Support

Some of the earliest communities built by businesses were primarily focused on support, and continue to play a key role alongside support teams today. You can rely on your community members to help educate customers, be leading examples for best practices, and reduce the volume of low-level support requests your team handles.

METRICS

# of support cases deflected (or % of support issues handled by community vs. team), average time to resolve issues, solution rate

COMMUNITY & SUPPORT CAN WORK TOGETHER TO

create standard information or messaging that can be distributed in your community to reduce low-level support requests

escalate issues early