Originally published at: https://www.feverbee.com/support-community/
In a support community, the community manager shouldn’t be dealing with spam or regurgitating information from one place (published product information) to members of the community.
Cheaper moderators and machines can do that.
A community manager should participate if they can only add remarkable value.
That might include:
Taking the time to truly understand the problem.
This means asking additional questions, clarifying the problem, getting to the core problem and ensuring your solution will uncover it.
Ensuring the poster feels they are treated as an individual.
This means empathizing with them, being specific to their situation, and responding personally to…