Deliver Exceptional Customer Support on Discord

This is a guest post by Mava, a customer support platform for community-driven companies

With over 150M monthly active users, Discord has become one of the most popular communications platforms globally, particularly for communities in the web3, gaming & software space.

In this blog post, we will show you how to deliver exceptional support on Discord:

1. To enhance the customer support experience on Discord, first, optimize your server. Create dedicated channels for different topics, including support.

   
   

   

In the private support ticket channel, you can provide context on when you want users to open tickets (e.g. only for billing and account related questions). The public channel is an excellent place for users to assist each other, as well as for answers to be visible and referenceable in the future.

2. Use AI & Automations

   
   

Incorporate automation and bots into your customer support strategy. Automation can help streamline repetitive tasks, such as ticket categorization or initial response templates, saving valuable time for your team. 

You can use more advanced AI bots to respond to user queries in either private tickets or public support channels.

More advanced Discord ticketing bots will allow you to add conversational forms to collect relevant data from users, such as email address, company name, game version or user ID. This saves your team tons of time going back and forth collecting relevant information and waiting for users to respond.  

3. Track Metrics
   
   

In order to improve your support and your product more broadly, it’s crucial to keep track of support metrics such as customer satisfaction score (CSAT) and response times, as well as what customers are asking about. Customer support platforms can help you keep track of these metrics, as well as allow you to tag your tickets to identify common support themes and problems, which can help you prioritize your product backlog or improve your support content. 

4. Build a knowledge base

A knowledge base serves as a self-service resource for customers, empowering them to find solutions to common issues on their own. By providing accessible and well-organized information, you can reduce the volume of support tickets and improve customer satisfaction. Many Discord servers have an “FAQ” channel, with links to FAQs.

When using tools like Mava, you can automatically improve your knowledge base each time you respond to customers so you never have to answer the same question twice.

5. Bonus: Provide Omnichannel Support

While this post revolves around support on Discord, to provide a great overall customer experience, it's essential to offer omnichannel support that allows customers to reach out to you through various channels, such as your website or app, or other social media platforms. This strategy ensures that customers can utilize their preferred communication method and receive assistance promptly.

About Mava

Mava is an AI-first customer support platform that connects to your community channels. Manage support requests from a shared inbox, track metrics and use AI to automatically respond within private tickets & public Discord channels, 24/7, in 100+ languages.