into the product will be appreciated.
• You will have a faster time to value as you will have avoided building elements that did not work in the market.
• Customers will always want more than you can deliver. An online community allows you to properly manage the expectations about what you will and will not do. Customers really appreciate clarity on that topic.

Find qualified leads early

Prospects do 80% of their homework online and often anonymously. Registrations with a community are usually done earlier than registrations on a website which triggers a formal engagement. A community is a great instrument to surface qualified leads early.

Enrich your brand and identify your advocates

Customers and prospects are not interested anymore about what you claim about your brand. They want to know what you say is real by finding out what others have to say about you. Show them how you interact with your audience and identify your advocates.

Scale your customer success efforts

Enrich and scale your customer success efforts by encouraging peer-to-peer discussions and learning. Know where the pains and gains are and tackle them early.