Organizations constantly seek innovative ways to improve customer support, while at the same time lowering customer support costs. More and more, departments are asked to drive growth, despite reduced headcounts and budgets. So how can you do more with less, and faster than the competition?

Telligent founder and CTO Rob Howard explores the value that user generated content provides support organizations, the advantages of online support communities and how to best monitor performance and ROI, providing a clear motivation to invest in an online user support community.

Collaboration platforms enable structured community-driven support systems. In addition to customer support objectives, these systems have the added benefits of:

• Leveraging user generated content to spur innovation

• Streamlining time management among employees

• Communicating with prospects and customers to gain market intelligence

Howard introduces online community types and discusses the value of user generated content. He then dives deep into the importance of measuring engagement inside and outside your online community - and how that translates into measurable ROI, increased customer satisfaction and reduced costs.

Download the white paper, Lower Costs through Online Support Communities.