Customer Community
Build a community around your product or service where customers find answers, learn best practices, and become advocates — reducing support costs while increasing loyalty.
The Struggle
Companies building customer communities face persistent problems:
- Support costs scale linearly — Every new customer means more support tickets. Hiring support agents can't keep pace with growth, and each ticket costs $5-15 to resolve
- Knowledge is trapped — Solutions exist in private email threads and support tickets. Other customers with the same problem can't find them
- Low product adoption — Customers use only 20-30% of features. Without peer learning and guided education, they never discover full product value
- No feedback loop — Feature requests come through scattered channels (emails, social media, support tickets). Hard to prioritize or show customers you're listening
- Churn from isolation — Customers who don't connect with other users churn at 2-3x the rate of engaged community members
- Advocacy is untapped — Power users want to help others and champion your product but have no structured way to do so
Why Uni8
Uni8 provides the infrastructure for scalable customer engagement:
| Challenge | Uni8 Solution |
|---|---|
| Rising support costs | Discussion spaces as self-service support forums |
| Trapped knowledge | Searchable news articles and persistent forum threads |
| Low feature adoption | Courses for product education and onboarding |
| Scattered feedback | Dedicated feature request space with structured discussions |
| Isolation churn | Member directory and community connection |
| Untapped advocacy | Events and recognition programs for power users |
How to Use Uni8
Phase 1: Unite — Create Your Customer Hub
- Build community portal — Use Page Builder to create a branded customer hub with knowledge base links and getting started guides
- Publish product content — Share tutorials, release notes, and best practices via News CMS
- Set up customer onboarding — Use approval forms to verify customers and segment by plan or product
Phase 2: Engage — Enable Self-Service
- Create support forums — Launch discussion spaces for Q&A, troubleshooting, and best practices sharing
- Add feature requests space — Dedicated space where customers can suggest and vote on features
- Build customer directory — Enable directory so customers can find peers by industry, use case, or company size
Phase 3: Interact — Deepen & Monetize
- Launch certification program — Create courses with quizzes and certificates for product mastery
- Host user events — Run product webinars, user conferences, and expert panels via events
- Create premium tiers — Use membership tiers for basic (free), power user, and enterprise community access levels
Key Metrics
| Metric | Target | How to Track |
|---|---|---|
| Support ticket deflection | >30% reduction | Compare ticket volume pre/post community |
| Community-sourced answers | >50% questions answered by peers | Analytics |
| Course completion rate | >70% | Course analytics |
| Feature adoption increase | >15% lift | Product analytics + community activity |
| Customer NPS improvement | +10 points | Periodic surveys |
| Customer retention lift | >20% for engaged members | Cohort analysis |