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Customer service is more than just fixing a part, answering a question, sharing a new shortcut or completing an upgrade. It’s about creating a better customer experience.
Customer service is the cornerstone of customer experience. It impacts how customers perceive your brand; before, during, and after the sale. And, the impact of social customer service on your bottom line is more than just cost savings from online self-service and peer-to-peer support – it influences purchasing decisions that drive revenue.
Social customer service is the intersection between customer service and social media. It connects your customers with people, both inside and outside of your organization, and with the information they need to solve problems and make better decisions. Social customer service empowers your customers to crowdsource support, share knowledge, discuss new ideas and connect with peers using today's most popular social tools and social networks.
Why does social customer service matter to your business? Your customers expect it. Today, 70% of online consumers expect businesses to try harder to provide excellent customer service online. And, the bottom-line impact of using social media for customer service is more than just cost savings; it influences buying decisions. A recent survey of tech buyers uncovered that customers use online resources to find 70% of the information they need before ever engaging with a sales person.
You know why social customer service is important, but how do you implement it in the real world? Here are some key ways that you can use online communities for social customer service that lowers costs and drives revenue:
What about Twitter and Facebook? Social customer service brings together emerging social channels and traditional channels. With the right social platform, you can combine conversations that are happening in social networks and other online properties into an online community that you own.
Even better? Telligent's enterprise social platform not only powers online communities with a complete suite of social tools, it also provides integration with your other enterprise software for CRM. That's right, you can give your customer care team a complete picture of the customer experience by connecting your online community with Salesforce.com, Twitter, Facebook and much, much more.
Free eBook - Social Customer Service: 7 Step Guide to Online Communities
Learn strategies for customer communities, key social customer service metrics to track. Read case studies from real world brands. See how AvidXchange cut support cases 60% within 12 months.
Free Whitepaper: 5 best Practices for Social Customer Service
Learn five best practices to improve the customer experience, lower costs and drive revenue in your online community supported by case studies from leading companies.
On Demand Webinar: Social Customer Service with Dell and Forrester Research
Watch this recorded webinar led by social media and online community experts from Dell and Forrester Research, Inc. to learn strategies for planning and implementing an online community, tips for ongoing community management and more.
Forrester Customer Service Report
Learn Forrester's strategies for implementing successful communities for social customer service. You'll get a road map for designing and then implementing your community based on trends from the latest consumer data.
Video: Social Customer Service at Kaseya
Watch and learn how Kaseya, a leading global provider of automated IT Systems Management Software, is delivering great customer service with its online community for peer-to-peer support, networking and sharing industry tips and best practices.
Customer Success Story: Dell TechCenter
Read how Dell delivers exceptional customer service on a global scale before, during and after the sale. With more than 300,000 monthly community visitors, it increased community Web traffic 30%, increased sales and improved its product R&D processes.
Blog: How Psion Fosters Open Innovation and Adaptive Ingenuity
Online communities for customer service span many use cases – ideation, expertise exchange, support Q&A and training, to name a few. Learn how Psion is cultivating a better experience for its customers by discovering the ins and outs of its community.
Wireframes: Get Inspired by These Community Layouts
When it comes to a great customer experience, having a well-designed and easy-to-use community is a key best practice. We've created these community design blueprints, known as wireframes, to give you some guidance in creating your own community design. Download these sample designs and use them as your own or get some inspiration to improve your current design.
Guidelines: Social Media Guidelines for Employees
Telligent is committed to ensuring that we engage in social media the right way. Our Social Media Guidelines have been written to empower employees to engage with customers and to develop a continued positive experience with our brand. They can easily be applied to any organization's social strategy.
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