BrianOblingerVP,Community&Support

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in/brianoblinger

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SupportCommunities

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SupportCommunitiesaren'tsexy🤓

@brianoblinger

SupportCommunitiesaren'tsexy,they'rejustthemostcommonandeffectivetypeof

communityonthewebtoday

#HatersGonnaHate😎

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Youknowwhat'ssexy?SupportCommunities’ROI

#MakeItRain💸💰

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It'stimetoevolveSupportCommunitiesbeyondtheolddeflectionmethodology

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olddeflectionmethodology=throwupa“community”,commitveryfewresources,andhopethatitsiphonsoffX%ofcasesperyear

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deflectionisaKPI,notastrategy

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deflectionconnection

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connection=buildavibrantsupportcommunityandinvestsignificantlytofacilitateknowledgesharing,

acceleratedlearning,andpersonalgrowth

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deflection=communityisasidecar

connection=communityistheengine

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SupportCommunity

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Community

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SupportCommunity

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CommunitySupport

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Community&Support

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Community SupportContent

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Whatdoessuccesslooklike?

CommunityAdoption

TraditionalSupport

EffortRequired

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Satisfaction+Scalability+Sustainability=Success

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Takeaways

1. SupportCommunities,whileoftenforgotten,arerelevantandimportant

2. Focusonconnectingpeopletotherightanswer,notdeflection

3. Instillamindsetthatcommunity,content,andsupportareoneecosystem

4. Builddepartmentalstructureandresourcestodriveefficiencyandsatisfaction

5. Don’twaitforcustomerstocometocommunity,bringcommunitytothem

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THEBIGSECRET

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