Community management support
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Our experienced team supports your Community management as needed or completely adopts particular support levels – from simple user requests up to the de-escalation of business-critical cases. Within our company we have established specific processes which guarantee fast, efficient and cost-effective troubleshooting.
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High level of competence and effectiveness because of 6 years of experience with citizen journalism
The community managers of our support team have more than 6 years of experience in dealing with over 150,000 citizen journalists. They are experts when it comes to the creation of user satisfaction and loyalty, to process improvements in user questions or to the handling with violations of rules and trouble makers. Our competent team provides support in any situation:
- Are you standing right before the launch of an online portal for citizen journalism and have not yet got the resources for the necessary animation measures within the community? Besides the competent processing of incoming user requests, our effective first level support takes on the pro-active user care and animation directly on the portal for you. Our second level support takes over all complex cases.
- Does your Community management lack some important expertise for the skilful handling with complex cases or developments in the community? The community managers of our second level support provide competent advice and take on all second level support cases of your community too, if desired.
- With regard to further questions and business-critical cases, our experienced community managers of the third level support are the right point of contact.
Effective and efficient services for the management of your community
First level support |
The first level support is the first point of contact for all incoming user requests. Our effective support team guarantees short response times:
Well proven processes that are based on text modules and concrete recommendations for all standard questions and problems ensure the quick classification of the requests as well as the fast solution of a large number of problems. The first level support answers questions of how to use the portal, provide professional help with technical problems and solve simple cases of violations of terms and conditions and copyright infringements. In more complex or not yet standardised cases, the first level support receives assistance from the second level support. |
Second level support |
The second level support assists the first level support by taking over complex requests as well as by developing robust text modules and concrete recommendations for not yet recorded cases. New solutions are accordingly entered into the relevant documents, ensuring the first level support team to acquire this crucial knowledge. If a request is too complex and the second level support team does not have the necessary know-how to handle it, it is forwarded to the third level support. |
Third level support |
The third level support is represented by experienced community managers and is the highest level of escalation. It handles business-critical cases and forms the ideal point of contact for further-reaching questions. |
Complete takeover of support levels
| Service | Conditions |
| Takeover of your first level support by our effective support team | Fixed price per month: 1500,- €*1 |
| Special package for the start-up phase: Takeover of the entire first and second level support (including the pro-active animation and supervision of the developing community on the portal) | Fixed price for 2 months: 5000,- €*2 |
| Takeover of your second level support by our experienced community managers | Fixed price per month: 1000,- €*3 |
Assistance for your support team on a case-by-case basis
| Service | Conditions |
| Support and advice of your second level support by our experienced community managers, as required | Hourly rate: 125,- € |
| Support and advice of your third level support by our experienced community managers, as required | Hourly rate: 150,- € |
*1 Price includes up to 200 actions per month by our first level support. Our experience has shown that with approx. 200 actions per month the launch of an online community for citizen journalism can generally be supervised very well. Nevertheless, the offer is also suitable for communities which already exist since a longer time. Experience with an online community of approx. 10,000 reader reporters shows that on average around 150-200 actions emerge per month.
*2 Price includes up to 250 actions per month by our first level support and up to 20 actions per month by our second level support. Our experience has shown that with approx. 250 actions per month the initial start-up phase of an online community for reader reporters can generally be supervised and promoted very well.
*3 Price includes up to 20 actions per month by our second level support. Our experience has shown that with approx. 15-20 actions per month the launch of an online community for citizen journalism can generally be supervised very well. Nevertheless, the offer is also suitable for communities which already exist since a longer time. Experiences with an online community of approx. 10,000 citizen journalists show that on average around 20 actions emerge per month.