Game Changing Customer Support Communities
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Transcript of Game Changing Customer Support Communities
DID You know: some scholars believe cave paintings documented animal migration
patterns and hunting successes
It solved the problem of documenting religion and agriculture but was only used
by a few educated people
WRITTEN CONTENT
ON PARCHMENT
DID you KNOW: Parchment allowed the production of manuscripts which eventually
led to universities
Which solved the problem of distributing documentation and making it possible to educate people on more complex subjects
ON PARCHMENT
GUTENBERG’S
PRESS
Did you know: The Press led to a flood of printed
material in just a few short decades
GUTENBERG’S
PRESS
Which solved the problem of documenting and distributing
scientific discoveries through scholarly journals
THE FIRST COOKBOOK
FRENCH CUISINE
Thus began the first modern day trend to document repeatable
processes for tradesmen
THE FIRST COOKBOOK
FRENCH CUISINE
Which solved the problem of training many people on
how to make things
USER MANUALS BECAME POPULAR
1950’s the documentation of technology products trained
people on how to use them
USER MANUALS BECAME POPULAR
1950’s Which solved the problem of quickly training people on
how to use complicated tools
MEDIA
Documentation page counts increased and rich media was needed to teach people even more
complicated tools
MEDIA
Which solved the problem of shipping large documents at a low cost and added the ability
to use rich media
Which solved the problem of updating documentation and support materials without the need to reship updated media
RESEARCH STUDY :
TOP CUSTOMER COMPLAINTS ABOUT ONLINE SUPPORT
“I go to Google
instead” “If I find the info it’s
not accurate or is out
of date”
“There’s not enough
content here to help
me”
SO THERE’S
So people leave your
site in search of the
answer elsewhere
Content is not rated
and there is no
feedback mechanism to
alert you to incomplete
or bad content
Which leads to a
scarcity of content or
irrelevant content
Customers call support
agents instead of
solving the problem on
your support site
Customers get upset
and leave your site and
potentially arrive on
your competitor’s site
Less relevant content
means lost revenue
opportunities
WHICH MEANS