Vanilla for Customer Support Communities
Peer-to-peer support communities can deflect tickets from your contact center resulting in significant savings. But an engaged community deliver much more than savings, it can increase loyalty and provide you with deep insights into customer needs and pains.
Embrace a collaborative approach to service.
Community lets you and your customers come together and have meaningful discussions. Studies have shown that a customer community can have a dramatic impact on key customer service metrics:.
Self-service for support inquiries
Increase in customer satisfaction ratings
Reduction in customer support costs
We achieved 50X growth in new active community members in less than one year on Vanilla’s platform.
Social Channel Lead
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This has resulted in massive time savings for me personally as well as the entire organization
Sr Support Engineer
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Deflect Support Tickets
Vanilla’s Q&A functionality lets customers ask and answer questions. Best answers are highlighted and customers who answer questions are rewarded with reputation points and badges.
Your community acts like a dynamic knowledge base that is constantly being updated. Vanilla’s SEO optimization ensures that this user generated content will rank well in search engines.
When customers share best practices, they get more value for their money. When they develop a social connections to other customers, they are giving up more than just your product if they leave.
A customer community provides constant feedback on what makes customers happy and where their biggest pain points lie allowing you to improve product and processes.
How Community Helps #Custserv