8 Alternatives to Online Communities for Customer Support

Exploring alternatives to online communities for customer support, we gathered insights from eight industry experts, including CEOs and marketing managers. They share a spectrum of strategies, from implementing a dedicated email helpdesk to offering direct phone support. Dive into these diverse opinions to enhance your customer support system beyond the digital realm.

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Implement a Dedicated Email Helpdesk

An alternative I’d recommend to online communities for customer support is using a dedicated email helpdesk. As a tech CEO, I’ve found that email helps to provide a more focused, one-on-one interaction, which is often lacking in the bustling nature of online communities. 

An email helpdesk offers the convenience and efficiency of digital communication, while ensuring that concerns are specifically and thoroughly addressed by specialized support personnel. Importantly, it also gives customers a record of how their concerns are being resolved, adding accountability and transparency to the support process.

Abid Salahi, Co-founder & CEO, FinlyWealth

Create an Informative FAQ Section

Many businesses create FAQ sections on their websites instead of creating communities or user groups. This might be less expensive than hiring a moderator to manage a community. The trade-off is that the FAQ section may need to be regularly updated, and the business may need to hire writers to create the articles there. The FAQ section may not include the answers to all the questions that customers are asking.

Eric Novinson, Founder, This Is Accounting Automation

Utilize AI-Driven Chatbots

A great alternative to online communities for customer support is chatbots with AI-driven automation. In my opinion, chatbots offer immediate, 24/7 assistance, which is crucial for handling routine inquiries efficiently. Unlike online communities, where responses depend on user activity, chatbots provide consistent, accurate answers without delay. 

They can also escalate complex issues to human agents, ensuring that customers get the help they need quickly. This blend of speed and reliability makes chatbots a strong option for enhancing customer support, especially in businesses with high volumes of inquiries.

Bhavik Sarkhedi, CMO, Write Right

Assign Personal Customer Success Managers

When considering alternatives to online communities for customer support, one specific approach that stands out in my experience is assigning dedicated Customer Success Managers (CSMs) to key accounts. Unlike the broad, often impersonal nature of online communities, CSMs offer a more personalized and proactive support experience. 

Having a CSM as a single point of contact makes customers feel valued and understood, which fosters deeper relationships and trust. CSMs don’t just solve immediate issues but also anticipate potential challenges, allowing for quicker resolutions and preventing problems before they arise. 

It’s important to hire CSMs with strong communication skills and deep product knowledge, ensuring regular check-ins and strategic planning sessions to align on customer goals and maximize their success.

Brian Staver, CEO, NetPayAdvance.com

Adopt Advanced IVR Systems

Interactive Voice Response (IVR) systems offer an alternative to online communities for customer support.

IVR systems can efficiently handle a high volume of inquiries by providing automated self-service options and routing callers to appropriate agents. Advanced IVR systems implement speech recognition and natural language processing, which improves the user experience and handles more complex queries.

While less interactive than online communities, IVR systems effectively reduce wait times, increase customer satisfaction, and free up human agents to handle more complex issues.

Fahad Khan, Digital Marketing Manager, Ubuy India

Set Up a Self-Service Knowledge Base

Consumers use social media interactions with brands to inform important purchasing decisions. Still, it isn’t feasible for many brands to “always be on” for round-the-clock customer service. Setting up an extensive knowledge base or self-service portal is one way to provide customer support instead of using online communities. 

Customers may obtain comprehensive instructions, frequently asked questions (FAQs), tutorials, and troubleshooting advice at their convenience from this resource, which increases customer satisfaction. An easily navigable knowledge base can help customers solve problems on their own, reducing the need for direct contact with support staff. This improves the customer experience by providing timely responses and lessens the workload for support workers.

Adam Wood, Co-Founder, RevenueGeeks

Organize In-Person Community Gatherings

In today’s world, awesome customer support and community engagement are key for businesses looking to make a mark. While online communities have gained popularity for fostering connections, innovative alternatives can provide unique benefits for both businesses and customers.

A compelling alternative to traditional online communities is the concept of in-person gatherings. These events create an interactive platform for customers to connect, share experiences, and receive personalized support directly from the brand.

The benefits are many. Face-to-face meetings foster genuine connections and personalized assistance, enhancing customer satisfaction. Also, building in-person relationships can lead to deeper trust and loyalty between customers and the brand. These real-time interactions enable immediate feedback, allowing businesses to address concerns more efficiently.

At Simple Life, we are pioneers in nurturing close-knit communities, similar to those that thrive in in-person gatherings. Our tiny home community, The Hamlet in North Carolina, exemplifies how we unite people. We really value creating spaces for people to connect with each other and the outdoors. Our community events, shared monthly, encourage neighbors to engage in enriching experiences that strengthen their bonds.

Carolane Krzywiecki, Marketing Manager, Simple Life

Offer Direct Phone Support

In addition to online communities, phone support is another popular alternative for customer support. This traditional method of communication allows customers to directly speak with a representative and receive real-time assistance for their inquiries or concerns. While online communities offer convenience and accessibility, some customers may prefer the personal touch of speaking with a human being over the phone. This can help build trust and stronger relationships between the customer and the company.

Moreover, phone support also offers immediate solutions as representatives are trained to handle various issues and provide efficient resolutions. This can save time for both parties involved compared to waiting for responses in an online community. However, one downside to phone support is that it may not be available 24/7, unlike online communities, which are accessible at any time. Additionally, there may be wait times or busy signals during peak hours, leading to longer response times.

Adam New, Principal Owner, The Cash Offer Company

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