COMMUNITY FORUM SOFTWARE

Engage customers, improve self-serve and drive meaningful relationships with communities

Build and manage a customizable forum for customers to easily interact with each other, share solutions and recommend product improvements.

Enable customers to help each other

Encourage customers to ask and answer questions, access self-serve content and get rewarded for helping peers.

Collaborate with other users to find solutions

Enable customers to ask and answer questions, participate in discussions and provide product-related feedback. Allow moderators to monitor and respond to unanswered queries.

Browse company-curated self-serve content for answers

Leverage an SEO-optimized portal to help your customers explore and find solutions through knowledge base articles, pre-approved community responses, and step-by-step troubleshooting guides.

Allow customers to interact with a chatbot or live agent

Provide a chat option on your community forum and make it easier for customers to contact your support teams whenever they need help .

Maximize business impact and customer loyalty

Build stronger connections with customers, foster a sense of belonging and create advocates more likely to recommend your brand to others.

Make your customers feel heard

Provide the required tools and a safe space for your customers to easily interact with peers and your brand.

Incentivize advocates and reward top users

Encourage active participation and turn customers into advocates by acknowledging their work through leaderboards, points and coveted badges.

Increase the total lifetime value of your customers

Increase your upsell and cross-sell opportunities with loyalty rewards and coupons based on user activity and behavior in the community.

Analyze interactions and innovate with intelligence

Use the collective insights and expertise of your community to drive innovation, develop new products and create more value for your customers.

Analyze conversations using AI

Use AI to analyze every conversation in the community and gather insights on your products and services.

Use surveys and proactive feedback prompts

Leverage communities to collect more diverse feedback through surveys or contextual, proactive prompts.

Run polls and contests to co-innovate with customers

Collaborate with your customers in the community and branstorm ideas to identify gaps and improve your products and services.

Frequently asked questions

What is community forum software?

Community forum software is a platform to manage and build customer communities, providing a safe space for customers to ask questions, seek resolutions and connect with each other. For companies, the software enables 24/7 self-serve support and helps gather first-hand feedback, upsell and cross-sell products and innovate on the back of real insights.

What are the key capabilities of community forum software?

Robust community forum software offers key capabilities for:

Discussion threads: Users can create and participate in discussion threads around specific topics, questions, or issues.
Categorization and tagging: Topics can be organized into categories or tagged with relevant keywords for easy navigation and search.
User profiles: Users can create profiles that showcase their activity, expertise and contributions within the community.
Moderation tools: Admins and moderators can manage content, ensure adherence to guidelines and resolve disputes.
Self-serve resources: Provides quick answers to commonly asked questions via a discoverable knowledge base portal, tutorials, FAQs and troubleshooting information.
Badges and rewards: Incentivizes participation and nurtures advocates through leaderboards and rewards.
Integrated live chat: Allows customers to interact with bots and live agents seamlessly.
Community analytics: Admins can track engagement metrics, user activity, and popular topics to assess community health.
Feedback mechanisms: Allowing users to provide feedback about the community and its functionality.
Polls and contests: Collaborate with customers to co-innovate new products, services and functionalities.

How does community forum software improve customer service?

Community forum software enables you to provide 24/7 self-serve support at scale and with a human touch. It provides insights into the top themes and topics that customers are talking about, provides a space for customers to collaborate, exchange ideas & feedback and helps support teams to close the feedback loop quickly efficiently.

Can community forum software integrate with the existing system?

Yes, many community forum software solutions offer integration options to seamlessly connect with existing systems. Integration capabilities vary, but commonly supported integration points include:

Single sign-on
CRM integration
Helpdesk integration
Knowledge base integration
Analytics integration
E-commerce integration
Social media integration

What are the benefits of using community forum software for businesses?

Community forum solutions offer varied benefits to businesses, ranging from enhanced customer engagement to lowered support costs. They also help crowd-source ideas, do trendspotting and gather early feedback on new products/processes. Nurturing a tight-knit customer community has been found to breed positive sentiment and loyalty towards the business — enhancing customer retention rates to the tune of 20%.

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