A forum for 24/7 engagement
Forums make customer service more accessible and engaging by providing quick access to past questions and answers, building trust and offering insights that enhance the customer experience.
Dynamic customer service
A forum keeps your customer service lively and up-to-date. Customers quickly gain access to past questions and answers with a simple search function, and if they don't find the answer, they can easily ask your customer service team directly. By openly publishing responses to customer questions, you help not just one customer at a time but all future customers with the same question.
A forum boosts trust, engages your customers, and provides valuable insights to develop your customer service further. With the customer in the driver's seat, you gain user-generated content and ensure that you always have relevant information available. This enables you to interact with your customers and be seen as personal and close advisors.
User-generated content
When new customer-generated questions come in, you can easily update the forum with the customer's question and your answer. User-generated content results in customer service that enhances trust and improves customer engagement with your brand. You get content that is current, dynamic, and meets customer needs swiftly.
Reduces recurring questions
By publishing customer questions and answers in a forum, you don't just help one customer with their issue but all subsequent customers with the same question. Customers find the answers themselves, reducing the number of incoming inquiries. You and your team can also post your own questions and answers to create even richer content that helps customers help themselves.
Customers help each other
As customers can directly search for and see previous questions and answers, they help each other. If the problem is entirely new, they can easily contact your customer service directly in the forum, thereby helping other customers get answers to the same question. Both questions and answers can be edited to tailor and enrich the content, enhancing its relevance.
"Our goal was to reduce the number of cases by 25%. Reducing it by 65% almost immediately is fantastic!"
Christina Bröthlin, Arla Foods
Christina Bröthlin, Arla Foods