What did you do the last time something broke? Did you pick up the phone and call customer service? Probably not. According to Forrester Research Inc., 70% of online consumers expect businesses to try harder to provide superior online customer service. Today that includes an online community, emailing support or jumping on Twitter. Channels for support are multiplying, and customers are looking for help in a growing number of places. Businesses know that a good customer experience is critical to their company’s success. But so often they miss mark.
Curious as to the part online communities play and how a social customer service community could benefit your organization? To gain a better understanding, Rob Howard, Telligent Founder and CTO, gives Business2Community five tips for using online communities for customer service. Read the full article and hopefully you'll take away a tip or two that helps your community.
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