So, you’ve implemented this great community. You know it’s a fantastic idea. You’ve done the research and have seen how launching a community can successfully decrease calls into your company’s call center by a sizable percentage. You know that some subset of your customer base would prefer to talk to each other over talking to some company “employee.” They want fellow customers to help them answer their questions. Why? Well, could be for many reasons. Some customers are really proud of how much they know about your product/service, and love to share that knowledge with other people. Some customers want to ask opinions about alternative ways to use your product or service, or, if you offer technology, sometimes customers want to talk to other customers about how to integrate your technology with other technology. When I ran the community at a large top cable television provider in the United States, our community members would discuss how to integrate their Roku boxes with their cable boxes. This wasn’t something the cable company directly supported, and community members had great insight to share with customers. It was a win-win. Customers want to help each other and you want them to help each other because it saves your company time and money; and you’ve provided this great space for them to do that. Now… how do you take your community from the empty land of tumbleweeds, straight from the box, and turn it into a thriving metropolis of activity and inspiration? Here are a few ideas for you:
3 Ways to Fast Track Community Growth
So, those are three ways you can infuse life into your brand-new support forums.
For individual help getting your community on the fast track to ROI, or integrating community into your overall digital support program, contact me or visit www.SociallySupportive.com
Great stuff Frankie, thank you!
Some great points here frankiesaucier.
You've covered one of the most important things about a new community; the seeding! Too often people think launching a community is enough without seeding and it is those communities that suffer.
I'd also add that it's quite important not to get carried away with features, functionality and groups at launch. A community needs to be easy and simple to use when you launch. You can use the feedback and suggestions, which you suggested in your post, to add features and functionality that your customers want rather than what you think they want. Remember that the community is for your customers and what better way to build an affection between your customers and your community than by having your customers have a say in how the community grows.