Conversations Everywhere - Static community references

  • 26 January 2018
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Creating static community references

The most achievable integrations will be static ones.



Creating these references will only require some basic code, styling and/or graphic changes - e.g., adding buttons, navigation links, banners and promotional blocks to your native mobile apps and website. While no real-time data or interactive functionality is involved in these types of integrations, they do create significant value - especially for communities that have just launched.



Starting with the essentials

Use case: navigation discovery

By incorporating a community segment in the top or side navigation and by adding a widget to represent the community as a promoted customer service channel, customers are more likely to visit and use the community. Therefore, in most cases, static integrations will effectively drive quality traffic by making the community more visible. This is a crucial step for community success, and will pave the way for the creation of a social knowledge base with lots of valuable user-generated content.











Advanced integrations

Use case: deep linking service content

Communities often boast millions of pages, of which only a few relate to the community’s core structure. Consider static integrations that direct users to these types of pages, most noticeably the “create topic” flow and category landing pages. Why not provide call-to-action links on related knowledge base articles, invoices or service administration forms, in case customers are looking for aid? More so than providing references to the community homepage, these links will further drive call deflection given the place and time in which they’re presented in the customer journey.




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