Social Customer Service eBook Chapter 5

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Chapter five is live! Check out our fifth chapter in a series of seven on Social Customer Service success. We’ll post a new chapter every Tuesday morning through Aug. 6. In this week’s chapter, we get tactical and talk about strategies for your online community. What's your plan? Continue learning in our next chapter >>> http://slidesha.re/17U27Ij

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Social Customer Service eBook Chapter 5

  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 vstrategies for your online community
  3. 3. 3 © 2013 Telligent Systems, Inc. All rights reserved. strategies for your online community aplenty touting tips for engaging and supporting your customers via social media networks like Facebook and Twitter. But the field of expertise is much narrower for on-domain communities where you own and manage the platform for engaging customers. Here are some real-world applications for using online communities for customer service: Microsoft equips its service agents with a community so they can redirect customers for peer support and issue resolution through Q&A discussions, member profiles and comments. discover experts There are blogs, eBooks and websites
  4. 4. 4 © 2013 Telligent Systems, Inc. All rights reserved. strategies for your online community Customers can share advice and best practices in Q&A forums, access files, view videos and track topics with #hashtags, likes and @mentions. share knowledge HealthStream invites new product ideas from customers, resulting in many implemented product enhancements. crowdsource new ideas Emerson equips customers and employees to crowdsource support and product ideas on the go with a community that’s accessible via mobile. mobile community
  5. 5. 5 © 2013 Telligent Systems, Inc. All rights reserved. strategies for your online community Dell offers feedback and product answers to prospective enterprise IT customers researching solutions before, during and after the sale. social sales Organizations track customer interactions via salesforce.com and customers get speedier help in return. make social portable Promethean planet recognizes top participating customers and employees with badges and recognition to keep engagement high. manage reputation
  6. 6. 6 © 2013 Telligent Systems, Inc. All rights reserved. strategies for your online community Kaseya measures customer sentiment, support questions fielded without the help of Kaseya employees and percentage of customers engaging the company to understand its customers’ experience. track metrics Cox Communications enables peer-to-peer support in online Q&A forums with verified answers. peer support
  7. 7. 7 © 2013 Telligent Systems, Inc. All rights reserved. Come back next Tuesday for Part VI to learn about “KPIs to Watch.” Or follow us on SlideShare for more updates.

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