Online businesses rely on an engaged community to visit and interact with their product on a regular basis. We have nearly a decade of experience building, managing and supporting these web communities for everyone from start-ups to non-profits. Our activities will raise the value of your web community.
The first step for any new, community-based business is to get visitors. But it isn’t as simple as traffic: You have to know who they are, why they’re visiting and make them want to come back.
We build communities through a variety of methods, including community participation, moderation, engagement marketing and UX/UI design.
“If you build it, they will come.” But what’s keeping your new community members on your site and engaging with your amazing product? That’s where a community manager comes in.
Community management is the nuanced art of engaging community members and encouraging participation in the community. A valuable community is one that shares, and then comes back to share some more.
Call centres are old school: Online support is cheaper, faster and is increasingly what customers expect from the businesses they love. Take a look at the costs involved in running customer support centre, according to Forrester:
|Support Channel||Avg. Cost per Contact|
|Call centre – tech support||$12|
|Call centre – Tier 1 CSR||$6|
We have experience building multi-channel support from the bottom up by creating exhaustive knowledgebases, email templates and smart teams to utilize them, and all-hours chat support, complete with guides for you to hire, train and scale these solutions for your business.
We’ll also build and train for social media customer service, which is the fastest growing support channel: According to Nielsen, 1 in 3 customers want to speak to a company over social media instead of phoning them.
Moderation is also part of community management — the idea is to keep your community free of spammers, scammers and people who hurt the atmosphere in your community. We’ll set you up with the technical tools and human-power you need to keep your community safe and inviting.