Active user communities are becoming a key factor in expanding support, thanks to their ability to provide a space where people who know a product well and work with it every day can connect. That’s what happened with InVision software , a digital product design platform that allows companies like Adobe, Uber, and Evernote to collaborate more easily on product development.
Working shoulder to shoulder with other support channels, the InVision online community also directs customers to self-service content, gives agents the opportunity to address issues that require more intervention, and serves as a vehicle for product feedback. It’s even a space for non-support-related conversations and a source of inspiration.
Learn how InVision ’s support team leverages Zendesk integrations and API to create custom solutions that not only increase ease and efficiency, but help them achieve near-perfect customer satisfaction.
Invision online, the community that japan telegram allows you to expand customer service
The InVision online community is part of the support organization, managed by Sean Kinney, Senior Director of Support . It was created in 2017 to provide a place where designers could help each other with the product and exchange ideas on best practices.
Over this time, it has grown in number and activity, averaging 40 posts and 32,000 views per month , allowing the team to expand the idea of customer service beyond the conventional.
“No matter how well we document our products, there will always be people who have questions that are not in the documentation,” Kinney explains .
“There will be people who have questions that are asked in a different way than we would label or tag content. By creating the community, we hope to provide a place where others can come and help each other,” adds the senior support director .
The challenge is to offer scalable support through the InVision online community.