Rather than throwing resources at multiple forums and Facebook, both of which are unwieldy platforms for responding to support questions, we recommend directing all of your support traffic to the community so your team can have a central place to control both community support and community product messaging as it relates to recurring customer questions.
Why do that? The brand support area has features that:
- Cut down on redundant support questions because we require the user to enter their issue and we search against YOUR brand only for existing answers from previously answered tickets.
- Give your customers a place to go to monitor responses from you (vs emailing you back).
- Allow you to assign specialists to support questions from specific brands and specific issues within the brand. This essentially lets you dictate who may receive and answer questions of specific natures.
- Allow YOUR admins to easily track which tickets are outstanding and which ones need attention. It's hard to keep track of who has been taken care of and who hasn't without a tool like this.
- Allow YOU to post your own support questions and ANSWER THEM. When you mark the answer public, it becomes available for other customers to try to submit the same question.