Business impact: To scale the quality and quantity of shared knowledge, businesses must ensure frictionless customer participation. Likes, replies, and follows create networks that increase the visibility of valuable knowledge and identifies gaps for new knowledge. Around 10% of customers are in this supportive mindset, benefiting both individually and collectively.

Scenario: A customer wants to help improve the depth and quality of shared knowledge.

Implementation: Facilitate deeper participation through discussions, likes, replies, and profile follows. This interaction helps network knowledge and profiles to identify what individuals and groups find most helpful and valuable. This feedback is critical for learning about customer needs and where knowledge gaps exist.

Outcomes:

• They feel a sense of belonging and achievement as they have a direct hand in improving the ecosystem, seeing their feedback comments help others. 
• Through likes, replies, and follows, they build a "digital resume" within the platform that marks them as a helpful, credible authority.
• They provide proof of a vibrant community as they create posts and discussions. 
• The community manager and other members tag them in content that they would like their input on.
• The community feels authentic as it is driven by real experts and qualitative feedback.

Example: As a new customer is being onboarded to use your product, they can ask questions directly of other customers, provide feedback on how useful they found resources, and follow topics of interest. This interaction helps customer support teams gauge how engaged individual customers are, allowing them to provide more targeted 1-on-1 support for less engaged customers.