How does a self-service hub and a community forum reduce customer churn rates?
By building a community around your brand where users connect with each other for fast answers and inspiration
Let users connect with each other and cultivate these peer-to-peer interactions that will provide them with value through easy answers and inspiration from peers in your user base about more than just your tool or product. The value that users get from these interactions will be directly attached to your brand; the facilitator of the community.
By letting your users contribute to - and vote on - your product vision, and build the product they need together
Reduce churn by involving your users 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.
By using gamification to shine a spotlight on your expert users and attach them to your brand
Involve gamification in your self-service hub and community forum, 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. Award them badges & display leaderboards, and create a sense of intrinsic self-worth that is directly attached to your brand.
By showing users you care, through facilitating as much customer facing modules as possible
Provide your users with the best possible experience in finding answers to their questions, with community forums and other modules centralized in your customer self-service hub. They will receive faster answers and be able to learn better from other users since they will receive answers from a user perspective. Show them you care by providing valuable resource hubs like a knowledge base, help center, academy, product communication modules, and more. Connect your users to your brand with an exceptional customer experience.
