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Right now, our branded community is focused on increasing engagement with our customers and members. However, we are looking into having our Customer Support team merge into the platform to create a unified experience for our customers and simplify the process for our Support team. 

One thing I am noticing, though, is that most communities that use inSided use it for one OR the other, not for both reasons. Does anyone know of any communities that operate it for both and how they can function on the back-end (specifically, assigning tickets, not seeping into the engagement conversations, etc.)? 

Hi @krystalwu 

inSided is positioned as a Central Hub for all your interactions with a customer. Be that support, networking, advocacy or events.

While it does not excel at all aspects, it does offer a foundation to build a unified engagement experience, including support. It is all about how you position it during onboarding and setting of expectations.

Most customer do have one or the other as the starting use case, and then expand much like you are anticipating to do.

If you would like to discuss more 121, please do not hesitate to reach out.

Alistair

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