Utilizing Community Forums to Improve Customer Engagement and Issue Resolution

Support agents can leverage community forums to enhance customer engagement and accelerate issue resolution by actively participating in discussions, sharing expert knowledge, and providing timely responses to user questions. Forums foster peer-to-peer support, which can reduce ticket volume and help agents identify recurring problems or feature requests. Agents should monitor forum activity regularly, highlight helpful user contributions, and escalate unresolved issues to the appropriate internal teams. Encouraging customers to use forums also builds a collaborative support community, promotes transparency, and empowers users to find solutions independently. For more information, visit https://www.zendesk.com/help-center to access community forum guidelines and best practices.