Performing under pressure: How online communities are scaling during crisis

Scaling communities to meet customer needs

During the first half of 2020, call and inquiry volumes have risen dramatically for most brands, mostly due to COVID-19. While most brands have had to warn customers about increased wait times, some have turned to their online brand communities to handle the influx. Communities, unlike contact centers, have the ability to naturally scale with brands to meet customer needs. As the number of inquiries grows, so does the number of community members — and thus also the number of people who can answer questions.

Use this infographic to explore the benefits of online brand communities, and to see how using one can improve your brand’s customer experience.