Community building isn't a subject that gets talked about much these days, but for those who have discovered the importance—not to mention the value—of community building, some wonder how anyone ever got along without it. Influitive, meanwhile, is putting the value of this concept front and center with its new Influitive Communities tool.
Introduced at the SiriusDecisions Summit 2015 event, Influitive Communities represents some extra boost to the earlier-released AdvocateHub platform. Both tools look to help drive engagement in community members, which in turn can have a great impact on companies making buying decisions. Buyers get access to some great unsolicited word-of-mouth advertising and that in turn can make a big difference in revenue projections.
The good news here is that a lot of companies actually already understand the value of community, at least on some level. A study from Demand Metric shows that almost two out of three organizations have branded communities. But as is often the problem, the concept isn't being taken sufficiently far. Just six percent of respondents in that study noted that the community met all the expectations that went into it. Thus Influitive Communities can step in and help narrow the gap between expectation and result.
Influitive Communities can offer incentives for participation like rewards and recognition, help drive various breeds of content creation thanks to better connection with advocates within the field, and the necessary workflow tools that help drive better—and broader—community management overall. This helps business get more out of the community, and help turn that kind of passion into tangible result.
But even a properly vitalized community isn't enough in isolation. Bringing together passionate users to wax eloquent about experiences often at no charge is a great way to drive interest in a product, but there have to be sufficient numbers of these passionate users to make a community out of in the first place. That's where offerings like TeamSupport's product line can come in particularly handy; since TeamSupport's product line has a particular focus on customer support and improving customer service, this increases the likelihood that passionate users will be on hand in the first place. After all, if a large number of customers have a great customer experience and are encouraged to come back and relate the story of said customer experience that improves the likelihood of getting a more vibrant community that improves bottom-line results.
It becomes important, therefore, to make community building part of a larger program of high-end customer service and a better overall customer experience. We know from earlier forays into the field that customer service is just part of the customer experience, and so too is community building a part. That vibrant community that will tell anyone who will listen about a great customer experience is a valuable thing, but it doesn't just happen. It is tools like TeamSupport's lineup, and tools like Influitive Communities, that really help make a great customer experience. Putting all of these to work together should provide the best chances at the best outcomes.
Edited by Maurice Nagle