Introduction: Online refers to when a computer system is online and accessible over the Internet, while offline refers to an intranet that is not connected to any other computers. The word ‘online’ is usually used to refer to the Internet but can also be used to describe many different online services, including online gambling, teleconferencing, online shopping, online education and much more. Over time, ‘online’ has become much more vague and general and it now encompasses almost anything that can be done over the Internet, including email, telemarketing, business conferences and personal Internet usage (such as chat rooms and instant messaging). In recent years, the word online has become even more specific and refers to any type of online interaction, be it the exchange of ideas, information, data and anything else of importance on the Internet at any point in time. This broader meaning has caused problems for many businesses and organizations, as they are trying to define their online presence and what their online presence actually is.
Online Customer Experience: Defining an online community is no easy task, and the process of choosing the right set of tools for this purpose can be daunting. However, when you choose a set of tools like a customer experience tool, you ensure that online customers have the best online experience possible. Customer experience tools are designed to help online communities build an online community around common goals and objectives. The most important goal of an online community is to provide a first-class experience for its users, so customer experience becomes a very important factor.
Billed Community Platforms: It is no longer sufficient to create online forums or discussion boards on your own. Rather, online communities need to have a centralised community platform where all the registered members of the community can log in, post comments and participate in online discussions. These platforms need to be able to perform many tasks, including storing data about the registered member, tallying up the number of visitors to each site, and record any form of action taken by each user. These features ensure that the online community can grow dynamically and with greater speed, with minimal cost involved. Therefore, branded online communities can be developed on these platforms with ease.
Efficient Customer Support Systems: It is no longer sufficient to rely on customer support systems that simply reply to queries and provide reassurance. Today’s online customers expect to be assisted when they need it, and the support needs to be efficient, personalized and timely. The best customer support systems allow customers to directly contact the management, track their registration and activity levels, and get detailed information on which questions are answered, how often and what kind of content is provided. This helps communities become highly engaging and results in enhanced customer experience.
Shared Purpose Factor: In an increasingly competitive marketplace, everyone wants to be seen as a leader, and leaders must feel like leaders to succeed. That is why great online communities must employ some form of shared purpose, where community members feel like a part of something bigger than themselves. An example of this concept might be the work of the “Social Media Giant” LinkedIn, where its users are encouraged to use the platform for business purposes. As such, LinkedIn is able to leverage its tremendous popularity and influence through shared purpose, and its ability to link the different strands of its business strategy helps it achieve remarkable success at a relatively low cost.
Social Media Management: With the advent of social media, many companies have been left behind in terms of implementation and strategy. Facebook and Twitter were not far behind, and now both are the major players in the game. To succeed, a good community management system should integrate with all the key players in the field and offer comprehensive solutions to problems faced. This means that the system should be easy to use, and should also allow the users to interact with its team of experts and specialists. It should also offer relevant features that make its use and operation easier. This ensures that social media management truly works!