Smarter Support Communities

Thinking about implementing a support community? Have a support community that’s not as popular as you would like? Want to link communities and knowledge management?

Support communities are hot! Well-implemented, they bring about satisfied customers, lower-cost peer support, and a treasure trove of useful knowledge documents ready to be shared. But like many other aspects of support, a poor implementation can create more problems than it solves.

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  • Assess the current state of the community, if it already exists.
  • Identify customer and internal requirements.
  • Define strategic goals for the community and whether to integrate ideation, blogging, etc.
  • Integrate the community into the larger online support context
  • Define community processes to moderate the community, create and manage content, and manage the MVP program.
  • Define a staffing model for the community.
  • Launch a new community for maximum adoption.
  • Select community tools.
  • Define community metrics (it’s not about views!)
  • Create or validate ROI analyses for the community and create justification for community funding.
  • We can help you revive an existing, struggling community or create a new one.
  • We can guide you through the entire implementation process or just the steps you need help with, a la carte.

Ready to get started?

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