Ideally, members reply to each other’s questions.
You and your support team would be left with questions that are especially complex, unique, or involve the exchange of personal data to solve.
Sometimes that doesn’t happen. Most frequently, it’s because too few people have the expertise to answer the questions. Okta, one of our clients, is an example. Most responses come from staff today.
So if it’s still staff answering most questions, why not just ditch the community and continue with other support channels?
The answer is simple; search. Other people might find the answers being posted.
One good answer from a staff member might help just the original poster or it might help thousands of others looking for an answer to the same question. This in turn helps visitors get the answers they need faster, reduces support costs, and attracts more people to the site.