BrianOblingerVP,Community&Support
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in/brianoblinger
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SupportCommunities
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SupportCommunitiesaren'tsexy🤓
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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