Very interested to hear if/how B2B tech vendors are using Communities to support Customer Success, particularly at Digital Scale, vs. as a low cost means of deflecting Support tickets.
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Love this question,
At Gainsight, we absolutely see Community as more than ticket deflection. Specifically for its role in Customer Success, I described it this way just last week:
Note that CS and ticket deflection (aka Support) are only two roles that a community can play. The SPACES Model is excellent at showing the full spectrum: