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5 Reasons to Boost CRM with a Customer Community

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5 Reasons to Boost CRM with a Customer Community

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5 Reasons to Boost CRM with a Customer Community

  1. 1. 5 reasons to Boost CRM with a Customer Community February 2015
  2. 2. Community builds relationships the way you build any other—by bringing people together to have real conversations 2
  3. 3. 1. Accelerate Support Solutions 3 • Instantly address common questions without the need of an agent • Peer-to-peer interactions provide around the clock answers • Provide on demand customer satisfaction for your customers
  4. 4. 2. Decrease Support Tickets 4 • Reduce the number of tickets your team manages and automate frequently asked questions • Grow your knowledgebase everyday
  5. 5. 3. Enhance your Knowledgebase with Customer Content 5 • Enhance your knowledgebase with user- generated content • Bring help desk knowledgebase data into Community Visit Our BlogDeliver extraordinary customer service- CRM’s Last Mile
  6. 6. 4. Enhance Customer Intelligence 6 • A Community will capture a view of everything to be known about your customer • Include Community conversations and interest areas for a unified profile • Bring knowledge gleaned from the Community to bear on support actions
  7. 7. 5. Extend Community Beyond Support 7 • Accelerate sales by engaging prospects earlier in the sales cycle • Create an engaging customer experience that promotes brand loyalty and advocacy Request DemoSee for yourself how to enhance Support with your CRM
  8. 8. 6 Companies who use Get Satisfaction to Enhance Support… 8 Reduce support costs in a more cost effective way Embed community as main strategy Have a community that will run itself Goal Outcome Reduced support costs by 67% and increased customer satisfaction by 10% Community of 60,000+ members delivering customer support and product feedback More than 95% of community questions are answered without employee involvement
  9. 9. 6 Communities Continued… 9 Goal Offer non-traditional support services Handle support for growing customer base Grow customer base without increasing support requests Outcome Connected community with Salesforce Service cloud and unlocked a unified view for the first time Deflected over 20,000 customer contacts, 300% more than forecasted Grew customer base 330%, resulting in over 10 million new customers
  10. 10. Why Get Satisfaction? 10 Request DemoSee for yourself how to enhance Support with your CRM • In the Community game, we are old-timers! It has been our passion for the last 6 years. • Our platform has a customer-centric design, making it easy for anyone to engage. • You can quickly integrate the power of your community with other critical business systems. • We offer ongoing support, resources and expertise. • Get the fastest time to value and with no hidden costs.

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