Hoping to open a conversation with this one!
Our customers love getting answers in our Community; those who post and get a response often report it’s faster than Support. Outside of that, we have a few challenges we’re trying to address:
- We have a lot of ways for customers to reach us: Community, multiple Support channels, emails to CSMs or Sales team, etc.
- For that reason, employees may answer the same question multiple times.
- Questions answered in other areas don’t benefit future customers (or employees).
- Because of these many channels, employees often disregard the Community. Not only do they see it as a customer-to-customer space, but also as another channel to think about, so they see it as extra work rather than a vehicle for scale that would reduce work over time.
We’re looking this year at ensuring that, regardless of where a question is asked, if it could be applicable to others, the answer ends up in the Community. We’re not sure how to do this, as it represents both a technical challenge (meeting employees in their existing flow of work and finding a way to route existing responses from Support tickets or emails into the Community) and a behavioral challenge (needing to change perceptions of effort and value by employees).
Hopefully that’s enough context...but I’d love to hear what thoughts others have about this. Have you solved (or at least partially solved) challenges like this? What systems or incentives have you used? How have you kept it simple?
Thanks in advance!
