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Examining a Community Support Plan of Efficiency and Quality

Apr 17

Written by:
4/17/2012 11:52 AM  RssIcon

Every community manager wants their community to be big and popular. When this happens, the community has to continue live up to the current standards that made them successful. Success often brings more people using your product and services. In turn, you will need to provide more support and customer service. Communities take hard work from the community manager to manage the task of implementing a plan. Most of the users of the community do not realize the effort it takes to manage the thriving community. Community managers, in some cases, have to fight for the community to implement any sort of plan in general.

When a community manager puts together a support plan, they need to think of issues that will arise if things go positive or negative. Every product feature or service for the community should be spelled out in this plan explaining purpose and how it solves the issue. Some of the best plans are sometimes implemented over time from learning experiences.

The two methods of  the community manager to ensure the community is operating at a high level is how they handle the efficiency and quality of the community.

  • The Efficiency in the Community is when you are performing routine tasks and providing the same level of care according to specific standards or guidelines.

  • The Quality is when your giving the issue the highest amount of attention as it needs to get resolved. Everyone receives the highest priority of care. The highest amount of effort is put into the solution to make sure the User is happy with the outcome.

Community managers often have to walk a tight rope when fighting the battle being both efficient and providing the highest quality when operating their communities. It is important for them to set guidelines pertaining to specific and repetitive issues. These guidelines allow for community efficiency so users know that he or she will get the same standard of care of someone else with a similar problem. However, it is important to treat this user as a customer and act like they matter. Customer satisfaction leads to more word of mouth referrals. Some companies send out survey after a customer service issue is closed to gauge how the current support system is working. Your customers will not remain silent if they are still unhappy and will let you know for sure on the survey.

Companies have been implementing a knowledge databases and wikis to allow customers find answers to problems faster in addition to the traditional support means. We live in an age when people are less patient then ever. Having a place for customers for find these answers frees up resources for the company and provides resolutions for the customer faster.

When a community manager provides support it is important not to act like a robot but make all the responses sound personal and less generic. It is acceptable to post a link or paste the answer to the problem but make sure the answer fits the customers problem and you acknowledge the understanding of the problem.

I know how hard it is to provide the best quality of care efficiently. You continued success is tied to the customer service and support you provide your customers.

 

 

What type of support plan does your community offer? Could the Quality and Efficiency be better?

Copyright ©2012

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