Community Forums - The Unsung Hero in Social Support

by Nick Cicero on Dec 18, 2013
See top industry experts speak at Social Fresh 2018 / Dec. 5-7
Where social marketers go to get inspired. Speakers include BET, American Cancer Society, 5/3 Bank, Duke University, Sallie Mae, IBM, Darden, Georgia State University, Chris Brogan, Brian Fanzo, Ekaterina Walter, and more.
>> Reserve your seat today

Social Customer Service has become an X-Factor in developing lasting relationships with customers. But while 1 in 3 users prefer contacting brands through social channels over the phone for customer service, are they really the best social channels for consumers to resolve their issues?

According to data in this new infographic from HP, communities/forums are really an under-appreciated channel for customer service. Research shows as many as 40% of their customers are using this often overlooked form of social support to resolve their issue.

So why should you want to consider community forums or support sites for your own brand?

Consider the context.

While on Twitter or Facebook, an individual might see a friend in their social network encountering a problem with another company and reach out to help them, but those requests are few and far between. Community forums and support groups empower others to share knowledge freely and often. As HP reports, 37% of brand advocates want to help others make smart decisions.

Instead of waiting for those all-too-perfect moments of spontaneity through social, why would you not create an ecosystem where individuals WANT to help each other?

Additionally, forums are usually highly indexed by search engines, and with 90% of users going to a site before calling or contacting support, you can imagine a significant amount of search traffic contributing to the path of discovery online for a customer’s answers.

Do you use any community support platform or other type of forum-style product for your site? What types of interactions are you seeing yourself? Share with us in the comments below.

Support forum community management Infographic

Post Author

Nick Cicero is the Editor at Social Fresh and a Digital Marketing Consultant. Formerly of Expion and Livefyre, Nick has experience building social campaigns for Sony PlayStation, Winn-Dixie, Eminem, Teen Vogue and more. He’s a fan of playing...

  • Well I guess that’s because you need as much social media publicity as possible. This was a great read, Nick. Thanks!

  • We love the concept of social media customer service. Great post and hat-top to HP for the infographic. Cheers!

  • My views: Community support service is not a cup of tea for bloggers. I am running an cigarette electronique website (targeted france) and i listen fuck**g words from my customers even though my product is top in the market.. Patience is the key role for your product success.. Anyways,i am very thankful to facebook and twitter who really helped my in growing my online business…

  • Sarah Bauer

    Immediacy of response is obviously a priority, and it’s interesting to me that these community/forum spaces have often proved themselves to be more effective than social platforms for that purpose. The forum space has truly been off my radar for some time, so this was a welcome refresher for me!

    Excellent article, thanks!
    Sarah Bauer
    Navigator Multimedia

  • I will guide +you to this excellent internet job opportunity… 3-5 hours of work daily… Payment at the end of every week… Bonus opportunities…Payscale of six to nine thousand dollars /a month… Only few h of free time, any kind of computer, most elementary understanding of Internet and dependable connection needed…Get more info on my disqus*page

  • I have to share valuable$ internet freelancing opportunity… 3-5 h of work /day… Payment each week… Bonuses…Payment of 6-9 thousand bucks /month… Merely few hours of your free time, a computer, basic understanding of internet and trusted internet connection needed…Have a visit to my disqus~~page for more info

  • This is something very interesting that is worth paying your extreme attention ,a very good chance to work for those people who want to use their free time so that they can make some extra money using their computers… I have been working on this for last two and half years and I am earning 60-90 dollar/ hour … In the past week I have earned 13,70 dollars for almost 20 hours sitting ….

    Any special qualification, degree or skills is not necessary for this, just keyboard typing and a good working and reliable internet connection ….

    Not any Time limitations to start work … You may do this work at any time when you willing to do it ….

    Just know how I have been doing this…..….see this (webiste-Iink) on my !profile!` to know how I am working` on this`


  • My Uncle Carson just got an awesome year old Cadillac CTS Sedan just by parttime work from a home pc…look at more info on my~ prof!Ie~