Enabling On-Demand Expertise to Drive Revenue for Your Business

Enabling On-Demand Expertise to Drive Revenue for Your Business

If you’ve built a following of website visitors and users, one of the chief challenges you face in monetizing your business without alienating your following. Subscriptions and ad revenue are reliable go to’s, but don’t represent all of the monetization opportunities available. There is a third option rarely leveraged by businesses at scale:

on-demand expertise and support.

 

 

If you’ve built a following of website visitors and users, one of the chief challenges you face in monetizing your business without alienating your following. Subscriptions and ad revenue are reliable go to’s, but don’t represent all of the monetization opportunities available. There is a third option rarely leveraged by businesses at scale:

on-demand expertise and support.

 

 

What is on-demand support?

Some of the best examples of successful On-Demand Support would be highly rated user conferences and tradeshows are essentially on-demand support channels for attendees to get the answers and insights they need to improve their businesses. The speakers are the experts that, one way or another, are promoting the use of products and workflows for getting things done. These events come with a significant investment – potentially thousands of dollars when you factor in travel, conference passes and hotels.

On-demand support is providing a channel between users in need of expertise or help everyday. But instead of a meetup or conference, these are personalized, 1:1 interactions happening with greater effectiveness at a fraction of the cost for the user and free for your business.

What is on-demand support?

Some of the best examples of successful On-Demand Support would be highly rated user conferences and tradeshows are essentially on-demand support channels for attendees to get the answers and insights they need to improve their businesses. The speakers are the experts that, one way or another, are promoting the use of products and workflows for getting things done. These events come with a significant investment – potentially thousands of dollars when you factor in travel, conference passes and hotels.

On-demand support is providing a channel between users in need of expertise or help everyday. But instead of a meetup or conference, these are personalized, 1:1 interactions happening with greater effectiveness at a fraction of the cost for the user and free for your business.

When On-Demand Needs Arise

Whether it is hoping to learn more about a topic on your health blog or troubleshooting a coding issue, users are turning to your site or app for support or to learn. These are the moments where your content has done a great job to bring them in, but may not be specific enough to help them accomplish their objective.

Enter, on-demand support. Having experts, coaches or team members to help these users when they need it represent a tremendous revenue opportunity for your business.

When On-Demand Needs Arise

Whether it is hoping to learn more about a topic on your health blog or troubleshooting a coding issue, users are turning to your site or app for support or to learn. These are the moments where your content has done a great job to bring them in, but may not be specific enough to help them accomplish their objective.

Enter, on-demand support. Having experts, coaches or team members to help these users when they need it represent a tremendous revenue opportunity for your business.

Users Invest in On-Demand Support

When timeliness is critical, and especially in a business to business setting, users are willing to invest a reasonable amount of money to get an answer rather than spinning their wheels and investing a lot of time researching potential solutions on their own. These ad hoc, one off needs have a clear return on investment: “For either x-many dollars or x-many hours, I can get from point A to point B.”

Users are also more likely to connect on an ad hoc basis than registering a long term subscription when their anticipated needs or questions are limited. It’s a predictable cost for the desired outcome.

Unfortunately for users, most businesses gate their most experienced team members behind subscription walls or costly managed support packages. Leveraging the community is limited to posting public questions and receiving non-specific replies in an unpredictable amount of time. It’s a frustrating user experience but an opportunity for businesses that create an avenue for receiving on-demand support, help, expertise or advice.

Enabling On-Demand Expertise & Support

Enabling On-Demand Expertise & Support

Building a Pool

Recruiting a supply of available expertise requires finding the right individuals with the right level of knowledge and experience to help other users. These could be employees or external users. For health and wellness oriented content sites, these could be credentialed professionals and coaches. For software companies, these could be power users or solutions engineers. For productivity apps, these could be subject matter experts in organization and project management.

Managing Coverage

A chief challenge with implementing on-demand support is ensuring there is broad coverage for whenever a user might need help. One of the advantages of leveraging your community of users as experts is their distribution around the globe and increased likelihood of 24-hour coverage. Being able to quickly spot gaps is also important as you build out your expert pool.

Enabling Engagement

Users should be able to readily identify available expertise and support to increase engagement. For example, if you already have a community or forum setting for users, providing access to real-time connections with experts within posts, topics or expert profiles would meet the user where they are likely looking for answers.

Facilitating Conversation

Bridging the conversation between users and experts should be seamless and in real-time. Users are less likely to attend meetings scheduled for the future than when requesting a call for right now. Users need to be able to quickly choose an expert and connect over video, screen share or voice.

Evaluating Performance

Similar to any marketplace, users are more likely to engage with experts when they have been recommended or have been given glowing reviews. By leveraging existing rating methods, such as contributions, in combination with expertise interactions and bringing to light to users when they are searching for a solution, you are able to drive increased interactions.

Benefits

There are numerous, tangible benefits that result from connecting users with experts, coaches or power users using SkillSpring.

Benefits

There are numerous, tangible benefits that result from connecting users with experts, coaches or power users using SkillSpring.

Your Business Benefits

Organizations that lean into their network of power users, subject matter experts, contributors and employees are able to unlock a tremendous wealth of perspective and knowledge that could benefit the timely needs or questions of their users, visitors or customers. Just ask anyone successful in sales and they will tell you that meeting prospective customers in the time their need is top of mind or most pressing is a key driver to successful revenue generation. Here are some of the compounding benefits.

Your Business Benefits

Organizations that lean into their network of power users, subject matter experts, contributors and employees are able to unlock a tremendous wealth of perspective and knowledge that could benefit the timely needs or questions of their users, visitors or customers. Just ask anyone successful in sales and they will tell you that meeting prospective customers in the time their need is top of mind or most pressing is a key driver to successful revenue generation. Here are some of the compounding benefits.

Increased Revenue

There is power in large numbers when it comes to community engagement. For companies with more than 100,000 users, a 0.10% paid engagement rate with experts can represent tens of thousands in revenue per month, depending on your specific industry.

Improved Retention

By providing users with the personalized help they need when they need, fewer will leave your site or app because of reduced frustrations or value.

Increased Differentiation for Your Brand

If your community is made up of renowned experts, providing access to their support or expertise provides a unique positioning for your brand when compared to other sites or apps.

Better User Support

Providing hands on, in the moment support for users with experienced power users, experts or coaches will net out to be a more positive experience than back and forth tickets, community forums or connecting with your least experienced team members.

For Product Companies

For software or mobile app companies, the benefits of connecting users with power users and experts extends to shaping the product itself.

Increased adoption and discovery

Sometimes addressing a user’s objective requires the creativity or nuance that comes with using a tool or working in an industry long enough. By connecting users with more advanced power users, these learned workflows can be relayed between generations of users, increasing the value and impact your tool is having on their business. This increases retention further.

Direct user feedback

Getting visibility into specific reasons why users like or hate specific parts of your software can be elusive. It’s easy to identify users that are frustrated, but coming up with solutions requires understanding the root of the pain point. By connecting with customers over a screenshare or video conversation, understanding the root of their frustration and creating a solution is easy.

For Product Companies

For software or mobile app companies, the benefits of connecting users with power users and experts extends to shaping the product itself.

Increased adoption and discovery

Sometimes addressing a user’s objective requires the creativity or nuance that comes with using a tool or working in an industry long enough. By connecting users with more advanced power users, these learned workflows can be relayed between generations of users, increasing the value and impact your tool is having on their business. This increases retention further.

Direct user feedback

Getting visibility into specific reasons why users like or hate specific parts of your software can be elusive. It’s easy to identify users that are frustrated, but coming up with solutions requires understanding the root of the pain point. By connecting with customers over a screenshare or video conversation, understanding the root of their frustration and creating a solution is easy.

Finding Your Experts

Inside Your Organization

Some of the most knowledgeable people in your business’s industry or vertical topic can be found within your organization. These are your most passionate employees or team members. By enabling their availability to your users and visitors, you are adding a revenue driving channel to roles that may otherwise be cost centers.

Inside Your Organization

Some of the most knowledgeable people in your business’s industry or vertical topic can be found within your organization. These are your most passionate employees or team members. By enabling their availability to your users and visitors, you are adding a revenue driving channel to roles that may otherwise be cost centers.

Outside your organization

There are two major challenges when it comes to supporting your users with internal team members: Bandwidth and first-hand experience. Leveraging power users and subject matter experts outside of your organization, though, can help you overcome these challenges.

Bandwidth

Rather than increase your overhead with additional support resources, begin leveraging your must larger network of users, contributors and customers. Though their availability may be a bit more disjointed, you will likely have better, around the clock availability by tapping your user base. Not only that, but users outside of your organization are leveraging this as a side hustle, extending their availability well beyond working hours.

First Hand Experience

While your employees are certainly going to toe the company line, they are less likely to have practical first hand experience on par with your daily users. This is especially the case with new customer success team members. By leaning on your network of power users, you are able to provide real world experience and nuance to solution for your users. It’s like leveraging your brand’s promoters at a conference.

Identifying External Experts

Finding external spokespeople is actually a lot less daunting than you may think. For software companies, a simple NPS survey would help you identify users likely to sing your website, brand or apps’ praises. A little more digging into their contributions to your community or app usage to qualify for knowledge and quickly you have a pool of external power users ready to help your community. For publishing or content sites, identifying frequent contributors or commenters.

Skillspring for On-Demand Support & Expertise

SkillSpring makes it easy for your business to manage a pool of recruited experts, distribute payments between multiple parties, visualize support coverage and enable real-time connections and availability within a single UI.

With just 2 lines of code, these connections are readily enabled across your website and your business can be driving revenue on the first day of implementation. All of this while only enhancing the experience and personalization users have while engaging with your brand.

Create Your Free Account

Skillspring for On-Demand Support & Expertise

SkillSpring makes it easy for your business to manage a pool of recruited experts, distribute payments between multiple parties, visualize support coverage and enable real-time connections and availability within a single UI.

With just 2 lines of code, these connections are readily enabled across your website and your business can be driving revenue on the first day of implementation. All of this while only enhancing the experience and personalization users have while engaging with your brand.

Create Your Free Account