PDI Customer Success Story
Social Customer Service
PDI created an online community to connect customers for software support, expertise exchange and company updates. It reduced inbound support calls by 10% as well as its overall support costs, which enabled PDI to reallocate personnel to other business areas.
"Support is PDI's claim to fame and a critical part of what our community does. At our user conference, the support team usually addresses issues that we know customers are concerned about. After releasing PDI Connections, no customers came to us about any support issues at a recent event because they were already resolved in the community."