Self-Service Support At Scale
In this course, you'll learn how to build collaboration between Community & Support teams, deliver a world-class self-service experience, and measure ROI — all backed by Brian's experience as VP of Community & Support. 💬🦸🏽♀️
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Course Overview
Series: Community Focus
Time: 2 Hours
Course objectives:
- Define “Support Community”
- Understand who Support is, challenges they face, and how they define success
- Discuss common elements of support communities
- Dive deep on execution details and advanced strategies
- Pinpoint how to set goals, measure success, and show ROI
Who this course is for:
- Absolutely anyone interested in learning how to create a world-class support community to scale efficiently, reduce costs, and improve customer happiness
Prerequisites:
- Have a basic understanding of communities and their purpose. Completing Community Foundations prior to enrolling in this course is recommended, but not required
Course Curriculum
21 Lessons / ~2 Hours
Introduction
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Understanding Support
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Common Elements of Support Communities
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Execution
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Success & ROI
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Assessment
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