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Having a customer support agent available in the forum will make sure that no question goes without an answer for too long. Convert Critical Discussions to TicketsĮven though customer support forums can reduce the volume in your inbox, it doesn’t mean that the forums can be completely left to their own devices. In order to get all of the aforementioned benefits out of your customer communities, consider using the following features to manage discussions. A forum is a great place to have these conversations without taking up the valuable time of your customer support agents. For example, some new users might need general industry advice or want more information on best practices. Self-service forums can also go above and beyond the scope of traditional customer support. Power users love being able to share their knowledge too - perhaps in exchange for discounts, swag or early access to new features. If you have a large, active customer base, offering many-to-many support on a community forum is a great way to reduce the volume of incoming tickets. For every question or feature request that is answered on a forum, there are fewer tickets making their way into your customer support inbox. A self-help portal is a great place to offer community support where users can support each other or a feedback forum where customers can comment on or upvote new feature suggestions.įorums are an effective way of scaling support because they are “many-to-many” - meaning that many people can provide answers and many people will benefit from reading those answers.