Online forums or communities provide a self-service alternative to traditional customer service options.
In 2018, nearly half of the customers believe that solving product or service issues themselves is important. The Moz Q&A Forum is a great example of a self-service community platform.online communitiesSelf-service options have also been known to increase revenue, reduce the total amount of frustrated customers, and boost overall satisfaction rates.
All of those factors translate into customer retention. But if you want to truly win at self-service, you need to make helpful community posts easy for users to find. That’s where a “search” button can come in handy.