Resources

File: Introduction to Social

Elena Savvides — Mon, 06 Feb 2012 14:12:00 GMT

What is Social? How can it help my business? This video provides a brief overview.

File: AICPA Customer Success Story

Chris Kee — Fri, 03 Feb 2012 16:16:00 GMT

AICPA needed to ensure a strong pipeline for the profession and build awareness of the AICPA. They built association loyalty through social networking and collaboration. They decided to launch This Way to CPA, a targeted, online community for college students studying accounting. To learn more about how the platform helped AICPA accomplish this, download our customer success story.

Page: Enterprise Toolkit

Anonymous — Mon, 23 Jan 2012 18:40:00 GMT

Page: Customer Service

Anonymous — Mon, 23 Jan 2012 12:28:00 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

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.

Analyst Report: Customers Demand Greater Attention Through Online Service

Forrester, a leading business analyst company, discusses how organizations strive to differentiate themselves by delivering an outstanding customer service experience in a climate where customer expectations are rising dramatically.

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.

Page: Associations

Anonymous — Wed, 11 Jan 2012 22:30:00 GMT

Page: Social Starter Toolkit

Anonymous — Wed, 11 Jan 2012 22:25:00 GMT

Forum Post: Nice to meet All

ElizabethLadv — Wed, 11 Jan 2012 14:42:00 GMT

Hello!

Learn and learning, i joined this community. Thanks for share, all.

Regards,

Forum Post: Hello!

ezeeekart — Wed, 11 Jan 2012 05:00:00 GMT

Hello! everybody, I am very happy to joining the community.hope u all.

Regards,

Azar.A

Online Mobile shopping

File: Q&A: Top 7 Questions Associations Want To Know About Online Communities

Chris Kee — Fri, 30 Dec 2011 17:56:00 GMT

During your research into social media and online community strategies for your association, you may find yourself asking the same questions your peers have asked. To save you some time, we have compiled the top questions we get asked along with the most helpful answers.

File: Telligent Social Workshops for Microsoft

Chris Kee — Thu, 15 Dec 2011 17:53:00 GMT

Telligent Social Workshops for Microsoft

File: The State of Associations and Social Media

Chris Kee — Tue, 13 Dec 2011 22:11:00 GMT

Social media is changing how members learn about, join and stay engaged with membership and professional associations. In this webinar, you’ll hear from American Institute of Certified Public Accountants (AICPA), the largest volunteer professional association in the U.S. with nearly 370,000 members in 128 countries. AICPA created a unified social media and online community strategy to educate, network with and recruit new members.

Watch how to navigate your association through the social ecosystem to:

Build stronger relationships with and among your members
Boost organization awareness
Increase your membership base
Create a unified social strategy across social media sites (like Facebook, Twitter, YouTube) and online communities
Measure your progress with social and Web analytics
Connect a global membership base

Plus, pick up design and implementation best practices for your association community. Couto Solutions, an elite design development firm that implemented AICPA’s online community, shares tips for designing a world class community.

Forum Post: RE: Feedback welcome!

jameslongenecker — Fri, 09 Dec 2011 13:10:00 GMT

Hi to all.

File: Online Communities for Associations

Chris Kee — Thu, 08 Dec 2011 19:22:00 GMT

Now that you are ready to build a new online community for your association or revamp your current one, it’s time to get that critical buy-in from your colleagues. Use this slide presentation to help you explain your ideas and strategy to enhance your association’s membership.

File: Associations-Wireframes.zip

Chris Kee — Fri, 02 Dec 2011 23:26:00 GMT

This zip file contains some great 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.

Forum Post: Yantram Movie-Script Transcription Services

vanew01 — Fri, 02 Dec 2011 05:43:00 GMT

Time was when movie makers used hand-written scripts for movies, but times have changed and screen writing has become an organized profession, it is a creative process. The movie screenplays need formatting, so that actors are able to read the script and play their part assigned to them

Many talented people, the technicians, artists, production executive's work as a team for making a movie, all of them require a properly formatted script, a screenplay cannot be used for movie making unless a formatted script is not available. The process of converting a screenplay into a formatted script begins with first breaking down the screenplay into a time schedule that includes the number of days and nights of filming required .The film may have different sequences, a formula that experts use is one film script page will require one minute of film, and this calculation helps them to schedule the filming accordingly. The movies have a rhythm of story telling that have a blend of action, camera techniques, music and sound effects and dialogue. The formatted movie script allows the professionals involved in the production to foresee the direction the movie will follow.

The screenplays consist of 110 to 130 pages when formatted, and after filming the script, the running time of the movie is close to two hours, this is where formatted scripts play an important role in movie making. The standardized script formatting allows movie makers to handle multiple projects simultaneously.The formatted screenplay printed copies are on white paper with black ink. The fonts used are 12 point Draft Courier or 12 Point Courier New. The rewritten parts of the printed script are on colored paper, and every time new content added to the scripts is on a different colored paper, the transcripts start with white followed by blue, pink, green, yellow, goldenrod, and salmon. There are transcription companies that specialize in preparing formatted movie scripts.

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File: Online Communities for Market Research

Chris Kee — Thu, 01 Dec 2011 23:37:00 GMT

A survey is a snapshot; an online community is a movie, and in it, the characters are having an ongoing dialogue about your brand. According to the Fall 2011 GreenBook Research Industry Trends Report(GRIT), next year will bring massive growth of online communities in the field of market research. Don’t get left behind.

Watch CORE4 Research and Telligent engage in a discussion about the emerging importance of online communities for social market research. You will understand the key differentiators among in-person consumer panels, online communities and social networking sites like Facebook for market research and when to use the different methods. You will learn how CORE4 Research is turning consumer research into actionable takeaways in a matter of days and weeks with communities versus months with traditional research methods.

You will see how the research provider is adapting market research for mobile consumers with its Field Agent app. Innovations such as these are just a few reasons why CORE4 Research was recently named a 2011 SuperNova Award winner by Constellation Research.

File: CORE4 Research Customer Success Story

Chris Kee — Mon, 28 Nov 2011 22:54:00 GMT

CORE4 Research needed to conduct high quality market research and uncover consumer feedback quickly and cost-effectively. It engages consumers with ongoing discussions, surveys and focus groups about products, packaging and shopping habits in an online community. CORE4 Research delivers improved consumer market research that enables companies to enhance their marketing strategies and increase sales.

File: Market Research Gets Social - Telligent (2011)

Chris Kee — Wed, 23 Nov 2011 16:16:00 GMT

Files: Downloads

Chris Kee — Wed, 23 Nov 2011 15:59:00 GMT

File: Customer-Service-Wireframes.zip

Chris Kee — Mon, 07 Nov 2011 21:56:00 GMT