Many product markets lend themselves to power, hobbyist, and fan users. These customers often lead in solutions for bug fixes but are not supported by the company, resulting in a loss of innovation information and the alienation of a supportive base.
Goals and Objectives
The user base should be leveraged for its content and solution creation but oversight on “authorized” responses should be maintained.
Community software, knowledge management, FAQ, content management, and AI
Use Case Summary
Timely customer support is provided through expert peers, which often results in bug fixes and solutions ahead of product development.