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HigherLogic and Socious

Online Community Blog

Online Customer Forums: Are You Prepared for These 7 Types of Questions?

Posted by Joshua Paul on Thu, Mar 21, 2013 @ 08:40 AM

If you have ever worked in a customer-facing role, you know that if something is possible with your product or service, customers will probably bring it up in your online customer forums at some point.

Each type of post or question in your customer forums represents a different persona that your community management team should prepare for. For instance, a post where a new customer introduces themself to the community comes with an entire set of needs, expectations, and next steps which that individual can take, than a discussion started by a veteran customer advocate.

It will improve your customers’ experience and save your community management team time to train and prepare for a large portion of the questions that you know will be asked in your discussion forums.

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Tags: Customer Communities, Online Community Management, Customer Forums, Online Forums

4 Ways to Keep Discussion Forums Active [Online Community Tips]

Posted by Joshua Paul on Fri, Apr 29, 2011 @ 10:22 AM

As successful community managers know, tools and technology are only half the equation for a successful online community. The other half includes strategy, methodology, and consistently executing on an engagement plan.

Online forums are one of the most powerful tools in your online member or customer community. Though blog content, document libraries, surveys, and online collaboration tools keep member engaged, online discussion boards are usually the center of the helpful discussions and idea sharing in your online community.

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Tags: Association Management, Social Business, Online Community, Online Community Management, Online Forums

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