Crowdsource Customer Support
Embrace a collaborative approach to support.
Peer-to-peer support communities can deflect tickets from your contact center resulting in significant savings. But an engaged community delivers much more, it can increase loyalty and provide you with deep insights into customer needs and pains. Studies have shown that a customer community can have a dramatic impact on key customer service metrics:
95%
Self-service for support inquiries
300%
Increase in customer satisfaction ratings
10X
Reduction in customer support costs
65% of Questions Marked as Resolved by Community Members
“I know it sounds simple, but just pinning up the question ‘Have a question? Ask the community.’ upfront brought us surprising results. The community has taken to really helping one another and it’s positively impacted the workload for the support team. We couldn’t be happier.”
Quicken Increased their NPS Score by Over 10%
“With Vanilla, we saw results immediately. Since we’ve made the switch, our NPS has increased by over 10%!”
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.
Encourage Self-service
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.
Reduce Churn
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.
Get Feedback
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.