We're considering creating an area of our community dedicated to support for 'high value customers'. The idea is that they are rewarded for using our service heavily, so the area acts as a 'value add' for us. They would be able to visit this area and receive support, there would be a concierge dedicated to helping them so they wouldn't have to spend time on hold to the contact centre with all other customers, and they would have access to speak to members of our executive team in terms of leaving suggestions or feedback that would actually reach the team. There are about 7,000 of these people, and new high value customers would be given access as time goes on. The only problem: We don't have single sign on. I'm struggling to think of a sustainable strategy to deal with creating and maintaining this area, in terms granting the right people access. We've done a pilot of a private area before, but it was a very manual process (we asked people to indicate interest by kudoing a post, and then I granted each of them access). I'm aware that not all 7,000 will be interested in joining our community, but I'm trying to put together a plan for a) getting the inital group registered for Community and access to the private board and b) maintaining this registration/access process long term. If our CRM isn't linked in to Community then it seems like the only option I have is to ask the high value customers to make themselves known to me upon registration(via private message), but it just feels like this would be a huge barrier to participation. Any suggestions?
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Our financial services business is soon going to transition a large number of customers from our old online service platform to a new one. The new platform will have a different look and work slightly differently, so we're anticipating that many customers will be looking for support around the time of the transition. We're hoping to use our relatively new community as a hub where we can send customers to interact with some of our early adopters who are quite passionate about the product (the new platform has been around for a little while but only for certain customers). I'd be interested to hear from anyone with experience or ideas for managing this from a community manager perspective - strategy and planning tips would be much appreciated! At this stage I'm thinking about incentivising some of our customer advocates to spend time in community in a support context for new customers looking for help or advice, but don't want it to seem contrived or forced - has anyone had experience rolling out a structured support plan for specific events/product launches? Would love to hear from you!
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