Is having a community becoming a game-changer for companies in the AI era?

It depends on the product, but I will tell you what drives me crazy (and you can build your approach around it).

Anytime I have a problem and try to reach out to support (and AI bot replies to me but does not give the answer to my question).

I want to speak to a human because the more I will probably receive the answer I want to hear/read.

(When I reach out to the customer support, it is because Google hasn't helped, and AI hasn't given me the expected answer.)

Invest in community and human support :)

Not gonna lie, sometimes I join communities even before trying the product.

I completely agree, Helga. With so much automation and noise out there, it’s refreshing to see companies creating spaces where people can actually connect and share real experiences. As a user, yes a community like this would definitely build trust. It shows the team is listening, open to feedback, and willing to engage beyond just selling a product.

Personally, I love spaces where I can see real questions, honest answers, and creative ways others are using the same tool. It feels less like a transaction and more like a shared journey.

Would love to see more products take this route!

I've noticed that too. Companies with active communities seem to grow faster.

@helga_impalpable - you are spot on. In an AI dominated world; a community that promises authentic human conversations would be a game changer for businesses.

I've spent 20 years building large communities from scratch and currently building a community platform (soon to launch on PH) that exactly does what you wished for.

TBH, I had a very frustrating experience with community platforms that put 100% focus on 'Discussions'. Our platform offers Discussions, Articles, Changelog, Feedback, Quiz, Jobs and more - out of the box.

I've sent a connection request on LinkedIn; and I'd love to chat.

Thank you for highlighting this pivotal fact @helga_impalpable

In my humble opinion, we live in a world where AI is everywhere and can feel a bit impersonal. In this regard a community feels more important than ever. It's the one place where you can't automate trust or authenticity. For founders, it's a direct line to the people who truly care about what you are building.

Really resonates, Helga. In a world where so much is automated, community adds back the human layer people are craving. It’s not just about features anymore — it’s about how open, transparent, and engaged a company is.

A space where users can share ideas, give feedback, learn from others, and feel heard? That builds real trust.

Personally, I really value communities like this. When done right, they don’t just support the product — they become part of the product experience.

Absolutely, Helga I do think community is becoming a differentiator, especially in the AI space where trust is hard to build and easy to lose.

As a user, I definitely pay more attention to companies that have active, transparent communities. It shows they’re listening. And yes, I’d 100% value a space where I can learn from other users and see the team respond in public. That alone builds trust faster than any ad campaign.

Your ideas for the forum structure are spot on.

I especially like:

• Wishlist: great for transparency and user morale

• Changelog: keeps us feeling like progress is happening

• Pro Tips & Real Use Cases: probably the most valuable, since that’s what turns features into outcomes

Would love to see more products invest in this not just as a help desk, but as a living extension of the product experience.

Really depends on what the context and implementation of the "community" looks like.
As a software engineer, I like having access to a community, but way to often I end up with issues.

- It's on Discord, it's not easily searchable. I can't find solutions to the problems I'm facing. I think this is a huge issue where a lot of knowledge that in the past would have been in a GitHub issue or on StackOverflow are disappearing into the guts of a non-indexed pit.
- It's run by "ambassadors" or non-employees primarily. Who, while helpful, sometimes don't have the full picture of what's going on. Come across official communities where no employees within the company are active at all.

Communities are rarely the reason why I'm picking one thing over another. I typically end up joining because I have an issue, am super into what they're doing, or want to get a ping when an update is released.

Funny how in the AI age, we’re all suddenly craving human connection like WiFi in a desert! Communities won’t magically make me trust a company, but IMO, it's a powerful signal that a company values real human connections - both online and off. And they’re like the ‘proof of life’ in this bot-dominated world.

I'm all for communities that bridge the gap between users and creators. In fact, LOVE IT! There's something special about interacting with the actual people behind a product, sharing ideas, and seeing real-world use cases. It transforms a transactional relationship into something more collaborative and human.

And can we talk about customer service? Nothing says ‘we value you’ like getting stuck in an endless loop of “I’m just a humble bot, let me transfer you…” 😅 It really sucks.