A community forum can help you increase customer engagement, lower customer service costs, and get invaluable product feedback. The forum becomes even more powerful when combined with a knowledge base.

A community forum gives you an excellent opportunity to identify satisfied customers to include in case studies and testimonials. You can either approach enthusiastic users directly or use a discussion thread to invite them to contact you.

Customers can turn to the community forum to see if their issue is already solved. If they find the right answer, they won’t have to contact your customer service. This frees up your support staff’s time for trickier cases.

If the question isn’t there, the user can start a new topic, with the answer benefiting both them and future users.

The community forum can also go beyond the often technical focus of customer support. For example, users can discuss and share strategies, tips, and tricks.