The first step in getting closer to a customer is to go beyond their needs and understand their problem. This has been made easier for you in Zoho Support with the latest feature, Forums Add-on. Forums Add-on helps you setup a result oriented online customer community where its members can share ideas, report problems & ask questions in addition to other discussions under a single roof.

The forums Add-on would be an advantage for two reasons. One, it would be be of immense help to those who wanted that little help from you and two, for better management of your support costs.

Infact, support does not end with your agents. You'd be surprised of how many customers know more about your product than your support staff actually does. So let your customers help out each other and this kind of customer engagement is one of the easiest ways to build customer loyalty.

Forums Add-on also facilitates you to interact directly with your customers and constantly improve their experience. Moreover, you can stay in control of the conversations happening around your brand, products and services. 

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With Forums Add-on you can, 

• Make product announcements 

• Start a discussion thread 

• Engage customers with Q&A

• Manage product roadmap with Idea voting

• Update status to let the community know your plans ​

• Convert forum posts as requests and track them to close