Let’s say, you have a B2B online community.
When you started your community, you would present rich content to your members, which you thought would boost engagement.
At first, you were able to make some noise with your community, but as it became a successful venture, you drifted from posting content to interacting with your members.
Because of poor customer experience, the engagement dipped, which unfortunately, led to the downfall of your community.
Yes, we know what that feels like! But wait, we’ve got the solution that would save your community and make it a thriving one.
CX+Knowledge: Your Gateway to a Dynamic Online Community. Let’s dig in to decode the ‘how’, shall we?
The Impact of Positive CX on Your Online Community
Investing in CX initiatives has the potential to double your revenue[i].
Put simply, customer experience is your customers’ perception of your brand. And that greatly depends on how you treat your customers. This perception has an impact on their behavior, which drives their loyalty toward your brand.
Your community runs on positive customer experience. You need to know your members to serve them exactly what they’re looking for. As a brand, you must stay in touch with your customers on a regular basis and try to understand their purchase psychology.
Communities are an excellent medium for you to engage with your customers on humane grounds, analyze their needs, and offer them the service/product/ resource that they’re looking for. If they get what they need and that too in an interactive way, you’ve won the community game!
The Role of Knowledge in Online Communities
91% of customers prefer using a knowledge base that is tailored to their requirements[ii].
The biggest mistake that brands make is that they keep their knowledge pages static in their community. Your community is a space where members come to collaborate, share ideas & suggestions, find answers to questions, and interact with peers. If they don’t have permission to do so, they will not stay in the community for long.
Let your members post comments, interact in chat threads, share resources, and more in the community. Organic engagement will lead to the creation of user-generated content in the community, making it dynamic.
The richer your community is with content, the more it will thrive. You can also integrate your community with certain AI-powered search solutions to offer a more personalized experience to the users.
What’s more, the availability of unlimited knowledge resources in your community can enable you to reduce support costs considerably. When users find solutions to their questions/challenges with the knowledge available in the community, they will not feel the need to connect to a support agent. This will lead to an increase in case deflection rates, resulting in lower support costs.
CX + Knowledge-Two Peas in a Pod for a Dynamic User Experience
The mantra that defines the success of your online community is delivering an exceptional experience to your customers. And that is only possible when your community is interactive enough.
A community backed by a rich knowledge base is what you need to ace your customer success game. The more knowledge you embed in your online community, the more frequently your members are going to be coming back. Apart from that, adding gamification elements in alignment with your knowledge resources can also enable you to keep your members hooked.
You can introduce leaderboards, points, coupons, and more in your community to make it more engaging. Whenever a member contributes to the community in any way, you can give them rewards. This way they will stay encouraged to participate, making your community dynamic and thriving.
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