Help community managers thrive with a dynamic product documentation portal

Posted by
December 10, 2017

In 1995, it was only less than one percent. But in 2016, around 46% of the world population already has internet connection. In actual numbers, that’s 3.4 billion internet users. Human beings are hardwired to be social creatures, so it was only natural that the growth of the internet and connected devices has enabled this behavior to flourish in the digital world.

Today, people across the world engage with each other, forming online relationships and creating virtual communities of various forms, interests, and purposes. While still in its infancy, companies are starting to see the benefits of having their own online communities.

  • Customers consider online communities a trusted resource before making a purchase, with 3% of customers using a brand online community dedicated to the product or service they want to buy.
  • A company setting up its own online community can experience a 19% bump in incremental revenue from customers after they joined the community.
  • Online communities improve the customer journey according to 85% of marketers and community builders.

For a brand online community to be effective, there is usually a person that makes sure it is in top shape—the community manager. Acting as a bridge between customers and the company, community managers engage with potential customers and build relationships with existing ones. One on hand, they ensure that customer sentiments are heard and feedback are delivered. On the other, they maintain or improve the brand image to facilitate customer support and success through the community.

Community managers play a vital role in creating long-lasting and meaningful relationships with customers. A dynamic product documentation portal enables community managers to do more with the community.

  • Deliver consistency

Customers value having the same experience regardless of the platform they choose to access the community. With product documentation that is automated, customized, tagged, and indexed, community managers can easily help customers find the answers they need, share relevant contents to the community, and improve customers’ overall experience with the brand.

  • Foster engagement

Customers join communities because they have a reason—either to know more about products and services, to stay connected with the brand they love, or to find solutions to their problems. As product documentation enables customers to leave comments and add tables or images into documents, community managers can use this feature to increase engagement by facilitating feedback and sharing within the community.

  • Implement analytics

Customers bring a lot to communities. All of their conversations and actions reveal trends and behavior that community managers should be on top of. A robust product documentation is usually highly structured with monitoring tools in place. Community managers can uncover sentiments and insights that they can either respond to in real-time or consider for future improvements from measuring things like reach, traffic, and engagement.

By empowering community managers with a dynamic product documentation portal—one that allows them to deliver consistent contents, foster customer engagement, and uncover insights with analytics—companies can build a strong online community that lasts.

 

Zoomin’s dynamic knowledge portal extends the reach of product documentation libraries by giving community managers and customers easy, personalized access to the answers they need—from any device, whenever they want, and from any location. Zoomin moves your content from a static collection of documents, to a dynamic world of answers. Learn more by schedule your guided demo.

Zoomin Software