Social Customer Care

The Social Customer Care Workforce You Don’t Hire

1 Comment 10 October 2012

It’s a problem all successful social care teams will encounter in time. Too many inbound inquiries, not enough staff to handle everything. It’s a tough situation if you can’t get approval to add headcount. But what if you could add capacity and didn’t have have to put them on the payroll? Peer support forums are a great way to encourage your community to support itself. Often when a community cultivated, ‘Super Users’ emerge who may be as technical or as knowledgeable as your own support agents. These super users aren’t looking for financial compensation, their reward for answering questions is the recognition they get for an expert from the rest of the community. I’ve seen the power of the community leveraged by many organizations big and small. Once you’ve verified that you have a large enough community to support having a forum,  here are a few observations that might serve you well should you decide to start your own.

Support your Super Users when they need help