Creating a Community for your customers
Seeker 
Hi!
I just discovered this community in The Customer Conference and found it really great and useful for all of us working in this industry so I decided to give it a go with a first question:
I work in a location intelligence SaaS startup in Spain, our tool supports mainly the retail industry and helps them take informed and data based decisions when it comes to location planning and everything related to the retail strategy.
Our tool is a bit complex as it has many different features and possible use cases and something we struggle with is being able to show our clients all the potential and value they can take from it as they usually just use the most basic features.
We provide a lot of training, help center, in app chat, support system and are thinking about hosting webinars but sometimes it is not enough.
We tried some time ago to create a community where our clients can talk peer to peer and share their questions and learnings with the tool but it didn't really work. We did it trough a slack channel (many of our clients didn't know that tool so doesn't come natural to them to use it) but they didn't really interact or even connect.
So, my questions are: do you have a community for your customers in your company? does it work and help them engage more? which tool do you use? what do you do to make them participate?
Thanks so much for your help!
I just discovered this community in The Customer Conference and found it really great and useful for all of us working in this industry so I decided to give it a go with a first question:
I work in a location intelligence SaaS startup in Spain, our tool supports mainly the retail industry and helps them take informed and data based decisions when it comes to location planning and everything related to the retail strategy.
Our tool is a bit complex as it has many different features and possible use cases and something we struggle with is being able to show our clients all the potential and value they can take from it as they usually just use the most basic features.
We provide a lot of training, help center, in app chat, support system and are thinking about hosting webinars but sometimes it is not enough.
We tried some time ago to create a community where our clients can talk peer to peer and share their questions and learnings with the tool but it didn't really work. We did it trough a slack channel (many of our clients didn't know that tool so doesn't come natural to them to use it) but they didn't really interact or even connect.
So, my questions are: do you have a community for your customers in your company? does it work and help them engage more? which tool do you use? what do you do to make them participate?
Thanks so much for your help!