Marketing

3 Ways Vendor community forums can Improve Customer Support Experience

Post by
Suraj Venkat
3 Ways Vendor community forums can Improve Customer Support Experience

Customer support experience plays a pivotal role in strengthening the network and promoting sustainable growth for the business. As stated by salesforce research, customer expectations have increased over the past few years. According to the study, about 70 per cent of customers suggest that contextualized engagement established upon the foundation of earlier interactions makes way for businesses' success. Personalization has become the essence of customer satisfaction when it comes to customer support experience.

This demand for a more customized and personalized experience has promoted and nourished customer support forums' growth. The mushrooming of customer support forums, at the same time, are facing the challenge of keeping up with the ever-evolving technological advancements. As a result, excess features, baited rebates, and inadequacy of a personal touch have caught up with the customer support experience, making the customers sceptical of turning to these services in case of any queries. To address these difficulties,  potentialities of vendor community forums can be harnessed and Artificial Intelligence that helps analyze and understand customer requirements can be integrated. While the vendor community forums have the latent qualities of improving customer support experience, the delay in providing solutions and more extended periods of inactivity leads to a drop in customer satisfaction and experience.


What are the three ways in which vendor community forums can potentially improve the customer support experience?

  • A strong network of experts-: A vendor platform with a dynamic network of global technical experts who can assist the customers by delivering and addressing their queries that the ecosystem of interaction remains healthy and beneficial for both the company and the customer.    


  • AI integrated collaborative platform-: When a vendor community forum combines the technology of artificial intelligence that can read, analyze and suggest the solutions to the users and the customers according to their logged input data, the downtime required reduces and the answer is dispensed fast.

The less the downtime, the faster the response rate and the quicker the queries will be addressed.


  • Individualized responses-: Customer support experience is all about answering the individual queries of the customers. The higher the personalization, the better the customer satisfaction and engagement. According to an article by Harvard Business Review, the customer experience is the internal and subjective response customers have to any direct or indirect contact with a company. While the direct connection is established during the purchase process, indirect communication is facilitated with customer support experiences. Research conducted by Salesforce has confirmed that 59 per cent of customers suggest that tailored engagement based on past interactions have proved to be more effective for both the customer and the business.


Vendor community forums enhanced with AI technology have been winning the market due to their individualized and more personalized responses. According to a benchmark study conducted by Peritus.ai that analyzed the technical forums, 20 percent of the experts in the company's community forum generate over 80 percent of the accepted solutions.  

While the customer support experience gets the top priority, steering the expert knowledge generated through vendor community forums' collaborative platforms towards an ever-evolving and developing space is essential.

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