Purpose: Assess where support is happening, what content exists, and how the community can help scale self-service and improve the support experience.
1. What are the top reasons members contact support?
List common support issues or questions based on ticket data or member feedback.
Tactics to address high-volume support needs:
- Create a searchable FAQ or knowledge base thread
- Pin common questions in relevant spaces
- Partner with your support team to identify repeat issues and proactively address them
2. What resources currently exist in the community to address those needs?
Inventory knowledge articles, tutorials, peer discussions, etc.
Tactics to enhance visibility and use of existing resources:
- Add links to relevant discussions or documentation in your welcome/onboarding flows
- Resurface existing content with new prompts or summaries
- Turn popular solutions into pinned, staff-verified threads
3. What gaps or friction points still exist?
Identify issues that remain unresolved or lead to tickets despite community activity.
Tactics to close support content gaps:
- Launch “Ask the Expert” threads to fill in content holes
- Tag SMEs or super users to respond to unanswered questions
- Collect recurring questions to create a community-first support hub
- How can members help each other?
4. How can members help each other?
Document where peer-to-peer support is already happening or could be encouraged.
Tactics to promote peer support:
- Recognize top solution providers with badges or shout-outs
- Encourage question-asking using templates or prompts
- Host a monthly “member-led help desk” open thread
5. Bridging to Other Pillars
How could your Operations work support or evolve into other COMPASE functions like:
- Education (turn FAQs into training)
- Connection (introduce peer troubleshooting groups)
- Product Feedback (flag recurring pain points for roadmap input)