Customer Support Community Strategy - CMX Summit West 2016
Transcript of Customer Support Community Strategy - CMX Summit West 2016
@brianoblinger
SupportCommunitiesaren'tsexy,they'rejustthemostcommonandeffectivetypeof
communityonthewebtoday
#HatersGonnaHate😎
@brianoblinger
olddeflectionmethodology=throwupa“community”,commitveryfewresources,andhopethatitsiphonsoffX%ofcasesperyear
@brianoblinger
connection=buildavibrantsupportcommunityandinvestsignificantlytofacilitateknowledgesharing,
acceleratedlearning,andpersonalgrowth
@brianoblinger
Takeaways
1. SupportCommunities,whileoftenforgotten,arerelevantandimportant
2. Focusonconnectingpeopletotherightanswer,notdeflection
3. Instillamindsetthatcommunity,content,andsupportareoneecosystem
4. Builddepartmentalstructureandresourcestodriveefficiencyandsatisfaction
5. Don’twaitforcustomerstocometocommunity,bringcommunitytothem