In a recent discussion, hosts Jim Storer and Shannon Abram speak with Marissa about the Pegasystems support community's ongoing efforts to transition customers from conventional support channels to self-service options. Marissa highlights the introduction of personalized email notifications to prompt engagement with stalled posts and a new feedback module for documentation, aimed at refining how resources are perceived. She also provides insightful tips for community professionals in navigating these challenges and enhancing user participation in support communities.
Marissa discusses the challenges of converting customers to utilize self-support options rather than traditional channels, highlighting the importance of adapting customer engagement strategies.
Introducing personalized email notifications for stalled posts aims to encourage community interaction and increase response rates, enhancing the overall user experience within the Pegasystems support community.
The new feedback module for documentation is an exciting development that facilitates better communication regarding resources and can significantly improve the quality of user support.
Marissa provides valuable advice for community professionals, emphasizing the need to understand user behavior in order to effectively promote self-service options and enhance community engagement.
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