Proven Strategies to Increase Case Deflection and ROI

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited.

In order to increase case deflection and ROI, communities need to not only ensure that they’ve got solid data points to measure from, but that they’re also applying specific programs and strategies that are known to be successful.

In this webinar, led by Matt Laurenceau, head of BMC Communities, he walks us through the ROI model he uses. This webinar will teach you about the strategies and programs that drive success across your community, including your Q&As, KB articles, blogs, product onboarding, events (webinar and physical), ideas, betas and Champions/ MVPs.

In this session, you’ll learn:

1. Strategies that help the adoption of successful community programs
2. Components of a Community ROI framework
3. Examples of programs that were launched to increase ROI
4. The Hub and Spoke model required for success (content, people, etc.)