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Communities have proven to be the backbone of many companies in many different industries. As a result, we no longer treat them as a fad or as a “nice to have” but as a non-negotiable part of the company's success and their customer support experience.
One particular kind of community is the “support community,” focused on providing customers, users, and prospects help, information, and answers to their questions.
Communities offer an alternative to traditional phone and email support for customers who prefer a self-service or collaborative peer approach, are not eligible to receive phone or email support, such as “free-to-fee” trial users, and/or who choose not to contact support if they can avoid it.
Support communities are more than a forum. They need to create a consistent and competitive value for the support organization and every visitor utilizing its resources, regardless of where they are in the customer journey.
The three-pillar approach TeamViewer is using for their community has proven to attract new users and retain existing users over the course of half a decade. Their community has become the go-to place for all things TeamViewer and offers more than just forum support.
Distinguished Researcher, VP Technology Ecosystems, TSIA
Head of Community, Vanilla by Higher Logic
Program Manager, Community and Social Media Support, TeamViewer
Publish Date: September 9, 2021
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.