Communities are a great way for customers to self-serve, connect with other customers, learn and share best practices, and engage in peer to peer support 24-7. Many of you know this from personal (and professional) experience.

For businesses, online community improve customer service experiences, enable a scalable and sustainable engagement model for support and marketing, and establish a trusted channel to listen and respond to the needs and wants of their customers.

Verint’s Jon Allen recently discussed how there are many use cases and types of online communities—however, the most popular type to start with is the customer support community. Once the customer support community becomes the trusted source for customers to self-serve, ask questions, get answers, and engage with other customers and product experts, it is common to see a shift to include more product and service marketing content.

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