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Support Community Fundamentals
Introduction
Objectives of this course (2:39)
Defining "Support Community" (2:41)
Understanding Support
Who they are & what they do (4:36)
Core challenges to be solved (4:20)
How they measure success (4:50)
How can community help? (3:18)
Common Elements of Support Communities
Peer-to-peer Q&A (1:52)
Self-service knowledge content (2:02)
Ranks, rewards, and reputation (2:25)
Case portal integration (2:09)
Integration with LMS (2:37)
Execution
Successful collaboration with Support (4:07)
Resources required for success (3:39)
Building a content machine (8:30)
Community SLAs (4:45)
Proactive support (4:08)
Early detection of issues (2:55)
Advanced strategies (8:21)
Success & ROI
Goals & KPIs (12:51)
Calculating ROI (13:25)
Storytelling (10:24)
Assessment
Certification Quiz
Defining "Support Community"
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