Do I need a Customer Community Page?

What does Customer Community Page offers:

• A web site (similar to Partner Community) for our customers to interact with.

• Web site can embedd our KAs that customers can access.

• It can be with logins for each customer to create a login to access its own account/contact/cases.

• Chat bot for customers to ask questions for answers.

• If the Chat bot cannot answer it will be directed to our available support member (this is through Live Agent). The support member can view the transcipt of the customer's conversation with Chat bot. Can prepare for the conversation with the customer.

Eg of a Customer Community Page - https://central.xero.com/

Benefits of hosting a Customer Community Page:

Reduced support costs - Having chat bot - backed by KA - should answer FAQ. This will result in reduced number of calls.

Customer engagement and retention - customers can raise cases, view their progress. Also can check their account details and update their contacts.

Simple, cost effective marketing channel - these communities are an effective channel to present information on current and pending products in addition to fixes to customer.

Build a stronger brand - helps in building strong customer relationships.