Self-service is a popular and preferred mode of customer support adopted by many businesses. A support community can be effective in this space since it can help with the following:

  • Peer-to-peer customer support
  • Up-to-date knowledge base building
  • Seamless escalation to helpdesk

The brand communities for supporting customers could broadly have the following structure:

1. Dedicated support group inside a customer community
2. An online community fully dedicated to customer support

In the first case, you can consider the following options:

1. Create a group in your community and add topics inside the group to categorize the discussions. And finally, the members would be able to ask questions inside the group by attaching a topic.

Here is the structure - Support Group > Different topics > Questions.

2. Create a topic dedicated to customer support and ask the members to post the support queries inside the topic.

When building a community that is completely dedicated to customer support, you need to create different topics to categorize the support questions.

Here is the structure -  Different topics > Questions.

Apart from the above-mentioned structure here are some useful tips for your support community:

  1. Create a dedicated section inside the community to share useful documents and resources.
  2. Answer all the questions by at least acknowledging within 24 hours.
  3. Reward and encourage people to answer via gamification and virtual currencies.
  4. Let the asker decide if the solution works.
  5. If your internal team is answering ensure that it is clearly marked that an employee has answered.
  6. Empower your customers to take the initiatives.
  7. Showcase that question is resolved by adding a special flair (or emoji/text label).
  8. Check the searches queries made in the community and create content on highly searched terms.


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