How to increase customer engagement with a customer self-service hub?
Easily connect users with their peers, for fast answers and inspiration
Let users connect with each other and cultivate these peer-to-peer interactions that will provide your users value through easy answers and inspiration from peers in your user base.
Let your customers contribute to - and vote on - your product vision, and build the product they need
Keep your users engaged by involving them in your product development cycle and having them contribute to building a product they need. In your self-service hub, allow your users to create feedback posts, submit feature requests, vote and comment on other feature requests & roadmap items, and report bugs.
Use gamification to capture inspiration and shine a spotlight on your expert users
Involve gamification in your self-service hub and community forums, through a system based on voting. Create gamification levels based on the number of received upvotes on posts & comments, and let users with a higher gamification level have a bigger weight attached to their votes. This way the users with proven knowledge and value will have more influence in deciding what else is valuable for the community. Besides that, award badges and display leaderboards.
Provide product news & feature updates and engage in helpful dialogues with your customers
Keep your users engaged by consistently providing them with product news and feature updates. Send out notifications that keep users up-to-date on the status of their feature requests, roadmap items that they upvoted, general product updates, and communicate back why their feature request isn't getting implemented.
Enable niche specific discussions that are not just about your application or company
Keep users engaged with discussions and resources about their day-to-day practices. Do not only talk about your product or brand but also create dedicated environments for niche-specific topics. Create an academy or course about your niche and let users perform niche-specific discussions with other peers.
Use your customer self-service hub to publish and promote events
Engage users by announcing and hosting events in self-service hub and community forum channels. Start triggering discussions about the topic of your event, long before and after the event takes place. Engage your users by providing valuable content and insights on the topic and involve them by asking them about their experience and knowledge on the topic.
