Social Customer Service eBook Chapter 4


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In our fourth chapter in a series of seven on Social Customer Service success, we talk about how social channels are improving customer experience and the 5 keys to a successful peer-to-peer community. We’ll post a new chapter every Tuesday morning through Aug. 6. Ready for chapter five? >>>

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Social Customer Service eBook Chapter 4

  1. 1. © 2013 Telligent Systems, Inc. All rights reserved. social customer service Customer Communities in 7 Steps
  2. 2. 2 © 2013 Telligent Systems, Inc. All rights reserved. part ivemerging social channels
  3. 3. 3 © 2013 Telligent Systems, Inc. All rights reserved. emerging social channels Statistics from Transform the Contact Center for Customer Service Excellence, Forrester Research, Inc., September 5, 2012 It’s the norm for customers to turn to their cell phones, tablets and computers to get help online. this makes social engagement a logical next step. Here are some of the top contenders based on customer adoption trends: 27% online forums or communities 20% text message 19% twitter Emerging social tools are quickly gaining traction.
  4. 4. 4 © 2013 Telligent Systems, Inc. All rights reserved.Statistics from Welcome to the Era of Agile Commerce, Forrester Research, Inc., March 11, 2011 Quote from Your Community Upgrade: From Experiment to Strategic Approach, Forrester Research, Inc., July 12, 2012 Benefits from Design Your B2B Community for Maximum Engagement, Forrester Research, Inc., August 12, 2012 The good news? Multichannel support benefits your bottom line. And even better news? Communities are top drivers for:“You can leverage on-domain community investments to deliver greater returns than off-domain by revealing important insight into participant behavior, shape how customers navigate to content, and generate conversations that can be harvested for product development.” 48% 36% 28% 25% 25% Increased online sales Decreased operating costs Increased customer satisfaction Increased profitability Decreased call center volume brand advocacy lower costs and higher sales customer loyalty emerging social channels
  5. 5. 5 © 2013 Telligent Systems, Inc. All rights reserved. According to Gartner, the 5 key objectives for a peer-to- peer community include: reviews Graphic created by Telligent based on Gartner research from page 3 in The 3x5 Approaches to Peer-to-Peer Communities for Social CRM, Jenny Sussin, 7 February 2012 emerging social channels Expertise exchange ideation networking q&a
  6. 6. 6 © 2013 Telligent Systems, Inc. All rights reserved. Ready for more? see the link in the description below to part V “Strategies for Your Online Community.”