{"id":855,"date":"2024-07-17T15:01:18","date_gmt":"2024-07-17T15:01:18","guid":{"rendered":"https:\/\/okonet.kinsta.cloud\/?p=855"},"modified":"2024-07-17T15:01:18","modified_gmt":"2024-07-17T15:01:18","slug":"leveraging-online-communities-for-customer-support","status":"publish","type":"post","link":"https:\/\/cool.co\/publisher-experiences-home\/2024\/07\/17\/leveraging-online-communities-for-customer-support\/","title":{"rendered":"Leveraging Online Communities For Customer Support"},"content":{"rendered":"
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An outside-the box use for online forums is to allow your customers to help each other out.\u00a0 In this blog post, we explain how this can improve your customer service, save money, and more.<\/p>\n

There are a lot of obvious benefits to including space for user comments on your site: increased engagement, longer\u00a0time-on-site<\/a>, more return visits, and more. However, there are alternative uses for online commenting that some people haven\u2019t considered. One of the most often-overlooked uses for online comments is as a customer-support platform.<\/p>\n

Online communities offer several distinct advantages over more-traditional customer support channels, like 800 numbers or a dedicated email channel. Online communities provide 24\/7 support availability \u2014 which allows customers to ask questions and seek help at any time, and get responses from fellow customers who may have faced similar issues.<\/p>\n

In this blog post, we talk about the benefits this approach to customer support can yield for you and your brand, how to set it up in your own communities, and more. Read on:<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n

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Table of Contents<\/h4>\n
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  1. \n
    Benefits of Comments-Based Support<\/a><\/div>\n<\/li>\n
  2. \n
    Challenges With Comment-Based Support<\/a><\/div>\n<\/li>\n
  3. \n
    Building Your Community<\/a><\/div>\n<\/li>\n
  4. \n
    Final Thoughts<\/a><\/div>\n<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n
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    Case Study:<\/i><\/b>\u00a0A Guided Tour of Cool Comments:\u00a0<\/i>read more<\/a><\/b>.<\/i><\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/section>\n

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    <\/span><\/p>\n

    Benefits of Comments-Based Support<\/h2>\n

    Reddit, the so-called \u201cFront Page of the Internet,\u201d is basically a peer-to-peer advice and support forum on any topic imaginable. With sub-forums called things like \u201cAmIOverreacting,\u201d \u201cRelationships,\u201d \u201cAskLawyers\u201d and more, people are reaching out to the internet as a whole for answers to their questions, and getting answers from real people.<\/p>\n

    This community of communities was valued at $6.4 Billion in a 2024 IPO, so clearly people place a lot of value on getting advice and feedback from another human being. Adding comment-based support isn\u2019t going to suddenly transform your support page into a multi-billion dollar company, but there are a lot of benefits you can gain from this approach.<\/p>\n

    Such as:<\/p>\n