Community

Support Deflection

• Peer-to-Peer: Customers can ask questions and receive answers from other users or experts without waiting for formal support. 
• Shared knowledge: Community members often share best practices, use cases, and workarounds that may not be in official documentation.

LAER, LASER, and overall retention motions

• Increase the Campaign's Footprint: See immediate results in retention by increasing the reach and the scope of an eCommerce promotion or campaign.
• Tie Community data directly into your CRM. In fact, having your Community sign-up REPLACE your subscription account sign-up is a key trend now, because it forces participation. 

Enablement

• Onboarding Content: Whether using a formal Knowledge Base or an Enablement Hub, communities are where introductory marketing emails can point to FAQs, guides, tutorials, and troubleshooting tips. 
• Feed Google with "Living Documentation": Unlike static documentation, community content evolves dynamically as products and use cases change.

Engage!

• Sense of belonging: Being part of a community builds emotional ties to the brand.
• Active participation: Engaged customers are more likely to continue using the product and advocate for it.

Product Teams

• Direct feedback loop: Communities give customers a platform to suggest features or report issues. 
• Early warnings: Trends in complaints or bugs can alert Customer Success or Product teams to widespread problems.

Data Capture

• Behavior tracking: Engagement levels in the community can indicate customer health or churn risk. 
• Cohort & Persona building: Helps Customer Success teams better understand user types and tailor outreach.