Resources

File: Social Customer Service Webinar

Chris Kee — Tue, 22 May 2012 20:37:00 GMT

Webinar: Tackle Social Customer Service with Industry Analyst and Experts

By using a social support community to reach your customers, you can achieve measurable ROI. In fact, the numbers are pretty amazing — 60 percent reduction in case load, 50 percent shorter turnaround time, 20 percent increase in site visit length* — these are the kinds of numbers that have a meaningful impact.

Watch the webinar recording of our guest speaker and leading customer service analyst Kate Leggett from Forrester Research, Inc. and customer care gurus from Cox Communications and Kaseya discuss strategies for enhancing B2B or B2C support with social media and online communities.

View the webinar and you'll learn how to:

Create strategies for multi-touch customer support
Build a thriving online support community
Pick the metrics that matter to measure your ROI

Continue learning about social customer service:

View the Social 101 eBook for a refresher guide on the social networks and tools organizations use to accomplish business objectives.
Access the Customer Service Toolkit for community wireframes, best practices guidelines, videos and more.
Download the HealthStream Case Study to learn more about how HealthStream reduces support calls and improves their products through online community collaboration.

*Metrics provided by Telligent customers – download the case studies for more information.

File: HealthStream Customer Success Story

Chris Kee — Wed, 16 May 2012 14:42:00 GMT

Problem: Enhance customer communications and reduce support costs

Solution: Built online support community to strengthen customer relationships and enable customers to crowdsource questions

Impact: Reduced support calls and enhanced products through collaboration

Page: test

Anonymous — Tue, 15 May 2012 13:07:00 GMT

Page: Customer Service

Anonymous — Mon, 14 May 2012 22:42:00 GMT

Communities We Like

Check out these communities for great examples of customer-driven support.

Voices to Follow

We recommend following these analysts and industry insiders for great perspectives on the social industry.

Kate Leggett, Forrester Senior Analyst and expert on customer service strategies
Adam Sarner, Gartner Research Director with a focus on and social CRM strategy and technology
SOCAP, Social Capital Markets organization that supports global innovators through its annual event series, media platform and online community

CUSTOMER SERVICE

Business is changing because your customers’ preferences for how they receive support and interact with your brand are evolving. Rather than call or email a contact center agent, for instance, a large percentage of customers now choose self-guided support that allows them to resolve issues in an online community with little or no interaction from your company. Trends show that call volumes decrease after the deployment of community, because your customers are helping one another. (See Forrester, "The ROI of Online Customer Service Communities".) We call this customer-driven support.

PUTTING YOUR CUSTOMER FIRST

Resolving customer complaints quickly is one of the keys to customer-driven support. If you can increase First Contact Resolution (FCR) by reducing the volume of repeat calls to agents, you can improve customer experience and lower support costs.

Is your customer care team able to resolve most customer issues in one contact? Consider this: 70% of customers who have problems with products or services are already in a rage by the time they talk with customer-service employees, according to research by Customer Care Measurement & Consulting.

Telligent Community provides the resources that your customers and your customer care teams need to solve problems fast. It supports community interactions with wikis, blogs, forums and galleries that connect people to one another and to information. Because Telligent Community is built on an enterprise social platform, it also integrates with your existing customer service IT systems such as knowledge management software. Having access to the community's answers as well as your company's knowledge base increases agents' ability to solve more complex issues quicker and more completely.

BUILDING AND MAINTAINING RELATIONSHIPS

One of the best ways to reduce support calls: help your customers build relationships with one another. Give your customers the ability to ask each other for assistance. Consider implementing an online support forum.

Online support forums provide a venue for your customers can talk to each other, which allows them to bypass customer support for help with easy issues. With Telligent Community customers can rank forum posts, so it's easy to see which answer is the most relevant and accurate. Plus, "Super Users" are more active when they can see that their content is highly ranked by their peers. As a result, they post more information in the community and solve more problems which mean that your company has more high-quality content to offer customers.

What if your executives had the ability to react to customer concerns directly? Executive blogs and support blogs are good methods for reducing support calls. In response to a particular product issue or in advance of an anticipated increase in call volumes, like a scheduled outage for maintenance, company executives or customer care managers can author blog articles to address hot issues before they escalate. This one-to-many approach is an effective way to address a large audience of customers with a consistent message while empowering customers to voice their opinions.

DELIVERING WORLD CLASS CUSTOMER SERVICE

If you create a direct path for your company to listen to what your customers are saying, how could that drive support for CRM initiatives and product innovation?

The February 2010 CMO Survey presented by Duke's The Fuqua School of Business and the American Marketing Association revealed that nearly 20% of marketing dollars will be devoted to social marketing by 2015. Customer service and marketing are intertwined; solving customer problems, making customers happy, and harnessing influencers' conversations about customer experience is marketing.

Ready to create a better customer experience and watch your business grow? Start by stating clear objectives for your online customer service strategy. In our World Class Communities thought leadership series you will learn the characteristics of a world class community and the key strategies you need to adopt in order to create your own. Additionally, you can explore our ever-growing list of educational tools and resources below.

CUSTOMER SERVICE RESOURCES

Video: What is Telligent Community?

Watch and learn how Telligent Community can help you achieve your business objectives for improving customer support, building brand loyalty, strengthening member networks and more.

Customer Success Story: Kaseya

Meet Kaseya, the leading global provider of automated IT Systems Management Software. Kaseya took their customer service experience to the next level with an online social community that enhances support, drives product development and attracts new clients.

Blog: Tyler Tech Gets Social with Clients to Enable Customer-Driven Support

Cecilia Edwards, Telligent Senior Vice President of Client Services, talks about how Tyler Technologies is providing its clients with an open, easily-accessible support community to troubleshoot software issues and collaborate with peers. A leading provider of software and services for local governments, Tyler Technologies encourages its clients to offer feedback and ideas that the company can incorporate into product enhancements.

Wireframes: Get Inspired by These Community Layouts

When it comes to a great customer experience, hosting 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: Teach your organization how to maneuver in the social space

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.

File: Telligent Social Suite for Microsoft SharePoint

Chris Kee — Thu, 03 May 2012 16:24:00 GMT

Page: Social Starter Toolkit

Anonymous — Wed, 02 May 2012 20:24:00 GMT

Page: Social 101 eBook

Anonymous — Wed, 02 May 2012 20:22:00 GMT

File: Social 101 eBook

Chris Kee — Wed, 02 May 2012 19:49:00 GMT

Social can be daunting for businesses. It’s tough to get your arms around the basic concepts and figure out where to get started.

To help jumpstart your journey to learn more about the social ecosystem, flip through the Social 101 eBook. You’ll get a basic overview of these social tools, plus tips from industry experts on how to accomplish your business objectives with social:

Social networks (like LinkedIn and Twitter)
Social applications (such as wikis and forums)
Online communities

File: Telligent Connect for Sitecore Overview

Chris Kee — Tue, 24 Apr 2012 18:47:00 GMT

Forum Post: RE: Feedback welcome!

martin_style — Mon, 16 Apr 2012 10:32:00 GMT

Welcome to telligent

File: Guild of Sommeliers Customer Success Story

Chris Kee — Mon, 09 Apr 2012 14:30:00 GMT

Challenge: Create online community for wine professional to network and share knowledge with peers

Solution: Foster member education and peer networking in a global online community

Results: Increased membership sevenfold over four years through social engagement and knowledge sharing

File: API Healthcare Customer Success Story

Chris Kee — Fri, 30 Mar 2012 21:10:00 GMT

Problem: Replace legacy support portal with social community to enable peer-to-peer support and encourage professional networking

Solution: Launch a social community to support clients, enable client networking and collaborate on product development

Impact: Established online support community while enhancing client relationships and enabling collaborative product innovation

File: Microsoft SDPS How To Guide

Chris Kee — Fri, 30 Mar 2012 15:39:00 GMT

Page: Enterprise Toolkit

Anonymous — Wed, 28 Mar 2012 14:50:00 GMT

File: InnovationCast Webinar

Chris Kee — Thu, 22 Mar 2012 22:22:00 GMT

InnovationCast: Discover the Power of Collaboration

Innovation is a hot priority for businesses today. According to the Boston Consulting Group’s Executive Innovation Survey, 72% of business executives stated that innovation is one of their company’s top three strategic priorities.

At Telligent, we understand the importance of innovation, and that is why we recently announced the offering of an ideation and innovation management solution – InnovationCast™. This product supports open innovation and is the only ideation and innovation management solution built on an enterprise-grade platform for social collaboration.

Learn how you can accelerate your organizations ability to innovate by viewing our recent InnovationCast webinar. Watch as Telligent’s Vice President of Product Management, Scott Kirkland, and Senior Vice President of Client Services, Cecilia Edwards, take you through an informative walk-through of innovation management. During the webinar, you will be given an introduction to open innovation, an overview of InnovationCast, a brief product demonstration, and a review of best practices for implementing innovation solutions.

File: InnovationCast Overview

Chris Kee — Thu, 22 Mar 2012 19:55:00 GMT

InnovationCast Brochure

Page: Telligent Company Overview Video

Anonymous — Tue, 20 Mar 2012 19:42:00 GMT

File: AvidXchange Customer Success Story

Chris Kee — Fri, 02 Mar 2012 22:45:00 GMT

Problem: AvidXchange needed a way to reduce inbound support cases and provide customers with continuous training.

Solution: It created a hub for support, product training and customer engagement that’s accessible 24/7 with a support community.

Impact: AvidXchange decreased support cases 60% within 12 months.

File: Telligent Enterprise Product Overview

Chris Kee — Thu, 23 Feb 2012 20:14:00 GMT

File: Telligent Community Product Overview

Chris Kee — Thu, 23 Feb 2012 20:11:00 GMT