In the course of doing business, there are many aspects that a company needs to manage, such as Human Resources, Accounting, Sales and Office management just to name a few. Most would agree that these operations are vital to the success of any company. However, in today’s world where social media has emerged as a major piece of the marketing mix, it has become equally important to have an online presence that is active and engaged with customers. Let’s face it, customers are the driving force for any business so the more a company can engage with their customers, the better. An online platform, such as Facebook, or an internal “bulletin board”, provide a great forum in which to do this. Let’s take a look at four reasons for developing an online community that will engage customers.
REASONS FOR BUILDING AN ONLINE COMMUNITY
- Provides a forum for customer service and support- An online platform such as Facebook provides an excellent means for providing customer support. Customers can ask questions, voice concerns and basically engage with an organization one on one via the online community. The online forum basically becomes an extension of the call center and can provide a very efficient and effective method for resolving customer issues.
- Provides a forum to build community-Everyone needs community. When a company provides an online forum for customers to connect, a community begins to build. Building community around a brand also builds loyalty to that brand.
- Offers a built-in forum for gaining customer feedback- Developing an online community is a great way to gain customer feedback. Companies can learn, first-hand, what customers like, what they dislike and what aspects of their product could be improved upon. Consider how much easier it is to get feedback on a forum in which your customers are already engaged rather than trying to conduct surveys separately. Use the efficiency of your online platforms to survey your market and make needed changes or adjustments.
- Brand awareness and testing- Another advantage for developing an online community is the opportunity to test new products and build brand awareness. Remember, an online community is a great way to build brand loyalty, and loyal customers will be very eager to try new products coming from an already favored brand.
When it comes to managing an online community, the best resource your organization has for doing this is your contact center. Whether you have an in-house contact center or you outsource, your contact center is your “built-in” manager of the online community because they are already engaged with your customers.
If you are looking for ways to further engage your customers but are unsure as to how, contact us. We can customize a plan for your business that will not only serve your operational needs but will serve your customers as well.
