I am often surprised at the size and success of companies that really miss the mark when it comes to effectively using their own customer support communities.
In my time working in, or visiting, customer support communities over the years I have learned a few things. Some of those things are pretty simple in my mind, but I surprised how many dont see it.
First, and the most obvious thing in hind site, but was a hard pill to swallow, be respectful. I know today’s social media doesn’t follow this, but these communities should. Social media is a different beast. Maybe I’ll touch on that in a future blog. But, for right now, let’s discuss custom support communities, which actually have a goal. To help the custom with problems.
Customer support is tough. Depending on the product, the users might be more or be less, proficient in the needs to use it. Technical products sometimes require technical thinking, and some folks aren’t technical.
Be Nice
Back in the day I had an open source CMS that I supported via a forum I had. I still have my Formmailer Form Processor (and hopefully my v5 soon)that I offer but no longer support in that manner. As a whole it was a great experience. But, like anything, there were moments that were less than fun. So many people loved the product, I had some great users. Then some use it, but get critical. I had so much praise from people, submissions from others, and I was young, so ya get a little cocky. Then a critical person comes in and it gets taken personally and may lash out.
And often, if a few criticisms come in, they are often from the same person. That means a dislike starts for that person, not what they are saying, but that person. After a while you hope they just stop using the product and go away. In hindsite you might realize, they were valid opinions or criticisms, and you can take them or leave them. You don’t have to accept every criticism and execute their will. It’s your product.
So, I have learned to thank people for the idea, and thank them again if I use it. Just leave it at the first thanks if I don’t. Things went better. It also helps to get a little older and calmer. 🙂
Pat Attention to the Question Frequency
This one I learned in the Google communities when I was working them for Google. I still pop in there now and then, but no longer in an official capacity.
Some of the products really don’t seem to pay attention to what is being asked. There is one product that I frequent because I am a user and find it interesting. They get the exact same question for a good 80% of the posts. Adress that question somehow. A post covering it pinned to the top, a list at the top of the forum to documentation of frequently asked questions or something.
Google is a great example of having great documentation for their products. The problem is that many people won’t search for answers, they want them spoon fed to them. so you have to place the answer right in front of them. With a simple link at the top of the forum, or the top of the “add a post” form that says “want to do [this] click [here]”, you may solve a lot of those repetitive posts.
Wouldn’t that be nice? As one of those worker bees, wouldn’t it be nice to not answer the exact same question over and over again?
Add to that, those rare users that actually search before they post, won’t get a million results when searching for that common topic.