At this point, you’re probably tired of hearing about inbound strategies. However, there’s a reason inbound marketing, sales, and customer communication has changed the way people do business. There’s a reason they’re so popular.
Online Community Blog
The use of online communities for support doesn't correlate to customer engagement being on autopilot.
When you launch an online customer support community, it does not mean that you've created a customer experience where all customer issues are handled by the community.
Once the community reaches critical mass, customers and partners in your online community will do their best to provide answers and insight to your customers. However, that does not by any stretch let your organization off the hook.