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Kelly_L
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Models for integrated community + web support site

We are a large B2B software company, looking to integrate our communities more deeply with our customer support web site.

 

Does anyone have visual models, papers, articles, posts etc that show at a high level how community can/should exist within a web-based support site, alongside more static resources like documentation, etc? Looking at conceptual level for now, to help illustrate the concept. Right now, our communities are seen as, and function, very separate from our web sites.

 

Thank you!!

 

On the hunt for community best practices
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Retired Community Manager JulieH
Retired Community Manager

Re: Models for integrated community + web support site

Hi @Kelly_L  welcome to the Lithium Community!

I've reached out to our team to see if anyone has some helpful external resources to share. Hopefully some of our existing customers will have insights to add as well.


Cheers,

===============================
Julie Hamel - Global Community Manager

New to the community? Can't find where to post? Visit our guide to the new Lithium Community.
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Honored Contributor Honored Contributor
Honored Contributor

Re: Models for integrated community + web support site

Hey Kelly. HP links to the Support forum as part of the Support contact options.

http://www8.hp.com/us/en/support.html
http://h10025.www1.hp.com/ewfrf/wc/product?product=1838358&lc=en&cc=us&dlc=en&lang=en&cc=us
(right nav bar)

https://h22207.www2.hp.com/us-en/contact-hp/product/HP-Pavilion-w5320la-Desktop-PC/model/ER870AA

I am not sure if this is what you meant by integrated?

Cheers
Wendy
Learning from others and helping where I can!
Community Passionista!
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Kelly_L
New Commentator

Re: Models for integrated community + web support site

Thank you!!
On the hunt for community best practices
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Honored Contributor
Honored Contributor

Re: Models for integrated community + web support site

We currently list our Community as the first option in the sidebar of our support pages for "contact us".

And we point to individual boards within the Community under a large portion of our articles.

 

IE : For any questions ask our community.
Linked to either a device or product specific board to land people in the right spot.

 

We've also implemented tags and labels in preparation for the next redesign of the support pages (wherever that might be) to pull in accepted solutions matching the topic being viewed.

 

Once we're moved onto 14.10 and can use LiQL in the new API the options will be even better to beacon content out.

Community Care Manager
Vodafone Australia
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Honored Contributor Honored Contributor
Honored Contributor

Re: Models for integrated community + web support site

Our community is just B2C at the moment so may not be that useful however, here are some of the things we did/do:

 

* Federated search on our main support site, its crude and basic but we get traffic, but it does need work on it as its not amazing, when you click the community tab your given the top community search results:

search.png

 

* Contexual community content in our support pages, we have a dynamic widget which is either in the right nav or footer depending on content type which will display contexual content in all content:

article.png

 

* Community content pushed via main navigation flows in support site, this is the main navigation "content discovery" outside of search which is on all our main product landing pages, once they get to an end point relevant content is displayed "if we have any in community":

navigation.png

 

All of the above have had significate impact in helping drive consumption of community content and overall traffic. 

 

Hope this helps or give you some food for thought, given the time and resource you could do all kinds of cool things Smiley Happy

 

 

 

 

Stephen



My latest Ideas: Vanity URL Manager l @mention Roles l  LSW Password Policy


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