Some companies have embraced the community concept with great results for customers, support staff, and the bottom line. However, it might not be the best approach for all companies. At Park Mobile USA, we haven’t opened up our support world to community participation for several reasons. We have limited resources for community forum moderation. Also, there could be liability issues if incorrect information leaked through (there is no room for error in our business: parking!). Perhaps we will rethink this in the future, but for now it is the best approach.
Does this sound like you? Are you sad-faced because you think that you can’t drive self-service unless you tear down those walls and let your customers have a free-for-all in your forums? Dry those eyes! It is possible to drive self-service even if you don’t embrace the community concept.
Read the latest community tip to learn more!
This week’s tip by Dee Quilliams, Director of Member Services at Park Mobile USA, Inc.