If you want to get started with such a service forum yourself, I have three recommendations based on our experiences:
1. Promote the benefits internally and externally
Give the forum enough time and attention. The forum should offer something extra for customers. For example, make melanie mitzel director of sales operations sure they get an answer faster than when they send a question by e-mail, which you also communicate via your service page. Refer to the forum as much as possible from your sent e-mails and other means. The forum is a one-stop shop . This means that we never refer customers to another customer contact channel.
Share the forum’s successes internally with your colleagues and let them know what the forum can mean for them. Your own projects can benefit from the suggestions and feedback of customers. This can be done, for example, with co-creation on the forum.
2. Set clear goals and keep working towards them
Formulate concrete objectives and send them out monthly. Also make sure that your moderators understand how they can influence the objectives. Each objective must be achievable based on action points. Everyone who is actively involved in the forum is working on one or more action points.
First, make sure you post quick and good responses: unanswered topics are not allowed. marketing list Customers only use the forum if they see that moderators always respond. In addition, the forum is not only a place where customers can ask questions, but also where they can share their opinions and research shows that more and more suggestions. Explain why something is not possible. If something is possible, but not immediately feasible, come back to it.