This is part of our ongoing series on Scaling Customer Service, based on our Customer Service Scaling Timeline. This month we're covering Stage 6.
More than a year ago we wrote about how we feel that customer-powered support doesn’t work. We were a little overzealous with our title; even in that post, we mention that customer-powered support can be useful for some organizations.
When you reach a certain customer base size, scaling a regular support organization can become difficult to impossible. This is especially true with free services which have many casual users (Google, Facebook, etc). If you’re on the road to becoming one of these organizations, it’s time to examine how you can provide better customer service by getting your customers involved.
How do customer-powered support communities work?
In addition to traditional support features such as knowledge bases and ticketing software, you have one or more forums where your most passionate and helpful customers can help other customers.