Let Customers run Customer Support

Hjörtur Smárason posted some interesting thoughts on customer support:

The more activity there is on your forum, the less work it is to maintain it. Another thing that happens when your customers start to interact is that they build up a relationship, not only with you and your product, but also with each other. They exchange experience and ideas regarding the use of your service or product and you actually start to build a brand community.

I think the best living example of this is Apple. Apple has managed to create a great customer community where the customers don’t just help each other with problems but even become the strongest marketeers of their brand.

Saving huge amount of money on customer support and having thousands of people doing free marketing for you. Can you ask for more?

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