When you’ve been successful in building a community that is well-acquainted with your brand and products it can become self-monitoring. This means when a question arises:

(A) community members may pipe in with an answer, thereby reducing the resources you dedicate to customer support

(B) it’s an indication that your community building efforts were not as robust as they could have been

(C) you can rely on the community space to provide answers, moderate discussions and correct any misinformation without supervision

(D) it should be viewed as a qualified sales lead and funnelled immediately to the sales team

 

Since audience members will sign in with responses to questions raised by other members, a well-informed community that is familiar with the brand and products becomes self-monitoring and decreases the time you contribute to customer service.