What’s social media got to do with customer service?


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If you want to reduce customer service overhead and improve the customer experience, the answer is – everything.

Download the complimentary AvidXchange case study to see how the company used a social online community to:
Decrease support cases 60 percent within 12 months
Cut support turnaround time in half
Increase its support base five times with one additional technician

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What’s social media got to do with customer service?

  1. 1. Customer Success Story “We were on the support treadmill, never advancing, answering the same questions for every customer, one at a time. We knew we could cut down on support callsAvidXchange Cuts Support Cases by 60% with and improve the support experience forOnline Community our customers with an online knowledgeAvidXchange is the first SaaS technology vendor base and center for support and training.”to automate invoice processing. It revolutionizesthe way companies pay their bills by automating Tom McDonald, Director of Clientinvoice and bill payment processing to reduce Services, AvidXchangecosts, improve productivity and eliminate paperfrom the bill payment process. AvidXchange wanted to deliver a better customerAvidXchange serves many industries including service experience by offering its clients an onlinebanking, healthcare, real estate, retail, property support community available 24/7 with FAQs andmanagement and more. With over 250 customers product help. It also wanted to offer advancednationwide, such as Aetna, EastWest Bank, training and tips so customers could optimize theirBrandywine Realty Trust and Equity Office use of its billing software.Properties, AvidXchange is a rapidly growingcompany that has had 52% growth in 2011 alone. Solution Create a central hub for support, product training and customer engagement AvidXchange searched for an online solution targeted at delivering cost-effective, scalable support 24/7. After researching different platforms for customer support and engagement, AvidXchange chose Telligent to power its support community. “Prior to an online community, we had to explain the same processess repeatedly. Redundancy is a production killer, it drives down morale and can lead to turnover. With an online support community, we’ve improved customer support and training AvidXchange provides product support and training processes while creating a more engaging in an online support community. workplace for our employees.”Challenge Tom McDonald, Director of ClientReduce support cases and improve customer Services, AvidXchangetrainingAvidXchange offered support through a traditionalcall center and tracked cases from emails andphone calls. Its customer service team wasanswering the same questions over and over, asupport model that was not sustainable for a fastgrowing company.TelligentSocial Community Software | telligent.com | 17950 Preston Road, Suite 310, Dallas, Texas 75252 © Copyright 2012 Telligent. All rights reserved.US 1.877.492.9484 | UK | FR
  2. 2. Customer Success StoryPromoted as the “Community Center,” Faster support responseAvidXchange’s support network, customers search Support case turnaround times have been cut inthe knowledge base for product help and FAQs or half, now averaging only 15 minutes.post questions for peers to answer. AvidXchangeoffers step-by-step instructions with screen shots More customers without more support peopleto educate customers. Instead of manning the Increased customer base by 5x and only added onephones and explaining the same support solutions additional Support Tech.repeatedly, customer support staffers now spendmore time on customer training and engagement. High customer adoption 80% of customers say they use the Community “Adoption of our online customer support Center for support, training or talking to community has skyrocketed. Customers AvidXchange employees. love having a single resource for product support, how-to training videos and Learn more about AvidXchange voicing product requests.” >>Visit AvidXchange.com Tom McDonald, Director of Client >>Find AvidXchange on LinkedIn Services, AvidXchange Custom tailor your community experience To learn more about TelligentThe online community is integrated with Community, visit www.Telligent.com orAvidXchange’s case tracking system. Now, email Sales@telligent.comcustomers can send in enhancement requestswithout tying up the phone lines for people who >>Follow us on Twitter @telligentneed urgent help. Employees can also discuss newproduct ideas in forums with customers to find out >>Join Telligent on Facebookwhat features they want most. >>Find Telligent on LinkedInAvidXchange updates customers on key >>Join Telligent on Google+announcements, such as scheduled maintenance,and shares a tip-of-the-week related to softwarebest practices. Because less time is spent onsupport cases, AvidXchange is free to offerenhanced training in the community, includingdocumentation and videos that equip customers tooptimize billing processes.ResultsDecreased support cases 40% within six months,60% in 12 months over the previous yearWith AvidXchange’s new model of online customerengagement in Community Center, it reducessupport costs while improving the customerexperience.Enhanced support optionsBy delivering content and support in multiple ways,they address the needs of a diverse client base viasupport channels most convenient for customers.TelligentSocial Community Software | telligent.com | 17950 Preston Road, Suite 310, Dallas, Texas 75252 © Copyright 2012 Telligent. All rights reserved.US 1.877.492.9484 | UK | FR