Cultivating Social Support
We recently announced our adoption of the Hubspot Knowledge Base as part of our firm's focus on customer-driven innovation. To minimize the number of repetitive support questions, we chose a social support solution that would enable users to see previous questions and answers.
Within this platform, community feedback is easily searched so all content provides long-term value for our clients.
Today, we are pleased to report that we have planted lots of ‘seeds’ in this platform! To provide more value, we have pre-populated several these communities with frequently asked questions (FAQs) as searchable topics.
Our client services team spent the last two weeks developing common questions and providing answers to over 100 topics within these five Get Satisfaction product communities:
- MBA Student Entry Survey Community
- MBA Student Midterm Survey Community
- MBA Student Exit Survey Community
- MBA Alumni Survey Community
- EMBA Council Membership Program Survey
To facilitate the search capability of the platform, we have categorized many of the topics in our Get Satisfaction platform by product type (e.g., Entry, Exit, Alumni, etc.) and have added tags that help describe the topic.
Putting in the Sunlight
This investment of time in pre-populating these product communities only has value if our clients utilize the tool!
In addition to this blog article, we plan to utilize our social media platforms and direct email campaigns to individual clients and with our partner associations to build more awareness of this social support tool.
As we respond to direct support questions going forward, we will repost common inquiries within the appropriate product-based Get Satisfaction communities so we can continue to contribute to the shared knowledge base.
These communities are dedicated areas where our clients can exchange ideas, provide detailed input on how to improve our services, and get answers to support questions. We need your questions and feedback to be submitted within these Get Satisfaction communities to truly optimize this tool via social support.
Whether you have encountered a problem or you have a great idea that you want to share with us, you can always let us know at https://knowledge.mbalifecycle.com/helpcenter or by clicking the "Feedback" tab on the left-side of the browser window for any of our web properties.
This insight allows us to deliver the best user experience possible and plan for future enhancements to our research and consulting services.
Give it a try and let us know what you think!
Brian Mahoney, author for this article, is a marketing research consultant and Managing Partner of Percept Research. Brian welcomes your questions and comments.