A support community is a brand community designed with the specific goal of providing users with customer support.
Customers can access help in three main ways:
– They can connect with your customer support team, who will answer their question.
– They can connect with other community members who will answer their questions.
– They can search through existing posts to get an answer.
The latter point makes communities incredibly powerful tools by helping you build up a library of support answers. This can reduce the number of tickets your team has to deal with.