[IPS News] Beyond the support desk

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If your brand sells a product or service, the first thing that comes to mind as a benefit to building your community is support deflection.

And it's easy to see why. It's something you can quickly calculate an ROI for. Let's say every 20 hits to a public question with a solved answer from a client or team member equates to one less ticket. If a ticket costs $10 to solve on average, it's straightforward to see the value by calculating deflected tickets. Let's say your busy public support community had 20,000 hits a month; you've just saved $200,000 a month in support costs.

Great! But before you finish there, I want you to consider the rewards a brand community can offer.

A public support desk isn't a community. It's likely most of your customers join because of an issue with your product. They tap in some keywords on Google and come across your site. They see a bunch of solved questions like theirs, and they either get the fix and bounce out, or post and wait for a reply. With nothing to get them to come back, once they have the answer they'll likely bounce out then and only come back when they hit a new problem.

That's not a community. A community is a place where people return multiple times to collaborate, learn and grow together.

"[A brand community is] a group of people who share an identity and a mutual concern for one another's welfare - who participate in shared experiences that are shaped by a brand." - Carrie Melissa Jones

For that, you need to look beyond the support desk and expand into more use cases, and there are compelling reasons to do this.

Shared experiences

Allowing your customers to share their experiences with your products can lead to unique brand stories that reinforce bonds between members and creates social solidarity in the community.

A few years ago, I remember reading a post on a travel community. A family were flying with Delta and their son who has autism was becoming more and more distressed with the change in routine for that day. A Delta employee saw this and came and spoke with the family, helped settle the boy and ensured they boarded early to avoid the crush of passengers.

It's a small moment of kindness that wouldn't make headlines, but it was very memorable for this family; enough so that they posted about it. This post had numerous replies in praise for the airline and no doubt made many of them think of Delta when booking their next flight.

"[Social solidarity is] not just passive tolerance but felt concern for what is individual and particular about the other person." - Alex Honneth "The Struggle for Recognition"

All those stories, connections and moments build social capital and loyalty for your brand.

Feedback

Your customers are already talking about your product. Some of it will be good, and some of it won't be good. They are already talking about it on social media, and in numerous communities, they belong to.

If you do not have space within your community for your customers to leave feedback, then you're missing out on a massive benefit. You get a chance to address negative feedback before it spills out further into the public domain. Likewise, positive feedback makes for compelling customer success stories.

Feedback is a great way to crowdsource innovation and to guide sales and marketing on how your customers are using your products and where the gaps are.

Owning your niche

Allowing space for conversations relating to your product makes good sense. If you sold a fitness tracker, then it makes good sense to have areas for discussions revolving around wellness areas such as sleep, diet and exercise. 

Likewise, a mobile phone network will do well having areas related to the various brands of mobile phones.

"There is status that comes from community. It is the status of respect in return for contribution for caring for seeing and being in sync with others. Especially others with no ability to repay you." - Seth Godin 

Creating these spaces encourages return visits beyond direct support for the product.

Those return visits are what makes your community a community.

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