Discussion forums, public knowledge bases and other self-service customer community channels have proven effective means for helping customers help themselves. But getting people to engage on these platforms requires more than just making them available.
For this week’s Software Advice whiteboard session, JD Peterson, Vice President of Product Marketing for Zendesk, shares his expert tips for creating a thriving self-service customer care community. Given the proper attention, Peterson says these self-service options can reduce manpower costs and increase satisfaction.
In the video below, he recommends focusing on five concepts when creating a customer care community: usability, gamification, employee engagement, measurement and smooth integration with other customer service channels. Each element is essential to ensure your community both solves the customer’s problem and inspires them to come back.
More than 15,000 companies use Zendesk’s customer support software, which includes myriad self-service modules.