Chris Detzel and Michael Sandoval talk about self-help. We believe that B2B customers prefer to self-serve in this digital age of the customer. Building an online community can help with this. We discuss the intricacies of what it takes to build a community that helps with support and what it takes to build a case deflected community. We also believe that if you are not on the first page of Google, when a customer asks a question about your product, you lose. On the other hand, if a customer searches on Google and does get the answer to the question they have about your product, then you win.
“With community, there’s a lot of opportunity from a digital standpoint, whether it’s helping your customers, powering SEO, or answering more questions.”Chris Detzel
“Without community, we would be in the exact same place as we were before – not really understanding our customers. We want to be where our customers are, and community allows us to help customers the way they want to be helped – in a digital way.” Chris Detzel
“I want to make our community a hub using integrations, so that if customers want to create a case or look at technical documentation, it’s seamless for them. That’s a great digital customer experience. Instead, in a lot of companies like ours, customers have to go here, there, and everywhere to get some information. I see community as being that place that’s right in the middle.” Chris Detzel
What is Peers Over Beers - Community Experts Podcast?
B2B Community Strategist Chris Detzel is your host for this fun and straight shooting podcast for enterprise community leaders / managers and digital savvy professionals. With easy and natural inquisitive banter, your host will tackle hard issues facing community leaders and managers in their day-to-day struggles, and yes, sometimes over a beer. From starting new communities, digitally transforming enterprise culture, moderation, and globalization techniques are all up for discussion.
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