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We regard community as absolutely central to our customer engagement and support strategy... one day soon we are going to have tens of millions of customers. The challenge is to build a support infrastructure that can offer top class customer support to a massive and rapidly growing user base without hiring an army of support staff. The only way to get our support infrastructure to scale is to turn to our community.
--- Monique Viljoen-Platts, YolaLearn how Yola supports 1.5 million customers with 6 people
Watch the entire interview (31 minutes):
A video interview with Monique Viljoen-Platts of Yola
Want to learn how to get measurable value out of your customer community?
Check out "Reduce Support Costs by Turning to the Community", a presentation by Get Satisfaction cofounders Amy and Thor Muller.
Frequently Asked Questions
Can a customer community be your primary channel for customer support?
Absolutely. Many companies – such as PositScience, Dopplr, and Songbird – have teamed with their customers on Get Satisfaction to make community the first stop for support.
When is a customer support community the answer?Whenever your customer base outreaches your resources to provide what your customers want and need:
- Start-ups with committed customers but few employees
- Companies with a popular free product offering
- Enterprises with a long tail strategy
- Companies targeting the SMB market
A customer support community can ensure your customers actually get faster responses and richer discussions without driving up support costs. But, it's not just cost effective. Customer support communities make for happier customers, higher retention rates, and better product feedback.
What do you need to succeed?We've helped thousands of customer support communities start and grow, and we can help you, too. These elements really make a difference when a company starts a Get Satisfaction community:
- Executives are committed to the idea of community
- Employees are involved in the community
- A passionate and dedicated community manager watches over the community
- The company recognizes the "champions" in their community
- Everyone encourages creative and positive ideas
Still have questions? Ask our community and community managers.
How to Get Started: Purchase the Manage plan
- Control and curate with our powerful moderation tools
- Stats to gain insight into your effectiveness
- Pro widgets to collect customer feedback on multiple products
- Reward your best customers for their participation
